Committed to quality: The use of quality schemes in UK public leisure services

Managing Service Quality: An International Journal

Volumn 13, Issue 3, 2003, Pages 247-255

  Robinson, Leigh ^a  

^a LOUGHBOROUGH UNIVERSITY   (United Kingdom)

Author keywords

Legislation; Leisure; Public utilities; Quality; Service

Indexed keywords

EID: 84986104501     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520310476508     Document Type: Article

References (20)

1. Armstrong, H. (1997), Principles of Best Value, news release, HMSO, London.
2. Brysland, A. and Curry, A. (2001), “Service improvements in public services using SERVQUAL”, Managing Service Quality, Vol. 11 No. 6, pp. 389-401.
3. Cabinet Office (2000), Getting it Together: a Guide to Quality Schemes and the Delivery of Public Services, HMSO, London.
4. Chartered Institute of Public Finance and Accountancy (1999), Leisure and Recreation Statistics 1999-2000 Estimates, Chartered Institute of Public Finance and Accountancy, Croyden.
5. Curry, A. and Monaghan, C. (1994), “Service quality in local authorities: BS 5750/ISO 9000: friend or foe?”, Local Government Policy Making, Vol. 21 No. 4, pp. 43-50.
6. Department of the Environment Transport and the Regions (2000), Guide to Quality Schemes and Best Value, HMSO, London.
7. Dewhurst, F., Martinez-Lorente, A.R. and Dale, B.G. (1999), “TQM in public organisations: an examination of the issues”, Managing Service Quality, Vol. 9 No. 4, pp. 265-73.
8. Donnelly, M. (1999), “Making the difference: quality strategy in the public sector”, Managing Service Quality, Vol. 9 No. 1, pp. 265-73.
9. Gaster, L. (1997), Quality in Local Government, The Local Government Management Board, London.
10. Guest, C. and Taylor, P. (1999), “Customer oriented public leisure services in the United Kingdom”, Managing Leisure: An International Journal, Vol. 4 No. 2, pp. 94-106.
11. Henry, I. (2001), The Politics of Leisure Policy, Palgrave, Basingstoke.
12. Investors in People UK (1997), Towards World Class Performance, Investors in People UK, London.
13. Kirkpatrick, K. and Martinez Lucio, M. (1995), The Politics of Quality in the Public Sector, Routledge, London.
14. Lentell, R. (2000), “Untangling the tangibles: ‘physical evidence’ and customer satisfaction”, Managing Leisure: An International Journal, No. 1, January, pp. 1-16.
15. Lentell, R. (2001), “Customers’ views of the results of managing quality through ISO 9002 and Investors in People in leisure services”, Managing Leisure: An International Journal, No. 6, pp. 15-34.
16. Robinson, L. (1995), Quality Management – An Investigation into the Use of Quality Programmes in Local Authority Sport and Leisure Facilities, Institute of Sport and Recreation Management, Melton Mowbray.
17. Robinson, L. (1999), “Following the quality strategy: the reasons for the use of quality management in UK public leisure facilities”, Managing Leisure: An International Journal, Vol. 4 No. 4, pp. 201-17.
18. Torkildsen, G. (1999), Leisure and Recreation Management, 4th ed., E&FN Spon, London.
19. Williams, C. (1998), “Is the SERVQUAL model an appropriate management tool for measuring service delivery quality in the UK public sector?”, Managing Leisure: An International Journal, Vol. 34 No. 2, pp. 98-110.
20. Wisniewski, M. (2001), “Using SERVQUAL to assess customer satisfaction with public sector services”, Managing Service Quality, Vol. 11 No. 6, pp. 380-8.