Public leisure facilities: Managing customer expectations

Citation

Robinson L (2004) Public leisure facilities: Managing customer expectations. Proceedings of the ICE - Municipal Engineer, 157 (2), pp. 129-133. https://doi.org/10.1680/muen.2004.157.2.129

Abstract
This paper examines the impact of customer expectations on the management of public leisure services, arguing that public leisure providers will need to shift their attention from the management of service quality, to focus on the management of customer expectations of their services.

Keywords
recreational facilities; management; marketing & public relations

Journal
Proceedings of the ICE - Municipal Engineer: Volume 157, Issue 2