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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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Private Club Member Perspectives of Service Quality (Paperback)
Loot Price: R1,263
Discovery Miles 12 630
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Private Club Member Perspectives of Service Quality (Paperback)
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There has been no published academic research reported in the
literature on member perceptions of service in private clubs. The
private club may be considered to be unique because the members are
also the owners of the club in which the events occur. The intent
of this work was to determine if and to what extent members of
private clubs have unique perceptions about the services they are
afforded by the clubs to which they belong and of which they hold
ownership or in which they have a vested interest. Country club
members are demanding greater value from their clubs through
improvements in cuisine and other modernizations. Strategic
analysis of private club member views using the Critical Incident
Technique provide a high level of insight into the basis for
negative and positive service encounters. This work is an
exploratory research study of member perceptions of service
provided in private clubs. A study of these perceptions will be of
value to club managers and hospitality students, and can be used to
improve not only the services provided in private clubs to their
members, but to increase the value of the private club to members.
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