Perceptions of quality service delivery in community recreation (2002)
The purpose of this study was to investigate the quality of service expectations and levels of perceived service delivery within a Community Recreation Services Division. The two main objectives for the study were: first, to identify levels of service quality expectations of the three following service encounters; participants, front line employees and senior management. The second objective was to investigate the differences in service quality expectations between the three groups. Published in 10th Canadian Congress on Leisure Research.