Perceptions of quality service delivery in community recreation (2002)


Canadian Congress on Leisure Research
Marion E. Currie

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.

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