137
Views
4
CrossRef citations to date
0
Altmetric
Original Articles

Is quality management appropriate for public leisure services?

Pages 33-40 | Published online: 02 Dec 2010

References

  • Armstrong, H (1997) Principles of best value, News Release, London, HMSO.
  • Audit Commission (1993) Realising the benefits of competition, London, HMSO.
  • Clarke, M and Stewart, J. (1987) The Public Service Orientation, Local Government Policy Making, 13, 34-40.
  • Coalter, F (1998) Leisure studies, leisure policy and social citizenship: the failure of welfare or the limits of welfare? Leisure Studies, 17, 21-36.
  • Collins, ME and Kennen, CR (1998) Leisure, Poverty and Social inclusion. The growing role of Leisure Cards in public leisure services in Britain, Local Governance, 24, 131-142.
  • Cooke, A (1994) The economics of leisure and sport. London, Routledge.
  • Crosby, R.B. (1979) Quality is free, New York: McGraw Hill.
  • Curry, A and Monaghan, C (1994) Service quality in local authorities: BS5750/ISO9000: friend or foe? Local Government Policy Making, 21,43-50.
  • Dale, B.G. (1994) Managing Quality, London: Prentice Hall.
  • Davies, M. and Girdler, D. (2000) Best Value - the pilot experience, Reading, ILAM.
  • DCMS (2000) Guidance for Local Authorities in England on Local Cultural Strategies, London, DCMS.
  • Deming, W.E (1986) Out of the crisis, Cambridge, Cambridge University Press.
  • DETR (2000) Guide to quality schemes and Best Value, London: DETR.
  • DETR (1998) Modernizing local government: Improving services through Best Value, London, DETR.
  • Dewhurst, F., Martinez-Lorente, A. and Dale, B. (1999) TQM in public organisations: an examination of the issues, Managing Service Quality, 9, 265-273.
  • Donnelly, M (1999) Making the difference: quality strategy in the public sector, Managing Service Quality, 9, 47-52.
  • Edwards, A. (2000) The impact of Compulsory Competitive Tendering on the role of the local authority leisure professional, PhD Thesis, Loughborough, Loughborough University.
  • Gratton, C and Taylor, P. (2000) The economics of sport and recreation, London, E & FN Spon.
  • Guest, C and Taylor, P. (1999) Customer oriented public leisure services in the United Kingdom, Managing Leisure, 4, 94-106.
  • Henry, L (1993) Public policy and politics, Basingstoke, Macmillan.
  • Holmes, E (1993) Top quality, Leisure Management, 13, 26-30.
  • Institute of Leisure and Amenity Management (1996) Customer care Factsheet, 96/6.
  • Institute of Sport and Recreation Management (1995) A model customer charter for a sport, recreation or leisure centre Information sheet. Ref. 85:1/95.
  • Juran, J.M. (1988) Juran on planning for quality, London, Collier Macmillan.
  • Kirkpatrick, K and Martinez Lucio, M (1995) The politics of quality in the public sector, London, Routledge.
  • Lentell, R. (2000) Untangling the tangibles: 'physical evidence' and customer satisfaction, Managing Leisure, 1, 1-16.
  • Local Government Training Board (1987) Getting closer the public, Luton, LGTB.
  • Melhuish, T. (1991) Quality, contracts, service, Leisure Management, April, 63-64.
  • Mills, P. (1992) Quality in the leisure industry, Essex, Longman.
  • Mosscrop, P. and Stores, A. (1990) Total quality management in leisure, Reading, ILAM.
  • Nichols, G. and Taylor, P. (1993) A case study of a partnership between the public and voluntary sector to reduce crime, Local Government Policy Making, 23, 30-36.
  • Nichols, G. and Robinson, L (2000) The process of Best Value - further lessons from the leisure pilots, Melton Mowbray, ISRM.
  • Ravenscroft, N. (1993) Public leisure provision and the good citizen. Leisure Studies, 12, 33-44.
  • Robinson, L (1991a) The introduction of quality management to local authority leisure services, Doctoral thesis, Loughborough: Loughborough University.
  • Robinson, L (1999b) Following the quality strategy: the reasons for the use of quality management in UK public leisure facilities. Managing Leisure, 4, 201-217.
  • Robinson, L (1998) Quality management in public leisure services, in M ColIin s and IS. Cooper (eds) (1998) Leisure Management: issues and applications, CABI, Oxon.
  • Robinson, L (1997) Barriers to Total Quality Management in public leisure services, Managing Leisure, 2, 17-28.
  • Robinson, L and Crowhurst, M (2002) Quality programmes in local authority leisure services, Melton Mowbray, ISRM (forthcoming).
  • Sanderson, I. (1992) Management of quality in local government, Longman, Harlow.
  • Sheppard, M. and Studd, S. (1994) Quality in perspective, London, Sports Council.
  • Stabler, M and Ravenscroft, N. (1994) The economic evaluation of output in public leisure services, Leisure Studies, 13, 111-132.
  • Tsuchiya, M (1996) Leisure and recreation programme for young delinquents: the noncustodial option, in M. Collins (ed.) Leisure in industrial and post-industrial societies, Brighton, LSA.
  • Walsh, K (1991) Quality and public services, Public Administration, 69, 503-514.
  • Williams, C (1998) Is the SERVQUAL model an appropriate management tool for measuring service delivery quality in the UK leisure industry? Managing Leisure, 3, 98-110.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.