Table of Contents

Preface

Part I: Introduction
Leisure – The World’s largest Industry
Leisure as Business
The Case Study Introduction

Part II: Theories and Applications (a step-by-step Case Study of a Business Turn-Around)
Building the Commitment to Change
Strategy
Structure
Systems
Staff
Style
Shared Values
Skills
Change in Retrospect
Results

Part III: Components
Understanding Good Customer and Guest Service
Difficult Customers
Getting the Most from Employees
Teamwork and Delegation
Volunteers
Finance and Accountants
Marketing
Making Pricing Work for You
Ethics and Quality
Planning Projects, Events and Activities

Part IV: Paths and Directions
Where to Go for Further Information
Conclusion
Bibliography
Index