Dr Gary Crilley

CERM Performance Indicators Project

School of Management

Division of Business

Centre for Tourism and Leisure Management

• Management of Human Resource in recreation and leisure settings; Inclusive Community Recreation, including People with a Disability.
• Customer service quality for tourism and leisure organisations
• Performance measures for sport and tourist organisations

BA (Econ & Geog), GDipEd (NE), GDipRecreation (Phillip IT), MBA (SAIT), PhD(Flinders)

• Development and application of efficiency, customer service quality, and community service obligation performance indicators for sports and leisure managers (CERM Performance Indicators Project).
• Examination of the relationships between the qualities of Australian public leisure centre managers and operationally successful facilities (Flinders University Ph D studies).

Crilley (2009). Do we manage what the botanic garden visitor doesn't know? in Conference Proceedings of CAUTHE 2009 See change: tourism & hospitality in a dynamic world, Fremantle, WA, Promoco Conventions.

Hughes, M., Carlsen, J., & Crilley, G. (2009). Towards good practice user pays system for Australian protected areas. In Conference Proceedings of CAUTHE; Change: tourism & hospitality in a dynamic world, Freemantle, WA, Promoco Conventions

Crilley, G., March, & Whitehouse (2009). Bellwether or benchmark? Why you need to know what your visitors don't know about your zoo's roles, and what you can do about it. In Proceedings of World Association of Zoos and Aquariums (WAZA) October 2008 Adelaide Conference. G. Dick. Adelaide, Australia, WAZA.

Crilley (2008). ‘Visitor service quality attributes at Australian botanic gardens: Their use in predicting behavioural intentions.’ Annals of Leisure Research 11(1 & 2): 20-40.

Darcy, S., T. Griffin, Craig, M., Moore, S., Crilley, G. (2007). Protected area visitor data collection and management: emerging issues and gaps in current Australian practices. in Proceedings of CAUTHE 2007, Tourism: Past Achievements, Future Challenges, Manly, Sydney, UTS School of Management.

Crilley, G. & Price, B. (2006), ‘Visitor service quality, visitor benefits, and behavioural intentions: An empirical investigation at an Australian botanic garden’, in Conference Proceedings of CAUTHE 2006, Melbourne.

Crilley, G. & Sharp, C. (2006), ‘Managerial qualities and operational performance: A proposed model of relationships at Australian sports and leisure centres’, Measuring Business Excellence, vol. 10(2) 4-18.

Crilley, (2005) ‘A case for benchmarking customer service quality in tourism and leisure services’ Journal of Hospitality and Tourism Management, 12(2) 97-107.

Crilley, G. & Crilley, R. (2005), ‘Managerial qualities and knowledge management in Australian sports and leisure centres’, in Proceedings of the Applications and Synthesis in the Global Economy, Monash University, Sunway Lagoon, Kuala Lumpur, Malaysia.

Howat, G., Crilley, G. & Murray, D. (2005), 'Using Performance Measures to Assess Performance of Indoor and Outdoor Aquatic Centres', Journal of the Australian and New Zealand Academy of Management vol 11(1), 6-16.

Howat, G. Murray, D., & Crilley, G. (2005), ‘Linking performance measures with organisational performance: Australian public aquatic centres with indoor pools outperform those with solely outdoor pools’. Journal of the Australian and New Zealand Academy of Management

Howat, G Murray, D., & Crilley, G. (2005), ‘Reducing measurement overload: Rationalizing performance measures for public aquatic centres in Australia’. Managing Leisure, 10(1), 1-15

Peter Sifkus, Howat, G., & Crilley, G. Service quality attributes related to the performance of officials at an Australian recreation centre. World Leisure Journal (2005), 27(1), 52-64.

Crilley, G. Murray, D., Howat, G., March, H. & Adamson, D. (2002), ‘Measuring performance in operational management and customer service quality: a survey of financial and non-financial metrics from the Australian golf industry’, Journal of Leisure Property 2(4) 369-380.

Howat, G. Crilley, G., Mikilewicz, S., Edgecombe, S., March, H., Murray D. & Bell, (2002), ‘Trends in Service Quality, Customer Satisfaction and Behavioural Intentions of Australian Aquatic Centre Customers’, 1999-2001 Annals of Leisure Research. 51-64.