Quality as a tool for success
Covers a diverse range of quality issues and theories in the context of heritage attractions
Well-respected international contributor team of academics and practitioners
Heritage Tourism is the fastest growing component of the tourism market. Tourists have more choices than ever and their past experiences and future expectations make them even more discerning customers. A focus on quality can assist with customer satisfaction and business excellence. This new book on Quality issues brings together a range of specialists who lead us from the evolution of quality to our current position on the quality roadmap. It provides a toolkit to assist on the continuous quality improvement journey and presents a vision of what lies ahead in this new millennium.
'Quality Issues in Heritage Visitor Attractions' will prove an invaluable guide for students and practitioners in the field s of Heritage, Visitor Attractions and Tourism in general.
Divided into six sections this text presents a different 'flavour' of quality by looking at aspects such as critical success factors for heritage organizations, methods of quality improvement, developing the concept and offering, quality tools for managers, managing the quality workforce and the future.
- Well-respected international contributor team of academics and practitioners.
- Covers a diverse range of quality issues and theories in the context of the heritage attractions
- Quality as a tool for success

Auteur

Siobhan Drummond, Ian Yeompson

Résumé

Quality as a tool for successCovers a diverse range of quality issues and theories in the context of heritage attractions Well-respected international contributor team of academics and practitionersHeritage Tourism is the fastest growing component of the tourism market. Tourists have more choices than ever and their past experiences and future expectations make them even more discerning customers. A focus on quality can assist with customer satisfaction and business excellence. This new book on Quality issues brings together a range of specialists who lead us from the evolution of quality to our current position on the quality roadmap. It provides a toolkit to assist on the continuous quality improvement journey and presents a vision of what lies ahead in this new millennium.'Quality Issues in Heritage Visitor Attractions' will prove an invaluable guide for students and practitioners in the field s of Heritage, Visitor Attractions and Tourism in general.Divided into six sections this text presents a different 'flavour' of quality by looking at aspects such as critical success factors for heritage organizations, methods of quality improvement, developing the concept and offering, quality tools for managers, managing the quality workforce and the future.

Contenu

Part 1 Overview of Quality Issues, Siobhan Drummond; Chapter 1 Introduction to quality, Siobhan Drummond; Chapter 2 Critical success factors for the organization, Siobhan Drummond; Chapter 3 Methods of quality improvement, Siobhan Drummond; Chapter 4 Heritage, authenticity and history, Kathryn A. Burnett; Part 2 Site Visits, Eric Laws; Chapter 5 The analysis of quality for heritage site visitors, Eric Laws; Chapter 6 Management of cultural and heritage destinations, Eric Laws; Part 3 Concept Development, Graham Black; Chapter 7 Whats, whys and whos of concept design, Graham Black; Chapter 8 Hows of concept design, Graham Black; Part 4 Operations Management, Isabelle Frochot; Chapter 9 Service concepts and issues, Isabelle Frochot; Chapter 10 Measurement of service quality, Isabelle Frochot; Part 5 Human Resources, Margaret A. Deery; Chapter 11 Managing human resources, Margaret A. Deery, Leo K. Jago; Chapter 12 Managing volunteers, Leo K. Jago, Margaret A. Deery; Part 6 The Future, Nick Johns; Chapter 13 Which way for heritage visitor attractions?, Nick Johns, Julian Hoseason; Chapter 14 Developing the role of quality, Szilvia Gyimothy, Nick Johns;