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| QUALITY ISSUES IN HERITAGE VISITOR ATTRACTIONS
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To order this title, and for more information, click here
By
Ian Yeoman, Associate Professor, Victoria University, New Zealand
Edited By
Siobhan Drummond, Senior Lecturer in Tourism, University of Paisley, Scotland
Description
* 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.
Audience
Degree and postgraduate courses in travel and tourism. Tourism options in leisure, business studies, hospitality management and geography courses. Operational managers in the tourism industry.
Contents
Overview of quality issues (Siobhan Drummond) - Introduction to quality (Siobhan Drummond); Critical success factors for the organization
(Siobhan Drummond); Methods of quality improvement (Siobhan Drummond); Heritage, authenticity and history (Kathryn A.Burnett); Site visits
(Eric Laws) - The analysis of quality for heritage site visitors (Eric Laws); Management of cultural and heritage destinations (Eric
Laws); Concept development (Graham Black) - Whats, whys and whos of concept design (Graham Black); Hows of concept design (Graham Black);
Operations management (Isabelle Frochot) - Service concepts and issues (Isabelle Frochot); Measurement of service quality (Isabelle Frochot);
Five human resources (Margaret A.Deery) - Managing human resources (Margaret A.Deery and Leo K.Jago); Managing volunteers (Leo K.Jago
and Margaret A.Deery); The future (Nick Johns) - Which way for heritage visitor attractions (Nick Johns and Julian Hoseason); Developing
the role of quality (Szilvia Gyimothy and Nick Johns).
| Bibliographic details |
Hardbound, 296 pages, publication date: DEC-2000
ISBN-13: 978-0-7506-4675-8
ISBN-10: 0-7506-4675-6
Imprint: BUTTERWORTH HEINEMANN
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| Price and Ordering |
Price:
EUR 81.95
GBP 54.99
USD 94.95
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076/718
Last update: 3 Oct 2009
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