Quality Issues in Heritage Visitor Attractions

1st Edition

Editors: Siobhan Drummond
Authors: Ian Yeoman
Hardcover ISBN: 9780750646758
Imprint: Butterworth-Heinemann
Published Date: 4th December 2000
Page Count: 296


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  • 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.

Key Features

  • 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


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.

Table of 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).


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Hardcover ISBN:

About the Editor

Siobhan Drummond

Affiliations and Expertise

Senior Lecturer in Tourism, University of Paisley, Scotland

About the Author

Ian Yeoman

Associate Professor, Victoria University, New Zealand

Affiliations and Expertise

Associate Professor, Victoria University, New Zealand


`Quality Issues in Heritage Visitor Attractions' is a new addition to Butterworth Heinemann's first-rate and growing tourism list. Tourism & Hospitality Research - February 2002 'Quality Issues in Heritage Visitor Attractions' provides a useful and clearly written framework for the heritage site manager to ensure quality issues are addressed. ... provides detailed and clearly written chapters that would be helpful to any site manager or student of heritage. ...a coherent and balanced approach to the complexity of managing quality at modern heritage sites. The book will be an asset to upper level undergraduate students who have a basic understanding of heritage management. It also will prove useful to field managers and others working at sites that wish to keep up with trends and changes in the management of heritage sites. Junior managers also will find it a useful digest of much of the current thinking in the field. The book has few problems and the authors are to be congratulated on a product well done. KEITH DEWAR Massey University, Albany - International Journal of Tourism Research, March-April 2002 "...contain[s] useful discussion of quality issues and methods that students will find a useful addition to their studies and does, in particular, present a vision of the stimulating challenge that lies ahead for HVAs [Heritage Visitor Attractions] in the next Millennium." Tourism Management Journal