Quality Issues in Heritage Visitor Attractions

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).