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)