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).

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• Museus e museologia
• Guias de arte, museus, locais históricos e galerias
• Desportos e recreação ao ar livre
• Indústria do turismo
• Transporte: interesse geral

site;service;tourism;historic;house;interpretation;services;marketing;literature;managers;Heritage Visitor Attractions;UK National Curriculum;HRM.;Heritage Attractions;Moments Of Truth;Visitor Attractions;Word Of Mouth;Heritage Attraction Managers;HVA;Services Marketing Literature;Parthenon;USA;Follow;Scottish Tourist Board;Evaluating Service Quality;Heritage Services;Heritage Experience;Service Quality;Heritage Site;Heritage Site Visits;Human Resource Management Functions;Successful Volunteer Programme;Big Pit;Thackray Medical Museum;Senior Travellers