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Quality Management in Urban Tourism P. E. MURPHY (Ed.), 1997 Chichester: John Wiley & Sons Ltd 297 pp.; 34.95/US$60.00 hardback ISBN 0 471 97099 9
This book is the result of the conference "Quality Management in Urban Tourism", hosted by the Faculty of Business University of Victoria (BC, Canada) in November 1994. The growth sector urban tourism has attracted a lot of academic attention during the past decade, especially in Great Britain and the US. For every growth sector, there seems to exist a causal relationship with a growing attention for management issues, like planning, control and organisation. The main objectives for the growing attention for management are a further improvement of customer satisfaction and to strengthen the competitive position on the market. For urban tourism, both objectives are very complicated since customers are both a wide range of visitors and the local population and because the battles between cities for more profits from tourism are often fierce and badly controlled. For example, Glasgow and Edinburgh have, for many years, been investing and competing for the attraction of more cultural tourists without any co-operative efforts for the enlargement of tourism on a more regional scale. Every urban centre in the world is...