Access

, 25

Accessibility-related facilities

, 48

Accommodation facilities

, 60

Acquiescence bias

, 100

Activities

, 63

Aesthetics

, 12

Affordable (as a dimension of tourism destination quality)

, 112–113, 152, 168–170

Age (as a factor affecting tourists’ perception of destination quality)

, 61–62

Air pollution

, 170

All-weather (as a dimension of tourism destination quality)

, 113–114, 178–180

Allocentrics

, 64, 180–181

Amenities-related facilities

, 48

Analysis of Variance (ANOVA)

, 104–105, 136, 142

Angkor Wat

, 165

Antagonism

, 177–178

Antarctic Treaty System (ATS)

, 203

Antarctica

, 203

Apathy

, 177–178

Assemblage thinking

, 38

Association of South East Asian Nations (ASEAN)

, 170

Assurance

, 187

Attractions

, 48, 174–175

Attributes of tourism destination quality

, 130–134

Authentic (as a dimension of tourism destination quality)

, 114–115, 148–152, 163–166, 185

Automatic teller machine (ATM)

, 25

Bali

, 201

Barcelona

, 200

Birmingham

, 198

Birmingham Marketing Partnership (BMP)

, 198

Brand

, 19–20

Brighton

, 194

Brum

, 198

Butler’s Tourism Area Life Cycle

, 58–59

Case studies

, 194–205

Child-friendly (as a dimension of tourism destination quality)

, 115–116, 146, 181–182

Children

, 116, 137

Cluster

, 37

Communication

, 26, 187

Competence

, 25

Competing on quality

, 2

Competitive advantage

, 2

Competitiveness

, 37, 42

Competitor

, 2

Concentrate here (part of Importance Performance Analysis)

, 35

Conceptualising quality

, 10–11, 44

Conditions (regarding tourism destination quality)

, 110–111

Conformance

, 12

Conformance to requirements

, 9–10

Conformance to specifications

, 8

Conservation

, 165

‘Constant comparison’ technique

, 84, 92

Construct

, 11–13, 18–19

Consumers

, 2, 165–166

Corporate quality

, 29–31

Courtesy

, 25, 187

Covid-19

, 167

Credibility

, 26

Cronbach’s alpha coefficient

, 134–135

Crosby

, 8–10, 13–14

Crowding

, 174–175

Customers

, 27

Data collection techniques

effectiveness and efficiency

, 86

qualitative

, 69

qualitative

, 73–80

usefulness

, 84–87

Deming

, 2, 8, 10, 13, 46

Dependability

, 24

Dependables. See Psychocentrics

Depth and detail

, 80, 86

Descriptive quantitative data analytical techniques for TDQ study

, 103

Destination Life Cycle

, 58

Destination management organisations (DMOs)

, 213–214

Destination product quality

, 36, 191–192

Destination service quality

, 36, 186–188

Destinations International

, 214

Diagnostic tool

, 3, 212–220

Dimensions (of quality)

, 11

destination product quality

, 36

destination service quality

, 36

place quality

, 36–38

product quality

, 36

service quality

, 15, 18–22, 36

of tourism destination quality

, 134–136

DNext tool

, 214, 215

Doxey’s theory

, 178

Durability

, 12, 185

Economic durability

, 12

Ecotourism

, 165

Effect size statistic

, 107

Effectiveness

, 80, 86

Efficiency

, 80, 86

Empathy

, 187

Entertainment

, 170

Eta squared (η2)

, 107, 137, 140, 144

Euphoria

, 177–178

Expectancy–disconfirmation theory

, 18–22

Expectations

, 20–21

Exploratory study

, 72, 109

F-scores

, 142

Facilities

, 48

Features

, 11, 185

Financial safety

, 26

Focus group interviews

, 74–75, 83–84

Formal interviewing process

, 91

Functional quality

, 28–29

Future research agenda

, 210–211

‘Gap’ (in expectation-experience theory)

, 19

Garvin’s theory

, 185

Gender (as a factor affecting tourists’ perception of destination quality)

, 60

Geographical perspective

, 36–39

Goods

, 16–18

Goods–services continuum

, 17

Gronroos

, 2, 15, 21, 28–29, 188–189

Grounded theory

, 67–68

Haze

, 170–171

Heritage tourism

, 165

Holistic

, 38, 193

Honestly Significant Different post-hoc test (HSD post-hoc test)

, 106

Hospitable (as a dimension of tourism destination quality)

, 117–118, 177–178, 185, 187

Hypotheses (in the TDQ study)

, 136–157

Image quality

, 28–29

Implications for practice (of the TDQ study)

, 211–212

Importance–performance analysis (IPA)

, 34–35

tool

, 215

In-depth interviews

, 75–76, 82–83

Income (as a factor affecting tourists’ perception of destination quality)

, 62

‘Index of Irritation’ (Irridex)

, 177–178

Industrial clusters theory

, 37

‘Information rich’ subjects

, 81

Informative (as a dimension of tourism destination quality)

, 118–119, 153, 172–173, 187

Intangibility

, 16

Intangibles

, 31

Interactive quality

, 29–30

International Organization for Standardization (ISO)

, 10–11

Interpretation

, 172

Interpretative techniques

, 73

Interpretivism

, 67–68

Interpretivists

, 68

Interval scale

, 102

Juran

, 8–10

‘Keep up the good work’ (part of Importance Performance Analysis)

, 35

Kruskal Wallis test

, 104–106, 136, 142

Lehtinen and Lehtinen

, 22–23, 28–31, 188–189

Length of stay (as a factor affecting tourists’ perception of destination quality)

, 62

Levene’s statistic

, 142, 149, 155

Levene’s test

, 104–105

Likert scales

, 98

Limitations (of the TDQ study)

, 210–211

Local people

, 48, 117

Long-stay tourists

, 62

Long-term tourists

, 62

Lower priority (part of Importance Performance Analysis)

, 35

Mann–Whitney U test

, 104–105, 136–137

Marketing

, 1

Maslow theory of motivation

, 166

Maslow’s hierarchy of needs

, 172

Mass tourism

, 1

Measuring quality

, 8–36, 38–39

Midcentrics

, 64

Mixed methods

, 72

Motivations (as a factor explaining differences in tourists’ perception of destination quality)

, 63–64

Mountain tourism

, 179

Namibia

, 204

National Exhibition Centre (NEC)

, 198

Near allocentrics

, 64

Near psychocentrics

, 64

Nominal scales

, 77–78

Non-parametric tests

, 102

Non-verbal response probes

, 91

Nordic School

, 23

dimensions

, 28–31

Nordic School

, 46

Normative standards

, 20–21

North American School

, 23

dimensions

, 23–28

Novel (as a dimension of tourism destination quality)

, 120–121, 180–181

Novelty

, 181

Null hypothesis

, 105–106, 149

One-way between-groups

, 104

Open-ended questionnaires

, 74, 82

Opportunity

, 47, 51–52

Origin of tourists (as a factor affecting tourists’ perception of destination quality)

, 60–61

Outcome quality

, 31

Overtourism

, 178

Parametric tests

, 102, 103

Parasuruman

, 15, 19, 20, 23–25, 27, 32, 53, 187, 191

Perceived quality

, 12

Performance

, 11, 52, 185

Personality (as a factor explaining differences in tourists’ perception of destination quality)

, 64

Physical accessibility

, 25

Physical quality

, 29–30

Physical safety

, 26

Pilot study

analysing qualitative pilot study results

, 84

implications

, 88–90

issues with piloting of research techniques

, 82–84

qualitative phase

, 80–90

qualitative pilot study results

, 84–87

sampling plan and procedures for

, 81–82

Place making

, 36–38

Place quality

, 36–38, 189–190

Plog

, 180–181

Positivism

, 67–68

Possible overkill (part of Importance Performance Analysis)

, 35

‘Post-hoc’ tests

, 106, 151

Pre-testing

, 78–79

Preservation

, 165

Previous travel experience (as a factor affecting tourists’ perception of destination quality)

, 63

Price

, 45–46

Probes

, 91

Process quality

, 31

Product life cycle theory

, 58–59

Product quality

, 36, 185–186

Psychocentrics

, 64

Pull factors

, 63

Push factors

, 63

Pyramids

, 165

Qualitative approach

, 69–70, 72–73

advantages

, 69

disadvantages

, 70

Qualitative exploratory TDQ study

, 90–95

data analysis for

, 91–95

fieldwork for

, 91

sampling procedures

, 90–91

Qualitative phase of TDQ study

, 72–95, 109

construction

, 79–80

data collection techniques

, 73–80

developing questions

, 76–79

emergent attributes and dimensions of tourism destination quality

, 110–127

pilot study

, 80–90

qualitative exploratory TDQ study

, 90–95

rationale for

, 72–73

respondents’ profile

, 109, 110

Qualitative research approach

, 24–27

Quality

, 7

conceptualising

, 8–38

contribution of leading quality management scholars

, 8–11

definition

, 9

of experience

, 51–52

gurus

, 8, 10, 13–14

of intangibles

, 39

management

, 8–15, 38–39

measurement

, 8–38

of natural environment

, 165

of opportunity

, 51–52

product quality construct

, 11–13

service quality

, 15, 18–22

in tourism

, 41–46

Quantitative approach

, 70–71

advantages

, 70–71

disadvantages

, 71

Quantitative phase of TDQ study

, 95–107, 129

attributes of tourism destination quality

, 130–134

data analysis for

, 102–103

dimensions of tourism destination quality

, 134–136

research approach

, 96–107

respondents’ profile

, 129–130

sampling plan and procedures for

, 101–102

testing for differences

, 136–157

Quantitative research

, 71

Questionnaire

, 71

Questions (deign of)

, 43–44

Reflection probes

, 91

Relaxing (as a dimension of tourism destination quality)

, 121–122, 153, 173–174

Reliability

, 11, 24

Reliability, Tangibility, Responsiveness, Assurance and Empathy (RATER)

, 27, 32, 42, 44

Requirements

, 9–10

Research philosophy

, 67–72

combining qualitative and quantitative approaches

, 71–72

qualitative approach

, 69–70

quantitative approach

, 70–71

Resort

, 47

Respondents’ profile

qualitative

, 109–110

quantitative

, 129–130

Responsiveness

, 24–25, 187

Rest

, 121

Restaurants

, 116

Safe (as a dimension of tourism destination quality)

, 122–123, 147–148, 154, 157, 166–168, 186–187

Sampling (use of in the TDQ study)

, 81–82

qualitative study

, 81

quantitative study

, 81–82

‘SARS-Induced Panic’

, 167

Satisfaction

, 51, 53–57, 63

Security

, 26, 186–187

Self-administered questionnaire technique

, 96–97

designing

, 97–100

Self-completion. See Self-administered questionnaire technique

Sense of place

, 38

Sequential research design

, 2–3

Service providers

, 24

Service quality

, 15, 18–22, 36, 186–189

construct

, 22–31

dimension

, 23

measurement

, 31–36

Service quality model (Gronroos)

, 28–29

Service style

, 31

Serviceability

, 12, 185

Services

, 16–18

Services accessibility

, 25

Services marketing

, 15–36, 38–39, 41–46

limitations

, 43–46

theory of quality

, 49–51

SERVPERF scale

, 34

SERVQUAL scale

, 31–34, 42–44, 53

Seven-point Likert-type rating scale

, 98

Severe acute respiratory syndrome (SARS)

, 167

Shopping

, 53

Short-stay tourists

, 62

‘Soft’ data

, 69

Stakeholders

, 49–50

Standard F-statistics

, 144

Statistical data analytical techniques for comparing groups in TDQ study

, 103–107

Statistical Process Control (SPC)

, 14

Stonehenge

, 165

Strategic

choice

, 212

management

, 212

options

, 1

planning

, 213–214

quality

, 3

Strategy

, 2

Strength of association

, 107

Strengths, Weaknesses, Opportunities, Threats analysis (SWOT analysis)

, 194, 197

Survey research

, 96

t-test (use of in the TDQ study)

, 104, 136–137

Tamhane’s T2 test

, 144

Tangibility

, 27

Tangibles

, 31

Technical durability

, 12

Technical quality

, 28–29

Theoretical contribution (of the TDQ study)

, 208–210

Theoretical sampling

, 90–91

Theory

, 207

Total Quality Management (TQM)

, 14

Tour guides

, 172–173

Tourism Area Life Cycle theory (TALC theory)

, 58, 179

Tourism destination

, 2, 47–49

case studies of

, 194–205

Tourism destination quality (TDQ)

, 3, 49–52, 161, 207

attributes

, 3, 54–56, 130–134

conceptualising

, 47–59

definition

, 3, 5

diagnostic tool for attaining

, 217–220

diagnostic tool to help destinations in achieving quality

, 212–220

dimensions

, 3, 134–136

emergent attributes and dimensions of

, 110–127

factors influencing

, 60–64

findings

, 161–163

implications for practice

, 211–212

limitations and directions for future research

, 210–211

perspectives

, 58–59

qualitative phase

, 72–95

with quality constructs

, 182–192

quantitative phase of TDQ study

, 95–107

research philosophy

, 67–72

study

, 2–3

theoretical contributions

, 208–210

tourists associating dimensions with

, 163–182

Tourism services

, 46

Tourist(s)

, 1, 44–45, 167

age

, 61–62

behavioural intentions

, 4

experience

, 4

gender

, 60

income

, 62

information

, 113

loyalty

, 2

origin

, 60–61

personality

, 64

perspective

, 58, 192–194

Trafalgar Square

, 90

Triangulation of places of data collection

, 81–82

TripAdvisor

, 45

Tukey’s HSD test

, 106, 144, 151

Two-dimensional framework of destination product

, 53–57

Uncrowded (as a dimension of tourism destination quality)

, 124, 146–147, 174–175

Understanding/knowing the Customer

, 26–27

Unhappy tourists

, 1

Uniqueness of data generated

, 80, 86

Unitisation

, 92–93

Unsafe (in relation to destination quality)

, 167

Value

, 11

Varied (as a dimension of tourism destination quality)

, 124–126, 147, 154, 175–177

Venturers. See Allocentrics

Verifiability

, 70

Well-kept (as a dimension of tourism destination quality)

, 126–127, 145–146, 154–157, 170–171

Winter sports

, 179

Zeithaml

, 11, 15, 16, 17, 21–22, 25, 98

Zone of indifference

, 22

Zone of tolerance

, 21–22

Zone of uncertainty

, 22