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Effective management of customer satisfaction and complaints is essential for organisations in terms of profitability and sustainability. Ineffective handling of complaints increases frustration and dissatisfaction, reinforces negative consumer reactions a

Heritage tourism is tied to myth making and stories; creative content that can be shared, stored, combined and manipulated, but that depends on a unique cultural or natural history. A significant section of the wider phenomenon that is cultural tourism, heritage tourism is a demand-driven industry that continues to be a subject of heated debate in academic circles.

Beginning with an overview of the subject, this book considers the conservation and revitalization of heritage destinations, as well as the role local communities have in supporting an attraction. It then discusses...