ABSTRACT
The growth in the heritage sector and the development in the quality phenomenon has left everyone involved eager to find out ways in which business performance can be enhanced. This chapter summarizes some of the many definitions of quality and seeks to find out what is meant by the HVA. It looks at the growth in the heritage business and suggests a structure for this sector of the tourism industry. The levels in quality development are illustrated and the growth of service quality is explored together with the relationship with tourism.
