ABSTRACT
Locals matter is the main message from the start of Chapter 3. It is stated that the quality of life and well-being of residents are two critical indicators that should be continuously assessed by DMOs. The chapter explains that tourism can enhance the quality and life and well-being of local residents and conversely it can damage or diminish them. The positives and negatives of tourism make it essential for destination management and DMOs to always be listening to residents. Another important lesson delivered within this chapter is that destination resident well-being is better when they feel they have been consulted (in advance) and when their voices have been heard and acted upon. There are several examples in Chapter 3 in which the opinions and feelings of locals have been ignored.
