A Theoretical Framework based on the Role of Total Quality Management Practices and People in Tourism.

The visitor experience of a destination determines the competitiveness of a destination. Destinations are extremely competitive, however there is not much literature on quality destination management systems, suggesting there is a gap in the research. Quality has been identified as a source of competitive advantage, however the tourism environment is highly fragmented including the multitude of services that a destination comprises of, which presents a challenge of managing quality at the destination, highlighting the need for research in this area.