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Abstract In this paper, the salient complexities characterising quality management at the tourism destination are outlined, and in light of these, a number of quality principles are deemed particularly appropriate for the further investigation of destination quality management (DQM). The complexities include the significant number of services provided at the destination, the highly fragmented nature of the tourism destination product and the large number of small businesses that go to comprise this product. General principles are drawn from the SERVQUAL, Kano and EFQM Business Excellence models in order to provide a tentative framework for investigating how one destination has striven to overcome these challenges. The example of the Pays Cathare Region in southern France, which has been recognised by the European Commission as an example of best practice in integrated quality management (IQM), shows how these quality tenets can be translated from the theoretical framework into actual practice by means of its destination quality brand. Copyright © 2003 John Wiley &Sons, Ltd.
Woods et al. (2003) studied this question.