2006-11-15

Utilising the information gathered in four European cities, this paper discusses and tests a framework of reference for visitor friendliness, a complex concept that encapsulates the main dimensions of the urban tourism product such as its quality, accessibility and image projection. This concept is particularly relevant to assess whether investments in culture and hospitality genuinely respond to the impulses coming from the market. The case studies highlight how specic soft elements of the urban tourism product are the ones that matter most in determining the attractiveness of a city for international visitors, and yet they are often overlooked by city planners. The paper also identies a number of best practice in tourism management. r 2002 Published by Elsevier Science Ltd.