Considerations Regarding Quality Management in Services as a Marketing Instrument for Increasing Customers’ Satisfaction in Tourism Products
AbstractThe development of service sector – as a defining trait of modern market economy – demands permanent improvement of theory and applications in the domain of quality. Following this statement one can notice a considerable evolution of the advanced approach associated to the concept of quality management in services of specialists bringing to attention modalities and instruments that are more and more sophisticated with the intention to give consistent answers to the management teams of all activities included in the field of services. In this context modern marketing is able to give specialists from academic or real economic environment scientific fundamental approaches that are capable to bring closer together the desired efficiency and efficacy to real consumers’ requests and perceptions. The quality management approach at tourist’s services level underlines important particularities, creating a symbiosis between percepts and theoretical concepts and the practical need to fundament decisions in the tourist’s services quality management. In a modern vision these are approached gradually, in four steps: quality control, quality insurance, total quality control and total quality management. For each step are specified the operational type of quality, level of approach considering marketing activities and users typology. According to each step of knowledge there are developed the instruments, techniques and work methods, fact that amplifies the opportunities to detail this kind of approaches to operational level – with special address to tourism management.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by Academy of Economic Studies - Bucharest, Romania in its journal The AMFITEATRU ECONOMIC journal.
Volume (Year): 11 (2009)
Issue (Month): 26 (June)
quality; quality management; marketing; customer satisfaction;
Find related papers by JEL classification:
- M31 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising - - - Marketing
- L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Recreation; Tourism
- M10 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - General
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statisticsgeneral information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Gavrila Alexandru).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.