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Quality Management System in the Tourist Information Centre Sector
[Systém řízení kvality v sektoru turistických informačních center]

Author

Listed:
  • Monika Palatková

Abstract

The paper deals with quality management in the sector of Tourist Information Centres (TIC) in the Czech Republic and the development of the quality management systems in the sector as part of the national quality management system in tourism. Since the TICs perform a prominent role in destination marketing management, the quality of their services seems to be of high importance. To set the particular quality criteria and to include the TIC segment in the national quality management system, an analysis and extensive research among visitors to TICs, employees and founders of TICs in the Czech Republic has been accomplished. Another analysis focused on twelve selected national quality management systems abroad using secondary research and on-line interviews with selected specialists on TIC quality. The analysis abroad comprised personal consultations with TIC specialists in England. The observed results implied the conclusion to use the SERVQUAL model and to integrate quality management systems in TICs into the national system based on the principles of the three-level Swiss quality management system.

Suggested Citation

  • Monika Palatková, 2011. "Quality Management System in the Tourist Information Centre Sector [Systém řízení kvality v sektoru turistických informačních center]," Acta Oeconomica Pragensia, Prague University of Economics and Business, vol. 2011(4), pages 39-54.
    • Handle: RePEc:prg:jnlaop:v:2011:y:2011:i:4:id:339:p:39-54
    DOI: 10.18267/j.aop.339
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    More about this item

    Keywords

    Tourist information centres; quality; quality management system; destination marketing management; SERVQUAL;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M38 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Government Policy and Regulation

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