Advanced Search
MyIDEAS: Login to save this paper or follow this series

To know and satisfy tourist clients’ needs – a premise for achieving superior quality services

Contents:

Author Info

  • Iordache, Carmen
  • Ciochina, Iuliana
  • Decuseara, Razvan
  • Chitu, Ramona

Abstract

Clients’ satisfaction should be the main objective of any tourist company, and this involves a good knowledge of consumers’ expectations. Offering a high quality service is obviously based on fulfilling some requirements through which the service touches the level desired by the consumer. Knowing the consumers’ needs and expectations, as well as the perceptions related to the supplied service, should represent the quality management objectives of the services provided, that is, the conditions of providing performing tourist services. The tourist orientation can assure a high level of satisfaction and it involves the identification of his desires and requirements with regard to the services offered, his proper informing, facilities and possibilities to choose the service that corresponds the best to his expectations. In order to win the clients’ trust in the services offered – modifying the clients area of tolerance (that is, to enlarge it) the trained staff of service companies should be more sensitive to the clients needs, suggestions, dissatisfactions and preoccupations. A highly important condition for achieving the objectives of satisfying clients is the service company employees’ satisfaction. The trained staff is responsible to offer high quality services and satisfaction to the consumer, the latter’s behavior being able to increase or decrease the name of the service company. The staff’s efficient leading objective – and of the service offering process – can be achieved by a successful practicing of internal marketing, that has in view developing the staff motivation and its stimulation in the effort to offer high quality services. The fundamental strategy of internal marketing is to form faithful clients from its own employees. Satisfying internal clients’ requirements, the service company increases its ability to satisfy successfully external consumers’ needs.

Download Info

If 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.
File URL: http://mpra.ub.uni-muenchen.de/6760/
File Function: original version
Download Restriction: no

Bibliographic Info

Paper provided by University Library of Munich, Germany in its series MPRA Paper with number 6760.

as in new window
Length:
Date of creation: 15 Jan 2008
Date of revision:
Handle: RePEc:pra:mprapa:6760

Contact details of provider:
Postal: Schackstr. 4, D-80539 Munich, Germany
Phone: +49-(0)89-2180-2219
Fax: +49-(0)89-2180-3900
Web page: http://mpra.ub.uni-muenchen.de
More information through EDIRC

Related research

Keywords: tourist; client; service;

Find related papers by JEL classification:

This paper has been announced in the following NEP Reports:

References

No references listed on IDEAS
You can help add them by filling out this form.

Citations

Lists

This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

Statistics

Access and download statistics

Corrections

When requesting a correction, please mention this item's handle: RePEc:pra:mprapa:6760. See general 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: (Ekkehart Schlicht).

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.