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Reliability and Flexibility in the Quality Management of Tourism Products

Author

Listed:
  • Pavel Stanciu

    () (University „Stefan cel Mare” Suceava, Romania)

  • Cristian Valentin Hapenciuc

    () (University „Stefan cel Mare” Suceava, Romania)

Abstract

During its consolidation as an economic science, tourism has formed its own emergent market, characterized by factors with specific action and heterogeneous elements. On this slightly atypical market the quality of tourism products and services tends to become an element of competitive differentiation. Constantly practicing high standard quality services allows obtaining certain notoriety both for the tourism services providers and for the promoted destination. Continuous monitoring and improvement of tourism products quality must base on the correspondence relation between the satisfaction, perception and tourists’ expectancies. Nowadays tourist wants to be offered multiple choices, to discover the tourism offer suitable to satisfy the most diverse preferences. He is not willing to make any concession regarding the quality of the tourist products he is being offered. His discontents are linked, mainly, to poor performance of the staff training activity, to lack of equipment and facilities compared to the ones present in other states of the European Union and to the infrastructure’s precarious state. In order to emphasize the way of perceiving the tourism products quality among tourists who had visited Bukovina, during December the 20th 2008 and January the 20th 2009, we developed a socio-statistic research on a sample of 151 tourists accommodated in the lodge units within Suceava county. The study results emphasized that because of the global economic crisis, the tourism products quality is more frequently perceived as a differentiation element between tourism agencies, and Romanian tourists stress more then ever this detail. This way, touristic product Bukovina, suggests in an accurate manner the overall image of Romanian tourist reported to services quality level of in the national tourism area.

Suggested Citation

  • Pavel Stanciu & Cristian Valentin Hapenciuc, 2009. "Reliability and Flexibility in the Quality Management of Tourism Products," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 11(26), pages 482-493, June.
  • Handle: RePEc:aes:amfeco:v:11:y:2009:i:26:p:482-494
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    References listed on IDEAS

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    1. Alexandru Nedelea, 2005. "The Characteristics and Structure of the Tourism Market," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 7(18), pages 48-55, November.
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    Cited by:

    1. Valentin HAPENCIUC & Pavel STANCIU & Iulian CONDRATOV & Ruxandra BEJINARU, 2011. "Valorification Of The Touristic Potential And Of The Intellectual Capital Within The Hospitality Industry - Case Study On The Touristic Area Of Sucevita – Romania," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 11(11), pages 65-70, December.
    2. POPSA Roxana Elena, 2015. "Evaluating The Possibilities Of Implementing The Quality Management At The Travel Agencies From Sibiu And Hunedoara," Revista Economica, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 67(3), pages 101-111.
    3. Ildiko IOAN & Carmen Valentina RADULESCU & Florina BRAN, 2014. "Romanian Rural Tourism: Status And Prospects By Innovative Organizational Approaches," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 17(17), pages 15-21, June.

    More about this item

    Keywords

    tourism services quality; touristic product; touristic reliability; safe tourism; tourism satisfaction;

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services

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