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The Role of Quality of Services in Tourism Activity

Author

Listed:
  • Emilia Pascu

    (Dimitrie Cantemir Christian University, Faculty of Tourism and Commercial Management, Bucharest, Romania)

  • Oana-Mihaela Orheian

    (Dimitrie Cantemir Christian University, Faculty of Tourism and Commercial Management, Bucharest, Romania)

Abstract

We can say that compared to products quality, service quality is relative, as a matter of balance, meaning that it requires an approach on several levels, and his assessment is quite difficult to achieve and quantify. For obtain differential advantage, service providers have to improve quality aiming to overcome the perceived quality of consumer expectations. For this purpose, organizations must identify: what are the main factors determinants of service quality, what are the customer expectations who want to access services from the company provider, how consumers assesses company services compared to their expectations.

Suggested Citation

  • Emilia Pascu & Oana-Mihaela Orheian, 2012. "The Role of Quality of Services in Tourism Activity," The Annals of Dimitrie Cantemir Christian University. Economy, Commerce and Tourism Series, Faculty of Management in Tourism and Commerce Bucharest, "Dimitrie Cantemir" Christian University, Bucharest, Romania, vol. 4(1), pages 69-79, June.
    • Handle: RePEc:dcc:adcect:v:4:y:2012:i:1:p:69-79
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    More about this item

    Keywords

    quality; services; products; consumers;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M2 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics

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