Characteristics of Quality Management in Tourism Services
Quality has become a strategic element of organisations’ management, as it is at the basis of product and services competitiveness domestically and internationally. Quality must be understood by the superlative of excellence, signifying the maximum possible satisfaction of the customer’s needs in a dynamic context. Services represent one of the sectors of modern economy that register significant dynamics. Achieving customer satisfaction is essential to developing or maintaining business. Thus, current trends in quality management lead to integrated solutions for quality insurance. We notice the direction towards adopting the concept of total quality management, in which the emphasis is on the participation of the entire staff to achieving and improving the quality of tourism services. In all tourist service companies we notice the need to align with the EU requirements on quality.
Volume (Year): XII (2012)
Issue (Month): 1 (May)
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