IDEAS home Printed from https://ideas.repec.org/p/boh/wpaper/04_2021.html
   My bibliography  Save this paper

Quality Management as a Tool to Ensure the Competitiveness of Tourism Service Providers

Author

Listed:
  • Jana Novotná

Abstract

The presented paper deals with the topic of increasing the quality of services provided the in the field of tourism. It is especially focused on the Czech Service Quality System (CSQS), which represents such a quality management tool in the market environment of the Czech Republic. This system has been operating as a quality management tool for ensuring competitiveness in the conditions of the Czech Republic since 2010. After a 10 year period, it is therefore appropriate to verify and evaluate its current use in practice. The main goal of the paper is to analyse the current level of implementation of this tool and its practical use. The research verifies the use of the Czech system of service quality among the managers of the selected tourism organizations certified in the system. For this purpose, qualitative research is used, specifically the form of guided interviews with these leading representatives of selected certified organizations. Partial goals of the paper are the detailed description of the Czech Service Quality System, including the reasons that led to the implementation of this system and the description of its operation. To determine the current level of implementation of the system, a quantitative research and statistical evaluation of the total number of certified organizations was performed, including a detailed procedure in various stages of certification, as well as performing interregional analysis or compiling the structure of certified organizations. Furthermore, a comparison was made with analogous systems operating in Germany (ServiceQualität Deutschland) and in Switzerland (Quality Programme of Swiss Tourism). In the light of the findings, it turns out that certification in the system can be considered a positive and responsive step towards customers, as well as an effective tool for increasing competitiveness.

Suggested Citation

  • Jana Novotná, 2021. "Quality Management as a Tool to Ensure the Competitiveness of Tourism Service Providers," Economics Working Papers 2021-04, University of South Bohemia in Ceske Budejovice, Faculty of Economics, revised 10 Sep 2021.
  • Handle: RePEc:boh:wpaper:04_2021
    DOI: 10.32725/ewp.2021.004
    as

    Download full text from publisher

    File URL: http://ewp.ef.jcu.cz/doi/10.32725/ewp.2021.004.html
    Download Restriction: free of charge

    File URL: http://ewp.ef.jcu.cz/doi/10.32725/ewp.2021.004.pdf
    Download Restriction: free of charge

    File URL: https://libkey.io/10.32725/ewp.2021.004?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Wolfgang Pesendorfer, 2006. "Behavioral Economics Comes of Age: A Review Essay on Advances in Behavioral Economics," Journal of Economic Literature, American Economic Association, vol. 44(3), pages 712-721, September.
    2. Soultana Kapiki, 2012. "Quality Management in Tourism and Hospitality: an Exploratory Study among Tourism Stakeholders," International Journal of Economic Practices and Theories, Academy of Economic Studies - Bucharest, Romania, vol. 2(2), pages 53-61, April.
    3. Mariya Stankova & Tsvetomir Tsvetkov & Lyubov Ivanova, 2019. "Tourist development between security and terrorism: empirical evidence from Europe and the United States," Oeconomia Copernicana, Institute of Economic Research, vol. 10(2), pages 219-237, June.
    4. Filieri, Raffaele & Alguezaui, Salma & McLeay, Fraser, 2015. "Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth," Tourism Management, Elsevier, vol. 51(C), pages 174-185.
    5. John Malcolm Dowling & Yap Chin Fang, 2007. "Modern Developments in Behavioral Economics:Social Science Perspectives on Choice and Decision Making," World Scientific Books, World Scientific Publishing Co. Pte. Ltd., number 6285, February.
    6. Chen, Ching-Fu & Phou, Sambath, 2013. "A closer look at destination: Image, personality, relationship and loyalty," Tourism Management, Elsevier, vol. 36(C), pages 269-278.
    7. M. Thea Sinclair, 1998. "Tourism and economic development: A survey," Journal of Development Studies, Taylor & Francis Journals, vol. 34(5), pages 1-51.
    8. Dogru, Tarik & Sirakaya-Turk, Ercan & Crouch, Geoffrey I., 2017. "Remodeling international tourism demand: Old theory and new evidence," Tourism Management, Elsevier, vol. 60(C), pages 47-55.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Luke Emeka Okafor & Usman Khalid, 2021. "Regaining international tourism attractiveness after an armed conflict: the role of security spending," Current Issues in Tourism, Taylor & Francis Journals, vol. 24(3), pages 385-402, February.
    2. Usman Khalid & Luke Emeka Okafor & Nusrate Aziz, 2020. "Armed conflict, military expenditure and international tourism," Tourism Economics, , vol. 26(4), pages 555-577, June.
    3. Quang Hai Nguyen, 2021. "Impact of Investment in Tourism Infrastructure Development on Attracting International Visitors: A Nonlinear Panel ARDL Approach Using Vietnam’s Data," Economies, MDPI, vol. 9(3), pages 1-20, September.
    4. Andreja Benkovic & Juan Felipe Mejía, 2008. "Tourism as a driver of economic development: The Colombian experience," Documentos de Trabajo de Valor Público 10630, Universidad EAFIT.
    5. David Laibson, 1997. "Golden Eggs and Hyperbolic Discounting," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 112(2), pages 443-478.
    6. Isabel Cortés-Jiménez & Manuel Artís, 2005. "The role of the tourism sector in economic development - Lessons from the Spanish experience," ERSA conference papers ersa05p488, European Regional Science Association.
    7. Sanja Kovačić & Tamara Jovanović & Miroslav D. Vujičić & Alastair M. Morrison & James Kennell, 2022. "What Shapes Activity Preferences? The Role of Tourist Personality, Destination Personality and Destination Image: Evidence from Serbia," Sustainability, MDPI, vol. 14(3), pages 1-22, February.
    8. Marrocu, Emanuela & Paci, Raffaele, 2011. "They arrive with new information. Tourism flows and production efficiency in the European regions," Tourism Management, Elsevier, vol. 32(4), pages 750-758.
    9. NaHyun Lee & Bong-Seok Kim, 2023. "Differences of Host Country-Destination Image Assessment for International Students According to Risk Perception in COVID-19 Tourism," SAGE Open, , vol. 13(3), pages 21582440231, July.
    10. Tavakoli, Rokhshad & Mura, Paolo, 2018. "Netnography in tourism – Beyond Web 2.0," Annals of Tourism Research, Elsevier, vol. 73(C), pages 190-192.
    11. Arie Stoffelen & Dominique Vanneste, 2017. "Tourism and cross-border regional development: insights in European contexts," European Planning Studies, Taylor & Francis Journals, vol. 25(6), pages 1013-1033, June.
    12. Yamaka, Woraphon & Zhang, Xuefeng & Maneejuk, Paravee & Ramos, Vicente, 2023. "Asymmetric effects of third-country exchange rate risk: A Markov switching approach," Annals of Tourism Research, Elsevier, vol. 103(C).
    13. Mustafa Terzioglu & Ummuhan Gokovali, 2016. "Economic linkages and leakages in the hotel industry," Tourism Economics, , vol. 22(4), pages 715-728, August.
    14. Shastitko, Andrey & Golovanova, Svetlana, 2016. "Meeting blindly… Is Austrian economics useful for dynamic capabilities theory?," Russian Journal of Economics, Elsevier, vol. 2(1), pages 86-110.
    15. Tine Bertoncel & Ivan Erenda & Maja Meško, 2018. "Best Practices. Managerial Early Warning System as Best Practice for Project Selection at a Smart Factory," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 20(49), pages 805-805, August.
    16. Schubert, Stefan Franz & Brida, Juan Gabriel, 2009. "A Dynamic Model of Economic Growth in a Small Tourism Driven Economy," MPRA Paper 16737, University Library of Munich, Germany.
    17. Zhou, Bo & Zhang, Ying & Zhou, Peng, 2021. "Multilateral political effects on outbound tourism," Annals of Tourism Research, Elsevier, vol. 88(C).
    18. Perez-Vega, Rodrigo & Hopkinson, Paul & Singhal, Aishwarya & Mariani, Marcello M., 2022. "From CRM to social CRM: A bibliometric review and research agenda for consumer research," Journal of Business Research, Elsevier, vol. 151(C), pages 1-16.
    19. Román, Sergio & Riquelme, Isabel P. & Iacobucci, Dawn, 2023. "Fake or credible? Antecedents and consequences of perceived credibility in exaggerated online reviews," Journal of Business Research, Elsevier, vol. 156(C).
    20. Azer, Jaylan & Anker, Thomas & Taheri, Babak & Tinsley, Ross, 2023. "Consumer-Driven racial stigmatization: The moderating role of race in online consumer-to-consumer reviews," Journal of Business Research, Elsevier, vol. 157(C).

    More about this item

    Keywords

    competitiveness; Czech Service Quality System; quality; service; tourism;
    All these keywords.

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • O15 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Economic Development: Human Resources; Human Development; Income Distribution; Migration
    • O22 - Economic Development, Innovation, Technological Change, and Growth - - Development Planning and Policy - - - Project Analysis

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:boh:wpaper:04_2021. See general information about how to correct material in RePEc.

    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 CitEc recognized a bibliographic reference but did not link an item in RePEc 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 RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Markéta Matějíčková (email available below). General contact details of provider: https://edirc.repec.org/data/efjcucz.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.