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

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

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.

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File URL: https://mpra.ub.uni-muenchen.de/6760/1/MPRA_paper_6760.pdf
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Paper provided by University Library of Munich, Germany in its series MPRA Paper with number 6760.

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Date of creation: 15 Jan 2008
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Handle: RePEc:pra:mprapa:6760
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