TQM and Knowledge Management in Tourism (CROSBI ID 123132)
Prilog u časopisu | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Avelini Holjevac, Ivanka ; Maškarin, Helga
engleski
TQM and Knowledge Management in Tourism
Employee knowledge can contribute to a considerable extent to improving service quality and guset satisfaction in the hotel. In implementing Knowledge Management, the hospitality industry is lagging behind other service industries. Total Quality Management focuses on the customer, the tourist, the guest and his/her desires, needs and expectations. Hotel management needs to carry out a range of activities which will bring the quality of the hotel offer in line with market demand. One of such activities is Knowledge Management.
Knowledge Management; Hotels; TQM; Customer Satisfaction
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