engleski

Total Quality Management:Concept and Application in Tourism and Hotel Industry

Conditioned by fierce competition and increasing consumer demands quality has become the fundamental factor for market survival, profitability and the country's total economic development. Total Quality Management (TQM) is a system which guarantees a stipulated quality. Quality is, therefore, the result of a defined TQM system. Since the one of Croatia's economic weaknesses and causes of poor business productivity and performance is the unsatisfactory quality of its products and services special attention is devoted to this theme with the objective to explain and interpret this concept, to emphasise the advantages of implementing a total quality system for Croatia's economy, especially for the tourist and hotel industry.

Quality; Management; Customer Satisfaction; Total Quality Management

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