Naslov
TQM and Knowledge Management in Tourism

Autori
Avelini Holjevac, Ivanka ; Maškarin, Helga

Izvornik
Informatologia (1330-0067) 38 (2005), 4; 231-236

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
Knowledge Management; Hotels; TQM; Customer Satisfaction

Sažetak
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.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA