Pregled bibliografske jedinice broj: 59947
Developing Service Quality in Tourism
Developing Service Quality in Tourism // Proceedings of 2nd International Scientific Conference ťEconomics and Ecology in Function of Tourism DevelopmentŤ, / Mujačević, Elvis ; Stano, Roman (ur.).
Opatija: Faculty for Tourism and Hospitality Management & Faculty of Come, 1999. str. 29-37 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)
CROSBI ID: 59947 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Developing Service Quality in Tourism
Autori
Borković-Vrtiprah, Vesna ; Ban, Ivo
Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni
Izvornik
Proceedings of 2nd International Scientific Conference ťEconomics and Ecology in Function of Tourism DevelopmentŤ,
/ Mujačević, Elvis ; Stano, Roman - Opatija : Faculty for Tourism and Hospitality Management & Faculty of Come, 1999, 29-37
Skup
2nd International Scientific Conference ťEconomics and Ecology in Function of Tourism DevelopmentŤ
Mjesto i datum
Opatija, Hrvatska, 19.11.1999
Vrsta sudjelovanja
Predavanje
Vrsta recenzije
Međunarodna recenzija
Ključne riječi
tourism; service quality program; total quality
Sažetak
Business properties in tourism have to place more attention on quality for three main reasons: (a) customers are more demanding of the products and services they buy, and the way in which theses products and services are delivered; (b) the development of sophisticated technology allows managers to provide a wealth of potential additional and convenience services, although personal contact is still seen as highly valued; (c) in an increasingly competitive and international market place, quality is seen as providing the edge of competitive advantage.
Customers evaluate delivered service against their expectation. Expectations are formed by prior experience with the product, word of mouth, the firms external communication, and publicity. High quality builds loyal customers and creates positive word of mouth. For that reason the driving force of quality management approach is the focus on the satisfaction of customer needs. This involves the whole organization in looking for ways of continually improving the products or services delivered. The emphasis is on a management-led more towards team-work and employee participation and motivation which, taking a whole-system perspective, can involve organizations in significant changes in their culture. Whereas it is relatively easily to introduce new systems and procedures, changing the culture is a much more difficult, but essential task.
Izvorni jezik
Engleski
