CORRELATION OF THE ACCOMMODATION SERVICE WITH THE NEEDS AND REQUIREMENTS OF TOURISM SERVICE CONSUMERS

Anca Gabriela Genig, Manuela Maria Șerbulescu, Alen Dorian Ciclovan, Sabin Chiș, Simona Cristina Constantinescu

Abstract


In today's highly competitive market, many organizations offer the same assortment of products or services on a large scale. The quality of the services or products is essential, but this is a minimum requirement, what really matters is the quality of the total customer relations. There are four main expectations: the level of service performance; the relational level; reactivity in case of a problem; predictability of service quality (applied to the first three expectations). Customers who are satisfied with a service become loyal, but if they are not satisfied, they tell their disappointments to those around them and go to the competition, without expressing their direct dissatisfaction with the service provider. The inevitable path is the search for a sustainable level of service quality, taking into account that it is foreseen, measured, improved, coordinated and even ensured over time; there are many points in common with the methods used for the quality of industrial products and the service quality approaches account of the major specificity of the service, the relational dimension.

 


Keywords


accomodation services; quality of services; sustainable level of service quality

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Copyright (c) 2023 Anca Gabriela Genig, Manuela Maria Șerbulescu, Alen Dorian Ciclovan, Sabin Chiș, Simona Cristina Constantinescu

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LUCRĂRI ȘTIINȚIFICE MANAGEMENT AGRICOL

ISSN print 1453-1410
ISSN online 2069-2307
(former ISSN 1453-1410, E-ISSN 2069-2307)

PUBLISHER: AGROPRINT Timisoara, Romania
PAPER ACCESS: Full text articles available for free
FREQUENCY: Annual
PUBLICATION LANGUAGE: English

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Banat`s University of Agricultural Sciences and Veterinary Medicine “King Michael I of Romania” from Timisoara
Faculty of Management and Rural Tourism
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