IMPROVING THE QUALITY OF TOURIST SERVICES THROUGH STAFF INVOLVEMENT

Anca Gabriela Genig, Manuela Maria Șerbulescu, Manuela Dora Orboi, Simona Cristina Constantinescu

Abstract


Treated as a distinct function of the company, quality presents particularities; some of its requirements will inevitably be fulfilled by the other functions. Quality is a strategic tool of the global management of organizations because it determines to the highest degree the competitiveness of products, services, firms, companies domestically and internationally. The large volume of new knowledge about the quality of products and services, the importance and implications of quality on economic and social indicators is just a few arguments in favour of the need for every organization to make special efforts for professionalism in the approach to quality.

 


Keywords


quality; tourist services; competitiveness; economic and social indicators

Full Text:

PDF

References


BĂLĂŞOIU V., 2003, Managementul Calităţii Produselor şi Serviciilor în Turism, Editura Orizonturi Universitare, Timişoara

BELK R., SHERRY J., 2007, Consumer culture theory, Bingley: Emerald, ISBN: 9781848559844

BELOHLAVEK A., MLEZIVA L., 2012, Protectia consumatorilor, Bucuresti, C. H. Beck, ISBN: 9786061801299

CATOIU I., TEODORESCU N., BALAURE V., Comportamentul consumatorului, Bucuresti, Uranus, ISBN: 9737765095

EVANS M., FOXALL G., JAMAL A., 2009, Consumer behaviour, Chichester: John Wiley & Sons, ISBN: 9780470994658

FOXALL G., GOLDSMITH R., BROWN S., 2003, Consumer psychology for marketing London: Thomson, ISBN: 1861523718

ILIESCU D., PETRE D., 2004, Psihologia reclamei si aconsumatorului. Bucuresti: Comunicare.ro, ISBN 9737110013

KOTLER P., 2010, De la produs la consumator si la spiritul uman. Bucuresti: Publica, ISBN: 9789731931463

LEITH P., SLOAN D., 2004, Consumer behaviour in the international restaurant sector - Amsterdam: Elsevier, ISBN: 9780750657679

MARTIN SIMONA CRISTINA, 2014, Servicile – o provocare a economiei de piață, Timișoara, Editura Eurostampa, ISBN 978-606-569-925-0

NEGREA M., VOINEA L., 2013, Studiul si protectia consumatorului. Bucuresti: EdituraASE, ISBN: 978606505734

SOLOMON M., BAMOSSY G., ASKEGAARD S., 2002, Consumer behaviour: a European perspective. Harlow: Prentice Hall, ISBN: 027365182X

STANCIU C., 2008, Manualul consumatorului de alimente. Bucuresti: Oscar Print, ISBN: 9789736681974

SUTHERLAND M., SYLVESTER A., VASILE A., 2008, De la publicitate la consumator: ce "merge", ce "nu merge" si mai ales de ce. Iasi: Polirom, ISBN: 9789734611386

WRIGHT R., 2006, Consumer behaviour. London: Thomson, ISBN: 9781844801381

***www.expertturism

***www.visiteurope.com

***www.wttc.org


Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 Anca Gabriela Genig, Manuela Maria Șerbulescu, Manuela Dora Orboi, Simona Cristina Constantinescu

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

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

______________________________________________________________________________________________

Banat`s University of Agricultural Sciences and Veterinary Medicine “King Michael I of Romania” from Timisoara
Faculty of Management and Rural Tourism
300645, Timisoara, Calea Aradului 119, Romania

E-mail: tabitaadamov2003 [at] yahoo.com
Phone: +40-256-277439, Fax.: +40-256-277031