Review article
https://doi.org/10.20867/thm.2.1.3
Development strategies and the quality of supply in the hospitality industry
Vesna Borković
; Fakultet za turizam i vanjsku trgovinu Dubrovnik, Sveučilište u Splitu
Abstract
This paper identifies the importance of quality of all tangible and intangible components of supply in the hospitality industry and analyses the meaning, development possibilities and the maintenance of the quality as the key strategy for a successful dealing. The quality management approach is suggested starting from the identification of consumer expectations as the basis for forming supply. Focusing the activities on consumer, by constant monitoring and measuring the extent of satisfaction of each component of supply and by implementing the concept of total quality management (TQM) it is possible to achieve not only a good marketing position, but also the improvement of loyalty and satisfaction of all employed.
Keywords
quality; hospitality industry; consumer expectations; TQM; control
Hrčak ID:
182472
URI
Publication date:
30.7.1996.
Visits: 1.823 *