内在罗马尼亚旅馆行业增加的旅游竞争前提下服务质量系统的重估外文原文.pdfVIP

Quality Management in Services Adriana Anca Cristea Dimitrie Cantemir Christian University, Bucharest, Romania E-mail: astearic @ Abstract The main priority both at microeconomic and macroeconomic level is to provide high quality tourist services; more and more countries, as well as tourist enterprises are setting their own standards for services and quality. In spite of the many advantages granted by the standards and the management quality system, these instruments of ensuring the quality of services in the hospitality industry are limited in terms of coverage and action area due to the fact that they do not allow national level quality insurance. The new system should include: the total amount of criteria, the methods of the assessment, the designation of the institutions to be involved in the implementation of the system, the improvement of the system, as well as designating the staff that will evaluate the results and create the correcting measures. The proposed system requests: completion of the extra criteria as per the methodological norms of stars classification based on quality elements on one side and the implementation by the Ministry of Tourism of the good practice standards, through a specialised office who will be in charge with the implementation of a compulsory self-evaluation system, the use of the information provided by the“ mystery client” both by the Ministry and the organization to double check if the necessary and extra criteria are respected, the quality of services and the staff behaviour, in view of increasing the hotel services’ quality and food industry in Romania. Keywords: quality management, standards of quality, extra-criteria of classification, hospitality industr