Zarządzanie jakością w usługach turystycznych

Abstract

TQM (Total Quality Management) represents a world-wide acknowledged method of management. Its principles can be found both in ISO 9001 standards and the EFQM (European Foundation for Quality Management). This paper is focused on the application of this method in the service sector, exemplified by the tourism industry. Special attention has been given to specificity of tourist product and problems related to defining quality (in technical and, first of all, functional terms) in this particular segment of the economy. In the conclusion the author pointed out some pro-quality actions that must be undertaken in order to avoid improvisation and chaos in tourist enterprises. This is meant to increase customer satisfaction leading to loyalty of a con-siderable group of customers.