Models of Quality Management in the Tourism Field

• Author: Doru Plesea, Adina Liana Camarda
• Position: George Baritiu University of Brasov
• Pages: 603-608

Models of Quality Management in the Tourism Field

Doru Pleşea1, Adina Liana Camarda2

1“George Bariţiu” University of Brasov, plesea_doru@yahoo.com

2“George Bariţiu” University of Brasov, adinaturism@yahoo.com

Abstract. Integrated Qu ality Management must not be considered as a method guaranteeing immediate

success, but it may lead to certain key-benefits on the groun ds of which success may be achieved. The quality

exists only if a product or a service fulfills the demands and the expectations of the customers. Consequently,

a strategy based on the quality standards established by the total customer knowledge must be obtained.

Keywords: tourism, quality management, models, services, standards.

1 Introduction

Total quality management systems are a common feature of the approach that suppliers of specific

tourist services (tour operators, travel agents, hotels, restaurants, etc.) are developing. Nevertheless, as

far as tourists are concerned, the satisfaction derived from staying at a certain destination does not

only depend on their experience of specific tourist services, but also on more general factors, such as

hospitality, safety, sanitation and salubrity, traffic and visitor management (A. Camarda, 2006)1.

The success of a destination in terms of tourist satisfaction stands as a function with several

independent components. This stresses the need for a strategic and integrated planning of the tourist

destinations together with the selective use of specific instruments and techniques through which the

integrated quality management (including quality control) can be put into practice in the destination.

The working definition of the integrated quality management developed in the tourist destinations in

order to supply practical recommendations is (European Commission, 1998)2:

‘… an approach to managing a tourism destination which focuses on an ongoing process of improving

visitor satisfaction, while seeking to improve local economy, the environment and the quality of life of

the local community.’

The diagram below describes this process.

1 A. Camarda, N. Rădulescu – The Management of Tourism, Omnia Uni S.A.S.T. Brasov, 2008

2 European Commission Integrated Quality Management în Tourism, (1998), Mayrhofen, Austria, July , pp.69-74

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