Models of Quality Management in the Tourism Field
Doru Pleşea1, Adina Liana Camarda2
1“George Bariţiu” University of Brasov, firstname.lastname@example.org
2“George Bariţiu” University of Brasov, email@example.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.
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