Quality - a competitive advantage on the hotel services market. Case study: Marriott Hotels & Resort versus Radisson Blu

• Author: Madar A.
• Pages: 141-146

Bulletin of the Transilvania University of Braşov

Series V: Economic Sciences • Vol. 10 (59) No. 2 - 2017

Quality - a competitive advantage on the hotel services

market. Case study: Marriott Hotels & Resort versus

Radisson Blu

Anca MADAR1

Abstract: The success of a business is determined by how customers perceive the quality

they offer. Therefore, the activity of any organization should be directed towards knowing

the needs of consumers, who have become better acquainted with the assessment of the

quality of products and services and therefore increasingly demanding. The purpose of this

paper is to identify the quality strategies implemented by two hotel chains recognized

internationally.

Key-words: Quality, hotel services, hotel chain, quality strategies

1. Introduction

Quality is a concept used in all areas of economic and social life, which has a

subjective character and has particular significance for specific areas, functions, or

objects. In order to create a market advantage the firm can bring superior

technology, quality or brand strength (Boșcor, D. p. 31). Quality has been defined in

various ways by experts or consultants in quality, that assigns different meanings to

them. In marketing, quality issues are focused on the determinants of purchasing

behavior and customer satisfaction.

The high quality of the products or services offered by companies are basic

criteria for achieving customer satisfaction and profitability. A high level of quality

will result in more customer satisfaction, often allowing cost savings, increasing

profitability and ensuring product / service competitiveness on the market.

Consumer satisfaction is a vital issue for all those involved in the tourism sector, and

service quality is a real global strategic force but, at the same time, it is difficult to

apply (Băltescu, p.137).

In the explanatory dictionary of the Romanian language it is stated: "Quality

is the totality of the attributes and essential aspects by virtue of which one thing is

what it is, differing from the other things" (DEX).

1 Transilvania University of Braşov, ancamadar@unitbv.ro