Aspects of the implementation of quality management systems in the hospitality industry in the context of sustainable development

Anca Cristina Stanciu, Elena Condrea and Cristina Racoceanu
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Anca Cristina Stanciu: Universitatea ”Ovidius” din Constanţa, România
Elena Condrea: Universitatea ”Ovidius” din Constanţa, România
Cristina Racoceanu: Doctoral School RISE” AltieroSpielli” Center ASSOE; “Babes Bolyai” University of Cluj Napoca, Romania

Theoretical and Applied Economics, 2013, vol. XX, issue Special II, 406-416

Abstract: The numerous challenges at international level, such as globalization, increased competition, and the existing financial crisis led organizations to realize that keeping them on the market depends on the quality of their products or services. Thus, under the impact of these factors, organizations in the hospitality industry must turn their attention to the customer. The present paper aims to highlight the role of service quality in the success of the organizations acting in this area and of the importance of ISO 9000 quality management systems implementation approach for the market strategy of firms having in view a sustainable development. The research methodology follows the analysis of the characteristics and factors that influence the quality of the hospitality industry, as well as the typology of quality management systems according to ISO standards which can be applied in the organizations from this field. Consequently, are highlighted the specific elements of the service quality in the hospitality industry, and the positive and/or negative aspects concerning the approach to implement quality management systems, quality being considered a strategic element of any organization's management in the context of the sustainable development.

Keywords: quality; service; quality management; strategy. (search for similar items in EconPapers)
Date: 2013
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:agr:journl:v:xx:y:2013:i:special-ii:p:406-416

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