The Role of Quality of Services in Tourism Activity

Emilia Pascu () and Oana-Mihaela Orheian ()
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Emilia Pascu: Dimitrie Cantemir Christian University, Faculty of Tourism and Commercial Management, Bucharest, Romania
Oana-Mihaela Orheian: Dimitrie Cantemir Christian University, Faculty of Tourism and Commercial Management, Bucharest, Romania

The Annals of Dimitrie Cantemir Christian University. Economy, Commerce and Tourism Series, 2012, vol. 4, issue 1, 69-79

Abstract: We can say that compared to products quality, service quality is relative, as a matter of balance, meaning that it requires an approach on several levels, and his assessment is quite difficult to achieve and quantify. For obtain differential advantage, service providers have to improve quality aiming to overcome the perceived quality of consumer expectations. For this purpose, organizations must identify: what are the main factors determinants of service quality, what are the customer expectations who want to access services from the company provider, how consumers assesses company services compared to their expectations.

Keywords: quality; services; products; consumers (search for similar items in EconPapers)
JEL-codes: M1 M2 (search for similar items in EconPapers)
Date: 2012
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