Quality standards in tourism based on certification of Tourist Information Offices in Malopolska (Standardy jakosci w turystyce na przykladzie certyfikacji punktow Informacji Turystycznej - pierwsza edycja w Malopolsce)

Anna Batko ()
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Anna Batko: Wydzial Zarzadzania i Administracji, Uniwersytet im. Jana Kochanowskiego

Problemy Zarzadzania, 2012, vol. 10, issue 37, 229-244

Abstract: This article aims to discuss the problem of quality in regional networks of Tourist Information (it). In particular, it analyses the procedures implemented in order to improve tourist services. The main question concerned the methods of auditing the tourist services in 2009-2010, how and by whom the audit was organized. The whole study follows the scientific guidelines of the Theory of Management. The results are as follows: seventeen establishments applied for the first certification in 2010. The following areas went under scrutiny: qualifications of the customer representatives, the range of services at the tourist information offices, visual appeal, the use of media and the quality of the equipment. The final score for the tourist information ranged from satisfactory to good and the results have been used in order to improve the quality of customer service at the certified offices.

Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:sgm:pzwzuw:v:10:i:37:y:2012:p:229-244

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