MANAGING SERVICE QUALITY IN THE HOSPITATILY INDUSTRY IN ALBANIA. PROBLEMES AND PERSPECTIVES

• 발행기관: 세계문화관광학회
• 저자명: Liljana Elmazi Elenica Pjero
• 간행물 정보: 『Conference Proceedings』7th International Joint World Cultural Tourism Conference 2006, 105~112쪽, 전체 8쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2006.11.30

영문 초록

Quality has become essential to the success of every business. The goal of quality is relatively simple and straightforward: to consistently meet or exceed customer expectations by providing products and services at prices that create value for customers and profits for the company. Achieving quality, on the other hand, is hardly simple and seemingly never straightforward. Throughout this paper, basic quality concepts and practices are presented - concepts and practices that more and more hospitality organisations are adopting in order to compete effectively. This paper also provides information that hospitality firms in Albania can use as assessment tools as they rethink how to do business in today s fast - paced, highly competitive environment. Most hotels and restaurants have formal systems for collecting and analysing feedback from guests. We'll show through this paper how managers of hotels in Albania get this feedback.

목차

[ABSTRACT]

INTRODUCTION

REFERENCES

키워드

Quality Customer Hotels Restaurant Product Services