Acta Univ. Agric. Silvic. Mendelianae Brun. 2010, 58, 607-612

https://doi.org/10.11118/actaun201058060607
Published online 2014-07-17

Approaches to the quality management in tourism services

Ida Vajčnerová1, Kateřina Ryglová2

1Ústav marketingu a obchodu, Mendelova univerzita v Brně, Zemědělská 1, 613 00 Brno, Česká republika
2Ústav marketingu a obchodu, Mendelova univerzita v Brně, Zemědělská 1, 613 00 Brno, Česká republika

The paper focuses on the systems of quality used in tourism services. It introduces approaches based on observing facility standards that are used in the Czech Republic in the area of accommodation and boarding services (Hotelstars, HACAP), then ISO standards of 9000 group and the systems of complex quality management. Within the frame of complex quality management it deals with the model of exceptionality EFQM (European Foundation for Quality Management) and the European integrated system of quality IQM (Integrated Quality Management) in more detail. The necessity to support the quality of tourism services is pointed out in the paper, as well as to create a national system of quality or possibly using already existing European systems of international character.

References

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