Strategic approach to managing the quality of the services of the tourism enterprise

A. Honcharov, Svitlana Honcharova
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引用次数: 1

Abstract

Modern competition in the tourism sector is characterized by extreme aggravation, a departure from price levers and, at the same time, a shift to quality and differentiation of services provided. Ensuring the competitive advantages becomes possible only by applying a strategic approach to managing the quality of a tourism enterprise activity. The main aspects of the strategic approach to the management of the quality of tourism enterprise services are investigated. Definition of quality of tourism services is specified. The main strategies that are most often used in the management of the quality of the tourism enterprise are identified, aimed at ensuring the compliance of tourism services with the requirements of normative documentation and aimed at ensuring the quality of the tourism product (service) in accordance with the requirements of consumers, their advantages and disadvantages are analyzed. Areas of improvement of quality management of tourism enterprises activity are proposed, the essence of which is the clear formulation of the mission of the enterprise, as well as strategic, tactical and operational plans; constant monitoring of the market, identification of changes in consumer requirements to the quality of the tourism product and the process of service provision; improvement of methods and forms of work with personnel of the organization; creation of an effective control system at the enterprise; application of the latest technologies and modern equipment; constant targeted search and use of quality reserves.
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管理旅游企业服务质量的战略方法
旅游业的现代竞争的特点是极端加剧,背离价格杠杆,同时转向所提供服务的质量和差异化。只有采用战略方法管理旅游企业活动的质量,才能确保竞争优势。对旅游企业服务质量管理的战略方法的主要方面进行了调查。明确了旅游服务质量的定义。确定了旅游企业质量管理中最常用的主要策略,旨在确保旅游服务符合规范性文件的要求,并旨在确保旅游产品(服务)的质量符合消费者的要求,分析了其优缺点。提出了旅游企业活动质量管理的改进领域,其实质是明确制定企业的使命,以及战略、战术和运营计划;不断监测市场,识别消费者对旅游产品质量和服务提供过程的要求变化;改进与组织人员合作的方法和形式;在企业建立有效的控制系统;应用最新技术和现代化设备;不断有针对性地搜索和使用优质储备。
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来源期刊
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0.00%
发文量
1
审稿时长
7 weeks
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