About: Marketing Tools of Quality Management in Tourism Services

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An Entity of Type : http://linked.opendata.cz/ontology/domain/vavai/Vysledek, within Data Space : linked.opendata.cz associated with source document(s)

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rdf:type	skos:Concept http://linked.opendata.cz/ontology/domain/vavai/Vysledek
Description	The paper aims to show possible approaches towards managing the quality of services in tourism. With respect to the character of services it is necessary to pay regard to their specifications, such as especially their intangibility, perishability and heterogeneity. So it is rather difficult to measure the quality of a service, but it can be successfully evaluated according to the satisfaction of a customer. The example of a possible utilization of the ECSI model (ECSI: European Customer Satisfaction Index) concerning the analysis of customer satisfaction for the area of tourism is a part of this paper. In the phase of applying and verifying the suggested modification of the ECSI model the technique of electronic questioning have been used. The total satisfaction index measured by the ECSI method reached 54% for Czech Railways/České Dráhy, 79% for Student Agency and 72% for Tourbus. The results of the customer satisfaction analysis by the ECSI method can simplify decision-making not only from the position of a manager or a businessperson but they can also simplify the process of decision-making for a customer when selecting a destination, a firm, or possibly when purchasing a service or a product. The paper aims to show possible approaches towards managing the quality of services in tourism. With respect to the character of services it is necessary to pay regard to their specifications, such as especially their intangibility, perishability and heterogeneity. So it is rather difficult to measure the quality of a service, but it can be successfully evaluated according to the satisfaction of a customer. The example of a possible utilization of the ECSI model (ECSI: European Customer Satisfaction Index) concerning the analysis of customer satisfaction for the area of tourism is a part of this paper. In the phase of applying and verifying the suggested modification of the ECSI model the technique of electronic questioning have been used. The total satisfaction index measured by the ECSI method reached 54% for Czech Railways/České Dráhy, 79% for Student Agency and 72% for Tourbus. The results of the customer satisfaction analysis by the ECSI method can simplify decision-making not only from the position of a manager or a businessperson but they can also simplify the process of decision-making for a customer when selecting a destination, a firm, or possibly when purchasing a service or a product. (en)
Title	Marketing Tools of Quality Management in Tourism Services Marketing Tools of Quality Management in Tourism Services (en)
skos:prefLabel	Marketing Tools of Quality Management in Tourism Services Marketing Tools of Quality Management in Tourism Services (en)
skos:notation	RIV/62156489:43110/11:00173951!RIV12-MSM-43110___
http://linked.open...avai/riv/aktivita	Z
http://linked.open...avai/riv/aktivity	Z(MSM6215648904)
http://linked.open...iv/cisloPeriodika	2
http://linked.open...vai/riv/dodaniDat	2012
http://linked.open...aciTvurceVysledku	Ryglová, Kateřina
http://linked.open.../riv/druhVysledku	J - Článek v odborném periodiku
http://linked.open...iv/duvernostUdaju	S - Úplné a pravdivé údaje nepodléhající ochraně podle zvláštních právních předpisů
http://linked.open...titaPredkladatele	Mendelova univerzita v Brně / Provozně ekonomická fakulta
http://linked.open...dnocenehoVysledku	210715
http://linked.open...ai/riv/idVysledku	RIV/62156489:43110/11:00173951
http://linked.open...riv/jazykVysledku	eng - angličtina
http://linked.open.../riv/klicovaSlova	ECSI; tourism; quality management; customer satisfaction (en)
http://linked.open.../riv/klicoveSlovo	ECSI customer satisfaction tourism quality management
http://linked.open...odStatuVydavatele	CZ - Česká republika
http://linked.open...ontrolniKodProRIV	[7C74CFF8598D]
http://linked.open...i/riv/nazevZdroje	Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
http://linked.open...in/vavai/riv/obor	AE
http://linked.open...ichTvurcuVysledku	1 (xsd:int)
http://linked.open...cetTvurcuVysledku	1 (xsd:int)
http://linked.open...UplatneniVysledku	2011
http://linked.open...v/svazekPeriodika	LIX
http://linked.open...iv/tvurceVysledku	Ryglová, Kateřina
http://linked.open...n/vavai/riv/zamer	The Czech Economy in the Process of Integration and Globalisation, and the Development of Agricultural Sector and the Sector of Services under the New Conditions of the Integrated European Market
issn	1211-8516
number of pages	10 (xsd:int)
http://localhost/t...ganizacniJednotka	43110

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