. . . "Z(MSM6215648904)" . . "210715" . . . "1211-8516" . "Marketing Tools of Quality Management in Tourism Services" . "10"^^ . "Marketing Tools of Quality Management in Tourism Services"@en . "RIV/62156489:43110/11:00173951!RIV12-MSM-43110___" . "43110" . . "2" . "Ryglov\u00E1, Kate\u0159ina" . . . . "1"^^ . "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/\u010Cesk\u00E9 Dr\u00E1hy, 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." . "CZ - \u010Cesk\u00E1 republika" . "1"^^ . . . . . "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/\u010Cesk\u00E9 Dr\u00E1hy, 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 . . "Marketing Tools of Quality Management in Tourism Services" . . "RIV/62156489:43110/11:00173951" . . "Marketing Tools of Quality Management in Tourism Services"@en . "ECSI; tourism; quality management; customer satisfaction"@en . "[7C74CFF8598D]" . "Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis" . "LIX" .