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2013, vol. 7, br. 2, str. 87-100
Upravljanje kvalitetom u turizmu - iluzija ili mogućnost?
aErgela 'Lipica', Sežana, Slovenija
bUniverzitet Educons, Fakultet za sport i turizam, Novi Sad

e-adresabostjan.bizjak@lipica.org, vladimir.holodkov@tims.edu.rs
Ključne reči: metrika kvaliteta; ljudski resursi u turizmu; upravljanje kvalitetom; usluge; ekspertni sistem
Sažetak
U ovom radu traži se odgovor na pitanje da li se može definisati minimalan i potreban skup kriterijuma (dimenzija, indikatora) za merenje kvaliteta usluga u turizmu. Odabrana metrika bi trebala da ispuni očekivanja svih aktera u turizmu, pre svega menadžmenta, zaposlenih i turista. U turizmu se javljaju razne ideje o upravljanju kvalitetom, koje se mogu iskazati kvantitativnim i kvalitativnim pokazateljima. Često je prisutna dilema koji skup indikatora odabrati. Primenjena je nabrajačka i analitička bibliografija raznih teorijskih i praktičnih pogleda u oblasti metrike kvaliteta. Dolazimo do saznanja da se fokus koncepta praćenja kvaliteta usluga u turizmu pomera sa korisnika usluga na zaposlene. Odgovor leži u činjenici da samo zadovoljan i uspešan radnik u turizmu može da pruži adekvatnu uslugu koju turista percipira kao odličnu.
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O članku

jezik rada: srpski
vrsta rada: originalan članak
DOI: 10.5937/timsact7-5036
objavljen u SCIndeksu: 27.01.2014.
metod recenzije: dvostruko anoniman