Metrics

  • citations in SCIndeks: 0
  • citations in CrossRef:0
  • citations in Google Scholar:[]
  • visits in previous 30 days:22
  • full-text downloads in 30 days:20

Contents

article: 7 from 9  
Back back to result list
2013, vol. 7, iss. 2, pp. 87-100
Quality management in tourism: Illusion or opportunity?
aErgela 'Lipica', Sežana, Slovenija
bEducons University, Faculty of Sport and Tourism, Novi Sad

emailbostjan.bizjak@lipica.org, vladimir.holodkov@tims.edu.rs
Keywords: quality metrics; human resources in tourism; quality management; services; expert system
Abstract
This review article seeks to answer the question of whether one can define a minimal and required set of criteria (dimensions, indicators) to measure the quality of tourism services. The selected metrics should fulfil the expectations of all actors in the tourism industry, primarily the management, employees and tourists. The tourism industry brings up a variety of ideas for quality management, expressible through quantitative and qualitative indicators. There is often a dilemma of which set of indicators to choose. We have applied numerous different citations and quotations of theoretical and practical sources in the area of quality metrics. We come to realize that the focus of the concept of monitoring the quality of services in tourism shifts from the user of services to the employees. The answer lies in the fact that only a happy and successful worker in the tourism industry can provide an adequate service that tourists perceive as excellent.
References
Akbaba, A. (2006) Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2): 170-192
Albacete-Sáez, C.A., Fuentes-Fuentes, M.M., Lloréns-Montes, J.F. (2007) Service quality measurement in rural accommodation. Annals of Tourism Research, 34(1): 45-65
Augustyn, M., Ho, S.K. (1998) Service Quality and Tourism. Journal of Travel Research, 37(1): 71-75
Babakus, E., Boller, G.W. (1992) An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3): 253-268
Bamberg, P., Sternberg, S. (1988) A Course in Mathematics for Students of Physics
Bank, J. (2000) The Essence of Total Quality Management. Harlow: Pearson Education, Financial Times, Prentice Hall, 2nd ed
Bell, D., McBride, P., Wilson, G. (2000) Managing quality. Oxford: Butterworth-Heinemann
Bizjak, B. (2010) Povezanost psihosocijalne klime i kvaliteta usluga u hotelima. Novi Sad: Fakultet za sport i turizam, Doktorska disertacija
Boulding, W., Kalra, A., Staelin, R., Zeithaml, V.A. (1993) A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 30(1): 7
Briggs, S., Sutherland, J., Drummond, S. (2007) Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector. Tourism Management, 28(4): 1006-1019
Brogowicz, A.A., Delene, L.M., Lyth, D.M. (1990) A Synthesised Service Quality Model with Managerial Implications. International Journal of Service Industry Management, 1(1)
Brown, T.J., Churchill, G.A., Peter, P.J. (1993) Improving the measurement of service quality. Journal of Retailing, 69(1): 127-139
Bruhn, M. (1997) Qualitatsmanagement fur Dienstleistungen: Grundlagen, Konzepte, Methoden. Berlin: Springer
Burrill, C.W., Ledolter, J. (1999) Achieving quality through continual improvement. New York: John Wiley & Sons
Buttle, F. (1996) SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1): 8-32
Carman, J.M. (1990) Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, vol. 66, Spring, str. 33-55
Caro, L.M., García, J.A.M. (2008) Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tourism Management, 29(4): 706-720
Coyle, M.P., Dale, B.G. (1993) Quality in the hospitality industry: a study. International Journal of Hospitality Management, 12(2): 141-153
Cronin, J.J., Taylor, S.A. (1992) Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3): 55
Crosby, P.B. (1979) Quality is Free: The Art of Making Quality Certain. New York, itd: McGraw-Hill
Deming, W.E. (2000) Out of the crisis. Boston: MIT/CAES
Dolinšek, S., Piskar, F., Faganel, A., Pipan, K.K., Podobnik, D.. (2006) Management kakovosti. Koper: UP - Fakulteta za management
Drucker, P.F. (1969) The Age of Discontinuity: Guidelines to Our Changing Society. New York: Harper & Row
Ekinci, Y. (2002) A Review of Theoretical Debates on the Measurement of Service Quality: Implications for Hospitality Research. Journal of Hospitality & Tourism Research, 26(3): 199-216
Ekinci, Y. (2001) The validation of the generic service quality dimensions: an alternative approach. Journal of Retailing and Consumer Services, 8(6): 311-324
Ekinci, Y., Riley, M. (1998) A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry. International Journal of Hospitality Management, 17(4): 349-362
Ekinci, Y., Riley, M. (1999) Measuring hotel quality: back to basics. International Journal of Contemporary Hospitality Management, 11(6): 287-294
Ekinci, Y., Riley, M. (2001) Validating quality dimensions. Annals of Tourism Research, 28(1): 202-223
Ekinci, Y., Prokopaki, P., Cobanoglu, C. (2003) Service quality in Cretan accommodations: marketing strategies for the UK holiday market. International Journal of Hospitality Management, 22(1): 47-66
Ekinci, Y., Riley, M., Fife-Schaw, C. (1998) Which school of thought? The dimensions of resort hotel quality. International Journal of Contemporary Hospitality Management, 10(2): 63-67
Feigenbaum, A.V. (1991) Total quality control: Engineering and management. New York: McGraw-Hill
Fick, G.R., Ritchie, J. (1991) Measuring Service Quality in the Travel and Tourism Industry. Journal of Travel Research, 30(2): 2-9
Finn, D.W., Lamb, C.W. (1991) An evaluation of servqual scale in a retailing setting. Advances in Consumer Research, 18, str. 483-490
Foster, T.S. (2001) Managing Quality: An Integrative Approach. Upper Saddle River: Pearson Prentice Hall
Garvin, D.A. (1984) What does product quality really mean. Sloan Management Review, 26 (1), 25-43
Getty, J.M., Getty, R.L. (2003) Lodging quality index (LQI): assessing customers’ perceptions of quality delivery. International Journal of Contemporary Hospitality Management, 15(2): 94-104
Grönroos, C. (1984) A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4): 36-44
Grönroos, C. (2000) Service management and marketing a customer relationship management approach. Chichester: John Wiley & Sons
Gundersen, M.G., Heide, M., Olsson, U.H. (1996) Hotel Guest Satisfaction among Business Travelers: What Are the Important Factors?. Cornell Hotel and Restaurant Administration Quarterly, 37(2): 72-81
Ha, J., Jang, S.(Shawn) (2010) Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3): 520-529
Holodkov, V. (2008) Razvijanje opšteg modela ekspertnog sistema e-biznisa. Novi Sad: Fakultet za menadžment, Doktorska disertacija
Hsieh, L., Lin, L., Lin, Y. (2008) A service quality measurement architecture for hot spring hotels in Taiwan. Tourism Management, 29(3): 429-438
Hutchinson, J., Lai, F., Wang, Y. (2009) Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers. Tourism Management, 30(2): 298-308
Ishikawa, K. (1985) What is total quality control: The Japanese way. Englewood Cliffs, NJ: Prentice-Hall
Johns, N. (1992) Quality Management in the Hospitality Industry: Part 2. Applications, Systems and Techniques. International Journal of Contemporary Hospitality Management, 4(4)
Johnston, R. (1995) The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service Industry Management, 6(5): 53-71
Juran, J.M., Gryna, F.M. (1993) Quality planning & analysis from product development through use. New York: McGraw-Hill
Kasper, H., van Helsdingen, P., de Vries, W. (1999) Services marketing management: An international perspective. Chichester: Wiley
Kim, W.G., Moon, Y.J. (2009) Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type. International Journal of Hospitality Management, 28(1): 144-156
Kim, W.G., Ng, C.Y.N., Kim, Y. (2009) Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1): 10-17
Knežević, M., Bizjak, B. (2009) Merjenja in nekateri merski instrumenti v turističnih raziskavah. Portorož - Grosuplje: Turistica, Grafis Trade, 1st ed
Knutson, B., Stevens, P., Wullaert, C., Patton, M., Yokoyama, F. (1990) Lodgserv: A Service Quality Index for the Lodging Industry. Hospitality Research Journal, 14(2): 277-284
Kosar, L., Rašeta, S. (2005) Izazovi kvaliteta - menadžment kvaliteta u hotelijerstvu. Beograd: Viša hotelijerska škola
Ladhari, R., Brun, I., Morales, M. (2008) Determinants of dining satisfaction and post-dining behavioral intentions. International Journal of Hospitality Management, 27(4): 563-573
Lee, J.H., Hwang, J. (2011) Luxury marketing: The influences of psychological and demographic characteristics on attitudes toward luxury restaurants. International Journal of Hospitality Management, 30(3): 658-669
Lehtinen, U., Lehtinen, J.R. (1991) Two Approaches to Service Quality Dimensions. Service Industries Journal, 11(3): 287-303
Lewis, B.R. (1999) Managing service quality. in: Dale G. [ed.] Managing Quality, Oxford: Blackwell Publishers Ltd, 3rd ed., 181-197
Liu, Y., Jang, S.(Shawn) (2009) Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?. International Journal of Hospitality Management, 28(3): 338-348
Martínez, J.A., Martínez, L. (2010) Some insights on conceptualizing and measuring service quality. Journal of Retailing and Consumer Services, 17(1): 29-42
Milić, V. (1965) Sociološki metod. Beograd: Nolit
Murphy, J., Schegg, R., Olaru, D. (2007) Quality clusters: Dimensions of email responses by luxury hotels. International Journal of Hospitality Management, 26(3): 743-747
Murray, D., Howat, G. (2002) The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre. Sport Management Review, 5(1): 25-43
Nasution, H.N., Mavondo, F.T. (2008) Customer value in the hotel industry: What managers believe they deliver and what customer experience. International Journal of Hospitality Management, 27(2): 204-213
Oakland, J.S., Porter, J.L. (1995) Total quality management. Oxford, itd: Butterworth-Heinemann
Oliver, R.L. (1980) A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4): 460
Parasuraman, A. (1994) Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3): 201-230
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1988) SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, vol. 64(1), str. 12-40
Parasuraman, A., Berry, L.L., Zeithaml, V.A. (1993) More on improving service quality measurement. Journal of Retailing, 69(1): 140-147
Parasuraman, A., Berry, L.L., Zeithaml, V.A. (1991) Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3): 335-364
Parasuraman, A., Berry, L.L., Zeithaml, V.A. (1991) Refinement and reassessment of the servqual scale. Journal of Retailing, vol. 67, br. 4, str. 420-450
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1985) A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4): 41
Patton, M. (1994) Internationalizing LODGSERV as a Measurement Tool:. Journal of Hospitality & Leisure Marketing, 2(2): 39-55
Perić, D. (2006) Statistika primenjena u sportu i turizmu. Novi Sad: Fakultet za sport i turizam
Russell, B. (1932) On modern uncertainty. in: Mortals and Others: Bertrand Russells American Essays, 1931-1935, Vol 2, 103:104
Schembri, S., Sandberg, J. (2002) Service Quality and the Consumer's Experience: Towards an Interpretive Approach. Marketing Theory, 2(2): 189-205
Schneider, B., White, S.S. (2004) Service quality: Research Perspectives. Thousand Oaks, London, New Delhi: Sage Publications
Seth, N., Deshmukh, S.G., Vrat, P. (2005) Service quality models: a review. International Journal of Quality & Reliability Management, 22(9): 913-949
Simon, H.A. (1977) The new science of management decision. Englewood Cliffs, NJ, itd: Prentice Hall
Simon, H.A. (1955) A Behavioral Model of Rational Choice. Quarterly Journal of Economics, 69(1): 99
Simon, H.A. (1962) The architecture of complexity. Proceedings of the American Philosophical Society, 106, 467-482
Smith, A.M. (1995) Measuring service quality: Is SERVQUAL now redundant?. Journal of Marketing Management, 11(1-3): 257-276
Stevens, P., Knutson, B., Patton, M. (1995) Dineserv: A Tool for Measuring Service Quality in Restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2): 56-60
Tomka, D., Holodkov, V., Vidić, N., Jegdić, V., Djurić, G., Romanov, R., Radenković-Šošić, B., Škrbić, I., Marković, D., Milošević, S., Tomka, G. (2012) Turizam i lokalni razvoj. Novi Sad: Fakultet za sport i turizam - TIMS
Toš, N., Hafner-Fink, M. (1998) Metode družboslovnega raziskovanja. Ljubljana: UL Fakulteta za družbene vede
Uran, M. (2003) Kakovost storitev kot strategija diferenciacije za ustvarjanje konkurenčne prednosti slovenskega hotelirstva. Ljubljana: Ekonomska fakulteta, Doktorska disertacija
Vilijams, Č. (2010) Principi menadžmenta. Beograd: Data status
Wilkinson, A., Reiman, T., Snaps, E., Marchinton, M. (1998) Managing with total quality management: Theory and practice. Basingstoke: Macmillan
Zeithaml, V.A. (1988) Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3): 2
 

About

article language: Serbian
document type: Original Paper
DOI: 10.5937/timsact7-5036
published in SCIndeks: 27/01/2014
peer review method: double-blind