STRUCTURAL-DIMENSIONAL CONCEPT OF TOURISM SERVICE QUALITY

Vukan P. Vujović

doi:10.5937/ejae10-4263

Vukan P. Vujović Singidunum University, PhD student

DOI: https://doi.org/10.5937/ejae10-4263

Keywords: tourism services, structural concept, dimensional models, quality,

Abstract

The difficulties of delivering a consistently satisfactory quality of tourism services emerge as a result of the discrepancies between the productive structures and corresponding dimensional features of delivering values during their cycle of consumption. Organizational enterprise system is the primary responsible for the above mentioned phenomenon, and it consists of production (working) units and departments in charge of quality management as well as control and monitoring of the production processes, that is, the flow of delivery. This paper discusses the current models of structural complexity, dimensional observations of quality as well as the phases of user participation throughout the life cycle of tourism services. The possibility of identifying several typical levels in the complex tourism product provides the groundwork for a more meaningful comparison between “projected and actual quality”, as well as achieving greater organizational performances in the domain of market-delivered value of the resulting service. The main objective of this paper is to provide a theoretical basis for the implementation of deeper organizational and functional analysis models and continuous monitoring of the achieved quality. The effects of such systematic approach would be manifested to the ultimate degree of fulfillment of expectations and the overall customer or user satisfaction with tourism service.

Author Biography

Vukan P. Vujović, Singidunum University, PhD student

Departman za poslediplomske studije i međunarodnu saradnju, master menadžer

References

Cooper, C., & Hall, M. (2008). Contemporary Tourism: An International Approach. Oxford: Butterworth-Heinemann.

Čačić, K. (2010). Poslovanje preduzeća u turizmu. Beograd: Univerzitet Singidunum. (in Serbian)

Čerović, S. (2009). Strategijski menadžment u turizmu. Beograd: Univerzitet Singidunum. (in Serbian)

Ćosić, M. (2007). Upravljanje kvalitetom turističkih usluga. Beograd: Visoka turistička škola. (in Serbian)

Dreyer, A., & Dehner, C. (2003). Kundenzufriedenheit im Tourismus: Entstehung, Messing und Sicherung mit Beispielen aus der Hotelbranche. Oldenbourg: Lehr und Handbücher zum Tourismus, Verkehr und Freizeit. (in German)

Grönroos, C. (1982). Strategic Management and Marketing in Service Sector. Helsingfors, Finland: Swedish School of Economics and Business Administration.

Heleta, M. (2008). Menadžment kvaliteta. Beograd: Univerzitet Singidunum. (in Serbian)

Johnston, R., & Clark, G. (2001). Service Operations Management. London: Prentice Hall.

Kosar, Lj. (2002). Hotelijerstvo: teorija i praksa. Beograd: Viša hotelijerska škola. (in Serbian)

Kosar, Lj., & Rašeta, S. (2005). Izazovi kvaliteta: menadžment kvaliteta u hotelijerstvu. Beograd: Viša hotelijerska škola. (in Serbian)

Kotler, P., Bowen, J.T., & Makens, J.C. (2010). Marketing u ugostiteljstvu, hotelijerstvu i turizmu. Zagreb: MATE. (in Croatian)

Kotler, P., & Keller, K.L. (2012). Marketing Management (14th ed.). New Jersey: Prentice Hall.

Langeard, E., Bateson, J., Lovelock, C., & Eiglier, P. (1981). Marketing of services: New Insights from Customers and Managers. Report No. 81-104. Cambridge. MA: Marketing Science Institute.

Meyer, A., & Westbarkey, P. (1991). Bedeutung der Kundenbeteiligung für die Qualitätspolitik von Dienstleistungsunternehmen.In: Bruhn, M., Stauss, B., ed. Dienstleistungsqualität: Koncepte-Methoden-Erfahrungen. (pp. 83-103). Wiesbaden: Gabler Verlag. (in German)

Müller, H. (2000). Qualitätsorientiertes Tourismus-Management. Bern: Paul Haupt. (in German)

Popesku, J. (2009). Marketing u turizmu. Beograd: Visoka turistička škola strukovnih studija. (in Serbian)

Segal-Horn, S. (1993). The internationalization of service firms. Advances in Strategic Management, 9, 31-55.

Seghezzi, H.D. (1992). Top Management and Quality. München: Hanser Publishers.

Stanković, Lj., & Đukić, S. (2009). Marketing strategija orijentisana na vrednost. Marketing, 40(2), 73-78. (in Serbian)

Williams, Ch., & Buswell, J. (2005). Service Quality in Leisure and Tourism. London: CABI Publishing.

Witt, S.F., & Moutinho, L. (1995). Tourism Marketing and Management Handbook (2nd ed.). Hertfordshire, UK: Prentice-Hall.

Zeithaml, V.A., & Bitner, M.J. (2003). Service Marketing: Integrating Customer Focus Across The Firm. New York: McGraw-Hill.