UPRAVLJANJE KVALITETOM U TURIZMU – ILUZIJA ILI MOGUĆNOST?
Sažetak
U ovom preglednom članku traži se odgovor na pitanje da li se može definisati minimalan i potreban skup kriterijuma (dimenzije, indikatori) 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 javljuju razne ideje za upravljanje 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 pruža adekvatnu uslugu koju turista percipira kao odličnu.
Ključne reči: Metrika kvaliteta, LJudski resursi u turizmu, Upravljanje kvalitetom, usluge
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