Particularities of quality assessment of tourism services
Kolocheva V.V.1
1 Новосибирский государственный технический университет
Download PDF | Downloads: 23
Journal paper
Russian Journal of Entrepreneurship *
Volume 18, Number 21 (November 2017)
* Этот журнал не выпускается в Первом экономическом издательстве
Abstract:
The article considers the indicators and methods for service quality assessment. The author suggests method for determining the level of tourism services quality. We pay special attention to the definition of the nomenclature of quality indicators which takes into account consumer requirements and document regulations.
The article is devoted to the solution of the issue of making management decisions on the basis of quality assessment of services of a tourism organization. The data of the article will be of interest to people engaged in tourism activities, and to experts engaged in the assessment and management of service quality.
Keywords: tourism services, assessment methods, assessment methodology, quality assessment, quality indicators
JEL-classification: L83, L80
Highlights:
- • В современном мире постоянно происходят большие изменения в различных областях и сферах деятельности. В связи с этим многие организации переходят на новые методы оценки и управления, позволяющие соответствовать требованиям внешней среды и запросам заинтересованных сторон.
- • В настоящее время большое внимание уделяется развитию управления качеством, которое является эффективным инструментарием бизнеса в формировании конкурентоспособности организаций и под которым подразумевается деятельность, направленная на выполнение требований к качеству.
- • Сфера услуг представляет собой быстроразвивающееся направление российской экономики, где качество предоставляемых услуг является важным фактором в формировании коммерческого успеха организации.
- • Важной задачей деятельности организации является увязка предоставляемых услуг с потребностями и все возрастающими требованиями потребителей.
- • В связи с этим возникает необходимость определения уровня качества услуги для разработки адекватных управленческих решений.
References:
Kolocheva V.V. (2017). Realizatsiya printsipa menedzhmenta kachestva «Liderstvo» v turistskikh organizatsiyakh [Implementing the quality management principle of "leadership" in tourism organizations]. Service in Russia and abroad. 11 (4). 138-148. (in Russian). doi: 10.22412/1995-042X-11-4-11 .
Kryukov V.Yu. (2016). Ispolzovanie metodov marketingovogo i ekonomicheskogo analiza pri planirovanii i organizatsii deyatelnosti predpriyatiy turistskogo biznesa [Application of methods of marketing and economic analysis in planning and organizing the activities of tourism enterprises]. Russian Journal of Entrepreneurship. 17 (1). 133-144. (in Russian).
Levochkina N.A. (2016). Missiya Omskikh turisticheskikh firm [The mission of the Omsk travel companies]. Eco. 6 (2). 42-48. (in Russian).
Lifits I.M. (2014). Konkurentosposobnost tovarov i uslug [Competitiveness of goods and services] M.: Izdatelstvo Yurayt. (in Russian).
Minko E.V., Minko A.E. (2013). Menedzhment kachestva [Quality management] SPb.: Piter. (in Russian).
Nazarkina V.A., Shteyngolts B.I. (2014). Osobennosti potrebitelskogo sprosa v gostinichnoy sfere [Characteristics of consumer demand in hotel industry]. Nauka o cheloveke: gumanitarnye issledovaniya. (2). 122-126. (in Russian).
Nezdoyminov S.G. (2016). Sovremennyy potentsial regionalnyh rynkov morskikh kruizov [The current potential of regional sea cruiss markets ]. Journal of Economics, Entrepreneurship and Law. 6 (2). 135-146. (in Russian).
Nurimbetov R.I., Davletov I.Kh. (2015). Sovershenstvovanie metodiki otsenki kachestva (komfortnosti) zhilya v sovremennyh usloviyakh [Improving the methodology for assessing the quality (comfort) of housing in modern conditions]. Housing strategies. 2 (4). 289-302. (in Russian).
Olennikova O.V. (2015). Vozmozhnye puti povysheniya kachestva uslug roznichnoy torgovli na osnove primeneniya standartov ISO serii 9000 [Possible ways to improve the quality of retail services on the basis of the application of ISO 9000 standards]. Russian Journal of Entrepreneurship. 16 (12). 1867-1878. (in Russian).
Saliy V.V., Glebova D.V. (2017). Krosskulturnyy marketing v turizme: problemy, resheniya [Crosscultural marketing in tourism: problems, solutions] Modern communication space: analysis of the state and development trends. 226-230. (in Russian).
Semakina G.A. (2016). Upravlenie kachestvom uslug: problemy i praktika resheniya metodami menedzhmenta kachestva [Service quality management: the problems and practice of the solution through quality management methods]. Russian Journal of Entrepreneurship. 17 (3). 413-422. (in Russian). doi: 10.18334/rp.17.3.34923.
Titova N.A., Kolocheva V.V. (2014). Razrabotka shkaly otsenki parametrov effektivnosti deyatelnosti roznichnogo torgovogo predpriyatiya [Developing a Scale of Estimation of Parameters of Efficiency of Activity Retail Trade Enterprises]. Practical Marketing. (6). 33-37. (in Russian).
Tsoy M.E.,Schekoldin V.Yu. (2015). Razvitie religioznogo turizma v Novosibirskoy oblasti kak turistskoy destinatsii [The development of religious tourism in the novosibirsk region as a tourist destination]. Vestnik Kemerovskogo gosudarstvennogo universiteta. 7 (2(62)). 265-267. (in Russian).
Zaberzhinskiy B.E., Kareva N.V. (2016). Gostinichnaya industriya: ee rol v razvitii ekonomiki, osnovnye problemy i puti ikh resheniya [Hospitality: its role in economic development, main problems and ways of their solution]. Journal of Economics, Entrepreneurship and Law. 6 (1). 99-110. (in Russian). doi: 10.18334/epp.6.1.35242.
Zagorskaya L.M. (2015). Printsip komplimentarnosti v formirovanii professionalnoy kompetentnosti spetsialistov dlya sfery servisa i turizma [The principle of complementarity in formation of professional competence of service and tourism professionals]. Vestnik Kemerovskogo gosudarstvennogo universiteta. 7 (2(62)). 72-77. (in Russian).
Kryukov V.Yu. (2016). Ispolzovanie metodov marketingovogo i ekonomicheskogo analiza pri planirovanii i organizatsii deyatelnosti predpriyatiy turistskogo biznesa [Application of methods of marketing and economic analysis in planning and organizing the activities of tourism enterprises]. Russian Journal of Entrepreneurship. 17 (1). 133-144. (in Russian).
Levochkina N.A. (2016). Missiya Omskikh turisticheskikh firm [The mission of the Omsk travel companies]. Eco. 6 (2). 42-48. (in Russian).
Lifits I.M. (2014). Konkurentosposobnost tovarov i uslug [Competitiveness of goods and services] M.: Izdatelstvo Yurayt. (in Russian).
Minko E.V., Minko A.E. (2013). Menedzhment kachestva [Quality management] SPb.: Piter. (in Russian).
Nazarkina V.A., Shteyngolts B.I. (2014). Osobennosti potrebitelskogo sprosa v gostinichnoy sfere [Characteristics of consumer demand in hotel industry]. Nauka o cheloveke: gumanitarnye issledovaniya. (2). 122-126. (in Russian).
Nezdoyminov S.G. (2016). Sovremennyy potentsial regionalnyh rynkov morskikh kruizov [The current potential of regional sea cruiss markets ]. Journal of Economics, Entrepreneurship and Law. 6 (2). 135-146. (in Russian).
Nurimbetov R.I., Davletov I.Kh. (2015). Sovershenstvovanie metodiki otsenki kachestva (komfortnosti) zhilya v sovremennyh usloviyakh [Improving the methodology for assessing the quality (comfort) of housing in modern conditions]. Housing strategies. 2 (4). 289-302. (in Russian).
Olennikova O.V. (2015). Vozmozhnye puti povysheniya kachestva uslug roznichnoy torgovli na osnove primeneniya standartov ISO serii 9000 [Possible ways to improve the quality of retail services on the basis of the application of ISO 9000 standards]. Russian Journal of Entrepreneurship. 16 (12). 1867-1878. (in Russian).
Saliy V.V., Glebova D.V. (2017). Krosskulturnyy marketing v turizme: problemy, resheniya [Crosscultural marketing in tourism: problems, solutions] Modern communication space: analysis of the state and development trends. 226-230. (in Russian).
Semakina G.A. (2016). Upravlenie kachestvom uslug: problemy i praktika resheniya metodami menedzhmenta kachestva [Service quality management: the problems and practice of the solution through quality management methods]. Russian Journal of Entrepreneurship. 17 (3). 413-422. (in Russian). doi: 10.18334/rp.17.3.34923.
Titova N.A., Kolocheva V.V. (2014). Razrabotka shkaly otsenki parametrov effektivnosti deyatelnosti roznichnogo torgovogo predpriyatiya [Developing a Scale of Estimation of Parameters of Efficiency of Activity Retail Trade Enterprises]. Practical Marketing. (6). 33-37. (in Russian).
Tsoy M.E.,Schekoldin V.Yu. (2015). Razvitie religioznogo turizma v Novosibirskoy oblasti kak turistskoy destinatsii [The development of religious tourism in the novosibirsk region as a tourist destination]. Vestnik Kemerovskogo gosudarstvennogo universiteta. 7 (2(62)). 265-267. (in Russian).
Zaberzhinskiy B.E., Kareva N.V. (2016). Gostinichnaya industriya: ee rol v razvitii ekonomiki, osnovnye problemy i puti ikh resheniya [Hospitality: its role in economic development, main problems and ways of their solution]. Journal of Economics, Entrepreneurship and Law. 6 (1). 99-110. (in Russian). doi: 10.18334/epp.6.1.35242.
Zagorskaya L.M. (2015). Printsip komplimentarnosti v formirovanii professionalnoy kompetentnosti spetsialistov dlya sfery servisa i turizma [The principle of complementarity in formation of professional competence of service and tourism professionals]. Vestnik Kemerovskogo gosudarstvennogo universiteta. 7 (2(62)). 72-77. (in Russian).
Страница обновлена: 27.04.2025 в 19:38:57