The problem of quality of service at the stage of pre-contractual work of tourism organizations with clients

Domov R.G.1
1 Саратовский социально-экономический институт – филиал РЭА им. Г. В. Плеханова, Russia

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Journal paper

Creative Economy (РИНЦ, ВАК)
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Volume 13, Number 5 (May 2019)

Citation:

Domov, R. G. (2019). The problem of quality of service at the stage of pre-contractual work of tourism organizations with clients. Creative Economy, 13(5), 1041-1050. https://doi.org/10.18334/rp.20.5.40668

Indexed in Russian Science Citation Index: https://elibrary.ru/item.asp?id=38230364
Cited: 3 by 05.09.2022

Abstract:
The relevance of the topic is determined by the presence of numerous defects in the practice of pre-contractual work of tourist organizations, as well as the lack of modern research on these issues. The paper analyzes the problem of service quality at the stage of pre-contractual work of tourist organizations with customers. Normative and doctrinal concept of quality of tourist service is defined, specific features of pre-contractual service are allocated, conditions and the factors influencing level and quality of pre-contractual service of consumers are revealed, existing models of quality assurance of pre-contractual tourist service are considered. On the basis of the analysis the generalized author's model of quality of service of tourists at a pre-contractual stage of work of the tourist organizations (travel agents) is offered.

Keywords: tourism, consumer, client, qualities, pre-contractual work, travel agent, tourist, tourist organization, tourist service

JEL-classification: M31, M21, L83

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References:

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