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Zaznana kakovost storitevCvikl, HelenaVse ostrejša konkurenca na trgu sili podjetja, da veliko več pozornosti kot kdaj prej posvečajo storitvam. V storitve usmerjena podjetja postavljajo visoko raven kakovosti storitev med najpomembnejše ... cilje poslovanja. Le tako so sposobna zadovoljiti vedno višja pričakovanja odjemalcev. Pogosto jim prav kakovostna storitev zagotovi odločilno prednost pred konkurenco. Zaradi neotipljivosti storitev pa je ponudnikom storitev izjemno težko določiti, katere so za odjemalca najpomembnejse značilnosti njihovih storitev in v kolikšni meri zadovoljujejo pričakovanja odjemalca v zvezi s kakovostjo. Kako odjemalci zaznavajo storitve in kako ocenjujejo, ali so bili deležni kakovostne storitve, je zelo pomembno za razumevanje problematike kakovosti storitev. Za kakovostno turistično ponudbo sta potrebna stalno opazovanje in analiziranje pričakovanj in dejanskih zaznav gostov, da bi lahko dobili ustrezne informacije o nezadovoljstvu gostov s ponudbo. Pričakovanja so pomembna, saj je kakovost definirana kot zadovoljitev odjemalčevih pričakovanj, povezanih s storitvijo, pomembno je poznati vlogo pričakovanj in območje tolerance.Source: Management in Evropska unija : zbornik konference z mednarodno udeležbo (Str. 1264-1277)Type of material - conference contribution ; adult, seriousPublish date - 2002Language - slovenianCOBISS.SI-ID - 368350
Author
Cvikl, Helena
Topics
Storitve |
Modeli kakovosti storitev |
SERVQUAL model |
Referati |
turizem |
kvaliteta |
storitve |
zagotavljanje kvalitete |
hotelirstvo |
modeli
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Cvikl, Helena | 21989 |
Source: Personal bibliographies
and: SICRIS
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