Stanivuković Dragutin: Kadrovi – spiritus movens promena, ''Menadžment totalnim kvalitetom'', naučno-stručni časopis Vol
- 28, No. 2, JUSKJugoslovensko udruženje za…
The paper deals with the specifics of quality in tourism and hospitality. Primary characteristics of quality are based on the specific service in tourism and hospitality. This service is complex and heterogeneous. Consumption of this service is a process that is repeated. Deliverers and customers actively participate in the process of tourist and hotel services consumption. All this makes the quality in tourism and hospitality complex category. This paper points to problems of consistency of quality. The paper highlights the importance of hotel industry for the quality of tourist destination product. It also highlights the quality as market and measurable category. It is indicated that employees are the key factor of quality in tourism and hospitality. Special importance is given to the competence of employees and the relationship between the satisfaction of employees and the satisfaction of tourists.