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SM ISO690:2012 BACIU-CAZACU, Ala. Calitatea și sisteme de management al calității – soluții viabile de creștere a competitivității serviciilor hoteliere din Republica Moldova. In: Perspectivele şi Problemele Integrării în Spaţiul European al Cercetării şi Educaţiei, Ed. 6, 6 iunie 2019, Cahul. Cahul, Republica Moldova: Universitatea de Stat „Bogdan Petriceicu Hasdeu‖ din Cahul, 2019, Vol.6, Partea 1, pp. 296-298. ISSN 2587-3563 . |
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Perspectivele şi Problemele Integrării în Spaţiul European al Cercetării şi Educaţiei Vol.6, Partea 1, 2019 |
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Conferința "Perspectivele şi Problemele Integrării în Spaţiul European al Cercetării şi Educaţiei" 6, Cahul, Moldova, 6 iunie 2019 | |||||
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Increased competition both globally and nationally requires tour operators to take rehabilitation and rehabilitation measures to maintain their profile on the market by linking quality to the price of the tourist product. In a highly competitive hotel environment, hoteliers have to find ways to make the products and services they offer better than those of competition. To achieve this, hoteliers need to understand the needs and desires of their customers and thus adapt their services to the requirements of their customers. A tool that can help hoteliers know what customers need is SERVQUAL, developed in 1988 by Parasuramau, Leithaml and Borry. A hotel is competitive on a certain market when it succeeds in obtaining certain economic indicators: turnover, profit, market share, market segment, comparable or superior to those of other competitors operating on the same market. Hotel managers are concerned about the fact that the services they offer are not sufficiently differentiated from competing offers, especially if it is considered that the competitiveness of the hospitality industry is also reflected in the pricing of the services offered. One of the key paths for competitive differentiation is the constant provision of services that are qualitatively detached from other competitors' offers. |
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Cuvinte-cheie Quality, SERVQUAL, quality management, hotel products |
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