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The European Journal of Applied Economics

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Structural-Dimensional Concept of Tourism Service Quality / Strukturno-Dimenzionalni Koncept Kvaliteta Turističkih Usluga

Vukan P. Vujović
  • Corresponding author
  • 1Singidunum University, PhD student, 32 Danijelova Street, Belgrade, Serbia
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Published Online: 2013-11-02 | DOI: https://doi.org/10.2478/sjas10-4263

Abstract

The difficulties of delivering a consistently satisfactory quality of tourism services emerge as a result of the discrepancies between the productive structures and corresponding dimensional features of delivering values during their cycle of consumption. Organizational enterprise system is the primary responsible for the above mentioned phenomenon, and it consists of production (working) units and departments in charge of quality management as well as control and monitoring of the production processes, that is, the flow of delivery. This paper discusses the current models of structural complexity, dimensional observations of quality as well as the phases of user participation throughout the life cycle of tourism services. The possibility of identifying several typical levels in the complex tourism product provides the groundwork for a more meaningful comparison between “projected and actual quality”, as well as achieving greater organizational performances in the domain of market-delivered value of the resulting service. The main objective of this paper is to provide a theoretical basis for the implementation of deeper organizational and functional analysis models and continuous monitoring of the achieved quality. The effects of such systematic approach would be manifested to the ultimate degree of fulfillment of expectations and the overall customer or user satisfaction with tourism service.

Rezime

Teškoće isporučivanja konstantno zadovoljavajućeg kvaliteta turističke usluge nastaju kao posledica neusaglašenosti između proizvodnih struktura i odgovarajućih dimenzionih odlika isporućujućih vrednosti tokom konzumnog ciklusa. Za na- vedenu pojavu odgovoran je рге svega organizacioni sistem preduzeća, sačinjen od proizvodnih (radnih) jedinica i službi zaduženih za upravljanje kvalitetom, kao i kontrolu i nadgledanje procesa proizvodnje, odnosno toka isporuke. Ovaj rad razmatra aktuelne modele strukturne kompleksnosti, dimenzionog sagle- davanja kvaliteta, kao i faze učešća korisnika tokom životnog ciklusa turističke usluge. Mogućnost izdvajanja nekoliko karakterističnih nivoa složenog turističkog produkta obezbeđuje uporište za sadržajnije poredenje na relaciji „projektovaní i ostvareni kvalitet“ i postizanje većih organizacionih performansi u domenu tržišno isporučene vrednosti rezultujuće usluge. Glavni cilj rada je pružiti teorijsku osnovu za primenu dubljih organizaciono-funkcionalnih modela analize i kontinuirano praćenje postignutog kvaliteta. Efekat ovakvog sistemskog pristupa manifestovao bi se na konačni stepen ispunjavanja očekivanja i ukupno zadovoljsvo potrošača (ili korisnika) turističkom uslugom.

Keywords: tourism services; structural concept; dimensional models; quality

Ključne reči: turisticke usluge; strukturni koncept; dimenzionalni modeli; kvalitet

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About the article

Published Online: 2013-11-02

Published in Print: 2013-10-01


Citation Information: Singidunum Journal of Applied Sciences, ISSN (Online) 2217-8783 , DOI: https://doi.org/10.2478/sjas10-4263. Export Citation

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