Year 2019, Issue
Date published14.2.2019
Table of content
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Lyubka Ilieva
A STUDY ON QUALITY MANAGEMENT OPPORTUNITIES IN TOURISM BUSINESSJEL: L83Summary: Achieving the long-term national priorities such as competitiveness and sustainable growth requires that tourism businesses realise the economic feasibility of quality management. Studying the problem and implementing its solution into practice in the field of tourism is particularly relevant, taking into account the existing ... ... Introduction 9 CHAPTER ONE: THEORY OF QUALITY MANAGEMENT IN TOURISM 11 1. Theoretical aspects of the quality of goods and services 11 2. Quality management in tourism 19 3. Quality management approaches in tourism companies 33 CHAPTER TWO: STUDY OF QUALITY ASSURANCE INSTRUMENTS IN TOURISM 46 1. National quality management measures in tourism 46 2. Voluntary tools for quality management in tourism 55 3. ISO quality management systems and standards 75 4. Principles of the Quality Management System (ISO 9001) 82 CHAPTER THREE: STUDYING THE IMPLEMENTATION OF ISO 9001 IN TOURISM 90 1. Analysis of the distribution of the ISO 9001 standard in Bulgarian enterprises 90 2. Studying the assessed benefits of ISO 9001 certification for Bulgarian tourism companies 96 3. Exploring the attitudes of representatives of the tourism business and consumers towards certification under ISO 9001standard 116 4. Presentation of the advantages of ISO 9001 certification 127 Conclusion 136 References 140 APPENDIX 1 147 APPENDIX 2 154 APPENDIX 3 158 ABSTRACT Achieving the long-term national priorities such as competitiveness and sustainable growth requires that tourism businesses realise the economic feasibility of quality management. Studying the problem and implementing its solution into practice in the field of tourism is particularly relevant, taking into account the existing government and industry initiatives, regulatory and voluntary quality assurance tools. Tourism companies meet the mandatory standards and seek new opportunities to guarantee the quality of their services through voluntary certification under the internationally recognized or nationally distributed standards, markings and signs, which is related to the reorganisation of their activities, substantial time and resources investments, specific knowledge and skills of their management teams. An alternative to this type of quality assurance is the internationally recognized and identifiable ISO 9001 standard, which is an easy-to-use and effective tool to ensure and guarantee the quality of services. By using the developed Quality Management System, which is consistent with their activities and technology of services, tourism companies also realise specific economic and organizational benefits.