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Abstract: The success of a business is determined by how customers perceive the quality they offer. Therefore, the activity of any organization should be directed towards knowing the needs of consumers, who have become better acquainted with the assessment of the quality of products and services and therefore increasingly demanding. The purpose of this paper is to identify the quality strategies implemented by two hotel chains recognized internationally.
Key-words: Quality, hotel services, hotel chain, quality strategies
1.Introduction
Quality is a concept used in all areas of economic and social life, which has a subjective character and has particular significance for specific areas, functions, or objects. In order to create a market advantage the firm can bring superior technology, quality or brand strength (Boşcor, D. p. 31). Quality has been defined in various ways by experts or consultants in quality, that assigns different meanings to them. In marketing, quality issues are focused on the determinants of purchasing behavior and customer satisfaction.
The high quality of the products or services offered by companies are basic criteria for achieving customer satisfaction and profitability. A high level of quality will result in more customer satisfaction, often allowing cost savings, increasing profitability and ensuring product / service competitiveness on the market. Consumer satisfaction is a vital issue for all those involved in the tourism sector, and service quality is a real global strategic force but, at the same time, it is difficult to apply (Băltescu, p.137).
In the explanatory dictionary of the Romanian language it is stated: "Quality is the totality of the attributes and essential aspects by virtue of which one thing is what it is, differing from the other things" (DEX).
According to SR ISO 8402: 1995, Quality Management is defined as: „organizational structures, procedures, processes and resources necessary for the implementation of quality management". In short, quality management includes all the activities that organizations implement to drive, control and coordinate quality.
The implementation of quality management requires the company to act systematically to ensure that customer requirements are properly defined, that design translates customer requirements correctly into technical features, that manufacturing has the capability to achieve the designed features, that company personnel and leadership know all requirements, and have the training required to achieve them, that...