Claudia-Elena ŢUCLEA


In the competitive environment in which tourism businesses exist, the quality of service is a vital mechanism used to achieve a competitive advantage. Quality is a difficult construct to quantify, however, the ability to measure quality is key to assessing whether or not the industry provides the service consumers desire. Consumers hold the key to business survival and success. In common with many other service industries competition for loyal consumers is rife. These businesses provide an operating environment where competition is extremely intense and sustained. Such competitive conditions have led to many businesses vying to attract repeat consumers in order to achieve long-term success. Furthermore, financial barriers of entry into this industry are minimal and as a consequence, there are always new providers adding to an already competitive situation. In addition, the constant threat of substitute products or services has heightened the need to develop and maintain a quality approach to consumer expectations and needs. It is difficult to maintain a repeat customer profile in such conditions where a plethora of organisations provides similar offerings, cost often being the deciding factor. However, if an organization emphasizes quality and good consumer rapport, it may generate a loyal repeat customer base and eliminate the threat to the profitability and long-term survival of the organization.


competitively; quality of service; profitability


Berry, L.L., and Parasuraman, A. (1991), Marketing Services: Competing Through Quality, The Free Press, New York, NY.

Douglas, L., Connor, R., (2003), Attitudes to service quality - the expectation gap, Nutrition and Food Science, Bradford: May/Jun 2003.Vol.33, Iss. ¾;

Goetsch, D.L. and Davis, S.B. (1997), Introduction to Total Quality, 2nd ed., Prentice-Hall, New York, NY;

Maister, D.H., (1991), Managing the Professional Service Firm, Free Press Paperbacks Edition, New York, 1991, p. 73

Oakland, J. (2000), Total Quality Management. Text with Cases, 2nd ed., Butterworth-Heinemann, Oxford;

Robledo, M.A. (2001), Measuring and managing service quality: integrating consumer expectations, Managing Service Quality, Vol. 11 No. 1.

Full Text: PDF

Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.