engleski

New European trends in the tourist destinations quality management and their application in Croatia

In the nineties of the past century the majority of European mass tourism destinations have mostly entered the maturity stage or even decline in their life cycle. The need for change, for the new quality came out. The way to the rejuvenation of the old concept of the tourist product has been searched for. Development of the IQM (Integrated Quality Management) methodology gives the tools, the rescue opportunity for many destinations. A destination as a whole business system, along with cooperation, partnership of the tourist professionals, tourists themselves and residents, as well as environment protection (natural, cultural and historical heritage), those are the core determinants of the IQM concept. According to the usual indicators of the tourist turnover, Croatian tourist destinations are also to be found in the maturity stage, some of them maybe even in stagnation or decline, but still without defined quality system management. In the paper some practical results of introducing the IQM in Calvia are presented, as well as the application opportunities in Croatia, within the Pula case study.

integrated quality mnagement (IQM); EFQM excellence model; quality loop; balanced score card

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