hrvatski

Marketinško tumačenje kvalitete u ugostiteljstvu

Service quality represents the established level of service features by which usability and/or benefit of the service can be described. The basic marketing postulate is to reach consumer satisfaction. At the same time, service quality is a component of satisfaction achieved in such a way. From the marketing point of view, quality is of course an integral part of the marketing mix, or more exactly, the intangible part of product submix of the marketing mix. Therefore, quality as an integral part of the marketing mix in hospitality management is under consideration in this paper, as well as possibilities of quality improvement from the marketing point of view, and possible marketing strategies regarding quality, such as Deming cycle which can be in function of total quality hospitality management.

hospitality management; marketing; quality; total product

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