Acta Oeconomica Pragensia 2011, 19(4):39-54 | DOI: 10.18267/j.aop.339

Quality Management System in the Tourist Information Centre Sector

Monika Palatková
Vysoká škola obchodní v Praze (monika.palatkova@vso-praha.eu).

The paper deals with quality management in the sector of Tourist Information Centres (TIC) in the Czech Republic and the development of the quality management systems in the sector as part of the national quality management system in tourism. Since the TICs perform a prominent role in destination marketing management, the quality of their services seems to be of high importance. To set the particular quality criteria and to include the TIC segment in the national quality management system, an analysis and extensive research among visitors to TICs, employees and founders of TICs in the Czech Republic has been accomplished. Another analysis focused on twelve selected national quality management systems abroad using secondary research and on-line interviews with selected specialists on TIC quality. The analysis abroad comprised personal consultations with TIC specialists in England. The observed results implied the conclusion to use the SERVQUAL model and to integrate quality management systems in TICs into the national system based on the principles of the three-level Swiss quality management system.

Keywords: Tourist information centres, quality, quality management system, destination marketing management, SERVQUAL
JEL classification: L15, L83, M31, M38

Published: August 1, 2011  Show citation

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Palatková, M. (2011). Quality Management System in the Tourist Information Centre Sector. Acta Oeconomica Pragensia, 19(4), 39-54. doi: 10.18267/j.aop.339
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