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Total Quality Management im Tourismus

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Brand
Springer Nature
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N/A
Part Number
0
GTIN
9783835054134
Condition
New
Product Description

Total Quality Management (TQM) findet seit einiger Zeit in vielen Branchen Anwendung und wird auch fr touristische Dienstleister zunehmend zum strategischen Erfolgsfaktor. Birgit Muskat untersucht die Bedeutung und Anwendung des gleichermaen auf Prozesse, Mitarbeiter und Kunden ausgerichteten Total Quality Management in kommunalen und regionalen Tourismusorganisationen. Die Autorin deckt Faktoren auf, die die Umsetzung von Qualittsmanagement bei Tourismusorganisationen frdern bzw. eher hemmen und zeigt, dass eine hohe interne Qualitt die Einbindung aller Mitarbeiter sowie die am Kundenwunsch orientierte prozesshafte Aufbereitung der Arbeitsablufe voraussetzt. Auf der Grundlage der Ergebnisse einer Befragung aller 5.400 deutschen ffentlichen Tourismusstellen gibt die Autorin Hinweise zur strukturellen Verbesserung und Organisationsoptimierung.

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