Improving the quality of human resources management in touristic organizations - key factor for increasing the satisfaction of service users

Miceski, Trajko and Stojovska, Natasa (2013) Improving the quality of human resources management in touristic organizations - key factor for increasing the satisfaction of service users. In: The Third International Scientific Congress - Biennale, 5 Oct 2013, University of Tourism and Management, Skopje, Macedonia.

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Abstract

Today, challenges caused by globalization and constant changes in supply and requirements, including the desires of users in tourism, impose the need for continuous improvement in the quality of provided services. In this contex, touristic customers want high quality of delivered services, at appropriate prices, on appropriate destinations, at appropriate time. The process of delivering services with the desired high quality requires efficient management with human resources. Continuous training of human resources increases the quality of services and the result of this is increased user’s satisfaction and increased possibility for their visit again in the future. The focus of this paper is improving the quality of human resources management and their continuous training, and thus developing values from services used by the customers. The paper presents development tendency of tourists and their passed nights in Republic of Macedonia. Here, preffered factors are those related to the quality of human resources management and which have contribution to successful tourist working. Key words: management, human resources, quality, service, tourist, nights.

Item Type: Conference or Workshop Item (Paper)
Subjects: Social Sciences > Economics and business
Divisions: Faculty of Economics
Depositing User: Natasa Stojovska
Date Deposited: 10 Jul 2014 10:56
Last Modified: 10 Jul 2014 10:56
URI: http://eprints.ugd.edu.mk/id/eprint/10480

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