This thesis deals with quality management concepts and their applications in the field of tourism services. The first part defines the basic concepts of quality issues and deals with the approach to its management development. It includes specifics of quality management in the Czech Republic and relationship of quality and competitiveness at the national and corporate levels. The next part is devoted to presentation of the main methods and concepts of quality management, from the simplest historic instruments over the methodologies of planning, optimization, evaluation, analysis and prevention of risks to the indication of the main international standards and models for complex their achievement and control. It is always commented on their suitability and possible links to tourism services, which are listed and defined in the thesis in the context of the main theoretical approaches to quality and its management in the field of services. The analytical part is devoted to analysis of approaches to quality in tourism and specifics of the national service quality systems in developed European countries (Spain, Switzerland and Germany). Their evaluation and comparison with the state of quality management in tourism in the Czech Republic is executed. Subsequently the merits of implementing a quality management system according to ISO 9001 in the hotel business is analyzed and evaluated. Data from the project TLT Benchmark of consulting company KPMG Czech Republic for the period 2009-2011 and data of selected tourism organizations are used. The final part of the paper presents a model solution to the National quality system of tourism services in the Czech Republic. This is based on comparisons and analyzes and presents its main components, namely the national quality standard, brand quality, and institutional security systems. The proposed model is the author's own solution based on theoretical knowledge and long experience in the field of tourism and quality management.

In the first part of thesis will be defined theoretical aspects of services, specifics of service marketing management. After selecting definite branch of services and the area, will be conducted marketing research. After research will be clarified role of service in development of selected area a will be proposed program for developing services.

<p>Permanentno prilagođavanje trži&scaron;nim promenama ukupne turističke privrede Srbije, predstavlja njeno strategijsko prilagođavanje. U tom smislu sagledavane su dimenzije i strukturne odlike turističkog trži&scaron;ta, a posebno funkcionalne karakteristike tražnje i ponude. Analizirani su faktori&nbsp; konkurentnosti turističke ponude. Posebno su obrađeni procesi i složenost promena na turističkom&nbsp; trži&scaron;tu kao &scaron;to su:&nbsp; dugoročne promene u pokretačkim faktorima turističke traženje, dugoročne tendencije i promene u međunarodnom turističkom poslovanju,&nbsp; faktori i efekti globalizacije poslovanja u turizmu. U strategijskom prilagođavanju preduzeća turističke privrede, kao i ostalih učesnika u turističkoj ponudi promenama tražnje, po&scaron;lo se od procesa formulisanja strategije a potom od tehnolo&scaron;kog i trži&scaron;nog prilagođavanja usluga i ostalih instrumenata marketinga.&nbsp; Zatim je&nbsp; ukazano na prilagođavanje organizacione strukture preduzeća na turističkom trži&scaron;tu, a posebno na strategijsko i taktičko upravljanje tražnjom. Obuhvaćen je i koncept strategijskog upravljanja turističkom destinacijom. U daljem istraživanju obuhvaćene su strategijske&nbsp; osnove razvoja Srbije kao turističke destinacije.&nbsp; Naročito je ukazano na strategije transformacije preduzeća. Pobolj&scaron;anje ukupne organizovanosti turističke privrede Srbije podrazumeva unapređenje proizvoda i ostalih instrumenata trži&scaron;nog nastupa turističke ponude.&nbsp; To podrazumeva i strategijsko unapređivanje prodajno-promotivnih aktivnosti.&nbsp; Dati su elemnti perspektive razvoja turizma Srbije do&nbsp; 2010 godine, zajedno sa ekolo&scaron;kom komponentom turističkog proizvoda Srbije.</p> / <p>Permanent adjusting of the overall Serbian touristic economy to the market changes represent a form&nbsp; of its strategic adjustment. Dimensions and structural characteristics of the tourist market, and especially the functional characteristics of demand and offer have been perceived from that aspect. Factors of competitiveness of the tourist offer have also been analyzed. Processes and complexity of changes on the tourist market such as: long term tendencies and changes in motivating&nbsp; factors of the tourist demand, long-term tendencies and changes in the carrying of business activities in tourism, factors and effects of globalisation of the carrying out of business enterprises in tourist economy, as well as that of the other participants in tourist offer of to do schanges of the demand have been initiated by process of strategy formulation, followed by technological and market adjustments of services and other marketing instruments. At a later stage, adjustment of organizational structure of enterprises to the scanges on the tourist market, and especially strategic and tactical management of the demand have also been pointed out.</p>

The aim of the thesis was a proposal to form a tourist information center and its location in the village of Tři Studně. Based on the analysis of supply and demand of the tourist destination offers a service that will provide visitors information center. For tourist information center have been proposed two alternatives. The first draft took advantage of the current meeting room of the Municipal Office at Tři Studně without modification, and it only added new equipment and technology . The second proposal is already associated with structural modifications of the room. Tři Studně are due to its abundant natural potential tourists visited in the summer and winter months. It forms one of the most Important Recreational Areas in Vysočina. Tři Studně in the TIC will be one of the most important elements of marketing communication of the village and its vicinity.

This study firstly aims to identify facility features of the convention centers and then propose a method in order to identify users&rsquo / priorities and evaluate what extent these were provided by the convention centre. Data has been collected using self-administered questionnaires from three group of users / attendees, employees and meeting planners. The study has been conducted in istanbul L&uuml / tfi Kirdar Convention and Exhibition Center as a case, because of being the most remarkable convention center of Turkey. Each participant will be required to assess this convention center in terms of their priorities of expectations and features provided. The results have been evaluated statistically, and significant differences between the level of importance and performance of the facility features have been presented. This research is expected to be useful for constitution of design criteria of convention centers and effective management of the facilities, in terms of both identifying the features of convention centers and providing a method evaluating the performance of the facilities from the users&rsquo / perspective.

Darbo objektas – turizmo krizių valdymas. Tyrimo tikslas – išanalizuoti ir įvertinti Lietuvos išvykstamojo turizmo krizių valdymo situaciją. Uždaviniai: 1. Atskleisti darnaus vystimosi rodiklių stebėjimo svarbą turizmo krizių vertinimui. 2. Išanalizuoti turizmo krizės sampratą ir priežastis organizuoto turizmo vystimesi. 3. Sukurti turizmo krizių valdymo modelį. 4. Nustatyti Lietuvos kelionių agentūrų vadovų pasiruošimą valdyti turizmo krizes ir jų naudojamus krizės įveikimo metodus. Tyrimo hipotezės: 1. Lietuvos išvykstamojo turizmo įmonių ir padalinių vadovai yra pasirengę suvaldyti turizmo krizes. 2. Naudojami konkretūs turizmo krizių valdymo modeliai ir strategijos turizmo krizių įveikimui. Tyrimo aktualumas. Turizmo krizių valdymas Lietuvos mokslininkų yra labai mažai tyrinėtas. Dėl krizių patiriamos turizmo problemos sprendžiamos sunkiai Lietuvoje, nes nėra nei praktinių, nei teorinių žinių, kaip jas sėkmingai įveikti. Tyrimo metodai: 1. Mokslinės literatūros, statistinių duomenų ir teisinių dokumentų analizė. 2. Kokybinė turinio (content) analizė. Tyrimas buvo atliekamas taikant ekspertų apklausos metodą – pusiau struktūruoto interviu formą, apklausti 5 respondentai. Tyrimo empiriniams duomenims rinkti buvo parengta 13 klausimų. Klausimynas parengtas remiantis darbo teorinėje dalyje minimais darbais. Gautiems duomenims analizuoti buvo naudojama kokybinė turinio (content) analizė. Darbo sandara: darbas susideda iš 3 skyrių, 63 puslapių, 10 lentelių, 16 paveikslėlių... [toliau žr. visą tekstą] / Work item - Lithuanian outbound tourism crisis management evaluation and analysis. The objective - tourism crisis management. Work tasks: 1. To analyze the conception of indicators in sustainable tourism development. 2. To analyze the concept of tourism crisis and causes for the organized tourism development. 3. To suggest tourism crisis management model. 4. To set Lithuanians travel agencies managers‘ ability to manage tourism crises and their usable methods to control the tourism crisis. The research hypothesis: 1. Lithuanian outbound tourism managers are prepared to manage tourism crises. 2. The specific model or strategy of tourism crisis management is used for dealing with the crisis of tourism. Relevance. The tourism crisis management of Lithuanian scientists are very little studied. There are neither practical nor theoretical training on how to tackle tourism crisis especially in Lithuania. The research methods: 1. The analyzsis of scientific literature, statistical data and legal documents. 2. The qualitative content analysis. The study was carried out by 5 experts in the survey method - semi-standardized interview form. The study of empirical data collection was developed of 13 questions. The questionnaire was based on the theoretical work referred to analyzed works. Organization: There are 3 sections, 63 pages, 10 tables, 16 fugures, 62 sources of literature and 1 appendix. The work is prepared using literature in Lithuanian and Eglish languages... [to full text]

Le tourisme a été généralement défini comme le voyage d'une personne à une destination pour y faire une escale avant de revenir à son milieu d'origine. La perception d'une destination est donc au centre de l’étude lors de l'examen de laproposition du tourisme expliqué dans le cadre de cette thèse. Mais la perception de la destination a aussi des caractéristiques très difficiles. Afin de vérifier cela, nous devons considérer ce que le marketing des professionnels et des chercheurs ont apporté. Metelka (1990, p.46) et Vukonic (1997) ont défini une destination comme “un lieu géographique où les gens peuvent séjourner », tandis que Gunn (1994) explique une destination comme une zone géographique "suffisamment développé pour répondre aux objectifs de voyageurs" (Gunn, 1994, p.27). De ce point de vue, les destinations touristiques peuvent être associées soit à un pays ou soit à un (ou plusieurs) région, une ville ou des sites touristiques ; la destination est une notion géographique ou spatiale qui est d'abord définie par ses propres visiteurs. Dans la condition où le lieu n’est pas familier au touriste, l'endroit ne peut pas être considéré comme destination. Cependant, de nombreuses questions sont abordées dans la présente thèse pour comprendre comment une place peut devenir ensuite une destination, ainsi que les implications de cette transformation. / Firstly, tourism has been defined as a journey of an individual to a destination for a stopover, then return to his/her origin environment. The perception of a destination is therefore at a centre, considering the tourism proposition explained here. Above and beyond this, the perception of a destination also has significantly difficult characteristics. To verify this, we have to consider what marketing professionals and researchers bring to it. Metelka (1990, p.46) describes a destination as "the geographic location to which someone travels." Vukonic (1997) also relates the term to that factor whereas Gunn (1994) explains a destination is recognised by the travel market as a geographical area "sufficiently developed to meet the objectives of travellers" (Gunn, 1994, p.27). From this standpoint, tourist destinations may have the scope of being a country or (one or more) region, city or an exact site. The destination is a geographical or spatial notion that is first definedby its visitors. In the condition that no stranger visits a place, that place cannot be deliberated as a destination. This image gives the impression of asserting the obvious. However, many issues are discussed in this paper for a place tosubsequently become a destination, as well as the implications of this transformation.

The thesis focuses on analysis of provided services in experience tourism in Šumava region and Bavarian forest. The thesis evaluates services, their width and depth, according to marketing survey. This analysis is followed by analysis of possible options to diversify tourist product offerings.

<p>Шајкашка&nbsp; је географски&nbsp; субрегион у&nbsp;Србији. То је југоисточни део Бачке, лоциран&nbsp;у средишњем делу Аутономне Покрајине&nbsp;Војводине.&nbsp; Анализом природних и&nbsp;друштвених атрактивности, материјалне базе&nbsp;неопходне за развој туризма и садашњег&nbsp;стања развоја селективних облика туризма&nbsp;дошло се до закључка да Шајкашка, поред&nbsp;свих потенцијала, није афирмисана&nbsp;туристичка дестинација, чиме је потврђена&nbsp;основна хипотеза рада.</p><p>У раду су&nbsp;дефинисани кључни туристички ресурси&nbsp; и&nbsp;приоритетни облици&nbsp; туризма&nbsp; и&nbsp; са&nbsp;сигурношћу се може констатовати да&nbsp;Шајкашка&nbsp; може одмах или релативно&nbsp; брзо&nbsp;оформити конкурентно задовољавајући ниво&nbsp;у вези са&nbsp; следећим&nbsp; туристичким&nbsp;производима:&nbsp; наутички, излетнички, ловни и&nbsp;риболовни, сеоски, салашарски и спортско-рекреативни туризам, који би требало да&nbsp;представљају окосницу развоја туризма на&nbsp;овом простору.&nbsp; Услов је да се&nbsp; на новим, научно утемељеним и у&nbsp; пракси доказаним сазнањима, постави такав модел развоја, који ће да осигура&nbsp; да се&nbsp; Шајкашка&nbsp; позиционира као препознатљива и привлачна туристичка дестинација,&nbsp; са прецизно&nbsp; одређеном структуром&nbsp; туристичког производа&nbsp; и дефинисаним маркетинг планом развoja. У раду&nbsp; су дефинисани планови даљег развоја и предлози за унапређење туризма Шајкашке, базирани на резултатима анкетног истраживања туристичког тржишта. Испитивање туристичке тражње спроведено је на испитаницима из Новог Сада и Зрењанина, док је за потребе истраживања на страни туристичке понуде спроведено истраживање ставова локалног становништва Шајкашке о стању и перспективама развоја туризма у њиховим насељима. Резултати истраживања указују на чињеницу на Шајкашка није препознатљива туристичка дестинација, да нема изграђен имиџ, и да више од половине испитаника није посетило природне и друштвене атрактивности које се налазе на овом простору. Најбоље оцењени елементи Шајкашке, као туристичке дестинације су гастрономија, атрактивност вода и мултикултуралност, док је најслабије оцењен елеменат материјална основа.&nbsp; У&nbsp; резултатима истраживања ставова локалног становништва дошло се до закључка да&nbsp;&nbsp;&nbsp; становништво има позитиван став према развоју туризма, али да није свесно локалних туристичких вредности, ни природних нити културних, те да је неопходно спровести програме туристичке едукације и подизања самосвести.&nbsp; Велики удео локалног становништва има магловите представе о туризму и не познаје кораке и поступке који могу од ове делатности направити сигуран &nbsp;извор допунске зараде.&nbsp; Из анализе резултата анкетног истраживања донети су важни и конкретни закључци који би могли бити од велике помоћи за даље планирање развоја туризма у Шајкашкој.&nbsp; У резултатима истраживања&nbsp; нагласак&nbsp; се ставља&nbsp; на&nbsp; циљне тржишне сегменте на &nbsp;које треба усмерити маркетинг активности, стратегије које би требало применити и предуслове&nbsp; које&nbsp; треба испунити&nbsp; да&nbsp; би&nbsp; туризам заиста&nbsp; постао&nbsp; један од&nbsp; водећих&nbsp; елемената&nbsp; свеукупног&nbsp; развоја овог простора,&nbsp; а&nbsp; Шајкашка постала препознатљива туристичка&nbsp; дестинација&nbsp; у Србији.</p> / <p>Šajkaška&nbsp; je geografski&nbsp; subregion u&nbsp;Srbiji. To je jugoistočni deo Bačke, lociran&nbsp;u središnjem delu Autonomne Pokrajine&nbsp;Vojvodine.&nbsp; Analizom prirodnih i&nbsp;društvenih atraktivnosti, materijalne baze&nbsp;neophodne za razvoj turizma i sadašnjeg&nbsp;stanja razvoja selektivnih oblika turizma&nbsp;došlo se do zaključka da Šajkaška, pored&nbsp;svih potencijala, nije afirmisana&nbsp;turistička destinacija, čime je potvrđena&nbsp;osnovna hipoteza rada.</p><p>U radu su&nbsp;definisani ključni turistički resursi&nbsp; i&nbsp;prioritetni oblici&nbsp; turizma&nbsp; i&nbsp; sa&nbsp;sigurnošću se može konstatovati da&nbsp;Šajkaška&nbsp; može odmah ili relativno&nbsp; brzo&nbsp;oformiti konkurentno zadovoljavajući nivo&nbsp;u vezi sa&nbsp; sledećim&nbsp; turističkim&nbsp;proizvodima:&nbsp; nautički, izletnički, lovni i&nbsp;ribolovni, seoski, salašarski i sportsko-rekreativni turizam, koji bi trebalo da&nbsp;predstavljaju okosnicu razvoja turizma na&nbsp;ovom prostoru.&nbsp; Uslov je da se&nbsp; na novim, naučno utemeljenim i u&nbsp; praksi dokazanim saznanjima, postavi takav model razvoja, koji će da osigura&nbsp; da se&nbsp; Šajkaška&nbsp; pozicionira kao prepoznatljiva i privlačna turistička destinacija,&nbsp; sa precizno&nbsp; određenom strukturom&nbsp; turističkog proizvoda&nbsp; i definisanim marketing planom razvoja. U radu&nbsp; su definisani planovi daljeg razvoja i predlozi za unapređenje turizma Šajkaške, bazirani na rezultatima anketnog istraživanja turističkog tržišta. Ispitivanje turističke tražnje sprovedeno je na ispitanicima iz Novog Sada i Zrenjanina, dok je za potrebe istraživanja na strani turističke ponude sprovedeno istraživanje stavova lokalnog stanovništva Šajkaške o stanju i perspektivama razvoja turizma u njihovim naseljima. Rezultati istraživanja ukazuju na činjenicu na Šajkaška nije prepoznatljiva turistička destinacija, da nema izgrađen imidž, i da više od polovine ispitanika nije posetilo prirodne i društvene atraktivnosti koje se nalaze na ovom prostoru. Najbolje ocenjeni elementi Šajkaške, kao turističke destinacije su gastronomija, atraktivnost voda i multikulturalnost, dok je najslabije ocenjen elemenat materijalna osnova.&nbsp; U&nbsp; rezultatima istraživanja stavova lokalnog stanovništva došlo se do zaključka da&nbsp;&nbsp;&nbsp; stanovništvo ima pozitivan stav prema razvoju turizma, ali da nije svesno lokalnih turističkih vrednosti, ni prirodnih niti kulturnih, te da je neophodno sprovesti programe turističke edukacije i podizanja samosvesti.&nbsp; Veliki udeo lokalnog stanovništva ima maglovite predstave o turizmu i ne poznaje korake i postupke koji mogu od ove delatnosti napraviti siguran &nbsp;izvor dopunske zarade.&nbsp; Iz analize rezultata anketnog istraživanja doneti su važni i konkretni zaključci koji bi mogli biti od velike pomoći za dalje planiranje razvoja turizma u Šajkaškoj.&nbsp; U rezultatima istraživanja&nbsp; naglasak&nbsp; se stavlja&nbsp; na&nbsp; ciljne tržišne segmente na &nbsp;koje treba usmeriti marketing aktivnosti, strategije koje bi trebalo primeniti i preduslove&nbsp; koje&nbsp; treba ispuniti&nbsp; da&nbsp; bi&nbsp; turizam zaista&nbsp; postao&nbsp; jedan od&nbsp; vodećih&nbsp; elemenata&nbsp; sveukupnog&nbsp; razvoja ovog prostora,&nbsp; a&nbsp; Šajkaška postala prepoznatljiva turistička&nbsp; destinacija&nbsp; u Srbiji.</p> / <p>&Scaron;ajka&scaron;ka is geographical subregion in Serbia. It is located in southeastern part of Bačka, in middle part of Autonomous Province of Vojvodina. Through&nbsp;analyzes of natural and social attractiveness, material base essential for development of tourism and present condition of development of selective forms of&nbsp;tourism, it is concluded that &Scaron;ajka&scaron;ka, regardless of all its potential, is not an affirmed tourist destination, which&nbsp; confirms the basic hypothesis&nbsp; of the&nbsp;dissertation.</p><p>Dissertation defines key tourist resources and priority forms of tourism, and it can be ascertain that &Scaron;ajka&scaron;ka may now, or relatively soon form competitive satisfying level in relation with following tourist products:&nbsp; nautical tourism,&nbsp; excursion and&nbsp;sightseeing,&nbsp; hunting and fishing, rural and&nbsp; farm tourism,&nbsp; and&nbsp; sports-recreational &nbsp;tourism, which supposed to be framework for future development of tourism in this area. It is required&nbsp; that, on the grounds of&nbsp; new,&nbsp; scientifically&nbsp; based&nbsp; and in practice&nbsp; proven facts, a&nbsp; model&nbsp; of development should be created, which will&nbsp; ensure&nbsp; &Scaron;ajka&scaron;ka&nbsp; position&nbsp; as a recognizable and&nbsp; attractive&nbsp; tourist destination,&nbsp; with&nbsp; a precise structure of tourism product and the defined marketing plan development.</p><p>Dissertation defines plans for further development and suggestions on improving tourism of &Scaron;ajka&scaron;ka, based on results of survey of tourist market. Survey was conducted on respondents from Novi Sad and Zrenjanin,&nbsp; and&nbsp; for the purpose of research&nbsp; on&nbsp; the tourist&nbsp; offer,&nbsp; a survey&nbsp; of attitudes&nbsp; of local people from &Scaron;ajka&scaron;ka,&nbsp; on the status and&nbsp; perspectives&nbsp; of tourism development in their neighborhoods was conducted.</p><p>Results of survey indicates that &Scaron;ajka&scaron;ka is not recognizable tourist destination, it is without defined image, and more than half of respondents didn&#39;t visit natural and social attractiveness that are found in this area. Best graded elements of &Scaron;ajka&scaron;ka, as &nbsp;tourist destination is gastronomy, attractiveness of&nbsp; water and multiculturalism, and lowest grade was given to the material base.</p><p>Based on survey results of attitudes of local people it is concluded that they have positive attitude towards development of tourism, but unaware of local tourist&nbsp;<br />values, neither&nbsp; natural nor cultural, and that is necessary to implement a program of tourism education and raising&nbsp; awareness. Majority of population has wage idea of tourism and it is not familiar with procedures and steps which can make this activity secure source of additional earnings.</p><p>Based on survey findings analyze important and concrete conclusions were drawn, &nbsp;which could be of great assistance for further planning of development tourism in &Scaron;ajka&scaron;ka. Dissertation emphasizes survey findings, target&nbsp; market segments on which &nbsp;marketing activities should be focused, strategies that should be applied and preconditions that should be required in order to make tourism as one of the leading elements of entire development of this area, and &Scaron;ajka&scaron;ka to become recognizable tourist destination in Serbia.</p>

This diploma thesis deals with the function of regional destination management organizations in Czechia. Destination management organizations are founded to implement destination management at various spatial levels (national, regional, local). In Czechia, the issue of destination management is a relatively new area of research. The aim of this work is to clarify the role of destination companies as one of the regional development actors with an emphasis on the development of tourism. The theoretical base is network theory and the concept of destination governance along with other base of the cooperation of actors in tourism development. For purpose to get a general insight into the situation of destination management in Czechia, the analysis of the regional destination companies is a part of the work. In addition, thesis includes the case study of the tourist area of Orlicke hory and Podorlicko, in which the destination company of the same name operates. The case study includes analysis of strategic documents and annual reports of selected actors, semi- structured interviews with representatives of selected organizations from the region and a questionnaire survey among the members of the destination management organization. All of mentioned methods helped to evaluate the functioning and the...