出版社：Asociatia Generala a Economistilor din Romania - AGER
摘要：The numerous challenges at international level, such as globalization, increased competition, and the existing financial crisis led organizations to realize that keeping them on the market depends on the quality of their products or services. Thus, under the impact of these factors, organizations in the hospitality industry must turn their attention to the customer. The present paper aims to highlight the role of service quality in the success of the organizations acting in this area and of the importance of ISO 9000 quality management systems implementation approach for the market strategy of firms having in view a sustainable development. The research methodology follows the analysis of the characteristics and factors that influence the quality of the hospitality industry, as well as the typology of quality management systems according to ISO standards which can be applied in the organizations from this field. Consequently, are highlighted the specific elements of the service quality in the hospitality industry, and the positive and/or negative aspects concerning the approach to implement quality management systems, quality being considered a strategic element of any organization's management in the context of the sustainable development.
