THE NEED FOR IMPLEMENTATION OF QUALITY MANAGEMENT SYSTEMS IN HOSPITALITY INDUSTRY AND IMPORTANCE OF ITS CERTIFICATION

摘要

Many economists-managers do not have time to think about something very important for the effectiveness of their activities; must be aware that, at an equal price, customers prefer organization providing a higher quality, and if organizations are providing equal quality, they will choose cheaper services. The paper aims to highlight the need to implement quality management systems and the importance of their certification for providing quality services; and presents the most important point of view from the literature.