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Řízení kvality jako nástroj pro zajištění konkurenceschopnosti poskytovatelů služeb v cestovním ruchu
 NOVOTNÁ, Jana
This dissertation deals with the issue of increasing the quality of services provided in the field of tourism. It is especially focused on the Czech Service Quality System (CSQS), which represents such a quality management tool in the market environment of the Czech Republic. This system has been operating as a quality management tool for ensuring competitiveness in the conditions of the Czech Republic since 2010. After a 10year period, it is therefore appropriate to verify and evaluate its current use in practice. The main goal of the work is to analyse the current level of implementation of this tool and its practical use. The research verifies the use of the Czech system of service quality both among the managers of selected tourism organization certified in the system and from the point of view of consumers themselves. Partial goals of the work are the detailed description of the Czech Service Quality System, including the reasons that led to the implementation of this system, the description of its operation, including a detailed procedure in various stages of certification, but also a comparison with analogous systems operating in Germany (ServiceQualität Deutschland) and in Switzerland (Quality Programme of Swiss Tourism). In the light of the findings, there will be an overall assessment of the degree of adaptation of the system and its success from the perspective of all stakeholders in tourism, as well as proposing possible recommendations to support and expand its practical use.
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