ABSTRACT
Tourism organisation managers should not approach quality issues as one-time problems and they should devise appropriate programmes and initiatives to address quality management issues in a constant and systematic way. The World Tourism Organization has designed some standards for tourist products or services that have to be brought into consideration when taking decisions on tourism services quality related to tourism product design and marketing. The management of tourism organisations fully comprehends that a high quality of service has to be ensured in order for the business to grow in the long-term perspective. However, there are a specific set of challenges and difficulties that are associated with the provision of a high-quality service in the tourism sector. Quality in tourism is a complex phenomenon, affected by three broad phenomena: factors in the environment, factors related to software and factors related to hardware.
