ASPECTS OF SERVICE QUALITY AND ECOLABELLING OF ROMANIAN LODGING SERVICES

Tourism has a significant environmental, economic and socio-cultural impact, which makes it important for environmental initiatives.The Rio Earth Summit (1992) was a milestone for these initiatives, having introduced the concept of sustainable development, its major principles and recommendations of implementation. So, the ecological movement grew globally more and more by widely disseminated actions among various bodies as the governments, associations, businesses, academics, NGOs and communities.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nIn European Union eco-labelling scheme, is "a voluntary initiative to promote products and services which have the potential to reduce negative environmental impacts, as compared to the other products and services in the same product or service group, thus contributing to the efficient use of resources and a high level of environmental protection. This shall be pursued through the provision of guidance and accurate, non-deceptive and scientifically based information to consumers on such products and services". In fact this is official approach known as EU-Ecolabel Scheme, launched in 2005.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nIn general, the idea of sustainable development, and eco-attitude of many of the activities carried out in different economic sectors have been encouraged to be certified, and to adopt sustainable practices to improve their environmental practices, and to inform and educate their clients regarding their friendly-environmental policies. The tourism sector adopted all of these.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nOne by one in hospitality industry have emerged new trends, new destinations. Some of these trends are as well connected to environmental policy, eco-initiatives that certify EMS (Environmental Management System) and to use of eco-label in hospitality industry.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nFor years, the tourism sector in Romania was declared a strategic sector. Within this framework, we decided to examine this area, the specific topic of eco-labelling and quality of lodging services in Romania. \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nThis paper proposes a short examination by observation of studies dedicated to lodging eco-label services and their quality based on a comparative analysis between Romanian supply of tourism \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\"green services\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\" and international one.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nThis study has as a result a synthetic perspective on eco-label services and some aspects on the state of art of this topic in Romanian and international context of lodging services.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nenvironmental policy, environmental management system, tourism, lodging services, quality of services, eco-labelling, Romania

TEN KEY CONCEPTS AND THE SUCCESS OF ROMANIAN ORGANIZATIONS

This paper is focused on ten key concepts which influence the success of the organizations at the beginning of XXI century. The great changes generated by globalization determine firms to be more competitive. This means that we have to focus on: mission, leadership, emotional intelligence, innovation, organizational culture, human resources, total quality management, ethics, conflict management, brand, and the value offered to the clients.leadership, organizational culture, human resources management

INNOVATIVE PRACTICES IN TOURISM. APOSSIBLE MODEL BY FOSTERING SHADOW FACTORS

The paper is the result of an empirical research, a study that includes a theoretical framework. The data used to test our hypotheses come from 60 small tourism firms from Bihor County, Romania. The research conducted has revealed that actions focusing on innovation must be based on a solid analysis, supported by the knowledge and the understanding of the contextual factors (environment, culture as a mental programming, values) also based on the organizational factors (the management commitment, systemic perspective, learning and practice of experimentation, rapid transfer of knowledge within the organization). For the purpose of this work, the contextual factors that are exogenous represent the shadow factors. The studies performed in three European projects implemented in tourism SMEs of Bihor County have allowed us to advance the idea that contextual and organizational factors, that are identified as the source of innovation are based on rationality, which is enlarged by affectivity and imagination. The identified correlations may be considered, in our opinion an element of novelty and originality. Finally, the purpose of this paper is to provide a possible model, based on the idea of building an innovative firm, the one that has learned how to determine their own employees to be innovative. O03, L2, L2

NIVELUL DE SERVIRE A CLIENTILOR DIN PERSPECTICA LOGISTICII

Although most senior manager agree that customer service is important, they find it difficult to explain exactly what it is and does. However we have identified three facets of customer service: customer service as (1) an activity, (2) performance level and (3) management philosophy. Corroborating these dimensions, this paper argues that excellent customer service is to add value for all members of the supply chain. The need for viewing logistical requirements across time can be illustrated using the product life-cycle framework The paper identifies the three facets of customer service: availability of goods, operational performance and service quality. The paper concludes that in order to implement a basic service platform, it is necessary to specify the level of basic service commitment to customers and performance at a level above basic service represent extra commitment justified by the unique business situation.life-cycle of products, logistics, client service

TOURISTISCHE DIENSTLEISTUNGEN IN RUMENIEN UND EINIGE ETHISCHE ASPEKTE DES KONSUMENTENSCHUTZES

The paper deals with the protection of consumers of touristic services as well as some of its ethical aspects, it is a part of a more ample study. The assurance of the protection of consumer begin since information phase, it continues with his transport and with the situations that can appears once he arrived at destination. Ethical issues that are likely to come up in the area of tourist services are multiple. The main domains that can generate ethical problems are going to be presented are: problems regarding the product, publicity, actual performing, the price, and distribution.Rad govori o zaštiti potrošača turističkih usluga i o nekim njihovim etičkim aspektima, a dio je opsežnije studije. Osiguravanje zaštite potrošača počinje s fazom informiranja, nastavlja se transportom potrošača i situacijom koju on po svom dolasku nalazi na mjestu destinacije. Mnogobrojni su etički problemi, koji se mogu pojaviti na području turističkih usluga. Glavna područja, koja mogu stvarati etičke probleme su: problemi u svezi proizvoda, reklama, nova izvedba, cijena i distribucija.In dieser Arbeit, welche zugleich Teil einer umfangreicheren Studie ist, wird der Konsumentenschutz der touristischen Dienstleistungen und einige ethische Aspekte dargestellt. Der Konsumentenschutz beginnt mit der Informierungsphase, setzt sich fort mit dem Transport der Konsumenten und mit der Situation, welche der Kunde nach seiner Ankunft in der Destination vorfindet. Die ethischen Probleme, welche im Bereich der touristischen Dienstleistungen erscheinen können sind zahlreich. Die Hauptbereiche, welche die ethischen Probleme hervorrufen können werden hier vorgestellt: Probleme bezüglich des Produktes, die Werbung, neue Ausarbeitung, der Preis und der Warenvertrieb

QUALITY MILESTONES OF THE SUSTAINABLE TOURISM

At this stage there are numerous studies about how tourism activity is related and affects the environment. The purpose of this paper is to examine theoretically, and to analyse activities that occur in hotels, linking this activity to the principles and activities that reduce the tourism negative environmental impact. When we have the objective to discuss sustainable development we must balance between a trilogies that enclose the following three concepts: economic, social/ equity and ecology/environment. In fact in our opinion we agree that “sustainable development is a fractal” concept. Sustainable development is examined here, specifically - taking account of the activity of accommodation in hotels, and also the frame that such activity must integrates. The principles of sustainable development are the most important factors beside clients` expectations, such that to maintain a standard that not only is high, so the coefficients satisfy tourists, but to suit the requirements sustainability, which in this instance means rationalization repeated on different levels and plans (this concerns to energy consumption, water, to waste disposal, etc.). The relationship between tourism and the environment is particular complex, since these two factors are interrelated, and each of them is, at their turn characterised by complexity and variability. The fundamental premise for a friendly, high quality tourism is harmony on the one hand, with the operators (for sustainable development) and secondly with tourists (for a correct use of the facilities). As a syntagma, this can mean: the promotion and adoption of "green behaviour". It is believed today that more and more hoteliers should adopt this behaviour, an ecological framework in which hotel has the benefits of normal economic activity, showing competitiveness, but customer satisfaction in the highest grade (quality) remains the central plan in spite of rigors required by the so-called: "green behaviour"! As a final remark, we mention as milestone of ecological behaviour (green) connected to sustainable development are certification to ISO 14001 and eco-labelling of accommodation

INTEGRATION OF ENVIRONMENTAL MANAGEMENT SYSTEM

The relevance of management as significant factor of business activity can be established on various management systems. These will help to obtain, organise, administrate, evaluate and control particulars: information, quality, environmental protection, health and safety, various resources (time, human, finance, inventory etc). The complexity of nowadays days development, forced us to think ‘integrated’. Sustainable development principles require that environment management policies and practices are not good in themselves but also integrate with all other environmental objectives, and with social and economic development objectives. The principles of sustainable development involve that environment management policies and practices. These are not sound in them-self but also integrate with all other environmental objectives, and with social and economic development objectives. Those objectives were realized, and followed by development of strategies to effects the objective of sustainable development. Environmental management should embrace recent change in the area of environmental protection, and suit the recently regulations of the field -entire legal and economic, as well as perform management systems to meet the requirements of the contemporary model for economic development. These changes are trailed by abandon the conventional approach of environmental protection and it is replaced by sustainable development (SD). The keys and the aims of Cleaner Productions (CP) are presented being implemented in various companies as a non-formalised environmental management system (EMS). This concept is suggested here as a proper model for practice where possible environmental harmful technologies are used -e.g. Rosia Montana. Showing the features and the power of CP this paper is a signal oriented to involve the awareness of policy-makers and top management of diverse Romanian companies. Many companies in European countries are developing corporate environmental strategies to reduce negative impacts on ecosystems. This involves adopting environmental mission statements, conducting audits and monitoring performances. But we have not to forget that the ecosystem is unique for us. All of us, individuals and communities, small enterprises and multinational companies, national policy-makers, are responsible of preserving it for the future generations

ASPECTS OF SERVICE QUALITY AND ECOLABELLING OF ROMANIAN LODGING SERVICES

Tourism has a significant environmental, economic and socio-cultural impact, which makes it important for environmental initiatives.The Rio Earth Summit (1992) was a milestone for these initiatives, having introduced the concept of sustainable development, its major principles and recommendations of implementation. So, the ecological movement grew globally more and more by widely disseminated actions among various bodies as the governments, associations, businesses, academics, NGOs and communities.In European Union eco-labelling scheme, is a voluntary initiative to promote products and services which have the potential to reduce negative environmental impacts, as compared to the other products and services in the same product or service group, thus contributing to the efficient use of resources and a high level of environmental protection. This shall be pursued through the provision of guidance and accurate, non-deceptive and scientifically based information to consumers on such products and services. In fact this is official approach known as EU-Ecolabel Scheme, launched in 2005.In general, the idea of sustainable development, and eco-attitude of many of the activities carried out in different economic sectors have been encouraged to be certified, and to adopt sustainable practices to improve their environmental practices, and to inform and educate their clients regarding their friendly-environmental policies. The tourism sector adopted all of these.One by one in hospitality industry have emerged new trends, new destinations. Some of these trends are as well connected to environmental policy, eco-initiatives that certify EMS (Environmental Management System) and to use of eco-label in hospitality industry.For years, the tourism sector in Romania was declared a strategic sector. Within this framework, we decided to examine this area, the specific topic of eco-labelling and quality of lodging services in Romania. This paper proposes a short examination by observation of studies dedicated to lodging eco-label services and their quality based on a comparative analysis between Romanian supply of tourism 'green services' and international one.This study has as a result a synthetic perspective on eco-label services and some aspects on the state of art of this topic in Romanian and international context of lodging services

Comparative Study of Consumers’ Perceptions and Attitudes to Organic Agricultural Products in Bulgaria and Romania

The aim of the paper is to describe the perceptions and attitudes to organic products of a particular set of potential consumers in Bulgaria and Romania. Quality analysis according to the method of “focus groups” was used. The results obtained from the four focus groups conducted in Bulgaria and the two focus groups in Romania during the period April – May 2007 were analysed. Within this comparative study the different associations which potential consumers in Bulgaria and Romania have for organic foods come to the fore. The willingness of participants in the focus groups to pay a higher price for organic foods, related to the greater added value due to their ecological method of production and healthy effect is discusses. It was established that the groups of organic foods preferred by the Bulgarian and Romanian participants in the focus groups are one and the same. The insignificant differences are due to the eating habits in the two countries. All respondents, irrespective of their nationality confirm the necessity for a special label for organic products. The reasons for this are: facilitating customer’s choice; differentiation from other products (easy recognition and identification); information to consumers; guarantee for the organic origin and quality of the foods; information and promotion of organic foods