Integrated Quality Management Model on the Example of Destination Split

Integrated Quality Management (IQM) is argumentative and efficient method proposed by the European Commission to reach and maintain tourist products and services quality in destinations. The paper presents IQM possibilities and phases in Split where tourism could base on events and contents quality and diversity, gastronomic and catering offer or destination cleanliness and ecological acceptability. Split should accept proved quality improvement method and adopt European IQM model. Benchmarking Split with Stockholm, IQM method implementation is suggested for Split to keep its comparative advantages and enable long-term market competitiveness. Adopting IQM method completes value chain of Split tourism, depending on cooperation of all included in tourist activity: local and state authorities, tourism entrepreneurs, local population. Establishing institutional leader as destination management organisation, Split provides cooperation and partnership. Three development scenarios for Split were compared and repositioning suggested on all levels by stressing quality aspect.quality management, destination, benchmarking, partnership

RESEARCH ON THE ADJUSTMENT OF CROATIAN TOURIST OFFER TO JAPANESE TOURISTS EXPECTATIONS

A fundamental problem of Croatian tourism is insufficient quality level leading to seasonality, insufficient capacity utilisation and (non) profitability. Today, when tourist markets are turbulent, it is important to know a tourist, their wishes, expectation and outdo these. In order for the tourist to be satisfied, it is crucial to meet all segments of their expectations. Though an important aspect of tourist product or offer quality, insufficiently mentioned in Croatia is the respect of the culture the tourist comes from. Croatia is opening to new non-traditional markets it needs to adjust to. In order to remain competitive and continuously increase product and service quality, even the most unusual tourists’ requests should be met. Quality implies attitude: never say no to a client. This paper presents the results of researching readiness of Croatian tourist offer to meet specific Japanese tourists’ requests