Rola znakowania i certyfikacji systemów jakości w procesie spełnienia wymagań klienta na przykładzie branży hotelarskiej
THE ROLE OF THE LABELLING AND CERTIFICATION OF QUALITY SYSTEMS IN THE PROCESS OF FULFILLING CUSTOMER REQUIREMENTS AS EXEMPLIFIED BY THE HOTEL INDUSTRY

Summary/Abstract: The objective of the article is the presentation of the role of labelling and certifica¬tion systems in the process of meeting the quality requirements of external customers (hotel guests). The scope of research covers the following elements: standardised and non-standard¬ised quality management systems implemented in hotel industry enterprises as well as label¬ling and certification systems used by European and Polish tourist industry organisations. The author proves that contemporary labelling and certification systems determine and confirm not only the level of the quality of provided services but also the quality of service provision processes as well as the quality of system management. The article shows that labelling and certification systems support the process of evaluating the functioning of a quality system. Such systems define a scope of quality requirements whose fulfilment is expected by the cus¬tomer. They confirm a degree of requirement fulfilment at various advancement levels of quality systems.

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