Since tourism services are interaction between customer and provider, it is crucial to underline the importance of human resources in this industry
According to SR EN ISO 9000/2000 quality is defined as "the extent to which a set of inherent characteristics of a product service satisfy the customer's requirements
World Tourism Organization understands the quality of tourism as being the result of a process which involves meeting all the needs, demands and legitimate consumer expectations in terms of product and service at an affordable price, in accordance with the contractual terms of a mutual agreement and adjacent determinants of quality which are security and protection, hygiene, accessibility, transparency, authenticity and harmonization of tourism activity concerned with the human and natural environment.