. 2. Quality and the quality management system in tourism The aspects concerning tourist services have entailed a basic terminology: the producer of services is called service provider; the consumer of services is the client or beneficiary. Services in general have several elements of "technological" specificity, from this point of view being original, even unique
2.1. General aspects of the quality of services Quality of services means conformity with the client’s demands. The companies try to increase the quality of services, serving both as a purpose of management services and a strategy to develop the enterprise. Quality of services has two components [Jivan, 1998, 90]: • The quality of the serving process; • The level of quality for serving, i.e. the real service provided. As for a company’s level of service quality, it depends on the way in which the officials approach the quality issue. Thus [Stanciu, 2003, 335]: • The concept of quality should be approached systematically; • The client’s demands should be understood and then fulfilled; • The quality principles should be imposed at all structural and organization levels of the unit; • The qualitative level of services should be achieved efficiently; • The diversity of services on the market should be a permanent aim. A relevant aspect of any competition is to take into account all the aspects concerning quality, not only quality of services..