Domov R.G.Published in:
Creative Economy
– Volume 13, Number 5 (May 2019)

JEL classification: L83, M21, M31

Keywords: client, consumer, pre-contractual work, qualities, tourism, tourist, tourist organization, tourist service, travel agent


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Abstract:

The relevance of the topic is determined by the presence of numerous defects in the practice of pre-contractual work of tourist organizations, as well as the lack of modern research on these issues. The paper analyzes the problem of service quality at the stage of pre-contractual work of tourist organizations with customers. Normative and doctrinal concept of quality of tourist service is defined, specific features of pre-contractual service are allocated, conditions and the factors influencing level and quality of pre-contractual service of consumers are revealed, existing models of quality assurance of pre-contractual tourist service are considered. On the basis of the analysis the generalized author's model of quality of service of tourists at a pre-contractual stage of work of the tourist organizations (travel agents) is offered.

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