The Responsibility of Organisations towards Customers. Case Study – Romanian Travel Agencies Organizations’ responsibilities towards consumers and consumer rights gained increasing
attention during recent decades, alongside with intensifying competition on the market of
goods and services, increasing their complexity and diversity, evolving of technology and
transport means, growing population, etc. Within this context, increasing consumer
protection, promoting sustainable consumption, rapid and efficient resolution of
complaints, education and consumer awareness represent imperatives of a modern
organization, aware that its existence on market depends on meeting customer requirements
in the best way.
Particular area where competition is increasingly fierce, and the number of consumers is
continuously growing is the tourism sector. Moreover, recent changes in the Internet
development have raised new issues regarding tourist protection.
Based on these considerations, in this article we have analysed and assessed the
responsibility of travel agencies in Romania towards customers. The research has been
achieved from two perspectives: both from the point of view of tourism employees and
tourists. The survey results have brought to the attention of travel agencies certain
directions that should be considered in their relationship with the tourists in order to
increase tourists’ protection and promoting sustainable consumption.
The Responsibility of Organisations towards Customers. Case Study – Romanian Travel Agencies.

Amfitreatru Economic

Volum 16 | Număr 35 | Publicat la 01/02/2014 | Pagini:  258 - 272 | ISSN  1582-9146 | eISSN  -

Autori:
Olimpia State [1] | Claudia Gabriela Baicu [2]
[1] The Bucharest University of Economic Studies, Romania - [2] Spiru Haret University, Bucharest, Romania
Rezumat
Organizations’ responsibilities towards consumers and consumer rights gained increasing
attention during recent decades, alongside with intensifying competition on the market of
goods and services, increasing their complexity and diversity, evolving of technology and
transport means, growing population, etc. Within this context, increasing consumer
protection, promoting sustainable consumption, rapid and efficient resolution of
complaints, education and consumer awareness represent imperatives of a modern
organization, aware that its existence on market depends on meeting customer requirements
in the best way.
Particular area where competition is increasingly fierce, and the number of consumers is
continuously growing is the tourism sector. Moreover, recent changes in the Internet
development have raised new issues regarding tourist protection.
Based on these considerations, in this article we have analysed and assessed the
responsibility of travel agencies in Romania towards customers. The research has been
achieved from two perspectives: both from the point of view of tourism employees and
tourists. The survey results have brought to the attention of travel agencies certain
directions that should be considered in their relationship with the tourists in order to
increase tourists’ protection and promoting sustainable consumption.
Cuvinte cheie:
responsibility, travel agency, customer protection, sustainable consumption



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