Gestão pela qualidade total em empresas turísticas

Eunice Mancebo Rodrigues Fernandes, João Guilherme Guerra


The competition in the touristic market is very hard and the corporation that wants to act in, always should act focused on the client’s needs, thinking how to provide high quality services. Indicates that, the integration of the touristic system demands a conscious plan that comprehends a quality performance of all touristic components, since it is a main prerogative for the touristic success. Analyses of how touristic companies face the quality and the benefits that are obtained by the companies who follow the instructions of the Total Quality Management to manage the corporation, based on the International Organization for Standardization rules, in specific case of Gol Linhas Aéreas Inteligentes, showing how they apply quality management techniques.


Competition, Touristic Marketing, Quality, Total Quality Management.

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