THE MANAGERIAL PERFORMANCE OF TOURISM ORGANIZATIONS - BETWEEN WISHFUL THEORY AND PRACTICE

The objective of this article is to approach and offer potential solutions to a controversial topic, one that doesn’t even have, to date, an acceptable solution: increasing the efficiency of institutions involved in tourism. Given this context, our project started with trying to establish what were the determining factors that affect the efficiency of organizations, in the field of tourism in general and in which way the management of these institutions can contribute to the impression that the clients have regarding the quality of their experience as a tourist. Finally, we tried to evaluate the degree of satisfaction of the organizations in the field of tourism regarding the quality of organizational communication within those institutions located in Romania. We find it especially important because, and we know this as a fact, the favourable perception of the service beneficiaries leads to the rise in sales, which positively impacts the GDP. The goal of the project is to uncover the way that organizational communication affects the satisfaction of the beneficiaries of the Romanian touristic institutions. In this context, we had on one side a series of concrete and innovating contributions regarding creating a complete database of organizations in the field of tourism in Romania (agencies as well as hospitality institutions) and, on the other side, the initiation of a wide exploratory research study that will result in publishing the first book in Romania on the topic of increasing management efficiency through perfecting organizational communication in the field of tourism. In order to complete our scientific endeavour we utilized surveys and interviews. The results were validated after we compared the performance obtained in the activity or organizations in the field of tourism with the benchmarks of the field.