Bosovs'ka M. Service quality management of hotel business enterprises. The manuscript.

The thesis is dedicated to the problem of improvement of theoretical, methodological and practical aspects of quality management of hotel business enterprises' services in the context of system and process approach. The research, systematization critical analyse of the basic theoretical approaches to the development service quality management are made; the conceptual categories are specified; the decomposition of service quality management of hotel business enterprises and the methodical approach to its realisation are theoretically proved. The theoretical-methodological approaches to the estimation of the level of services' quality in hotel business enterprises are created. The methodical approaches to the estimation of internal and external factors' influence into the functioning of the system of quality management in hotel business enterprises. In this thesis there was argued the technique of definition of service quality management' efficiency in hotel enterprises in view of expenses. The methodical recommendations on introduction of a control system of hotel services' quality in view of principles of TQM are developed.