Tour guides are one of the key participants in the tourism industry. Their knowledge in presenting the tourist attractions and the culture of a particular destination, their abilities in communication and servicing can turn a trip into a really exciting experience. The services offered become a major factor because of the fact that the different destinations are trying to attract more visitors in a highly competitive situation. This research examines the nature of tour guiding in Bulgaria, assessing the existing level of quality and identifies the problems and challenges that this profession faces in the 21stcentury. These problems are being examined through series of in-deep interviews and interviews with focus-groups. In accordance with the results obtained, some recommendations were formulated. The most important one is related to the introduction of a control system to assure and guarantee the high quality of servicing. The problems experienced by tour guiding in Bulgaria are not specific and such or similar problems could be encountered in many other countries. Nevertheless, little information could be found in articles and publications. This research is an attempt to gather more information about these issues that is to be analyzed in order to ameliorate the quality of the overall process of tour guiding.



Ибришимова-Кръстева, Екскурзоводско обслужване, Бургас, 1995.

Рибов, М., Туризмътnв ерата на качеството,Тракия-М, София, 2003.

Рибов, М., Янева, М. и колектив, Стратегическият избор в туризма,Тракия-М, София, 2005.

Янева, М., Влияние на качеството върху потребителския избор на туристически продукт , Авангард прима, София, 2004.

Янева, М., Сборник доклади-“Качество, конкурентоспособност, устойчиворазвитие”, Пазарни проучвания на мнението на туристите за качеството на eкскурзоводското обслужване”,УИ “Стопанство”, София, 1999.

Bitner, M. J., Booms, B. H., Mohr, Critikal service encounjers. L. A. 1994.

Cohen, E., The tourist guide:The origins, structure and dynamics of a role. Annals of Tourism
Research,12(1), 5-29, 1985.

Cross, D., Please follow me:The practical tourist guides handbook.Salisbury, England: Wessexplore Tourist service, 1991.
de Kadt, E.,Tourism:Passport to development . New York: Oxford University Press.

Datyer, R. und Lohmann, N., Der Beruf des\Reiseleiters, Starnberg, 1979.

EFTGA, European federation of tour guides association-Information brochure, Unpublished, 1998

Geva, A. , & Goldman, A., Satisfaction measurement in guided tours. Annals of tourism Research, 18(3), 337-402, 1991.

Holloway, C., The guided tour: A sociological approach, Annals of tourism Research, 8-(3), 337-402), 1981.

Lincoln, Y., & Guba. ,E., Naturalistic inquiry. Beverly Hills:Sage Publications, 1985.

Mancini, M., Conducting tours.А practical guide.Cincinnati South-Western Publishing Co, 1990.

Mossberg.,L., Tour leaders and their importance in charter tours Tourism Management, 16 (6), 437-445, 1995.

Nettekoven, L., Mechanisms of intercultural interaction. In De Kadt, E. Tourism: Passport to development. New York :Oxford University Press, 1979.

Schmeer-Strum, Marie-Louise, Gasterfuhrung, Munchen 1996.

World Federation of Tourist Guide Associations, 2005.


Full Text: PDF (English)