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EVALUAREA CMPETITIVITTII ECONOMICEHM PLICAT H TERTIRE ALE ACESTEIAEyA LU AT ION OF THE ECONOMICCO]V#ETITIVENESS AND ITS TERTIARY

INDUSTRIES IMPLICATIONS;_ Lector dr. Mihaela Daa PA RF EN E- " . . -'' ' . Universitatea Geo rge-Barit iu" din Brasov

Abstract Nowadays, the economies^of many countries (more or less developed) are built around theactivities of services, each state developing^its'^own tertiary capacities (intensive in knowledge and mwork, respe ctively )^ Being seen* as engines of development,> especially, *feryices^jnd st occupy \ nimportant position m 'strateg ies while orientating the future approache s The^present paper it highligh tsseveral mternational, Europ'ean and nationaftrend s in competitiveness Therefore, thework wishes t(/ bea motivation of the necessity to give ^an increased attention to services ln^^the Romanian economy ''Through com petitiveness we succ'essfully answer the international competition and thrqughi servicedevelopme nt this com peting capacity is strengthened and revaluated in the long-term v ^ i. Jf% ," * ' ^ ^ ^ ^ ^ ^K eyw ord s services, service econom ies, tertiary m dustries, competitiveness, indexes of competitiveness

1 INTRODUGERE 1 INTRODUCTIONIntegrarea Rom niei n mediul intemational a Rom ania's integration of in the intemationalreprezentat ci continua s constituie orientare environment has been and continues to be the

esenfial a activit{ilor econom ice, inclusiv a celpr essential orientation of econom ic activities, includingterciare. Actua litatea abordrii dezvoltrii serviciilor tertiary industries. The tinieliness of se rv ice /releva aspecte-cheie privind n principal acceritul pus development apjjroach reveals key issues, mainlype calitate, valoare, competitivitatea ci forme actale focusing on quality, value , competitiveness andale orientrii activitplor ecnoniice (avnd n vede re current forms of econom ic activities orientation' (withcrearea ci valorificarea avantajelor competitive). Este envisage the creation and use of competitivenecesar, prin urmare, dem onstrarea unor realizad advantages). It is neessa iy, therefore, to demonstrateeconom ice concret,' fiinc^ ionale ale sectmlui de some concrete, functional econom ic achievements ofservicii. Demonstrarea competitivit^ii se poate the service sector. Com petitiveness demonstrationrealiza n plan concret, al activita^ilr economice, dar can be achieved through concrete, econom icpoate fi redat ci cu ajutorul unor instrumente de activities, but can be highlighted th rou^ i evaluationevaluare ale capacit^ii de a fi competitiv (indicatori indicators for ability to be competitive (indicators ofai competitivitajii). competitiveness).

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2 ASPECTE GENERALE PRIVINDSERVICIILEn zilele noastre utilizm tot mai frecvent,chiar uzual n domenii specializate, nojiunile deeconomii de servicii sau terjiarizare (de regulapentru a le exprima stadiul de dezvoltare).Christian Grnroos (2001) apreciaz c ncaexista interpretri greite n privin^a importan^eiserviciilor ci impactului acestora asupra dezvoltriici competitivitjii. Aceste nen^elegeri au dreptcauze, n opinia aceluiai specialist, neglijareaserviciilor "ascunse" n sectoarele primar ci

secundar ci faptul c serviciile sunt vzute casector al economiei ci nu ca perspectiva cimodalitate de creare a avantajelor competitive.Fiind departe de a fi clarificate, aceste delimitrintre servicii ci celelalte doua sectoare nu pot firealizate convingtor, aceast situa^ie fiindaccentuat de implica^le serviciilor att nactivitji ct ci n ocu parea popu la^iei.La nivel mondial economiile de servicii suntdeja o realitate a prezentului, sectoml terciardefinnd, n medie, peste V2 din popula^ia ocupat

ci n formarea produsului intem bmt global. Incadml Uniunii Europene se nregistreaza deasemenea o pondere nsemnata att a populafieiocpate n servicii (circa 68% n anul 2010)(Eurostat, 2010) ct ci a contribujiei sectomluiterciar la formarea produsului intem bmt comunitar(circa 76% n anul 2010) (Eurostat, 2010). Prinurmare, este evident, evolu^ia economiilor ctrestmcturi bazate pe preponderen^a activitjilor deservicii n utilizarea muncii ci n ob^inerearezultatelor agrgate. n Romania, n acelai an,43 % din totalul popula^iei ocpate n economiana^ional apar^inea sectomlui terciar, iar nformarea PIB acesta i aducea o contribu^ie decirca 56% (INSSE, 2011 ).3 P A R T I C U L A R I T J I C O M P E T I T I V E NS E C T O R U L S E R V I C I I L O R

Noul cadm economic global se caracterizeaz,n conceptia specialitilor, printr-o intensificare acontextului schimburilor comerciale ntre Jri ciregiuni. Libertatea pie^ei constituie o condijiefavorizant n dezvoltarea tranzac^iilor cu servicii.

2 GENERAL ISSUES ON SERVICESNowadays we use more and more frequentlyeven ordinarily in specialized areas, the notions oservice or tertiary economies (usually in order toexpress the stage of developm ent).Grnroos Christian (2001) considers that thereare still misconceptions about the importance oservices and their impact on development andcompetitiveness. According to the same specialistthese misunderstandings result from, , the neglecof services "hidden" in primary and secondarysectors because the services are seen as sector o

the economy and not as perspective and a way tocreate comp etitive advantages. Being far fi-ombeing clarified, the boundaries between servicesand the other two sectors can not be convincingthis situation is exacerbated by the implications ofthe services in activities and in employment.On the international level, the service

economies, are already a reality of the present, thetertiary industries having, on an average, over V2 othe occupied population and in forming theintemational gross domestic product. Within theEuropean Union we can also find a great share ofboth the population involved in services(approximately 68% in 2010) (Eurostat, 2010) andthe contribution that the tertiary industries have tothe gross domestic product of the community(approximately 76% in 2010) (Eurostat, 2010)Consequently, the evolution of economies towardsstmctures which are based on the preponderance ofservice activities in the utilization of work and inobtaining the assembly results is obvious. InRomania, the same year, 43% of the entirepopulation involved in the national economybelonged to the tertiary industries, and theycontributed w ith 56% to the GDP (INSSE, 201 1).3 C O M P E T I T I V E F E A T U R E S I N T H ET E R T I A R Y I N D U S T R I E S

The new global economic environmentrepresents, in the specialists and practitioners'view, an intensification of the context ofcommercial exchanges between countries. Themarket freedom is a favourable condition indeveloping the service exchanges. But, these

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nsa, aceste schimburi presupun o competitivitate aserviciilor oferite de prestatorii intra^i in circuitulintemajional al comerjului invizibil.3.1 Principalele abordri

Competitivitetea a fost dezbtut pe larg inliteratura econmica ci, cu att mai mult odat cuprocsele de globalizare ci formare a pie^elor uniceregionale. Dezvoltarea ci amplificarea schimbudlordintre {d reprezint o cerinj indispensabil aprogresului economic ci social (Patdche, 1998,p. 158). Astfel, m ediul global devine tot mai mult a dade dovedire ci valodficare, de ctre fiecare tara, apropdei competitivitji (Wignaraja, 2003, p.56).Competitivitetea este data de capaciteteaproduselor/serviciilor unei economii nationale de a seconfiiinta, n condi^ii de concuren^ loial, cu ofertealtor td. Angajarea cu succs ntr-un procsconcurenjial reprezint o cale de a deveni competitiv.Com petitivitetea unei economii nationale nu p oate fianalizat dect n context intemajional. Competi-tivitetea intema^ional a serviciilor se formeaz ncondijiile actale ale: liberalizdi, cooperdi extemeci intrrii intr-un c ircuit intemajional.Pentm valodficarea avantej elor econom ice ciobjinerea competitivit^ii este necesar identificareafactodlor care contdbuie decisiv sau doarinfluen^eaz crearea acesteia. Factorii careinfluenteaz competitivitetea serviciilor sunt (CUSA,1987, p.384): (1) stm ctura ci caractedsticile pie^ei; (2)resursele um ane; (3) resurse umane de conducere; (4)resurse (inputs); (5) infi-astmctura logistic necesar;(6) condi^iile pentm crearea ci transmiterea inavo tiilorci tehnologiei; (7) factorii de mediu cu influenaasupra condi^iilor economice ci de afaced; (8)politicile guvemamentele ci interacjiunile cu sectoml

pdvat; (9) relajiile comerciale intemajionale.3.2 Indici de competitivitate - aspecte

terfiare la nivel interna tional i nRomania

Indicatorii competitivit^ii vizeaz coordonatediferite aie economiilor nationale, fiind determinafiatt pentm intregul acesteia, ct ci pentm diferitesectoare economice.

- 7 5 -exchanges suppose a competitiveness of theservices "produced" by a country included in theintemational circuit of the invisible transactions.3.1 The main approaches

Competitiveness has been widely discussed ineconomic literature, especially with the formationprocesses of globalization and regional singlemarket. Development and growth of trade betweencountries is an indispensable requirement ofeconomic and social progress (Patriche, 1998,p. 158). Thus, the global environment becomesmore and more the area for proof and recovery byeach country's own competitiveness (Wignaraja,2003, p.56). Competitiveness is the ability ofproducts / services of a national economy to beconfi-onted, in fair competition conditions, withother countries offer. Successfully engaging in acompetitive process is a way to becomecompetitive. Competitiveness of national economycan be analyzed only in an intemational context.Intemational competitiveness of services is formedin the present conditions: liberalization, foreigncooperation and entering into intemational circuit.In order to capitelize economic advantegesand achieve competitiveness, it is necessary toidentify factors that decisively contribute or simplyinfluence their creation. Factors influencing thecompetitiveness of services are (CUSA, 1987,p.384): (1) industry and market stmcture; (2)labour force; (3) managerial work force; (4) inputs;(5) supporting infrastmcture; (6) the environmentfor innovation and technology diffusion; (7)business and economic conditions; (8) govemmentpolicies and interactions with the private sector; (9)intemational trade relations.

3.2 Indexes of competitiveness -internationally and Rom anian tertiaryissues

The competitiveness indicators areconsidering different characteristics of nationaleconomies and are determined both its whole andfor different economic sectors.

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3.2.1 Indicele Com petitivittii Globalen cadrul Forumului Economie Mondial(World Economie Forum, WEF), s-a propuscalcularea un indice pentru a determinacompetitivitatea diferitelor state la nivelintemational. Ulterior analizrii principalelorelemente ce trebuie avute n vedere, s-a stabilit caindicator de evaluare a competitivittii IndiceleCompetitivitfii Globale (GCI). Pana n prezent, aufost publcate diferite rapoarte ale competitivittiila nivel intemational. n cadrul acestora suntprezentate rezultatele studierii principalelor aspecteale competitivittii economiilor diferitelor state,acestea find clasificate i prezentate comparativ(Tabelul I.).

3.2.1 Global Com petitiveness IndexThe World Economic Forum (WEFsuggested that a competitiveness index should becalculated to determine the competitiveness ovarious countries worldwide. Later analysis of themain elements that should be considered wasestablished as an indicator to assess thecompetitiveness of the Global CompetitivenessIndex (GC I). So far, have been published reports ofintemational competitiveness. In those reports arethe results to study the main aspects of thecompetitiveness of different countries, which areclassified and presented compared (Table 1.).

Tabelul 1. Indicele

Country ^^"^^ . . ^^Elvetia/SwitzerlandSUA/USASingapore/SingaporeSuedia/SwedenDanemarca/DenmarkFinlanda/FinlandGermania/GermanyJaponia/JapanCanada/CanadaOlanda/NetherlandsMarea Britanie/United K ingdomNorvegia/NorwayFranta/FranceAustria/AustriaBelgia/BelgiumLuxemburg/LuxembourgQatar/ QatarIrlanda/IrelandIslanda/Iceland

competitivitti globale (GCI*) / Table 1. The Global Competitiveness Index - GCI*2009/2010 2011/2012!?.12345678910131416171821222526

IS5,605,595,555,515,465,435,375,375,335,325,195,175,135,135,094,964,954,844,80

15238469127101618191523142930

1915,745,435,635,615,405,475,415,405,335,415,395,185,145,145,205,035,244,774,75

Country "'^^^^^^China/ChinaRep. Ceh/ Czech Rep.Spania/SpainCipru/CyprusEstonia/EstoniaSlovenia/SloveniaPortugalia/PortugalPolonia/PolandSlovacia/SlovakRepublikItalia/ItalyUngaria/HungaryFed. Rusa/ Russian Fed.Romania/RomaniaLetonia/LatviaGrecia/GreeceBulgaria/BulgariaCiad/ChadBurundi/BurundiAngola/Angola

2009/2010 2011/2012m29313334353743464748586364687176131133

-

IS4,744,674,594,574,564,554,404,334,314,314,224,154,114,064,044,022,872,58

-

26383647335745416943486677649074142140139

4,904,524,544,364,624,304.404,464,194,434,364,214,084,243,924,162,8752,952,96

*poate lua valori ntre 1 competitivitate nula i* Range between 1 - null competitiveness and 7-Sursa/Source: (WEF, 201 2)7-competitivitate n eel mai mare grad ; P - pozitie n clasam ent;highest competitiveness; P - position in the rankings;

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Indicele Competitivittii Globale ofer oimagine integratoare a principalilor factori careintervin n formarea competitivittii nationale.Aceti factori esentiali (piloni ai competitivittii) nflinctie de care se determina GCI sunt gmpati ntrei categorii astfel: (1) cerinte de baza (institutiile,infrastmctura, macroeconomia, serviciile desntate ci nvtmnt), (2) factori de cretere aeficientei (educatie superioar ci formarearesurselor umane, eficient pietelor, receptivitatefat de noile tehnologii) ci (3) factori ai inovatiei(calitatea mediului de afaceri ci inovarea) (WEF,2012). Spre exemplu, pentm Romania valorile(sub-indicii) competitivittii, n perioada 2009-2012, care au dus la determinarea GCI au fosturmtoarele (Tabelul 2.):

- 7 7 -The Global Competitiveness Index offers acomprehensive perspective of the main factors thatinterfere in shaping national competitiveness.

These critical factors (competitiveness pillars)which determine the GCI are grouped into threecategories, as follows: (1) basic requirements(institutions, infrastmctures, macro-economy,health and education services), (2) efficiencyincrease factors (higher education and humanresources development, market efficiency,acceptance of new technologies), and (3)innovation factors (quality of business environmentand innovation) (WEF, 2012). For example, forRomania values (sub-indices) competitivenessleading to GCI determination, 2009-2012, were asfollows (Table 2.):

Tabelul 2. Factorii competitivittii n Romania (pe baza crora s-a calcult Global Competitiveness Index (GCI)/Table 2. Competitive factors in Romania (on their basis has been calculated Global Competitiveness Index (GCI)Factori/Factors

(1] Cerinte de baza / Basic requirements1234

InstitutiileInfrastructuraStabilitatemacroeconomicServiciile de sntate cinvatamnt

InstitutionsInfrastructureMacroeconomicenvironmentHealth and primaryeducation

(2] Factori de cretere a eficien{ei/Efficiency enhance rs56789

10

Educatie superioar $iformarea resurselor umaneEncienta piejelorbunurilor ci serviciilorReceptivitate la noiletehnologiiEficient piejei munciiPiata financiaraDimensiunea pietelor

Higher education and trainingGoods market efficiencyTechnological readinessLabor market efficiencyFinancial marketdevelopmentMarket size(3) Factori ai inova^iei /Innovation and sophistication factors

1112

Calitatea mediului deafaceriInovarea

Business sophisticationInnovation

Pozitie/Position*2011-20128999958766625596609284449910295

2009-20108684110756349526158795641758370

Scor/Score**2011-20124,283,493,374,525,724,094,423,963,764,103,914,393,223,482,91

2009-20104,103,702,704,65,54,34,34,23,84,34,44,53,43,83,1201 1-20 12: dintr- un total de 139 de tri; 2009-2 010: dintr- un total de 133 de tri; **1 - competitivitate7-competitivitate n cel mai mare grad / * 2011-2012: from a overall of 139 countries; * 2009-2010:overall of 133 countries; **Range between 1 - null competitiveness and 7- highest competitivenessSursa/Source: (WEF , 2012)

nula ...from a

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n cadrul Fommului Economie Mondial seacord o atentie particular ci serviciilor publicedatorit considerrii competitivittii acestora caesential n cadrul societtilor. Pentm determinareacompetitivittii serviciilor publice se evalueaz cincicriterii esentiale (WEF, 2012): respectarea drepturilorde proprietate, etica actiunilor guvemamentale cicombaterea coruptiei, independenta sistemului juridicci sprijinirea acestuia de ctre stat n lupta mpotrivapracticilor interventiilor discretionare (aa-numitul"trafic de infiuent"), ineficienta statului refiectat nadministrarea deficitar a resurselor (risipireaacestora, utilizarea necorespunztoare etc.) ciabilitatea de a asigura un mediu favorabil activittiloreconomice, caracterizat printr-un nivel adecvat alsigurantei publice.3.2.2 Indicele competitivittii n UniuneaEuropen

Fonimul Economie Mondial determina, anual,un indice care exprima progresul ndepliniriicompetitivittii propuse prin Strategia Lisabona(Tabel 3.). Determinarea acestui indice alcompetitivittii, avnd n vedere criterii europene,este realizat ci pentm alte state ci regiuni din afaraUniunii Europene, state europene sau extra-europene precum SUA, Japonia, n scopulrealizrii comparatiilor ct ci n fumizarea non-europenilor a unui instmment util evaluriicompetitivittii, criteriile utilizate fiind generalvalabile. n functie de rezultatele obtinute (scomriaie competitivittii) sunt realizate clasamente cepermit evaluarea de ctre fiecare tara a proprieisituatii competitive la un moment dat.

Pentm analiza competitivittii, n cadrulStrategiei Lisabona, sunt evaluate opt aspecte(dimensiuni) distincte considerate esentiale (att ncadml U niunii Europene ct ci la nivel global). Cele 8dimensiuni aie competitivittii, incluse n cadmlStrategiei Lisabona, sunt urmtoarele (WEF, 2008):(1) crearea societfii informafionale pentru tofi\ (2)crearea u nui spafiu european favorabil inovrii,cercetrii f/ dezvoltrii; (3) liberalizarea; (4)irifrastructura telecomunicaiilor, utilitafilor publicei transporturilor; (5) crearea unui sector eficient alserviciilor financiare; (6) mbuntfirea mediului deafaceri; (7) imbimtfirea incluziunii sociale; (8)Dezvoltare durabil. Prezentarea celor optdimensiuni aie evalurii competitivittii n cadml

In the World Economie Forum a particularattention is given to public services due to theircompetitiveness as a key consideration forhuman societies. To determine thecompetitiveness of public services are taken intoaccount five key criteria (WEF, 2012): propertyrights, ethics and govemment actions againstcorruption, independence of judiciary and itssupport by the State against discretionaryintervention practices (so-called "traffic ofinfluence"), the inefficiency of state reflected inmismanagement of resources (their waste,misuse, etc..) and ability to provide a conduciveeconomic environment, characterized by anadequate level of public safety.3.2.2. Com petitiveness Index in the EuropeanUnion

The World Economic Fomm determines anannual competitiveness index that expressesprogress performance proposed by the Lisbonstrategy (Table 3.). The determination of thecompetitiveness, taking into consideration theEuropean criteria, is done for other countries andregions outside the European Union, European ornon-European countries such as USA, Japan toensure the feasibility of comparisons and non-Europeans in providing a useful tool forcompetitiveness assessment criteria used aregenerally valid. Dep ending on the results (scores ofcompetitiveness), are made rankings by allowingeach country to assess their competitive situationsat a time.

In order to analyze competitiveness, withinthe Lisbon Strategy there are evaluated eightaspects (dimensions) distinct considered essential(both within the European Union and globally).The 8 dimensions of competitiveness, included inthe Lisbon Strategy are (WEF, 2008): (1) Buildingthe information society for all; (2) Creating aEuropean fi-amework conducive to innovation,research and development; (3) Liberalization; (4)Telecomm unications infrastructure, public utilitiesand transport; (5) Creating an efficient financialservices sector; (6) Improving the businessenvironment; (7 ) Enhancing social inclusion; (8)Sustainable Development. The presentation of theeight dimensions of competitiveness evaluation in

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Uniunii Europene ci chiar n afara acesteia relevaimplicaiile putemice ale serviciilor asupra lor.- 7 9 -

the European Union and even beyond show strongimplications on services.Tabelul 3. Indicele competitivitajii* valut n functie de criteriile Strategiei Lisabona (The Lisbon Review) /Tabel 3. UE Com petitiveness Index*

Nr.en./No.123456789101112131415

far/Cauntry

Suedia/SwedenFinlanda/FinlandDanemarca/DenmarkOlanda/NetherlandsLiaemburg/ LuxembourgGermania/GermanyA u s tria/A us triaFranfd/FranceMarea Britanie/United KingdomBelgia/BelgiumIrlanda/IrelandEstonia/EstoniaCipru/CyprusSlovenia/SloveniaRep. Ceh/Czech Rep.

P.123456789101112131415

m ms.

5,835,725,615,515,435,395,395,225,155,155,004,964,834,794,71

P.132476589101112131516

His.5,715,645,645,445,225,345,34

^ , 1 25,125,115,035,024,684,584,53

Nr.crt./No.161718192021222324252627

JarCountryPortugalia/PortugalMatta/MaltaSpania/SpainSlovacia/Slovak Rep.Lituania/LithuaniaUngaria/HungaryLetonia/LatviaGrecia/GreecePolonia/PolandItalia/ItalyRomania/RomaniaBulgaria/Bulgaria

p.161718192021222324252627

Media UE27/EU27 AverageSUA/USAAsia de Est**/East Asia

Ws.4,704,584,534,454,394,284,214,184,074,033,963,774,815,275,28

mp.141817201922212326242527---

mis.

4,614,434,524,344,394,184,254,103,764,053,843,684,735,445,26*poate lua valori ntre 1 - competitivitate nula i 7-competitivitate n cel mai mare grad; * *media statelor: Japonia,Hong K ong, Rep.Coreea, Taiwan i Singapore; S - score; P - pozitie n clasament UE 2 7; Sursa: (The LisbonReview, 2010) / * can range between 1 - null competitiveness and 7- highest competitiveness; ** country average:

Japan, Hong K ong, Rep.Coreea, T aiwan and Singap ore; S - Score; P - position in the UE27 ratikings; Source: (TheLisbon Review, 2010)In ceea ce privete valorile competitivit^ii, pediferite criterii de evaluare, specifice Romniei nanu 2010 (Tabel 4.), se constata o evolu^iepozitiv, indicele de competitivitate crescnd de la3,84 n anul 2008 la 3,96 n anul 2010. Deasemenea s-au nregistrat creteri ale valorilor sub-indicilor n toate domeniile evaluate: societateainforma^ional, inovare i cercetare-dezvoltare,liberalizare, infi-astmctur, servicii financiare,mediul de afaceri, incluziune social ci dezvoltaredurabil. Daca n anu 2008 singuml sub-indicecare depaea valoarea 4 era cel corespunztorcriteriului servicii financiare", anul 2010 aducedevansarea acestui prag (valoarea 4) ci pentm altedimensiuni ale competitivit^ii, precum:liberalizare, infrastructura, servicii financiare,mediul de afaceri i dezvoltare durabil (Parfene,2011 ,p . l40) .

In terms of competitiveness values ondifferent evaluation criteria specific to Romania in2010 (Table 4.), there has been a positivedevelopment, competitiveness index growing from3.84 in 2008 to 3.96 in 2010. Also, there have beenincreases in sub-indices in all areas assessed:information society, innovation and research anddevelopment, liberalization, infrastmcture,financial services, business, social inclusion andsustainable development. If in 2008 the only sub-index exceeded a value of 4 was the appropriatecriterion "financial services", year 2010 bringsAdvancing of this threshold (value 4) and for otherdimensions of competitiveness, such asliberalization, infrastmcture, financial services,business and sustainable development (Parfene,2011 ,p . l40) .

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Tabelul 4. Componentele indicelui competitivittii dtermint n functie de critedile Strategiei Lisabona, 2010/Table 4. Competitiveness index components determined by the Lisbon criteria, 2010

Indice2010

Sub-indici(O 03 o

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BIBLIOGRAFIE/REFERENCESBobirc, A., 2005, Economia serviciilor internationale.Ed. Econm ica, BucuretiCristureanu, C , 2004, Economia invizibilului.Tranzactiile internationale cu servicii, Ed. Ail Beck,BucuretiCruceru R. M., Ciobanu L, 2008, Analiza multi-criterial a unor alternative de promova re aturismul romnese n spatiul european. Revista deManagement i Inginerie Econmica, Vol. Il Nr . l ,Cluj Napoca, pp.27-34Ghibutiu, A., 2000, Serviciile j / ' dezvoltarea. De laprejudecati la noi orizonturi, Ed. Expert, BucuretiGrnroos, C , 2001 Service Management and M arketing.A Customer Relationship Management Approach,Wiley, EnglandJohnson, M. D., Gustafsson, A., 2003, Competing in aService Economy: How to Create a CompetitiveAdvantage Through Service Development andInnovation, University of Michigan BusinessSchool, USA

Parfene M. D. (coord.), 2011, Studiu privinspecializarea si competitivitatea in sectoruserviciilor, Editura Alma M ater, SibiuPatriche, D., 1998, Tratat de economia comertului, EdEficient, BucuretiWignaraja, G., 2003, Competitiveness Strategy iDeveloping C ountries. A m anual for policy analysisRoutledge, London*** Congress of United States (1987), InternationaCompetition in Services: Banking, BuildingSoftware, Know-How** World Economic Forum (2006-2010) The LisboReview 2006, 2008, 2010*** World Economic Forum (2012), The GlobaCom petitiveness . Reporthttp://www3.wefomm.org/docs/WEF GCR CompeitivenessIndexRanking 2011 -12.pd f accesat l30.05.2012

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