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Industrial heritage has a great importance in development of tourism of Tuzla Canton because this is a region which had well developed industry in the past. Major part of this industry has been destroyed and now can be used for touristic purposes Besides this function, industrial plants can be used for development of culture, education, etc., and we already have such positive examples in wealthier European countries. The aim of the survey was to examine the opinion of tourist agencies, which are providers of tourist services, on further development of tourism in the region of Tuzla Canton, with special emphasis on industrial tourism, because tourist agencies are one of the key factors in creation of tourism development. Methods used for data collecting, processing and analysis are: historical, descriptive, comparative, case study, survey (SPSS version 20). Elements that need improving and further development are highlighted. The research results can help the tourist destination management, in this case TC, but also all segments of the tourism industry of TC, improve their offer and communication with a potential tourism market.

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The paper examines the concept and measurement of quality of service in the hotel sector. The results of research survey that relate to the expectations and perceptions of consumers about the quality of services in the spa hotels are represented here. The survey was conducted in five Serbian spas (West Morava region) in August and September 2008. A model for measuring the quality of services is developed based on the SERVQUAL model. Statistical methods used here are descriptive statistical analysis and analysis of variance ANOVA, which is used for analyzing whether there is a statistically significant link between the dependent variables (questions in the domain of expectations and perceptions) and the independent variables (age structure of respondents). The results may be important to the providers of hotel services and contribute to the advancement of business through the adjustment of the product to the needs of the guest