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Internal and external drivers for quality certification in the service industry: Do they have different impacts on success?

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  • Juan Tarí
  • Iñaki Heras-Saizarbitoria
  • Gavin Dick

Abstract

This paper presents the results of a study of hotels that are certified for quality management to identify the reasons for seeking quality certification. The authors analyse whether internal or external drivers for seeking certification have different impacts on benefits and the use of quality tools in the hotel industry. The analysis groups hotels according to the importance of their internal reasons for certification, and uses cluster analysis to identify the significant differences between groups of hotels. The findings for the 32 hotels analysed show that hotels that pursued certification for internal reasons develop better quality tools and have increased levels of benefits. Copyright Springer-Verlag Berlin Heidelberg 2014

Suggested Citation

  • Juan Tarí & Iñaki Heras-Saizarbitoria & Gavin Dick, 2014. "Internal and external drivers for quality certification in the service industry: Do they have different impacts on success?," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 337-354, June.
    • Handle: RePEc:spr:svcbiz:v:8:y:2014:i:2:p:337-354
    DOI: 10.1007/s11628-013-0198-6
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    References listed on IDEAS

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    Cited by:

    1. José Álvarez-García & María De la Cruz Del Río-Rama & María Del Mar Miras-Rodríguez, 2017. "How Do Quality Practices Affect the Results?: The Experience of Thalassotherapy Centres in Spain," Sustainability, MDPI, vol. 9(4), pages 1-19, April.
    2. Hernández-Perlines, Felipe, 2016. "Entrepreneurial orientation in hotel industry: Multi-group analysis of quality certification," Journal of Business Research, Elsevier, vol. 69(10), pages 4714-4724.
    3. Juan José Tarí & Jorge Pereira-Moliner & Eva M. Pertusa-Ortega & María D. López-Gamero & José F. Molina-Azorín, 2017. "Does quality management improve performance or vice versa? Evidence from the hotel industry," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 23-43, March.
    4. Alberto Díaz de Junguitu & Erlantz Allur, 2019. "The Adoption of Environmental Management Systems Based on ISO 14001, EMAS, and Alternative Models for SMEs: A Qualitative Empirical Study," Sustainability, MDPI, vol. 11(24), pages 1-17, December.
    5. Llorenç Bagur-Femenías & Jordi Perramon & Marc Oliveras-Villanueva, 2019. "Effects of Service Quality Policies in the Tourism Sector Performance: An Empirical Analysis of Spanish Hotels and Restaurants," Sustainability, MDPI, vol. 11(3), pages 1-13, February.
    6. Celso Lopes & João Leitão & Juan Rengifo-Gallego, 2022. "Place-Branded Foods with Responsible and Sustainable Management: A La Carte Serving in Regional Restaurants," Sustainability, MDPI, vol. 14(11), pages 1-28, May.
    7. M. Minsuk Shin & Eun Jeong Noh & Jiwon Lee, 2018. "Study abroad programs as a service convergence: an international marketing approach," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 253-275, June.

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