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Análisis De Las Relaciones De Dependencia Entre Los Factores Críticos De La Calidad Y Los Resultados. Sector De Alojamiento Turístico En España / Analysis Of Dependency Relationships Between The Critical Factors Of The Quality And Performance. Tourist Accommodation Sector In Spain

Listed author(s):
  • Álvarez García, José


    (Universidad de Vigo (España))

  • Vila Alonso, Mercedes


    (Universidad de Vigo (España))

  • Fraiz Brea, José Antonio


    (Universidad de Vigo (España))

  • del Río Rama, María de la Cruz


    (Universidad de Vigo (España))

Registered author(s):

    La revisión bibliográfica previa a la realización de este trabajo de investigación nos ha permitido constatar que, en el ámbito de la gestión de la calidad, son necesarios trabajos de investigación empírica que analicen la estructura de las relaciones entre los factores críticos de la calidad y los resultados. En este contexto, hemos realizado un estudio empírico en 186 empresas de alojamiento turístico certificadas con la marca «Q de Calidad Turística» en Espa˜na, en el que se analiza la estructura de las relaciones entre los factores críticos de la calidad y los resultados de calidad. Se propone un modelo basado en la teoría junto con las hipótesis a contrastar, y se valida con la técnica de modelos de ecuaciones estructurales. Los resultados obtenidos muestran que las empresas que desean mejorar los resultados de la calidad deben tener en cuenta que los factores críticos que más influyen son la política y la planificación de la calidad junto con el liderazgo. Este último factor está directa y positivamente relacionado con las alianzas y los recursos, la política/planificación de la calidad, la gestión de los empleados y el aprendizaje. / The literature review previous to the realization of this research has allowed us to observe that in the field of management of quality is necessary empirical research to analyze the structure of relations among the critical factors of quality and results. In this context, we conducted an empirical study in 186 tourist accommodation businesses certified under the “Q for Tourism Quality” in Spain, which analyzes the structure of relations among the critical factors of quality and quality results. A model based on the theory together with the hypotheses to be tested, and validated using the technique of structural equation models. The results show that companies that want to improve the quality results should be noted that the critical factors that most influence are the policy/quality planning along with leadership. The latter factor is directly and positively related to partnerships and resources, the policy/quality planning, employee management and learning.

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    Article provided by Academia Europea de Dirección y Economía de la Empresa (AEDEM) in its journal Investigaciones Europeas de Dirección y Economía de la Empresa.

    Volume (Year): 19 (2013)
    Issue (Month): 2 ()
    Pages: 74-89

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    Handle: RePEc:idi:jiedee:v:19:y:2013:i:2:p:74-89
    Contact details of provider: Postal:
    Investigaciones Europeas de Dirección y Economía de la Empresa, Facultad de Ciencias Económicas y Empresariales, Universidad de Vigo, Lagoas - Marcosende s/n, E-36310, Vigo, Pontevedra, España

    Phone: (+34) 986812473
    Fax: (+34) 986812401
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