Benefits Received By The Spanish Tourist Accommodation Sector In The Implementation Of Quality Management System
The intense competition between the tourism industries has led companies to integrate into their management and quality differentiation strategies, improving the quality of service which generates positive, measurable results. This article presents the results of the empirical study conducted in 186 tourist accommodation businesses nationally certified under the “Q for tourist Quality”, established with the aim of analyzing the impact / benefits received by the tourism industry arising from the implementation and certification of its Quality Management System. After the theoretical review, the methodology consists of a descriptive analysis of the benefits perceived by the hotels, as well as an analysis of T-Student and ANOVA in order to identify whether their differences depending on the perceived benefits certain variables that define the characteristics of tourist accommodation businesses. As well as conducting a factor analysis in order to determine the structure of these benefits in this sector. The results indicate that the main perceived benefits are clearly defined processes and responsibilities, improving customer satisfaction and increased quality awareness of employees. The structure of benefits in this sector is made up of three groups: internal benefits, external benefits-customers, external-financial benefits. This work is part of a wider investigation carried out with the aim of developing a practical framework to guide companies in the tourism sector to implement and improve its quality system as a source of competitive advantage.
Volume (Year): 21 (2012)
Issue (Month): 2 ()
|Contact details of provider:|| Postal: Avda Xoan XXIII S/N, 15704 Santiago de Compostela|
Web page: http://www.usc.es/econo/RGE/benvidag.htm
More information through EDIRC
When requesting a correction, please mention this item's handle: RePEc:sdo:regaec:v:21:y:2012:i:2_3. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Ana Iglesias Casal)
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.