The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies

María Alonso-Almeida (), Llorenç Bagur-Femenías () and Josep Llach ()

Service Business, 2015, vol. 9, issue 1, 57-75

Abstract: The main objective of this study is to examine the motivations for adopting quality practices and their impact on the performance of travel agencies. The results are based on 448 personal surveys that were administered by travel agency managers. Structural equation modelling was used to conclude that the adoption of quality practices significantly impacts the competitiveness and financial performance of travel agencies. Therefore, the results of this paper suggest that being proactive about quality issues can confer significant benefits to travel agencies. These benefits can make the difference between survival and failure in a highly competitive sector. Copyright Springer-Verlag Berlin Heidelberg 2015

Keywords: Quality management practices; Customer satisfaction; Small service businesses (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (6)

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DOI: 10.1007/s11628-013-0218-6

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