Benefits of Implementing a Quality Management System in Spanish Thalassotherapy Centres

Marta Peris-Ortiz (), María Cruz del Río-Rama () and José Álvarez-García ()
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Marta Peris-Ortiz: Universitat Politècnica de València, Departamento de Organización de Empresas
María Cruz del Río-Rama: Facultad de Ciencias Empresariales y Turismo, Universidad de Vigo
José Álvarez-García: Universidad de Extremadura

Chapter Chapter 1 in Achieving Competitive Advantage through Quality Management, 2015, pp 1-16 from Springer

Abstract: Abstract According to 2011 records, there are 44 thalassotherapy centres in Spain. This chapter presents results from an empirical study of 31 of these centres. The objective of the study was to identify the benefits that thalassotherapy centres perceive they obtain from implementing a certified quality management system. Building on a comprehensive literature review, the empirical research method consisted of descriptive and factor analyses to identify benefits and determine their importance. Results reveal that the most important perceived benefits are a clear definition of processes and responsibilities within the organisation, quality services followed by improved productivity and better use of time and resources.

Keywords: Financial Performance; Customer Satisfaction; Business Performance; Quality Management System; Tourism Sector (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-17251-4_1

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DOI: 10.1007/978-3-319-17251-4_1

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