“Q for Tourism Quality” in the Spanish Tourism Tourist Accommodation Sector: Implementation and Results
José Álvarez-García (),
María Cruz del Río-Rama () and
Mercedes Vila-Alonso ()
Additional contact information
José Álvarez-García: Universidad de Extremadura
María Cruz del Río-Rama: Universidad de Vigo
Mercedes Vila-Alonso: University of Vigo
Chapter Chapter 5 in Achieving Competitive Advantage through Quality Management, 2015, pp 75-93 from Springer
Abstract:
Abstract This chapter sets forth results from an empirical study to investigate the degree of implementation of critical quality factors in Spanish tourist accommodation firms. An empirical study was conducted in 186 accommodation firms nationally certified with the “Q for Tourist Quality” standard. The aim of the study was to identify strengths and areas for improvement that will enable Spanish accommodation firms to move towards total quality management (TQM). First, descriptive statistics were calculated. Then, exploratory factor analysis was applied to validate two measurement scales: one scale to measure critical quality factors and one scale to measure performance. Results indicate that the degree of implementation of critical factors is greater than 80 %. The main finding is that employee management is the main area for improvement in these firms. Another key finding is that the way hotels manage critical factors can positively affect employees, society, key results, and customer satisfaction.
Keywords: Total Quality Management; Quality Management System; Tourism Sector; Employee Satisfaction; Employee Management (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations:
There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.
Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
HTML/Text
Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-17251-4_5
Ordering information: This item can be ordered from
http://www.springer.com/9783319172514
DOI: 10.1007/978-3-319-17251-4_5
Access Statistics for this chapter
More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().