Internal and external drivers for quality certification in the service industry: Do they have different impacts on success?
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Título: | Internal and external drivers for quality certification in the service industry: Do they have different impacts on success? |
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Autor/es: | Tarí, Juan José | Heras-Saizarbitoria, Iñaki | Dick, Gavin |
Grupo/s de investigación o GITE: | Estrategia Competitiva, Diseño Organizativo, Gestión de la Calidad y Gestión Medioambiental |
Centro, Departamento o Servicio: | Universidad de Alicante. Departamento de Organización de Empresas |
Palabras clave: | Quality certification | Hotel industry | Internal benefits | External benefits | Quality tools | Spain |
Área/s de conocimiento: | Organización de Empresas |
Fecha de publicación: | jun-2014 |
Editor: | Springer Berlin Heidelberg |
Cita bibliográfica: | Service Business. 2014, 8(2): 337-354. doi:10.1007/s11628-013-0198-6 |
Resumen: | This paper presents the results of a study of hotels that are certified for quality management to identify the reasons for seeking quality certification. The authors analyse whether internal or external drivers for seeking certification have different impacts on benefits and the use of quality tools in the hotel industry. The analysis groups hotels according to the importance of their internal reasons for certification, and uses cluster analysis to identify the significant differences between groups of hotels. The findings for the 32 hotels analysed show that hotels that pursued certification for internal reasons develop better quality tools and have increased levels of benefits. |
URI: | http://hdl.handle.net/10045/48286 |
ISSN: | 1862-8516 (Print) | 1862-8508 (Online) |
DOI: | 10.1007/s11628-013-0198-6 |
Idioma: | eng |
Tipo: | info:eu-repo/semantics/article |
Derechos: | © Springer-Verlag Berlin Heidelberg 2013. The final publication is available at Springer via http://dx.doi.org/10.1007/s11628-013-0198-6 |
Revisión científica: | si |
Versión del editor: | http://dx.doi.org/10.1007/s11628-013-0198-6 |
Aparece en las colecciones: | INV - EDOCMA - Artículos de Revistas |
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Archivo | Descripción | Tamaño | Formato | |
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2014_Tari_etal_ServBus_final.pdf | Versión final (acceso restringido) | 236,02 kB | Adobe PDF | Abrir Solicitar una copia |
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