Does quality management improve performance or vice versa? Evidence from the hotel industry

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Title: Does quality management improve performance or vice versa? Evidence from the hotel industry
Authors: Tarí, Juan José | Pereira-Moliner, Jorge | Pertusa-Ortega, Eva | López-Gamero, María D. | Molina-Azorín, José F.
Research Group/s: Estrategia Competitiva, Diseño Organizativo, Gestión de la Calidad y Gestión Medioambiental
Center, Department or Service: Universidad de Alicante. Departamento de Organización de Empresas
Keywords: Quality management | Performance | Cluster analysis | Selection effect | Hotel industry
Knowledge Area: Organización de Empresas
Issue Date: Mar-2017
Publisher: Springer Berlin Heidelberg
Citation: Service Business. 2017, 11(1): 23-43. doi:10.1007/s11628-015-0298-6
Abstract: This paper has several aims: (a) to identify an empirical taxonomy of quality management (QM), (b) to assess whether more advanced QM hotels achieve better performance levels and (c) to analyse whether hotels with better performance levels have more advanced QM levels. This paper contributes to identify a taxonomy of QM in hotels showing the association between a particular level of QM and different performance dimensions. In addition, the paper sheds light on the possible selection effect in the hotel industry. The study finds that hotels with higher QM levels have better hotel guest satisfaction and employee satisfaction, efficiency and better business performance. It also shows that hotels with better performance levels develop QM to a greater extent. Accordingly, QM level is one factor among others that explain better performance levels in hotels. Also, good performance can facilitate the implementation of QM practices.
Sponsor: This work has been carried out as part of the research project ECO2009-12231 funded by the Science and Innovation Ministry (Plan Nacional de I+D+i).
ISSN: 1862-8516 (Print) | 1862-8508 (Online)
DOI: 10.1007/s11628-015-0298-6
Language: eng
Type: info:eu-repo/semantics/article
Rights: © Springer-Verlag Berlin Heidelberg 2015. The final publication is available at Springer via
Peer Review: si
Publisher version:
Appears in Collections:INV - EDOCMA - Artículos de Revistas

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