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Quality management and customer results: the tourist accommodation sector in Spain

Quality management and customer results: the tourist accommodation sector in Spain <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to examine the relationship between the critical factors of quality and customer results and also investigate the structure of relationships between the critical factors of quality, in the context of the tourist accommodation sector in Spain.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>A theoretical model is proposed together with the hypotheses to be tested and the data obtained in 186 tourist accommodation businesses certified under the “Q for Tourism Quality” are analyzed, with the technique of structural equations models.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>The results show that the antecedents of customer results are continuous improvement and quality policy/planning.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>The practical implications of this paper focus on providing managers of enterprises of tourist accommodation with variables on which to perform in order to improve customer satisfaction; their leadership and commitment to quality are fundamental in the process of implementing the quality management system, which helps ensure that the company provides a quality service that influences customer satisfaction.</jats:p> </jats:sec> http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality & Reliability Management CrossRef

Quality management and customer results: the tourist accommodation sector in Spain

International Journal of Quality & Reliability Management , Volume 34 (5): 701-719 – May 2, 2017

Quality management and customer results: the tourist accommodation sector in Spain


Abstract

<jats:sec>
<jats:title content-type="abstract-subheading">Purpose</jats:title>
<jats:p>The purpose of this paper is to examine the relationship between the critical factors of quality and customer results and also investigate the structure of relationships between the critical factors of quality, in the context of the tourist accommodation sector in Spain.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title>
<jats:p>A theoretical model is proposed together with the hypotheses to be tested and the data obtained in 186 tourist accommodation businesses certified under the “Q for Tourism Quality” are analyzed, with the technique of structural equations models.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Findings</jats:title>
<jats:p>The results show that the antecedents of customer results are continuous improvement and quality policy/planning.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Originality/value</jats:title>
<jats:p>The practical implications of this paper focus on providing managers of enterprises of tourist accommodation with variables on which to perform in order to improve customer satisfaction; their leadership and commitment to quality are fundamental in the process of implementing the quality management system, which helps ensure that the company provides a quality service that influences customer satisfaction.</jats:p>
</jats:sec>

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/lp/crossref/quality-management-and-customer-results-the-tourist-accommodation-omdersOIJZ
Publisher
CrossRef
ISSN
0265-671X
DOI
10.1108/ijqrm-05-2015-0084
Publisher site
See Article on Publisher Site

Abstract

<jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to examine the relationship between the critical factors of quality and customer results and also investigate the structure of relationships between the critical factors of quality, in the context of the tourist accommodation sector in Spain.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>A theoretical model is proposed together with the hypotheses to be tested and the data obtained in 186 tourist accommodation businesses certified under the “Q for Tourism Quality” are analyzed, with the technique of structural equations models.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>The results show that the antecedents of customer results are continuous improvement and quality policy/planning.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>The practical implications of this paper focus on providing managers of enterprises of tourist accommodation with variables on which to perform in order to improve customer satisfaction; their leadership and commitment to quality are fundamental in the process of implementing the quality management system, which helps ensure that the company provides a quality service that influences customer satisfaction.</jats:p> </jats:sec>

Journal

International Journal of Quality & Reliability ManagementCrossRef

Published: May 2, 2017

References