Author:
Claver Enrique,José Tarí Juan,Pereira Jorge
Abstract
PurposeThe aim of the paper is to study the reasons for the adoption and certification of quality systems and the subsequent impacts on performance.Design/methodology/approachThe methodology selected is a study based on the perceptions of two hotel managers in Spain.FindingsOn the one hand, the results show that the most important reasons to adopt and certify quality systems are internal and, on the other hand, that although positive effects on performance can be identified, the impact on financial performance is low.Originality/valueThe value of this paper lies in that it provides the perceptions of hotel managers for others who wish to know the reasons leading to the implementation and certification of a quality system and the subsequent impacts on performance.
Subject
Tourism, Leisure and Hospitality Management
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