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Relação de dependência entre os fatores críticos de qualidade e impacto social

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  • Álvarez García, José
  • De la Cruz del Río Rama, María
  • Vila Alonso, Mercedes
  • Fraiz Brea, José Antonio

Abstract

This paper shows the results of the empirical study conducted in 186 tourist accommodation businesses in Spain certified under the “Q for Tourist Quality”, own System Quality Management. It was raised with the purpose of analyzing the structure of the relationship between critical quality factors and results-social impact, how they operate and the level of their influence on obtaining these results within the company. Starting from a deep theoretical revision we propose a theoretical model together with the hypotheses to be tested, and we proceed to validation using the technique of Structural Equation Models. The results obtained show that companies wishing to improve their social impact should take into account that leadership is the most important factor to achieve it. Leadership indirectly affects the social impact through its influence on alliances and resources, quality policy/planning, personnel management and learning.

Suggested Citation

  • Álvarez García, José & De la Cruz del Río Rama, María & Vila Alonso, Mercedes & Fraiz Brea, José Antonio, 2014. "Relação de dependência entre os fatores críticos de qualidade e impacto social," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 54(6), November.
    • Handle: RePEc:fgv:eaerae:v:54:y:2014:i:6:a:38697
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    References listed on IDEAS

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