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Effects of Service Quality Policies in the Tourism Sector Performance: An Empirical Analysis of Spanish Hotels and Restaurants

Author

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  • Llorenç Bagur-Femenías

    (Accounting and Finance Department, UPF Barcelona School of Management, 08008 Barcelona, Spain)

  • Jordi Perramon

    (Accounting and Finance Department, UPF Barcelona School of Management, 08008 Barcelona, Spain)

  • Marc Oliveras-Villanueva

    (Departament d’Organització, Gestió Empresarial i Disseny de Producte, Universitat de Girona, 17004 Girona, Spain)

Abstract

In the last few years, it has become essential, in order for companies to ensure their survival, to approach the customer and bet on quality. This is due to the importance of tourism in many economies and the increase in supply and demand. For this reason, there are numerous studies found in literature that evaluate the extent to which quality practices impact finances and competitiveness of tourism companies. Furthermore, the usual practice in many of these studies is to classify all types of tourism businesses in the same category, even though there seem to be significant a priori differences between them. The main objects of scrutiny in this study are restaurants and hospitality. The analysis of the aggregate results of two surveys carried out among executives in Spain that employed SEM methodology demonstrates that quality practices have influence, albeit indirectly, on a firm’s performance in a positive way. However, separate analysis of subsamples show disparities between hotels and restaurants. This paper illustrates that, although both subgroups operate in the same sector, they obtain different results from implementing quality policies. Therefore, the specific features and typology of the selected tourism company should be considered.

Suggested Citation

  • Llorenç Bagur-Femenías & Jordi Perramon & Marc Oliveras-Villanueva, 2019. "Effects of Service Quality Policies in the Tourism Sector Performance: An Empirical Analysis of Spanish Hotels and Restaurants," Sustainability, MDPI, vol. 11(3), pages 1-13, February.
  • Handle: RePEc:gam:jsusta:v:11:y:2019:i:3:p:872-:d:204206
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    References listed on IDEAS

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    Cited by:

    1. Marc Oliveras-Villanueva & Josep Llach & Jordi Perramon, 2020. "Service Quality in Hospitality and the Sustainability Effect: Systematic Literature Review and Future Research Agenda," Sustainability, MDPI, vol. 12(19), pages 1-16, October.
    2. Celso Lopes & João Leitão & Juan Rengifo-Gallego, 2022. "Place-Branded Foods with Responsible and Sustainable Management: A La Carte Serving in Regional Restaurants," Sustainability, MDPI, vol. 14(11), pages 1-28, May.
    3. Javier M. Moguerza & Clara Martín-Duque & Juan José Fernández-Muñoz, 2022. "The importance of service quality as an instrument for client customization: a methodological and practical approach within the hotel sector," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(3), pages 1631-1642, June.
    4. Chunliu Gao & Li Cheng & Javed Iqbal & Deqiang Cheng, 2019. "An Integrated Rural Development Mode Based on a Tourism-Oriented Approach: Exploring the Beautiful Village Project in China," Sustainability, MDPI, vol. 11(14), pages 1-17, July.
    5. Anh Chi Phan & Ha Thu Nguyen & Hao Anh Nguyen & Yoshiki Matsui, 2019. "Effect of Total Quality Management Practices and JIT Production Practices on Flexibility Performance: Empirical Evidence from International Manufacturing Plants," Sustainability, MDPI, vol. 11(11), pages 1-21, May.

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