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The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies

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  • María Alonso-Almeida
  • Llorenç Bagur-Femenías
  • Josep Llach

Abstract

The main objective of this study is to examine the motivations for adopting quality practices and their impact on the performance of travel agencies. The results are based on 448 personal surveys that were administered by travel agency managers. Structural equation modelling was used to conclude that the adoption of quality practices significantly impacts the competitiveness and financial performance of travel agencies. Therefore, the results of this paper suggest that being proactive about quality issues can confer significant benefits to travel agencies. These benefits can make the difference between survival and failure in a highly competitive sector. Copyright Springer-Verlag Berlin Heidelberg 2015

Suggested Citation

  • María Alonso-Almeida & Llorenç Bagur-Femenías & Josep Llach, 2015. "The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 57-75, March.
    • Handle: RePEc:spr:svcbiz:v:9:y:2015:i:1:p:57-75
    DOI: 10.1007/s11628-013-0218-6
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    References listed on IDEAS

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    Cited by:

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    2. Singh, Vedant & Kumar, Akshay & Singh, Tej, 2018. "Impact of TQM on organisational performance: The case of Indian manufacturing and service industry," Operations Research Perspectives, Elsevier, vol. 5(C), pages 199-217.
    3. 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.
    4. Eneko Ibarnia & Lluís Garay & Antonio Guevara, 2020. "Corporate Social Responsibility (CSR) in the Travel Supply Chain: A Literature Review," Sustainability, MDPI, vol. 12(23), pages 1-21, December.
    5. Juan José Tarí & Jorge Pereira-Moliner & Eva M. Pertusa-Ortega & María D. López-Gamero & José F. Molina-Azorín, 2017. "Does quality management improve performance or vice versa? Evidence from the hotel industry," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 23-43, March.
    6. Wajeeha Aslam & Annas Hussain & Kashif Farhat & Imtiaz Arif, 2020. "Underlying Factors Influencing Consumers’ Trust and Loyalty in E-commerce," Business Perspectives and Research, , vol. 8(2), pages 186-204, July.

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