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Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry

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  • María del Mar Alonso-Almeida
  • José Miguel Rodríguez-Antón
  • Luis Rubio-Andrada

Abstract

Certifying quality systems has become standard practice in a wide range of companies the world over. However, studies on these systems' underlying motivations and these motivations' effects on performance have focused primarily on industrial firms, leaving the service sector largely unexplored in this regard. In this article structural equation modelling is used to analyse the reasons that underlie certification and the effects of these motivations on performance parameters within the hotel industry. The findings in this study show certain significant differences from the academic findings for industrial companies. The conclusions may help managers of hotel companies to better incorporate quality as a strategic, proactive tool with which to confront changing or adverse economic circumstances.

Suggested Citation

  • María del Mar Alonso-Almeida & José Miguel Rodríguez-Antón & Luis Rubio-Andrada, 2010. "Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry," The Service Industries Journal, Taylor & Francis Journals, vol. 32(6), pages 919-936, November.
    • Handle: RePEc:taf:servic:v:32:y:2010:i:6:p:919-936
    DOI: 10.1080/02642069.2010.545886
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    References listed on IDEAS

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    1. Yoon, Mahn Hee & Suh, Jaebeom, 2003. "Organizational citizenship behaviors and service quality as external effectiveness of contact employees," Journal of Business Research, Elsevier, vol. 56(8), pages 597-611, August.
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