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Quality Management and Performance in the Hotel Industry: A Literature Review

In: Action-Based Quality Management

Author

Listed:
  • Juan José Tarí

    (University of Alicante)

  • José F. Molina-Azorín

    (University of Alicante)

  • Jorge Pereira-Moliner

    (University of Alicante)

  • María D. López-Gamero

    (University of Alicante)

  • Eva M. Pertusa-Ortega

    (University of Alicante)

Abstract

This paper presents a literature review of the quantitative empirical studies that have analyzed the relationship between quality management and performance in the hotel industry. It is based on a search of the databases ScienceDirect, ABI/Inform and Emerald, and it identifies the quality management and performance variables used, the analyses carried out and the main findings. The results show that, in general terms, quality management has positive effects on operational and financial performance, that quality certification leads to positive benefits for many hotels, that specific variables such as the number of stars or the size of hotel could be an influence on this relationship, and that other variables could also help us to understand better the relationship between quality management and performance, for example the motives for certification. Based on these results the paper offers implications for managers and future lines of research.

Suggested Citation

  • Juan José Tarí & José F. Molina-Azorín & Jorge Pereira-Moliner & María D. López-Gamero & Eva M. Pertusa-Ortega, 2014. "Quality Management and Performance in the Hotel Industry: A Literature Review," Springer Books, in: Marta Peris-Ortiz & José Álvarez-García (ed.), Action-Based Quality Management, edition 127, chapter 0, pages 1-12, Springer.
  • Handle: RePEc:spr:sprchp:978-3-319-06453-6_1
    DOI: 10.1007/978-3-319-06453-6_1
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    Cited by:

    1. Sener, Abdurrezzak & Barut, Mehmet & Oztekin, Asil & Avcilar, Mutlu Yuksel & Yildirim, Mehmet Bayram, 2019. "The role of information usage in a retail supply chain: A causal data mining and analytical modeling approach," Journal of Business Research, Elsevier, vol. 99(C), pages 87-104.

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