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Internal and external drivers for quality certification in the service industry: Do they have different impacts on success?

Tarí, Juan José, Heras?Saizarbitoria, Iñaki, Dick, Gavin P.M. (2013) Internal and external drivers for quality certification in the service industry: Do they have different impacts on success? Service Business, 8 (2). pp. 337-354. ISSN 1862-8516. E-ISSN 1862-8508. (doi:10.1007/s11628-013-0198-6) (Access to this publication is currently restricted. You may be able to access a copy if URLs are provided) (KAR id:35516)

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http://dx.doi.org/10.1007/s11628-013-0198-6

Abstract

This paper presents the results of a study of hotels that are certified for

quality management to identify the reasons for seeking quality certification. The authors

analyse whether internal or external drivers for seeking certification have different

impacts on benefits and the use of quality tools in the hotel industry. The analysis groups

hotels according to the importance of their internal reasons for certification, and uses

cluster analysis to identify the significant differences between groups of hotels. The

findings for the 32 hotels analysed show that hotels that pursued certification for internal

reasons develop better quality tools and have increased levels of benefits

Item Type: Article
DOI/Identification number: 10.1007/s11628-013-0198-6
Uncontrolled keywords: Quality certification ? Hotel industry ? Internal benefits ? External benefits ? Quality tools ? Spain
Subjects: H Social Sciences > HF Commerce > HF5351 Business
Divisions: Divisions > Kent Business School - Division > Kent Business School (do not use)
Depositing User: Gavin Dick
Date Deposited: 17 Oct 2013 15:15 UTC
Last Modified: 16 Nov 2021 10:12 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/35516 (The current URI for this page, for reference purposes)

University of Kent Author Information

Dick, Gavin P.M..

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