Skip to main content

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)

PDF (Internal and external drivers for quality certification) Publisher pdf
Language: English

Restricted to Repository staff only
Contact us about this Publication
[img]
Official URL
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

analyse whether internal or external drivers for seeking certification have different

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

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: Faculties > Social Sciences > Kent Business School > Business process/operations
Depositing User: Gavin Dick
Date Deposited: 17 Oct 2013 15:15 UTC
Last Modified: 29 May 2019 11:07 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/35516 (The current URI for this page, for reference purposes)
  • Depositors only (login required):

Downloads

Downloads per month over past year