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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)

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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: 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)
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