Benefits of Quality Certification in Hotels: The impact of motives and the usage of quality tools

Dick, Gavin P.M. and Heras‐Saizarbitoria, Iñaki and Tarí, Juan José (2013) Benefits of Quality Certification in Hotels: The impact of motives and the usage of quality tools. Kent Business School Working Paper Series, 272 . ISSN 1748-5795. (Full text available)

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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 analyze 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
Uncontrolled keywords: Keywords: quality certification; hotel industry, internal benefits; external benefits, quality tools; Spain.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculties > Social Sciences > Kent Business School > Business process/operations
Depositing User: Gavin Dick
Date Deposited: 11 Dec 2013 18:03 UTC
Last Modified: 17 Jan 2017 13:13 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/37514 (The current URI for this page, for reference purposes)
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