Certificación en calidad, resultados empresariales y estructura organizativa en el sector hotelero español

  1. Pertusa Ortega, Eva M.
  2. Tarí, Juan José
  3. Pereira Moliner, Jorge
  4. Molina Azorín, José F.
  5. López Gamero, María D.
Revista:
Intangible Capital

ISSN: 1697-9818

Año de publicación: 2013

Volumen: 9

Número: 1

Páginas: 199-224

Tipo: Artículo

DOI: 10.3926/IC.400 DIALNET GOOGLE SCHOLAR lock_openAcceso abierto editor

Otras publicaciones en: Intangible Capital

Objetivos de desarrollo sostenible

Resumen

Purpose: Quality certification helps companies to improve efficiency and performance. The aim of this study is to analyze the differences between certified and non-certified hotels regarding the implementation of quality management practices, the performance and the competitive advantage, and the changes in organizational structure. Design/methodology/approach: The paper classifies the hotels in two groups: quality certified and non-certified hotels. It then examines the differences between both groups. Findings: The findings show that certified hotels develop quality management practices in a higher extent, achieve better performance levels and a differentiation competitive advantage, and have higher levels of formalization and interdepartmental coordination. Originality/value: The contribution of the paper is to analyze if quality certification adds value for the hotel industry.

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