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

Ano de publicación: 2013

Volume: 9

Número: 1

Páxinas: 199-224

Tipo: Artigo

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

Outras publicacións en: Intangible Capital

Obxectivos de Desenvolvemento Sustentable

Resumo

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.

Referencias bibliográficas

  • ALONSO-ALMEIDA, M.M.; RODRÍGUEZ-ANTÓN, J.M.; RUBIO-ANDRADA, L. (2012). Reasons for implementing certified quality systems and impact on performance: an analyses of the hotel industry. The Service Industries Journal, 32: 919-936. http://dx.doi.org/10.1080/02642069.2010.545886
  • ÁLVAREZ-GARCÍA, J.; FRAIZ-BREA, J.A.; DEL RÍO-RAMA, M.C. (2012). AnÁlisis de las motivaciones para certificar la marca Q de calidad turística. Sector se alojamiento. Investigaciones Europeas de Dirección y Economía de la Empresa, 18(1): 101-121.
  • ARANA-SOLARES, I.A.; ALFALLA-LUQUE, R.; D. MACHUCA, J.A. (2012). AnÁlisis de las variables que proporcionan una competitividad sostenible de la cadena de suministro. Intangible Capital, 8(1): 92-122.
  • AVCIKURT, C.; ALTAY, H.; ILBAN, M.O. (2011). Critical success factors for small hotel businesses in Turkey: an exploratory study. Cornell Hospitality Quarterly, 52: 153-164. http://dx.doi.org/10.1177/1938965509341288
  • BEAL, R.M. (2000). Competing Effectively: Environmental Scanning, Competitive Strategy, and Organizational Performance in Small Manufacturing Firms. Journal of Small Business Management, 38(1): 27-47.
  • BIRDIR, K.; PEARSON, T.E. (1998). Hospitality certification: experiences in North America-international implications. International Journal of Contemporary Hospitality Management, 10: 116-21. http://dx.doi.org/10.1108/09596119810210369
  • BOIRAL, O. (2011). Managing with ISO systems: Lessons from practice. Long Range Planning, 44: 197-220. http://dx.doi.org/10.1016/j.lrp.2010.12.003
  • CALLAN, R.J. (1992). Quality control at Avant Hotels: the debut of BS 5750. The Service Industries Journal, 12: 17-33. http://dx.doi.org/10.1080/02642069200000002
  • CHOW-CHUA, C.; GOH, M.; WAN, T.B. (2003). Does ISO 9000 certification improve business performance?. International Journal of Quality & Reliability Management, 20: 936-953. http://dx.doi.org/10.1108/02656710310493643
  • CLAVER-CORTÉS, E.; PEREIRA-MOLINER, J.; TARÍ-GUILLÓ, J.J.; MOLINA-AZORÍN, J.F. (2006). La relación entre la gestión de la calidad y el rendimiento empresarial en el sector hotelero. Papers de Turisme, 40: 31-47.
  • CLAVER, E.; TARÍ, J.J. (2003). Levels of quality management in certified firms. Total Quality Management & Business Excellence, 14: 981-998. http://dx.doi.org/10.1080/1478336032000151439
  • CLEMMER, J. (1992). Charting the Journey to Higher Service/Quality, San Jose, CA: Zenger- Miller.
  • CURKOVIC, S.; MELNYK, S.; HANDFIELD, R.; CALANTONE, R. (2000). Investigating the linkage between total quality management and environmentally responsible manufacturing. IEEE Transactions on Engineering Management, 47: 444-464. http://dx.doi.org/10.1109/17.895340
  • DEL BRÍO, J.; JUNQUERA, B. (2004). Competitividad y situación medioambiental de los centros productivos certificados en España. Universia Business Review, 4: 64-77.
  • DEMING, W.E. (1989). Quality, Productivity and Competitive Position, Cambridge: MIT Center for Advanced Engineering.
  • DOUGLAS, T.J.; JUDGE, W.Q. Jr. (2001). Total quality management implementation and competitive advantage: the role of structural control and exploration. Academy of Management Journal, 44(1): 158-169. http://dx.doi.org/10.2307/3069343
  • GERMAIN, R.; SPEARS, N. (1999). Quality management and its relationship with organizational context and design. International Journal of Quality and Reliability Management, 16(4): 371-392. http://dx.doi.org/10.1108/02656719910266541
  • GOVINDARAJAN, V. (1988). A Contingency Approach to Strategy Implementation at the Business-Unit Level: Integrating Administrative Mechanisms with Strategy. Academy of Management Journal, 31(4): 828-853. http://dx.doi.org/10.2307/256341
  • GUSTAFSSON, A.; NILSSON, L.; JOHNSON, M.D. (2003). The role of quality practices in service organizations. International Journal of Service Industry Management, 14(2): 232-244. http://dx.doi.org/10.1108/09564230310474183
  • HAIR, J.F.; ANDERSON. R.E.; TATHAM, R.L.; BLACK, W.C. (1998). Multivariate data analysis, New Jersey: Prentice Hall.
  • HÄVERSJÖ, T. (2000). The financial effects of ISO 9000 registration for Danish companies. Managerial Auditing Journal, 15(1/2): 47-52. http://dx.doi.org/10.1108/02686900010304632
  • HERAS, I.; DICK, G.P.M.; CASADESUS, M. (2002). ISO 9000 registration's impact on sales and profitability: a longitudinal analysis of performance before and after accreditation. International Journal of Quality and Reliability Management, 19(6): 774-791. http://dx.doi.org/10.1108/02656710210429618
  • IET (Instituto de Estudios Turísticos) (2012). Trabajadores afiliados en alta laboral en las actividades características del turismo, según alta en la seguridad social. Diciembre de 2011. Datos definitivos. Disponible en: http://bit.ly/Ytq5ZL (Fecha último acceso: 14/02/2012).
  • INE (Instituto Nacional de Estadística) (2012). Cuenta satélite del turismo de España. Base 2008. Serie contable 2008-2010. Disponible en: http://bit.ly/10ZewqE (Fecha último acceso: 14/02/2012).
  • JABNOUN, N. (2005). Organizational structure for customer-oriented TQM: an empirical investigation. The TQM Magazine, 17(3): 226-236. http://dx.doi.org/10.1108/09544780510594199
  • JANSEN, J.J.P.; TEMPELAAR, M.P.; VAN DEN BOSCH, F.A.J.; VOLBERDA, H.W. (2009). Structural differentiation and ambidexterity: the mediating role of integration mechanisms. Organization Science, 20(4): 797-811. http://dx.doi.org/10.1287/orsc.1080.0415
  • JANSEN, J.J.P.; VAN DEN BOSCH, F.A.J.; VOLBERDA, H.W. (2006). Exploration innovation, exploitative innovation, and performance: effects of organizational antecedents and environmental moderators. Management Science, 52(11): 1661-1674. http://dx.doi.org/10.1287/mnsc.1060.0576
  • JURAN, J.M. (1988). On Planning for Quality, London: Collier Macmillan.
  • KAYNAK, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, 21(4): 405-435. http://dx.doi.org/10.1016/S0272-6963(03)00004-4
  • KIMES, S.E. (2001). How product quality drives profitability. Cornell Hotel and Restaurant Administration Quarterly, 42(3): 25-28. http://dx.doi.org/10.1016/S0010-8804(01)81021-1
  • LEE, J.; MILLER, D. (1996). Strategy, Environment and Performance in Two Technological Contexts: Contingency Theory in Korea. Organization Studies, 17(5): 729-750. http://dx.doi.org/10.1177/017084069601700502
  • LEE, P.K.C.; TO, W.M.; YU, B.T.W. (2009). The implementation and performance outcomes of ISO 9000 in service organizations: an empirical taxonomy. International Journal of Quality and Reliability Management, 26: 646-662. http://dx.doi.org/10.1108/02656710910975732
  • LO, C.K.Y.; YEUNG, A.C.L.; CHENG, T.C.E. (2011). Meta-standards, financial performance and senior executive compensation in China: an institutional perspective. International Journal of Production Economics, 129: 119-126. http://dx.doi.org/10.1016/j.ijpe.2010.09.011
  • MAK, B.L.M. (2011). ISO certification in the tour operator sector, International Journal of Contemporary Hospitality Management, 23, 115-130. http://dx.doi.org/10.1108/09596111111101706
  • MARÍN-VINUESA, L.M.; GIMENO-ZUERA, J. (2010). La certificación ISO 9000 en el sector industrial del mueble: evidencias sobre la cultura de calidad total y las ventajas que la caracterizan. Investigaciones Europeas de Dirección y Economía de la Empresa, 16(1): 77-101. http://dx.doi.org/10.1016/S1135-2523(12)60004-5
  • MARTÍNEZ-COSTA, M.; CHOI, T.Y.; MARÍNEZ, J.A.; MARTÍNEZ-LORENTE, A.R. (2009). ISO 9000/1994, ISO 9001/2000 and TQM: the performance debate revisited. Journal of Operations Management, 27: 495-511. http://dx.doi.org/10.1016/j.jom.2009.04.002
  • MENON, A.; JAWORSKI, B.J.; KOHLI, A.K. (1997). Product quality: impact of interdepartmental interactions. Journal of the Academy of Marketing Science, 25(3): 187-200. http://dx.doi.org/10.1177/0092070397253001
  • MILLER, D. (1988). Relating Porter's Business Strategies to Environment and Structure: Analysis and Performance Implications. Academy of Management Journal, 31(2): 280-308. http://dx.doi.org/10.2307/256549
  • MILLER, D.;.DRÖGE, C. (1986). Psychological and traditional determinants of structure. Administrative Science Quarterly, 31: 539-560. http://dx.doi.org/10.2307/2392963
  • MOKHTAR, M.Z.; MUDA, M.S. (2012). Comparative study on performance measure and attributes between ISO and non-ISO certification companies. International Journal of Business and Management, 7: 185-193. http://dx.doi.org/10.5539/ijbm.v7n3p185
  • MOLINA-AZORÍN, J.F.; CLAVER-CORTÉS, E.; PEREIRA-MOLINER, J.; TARÍ, J.J. (2009a). Gestión de la calidad y medioambiental y rendimiento empresarial: un anÁlisis de los hoteles españoles. Revista Europea de Dirección y Economía de la Empresa, 18(2): 63-78.
  • MOLINA-AZORÍN, J.F.; TARÍ, J.J.; CLAVER-CORTÉS, E.; LÓPEZ-GAMERO, M.D. (2009b). Quality management, environmental management and firm performance: a review of empirical studies and issues of integration. International Journal of Management Reviews, 11(2): 197-222. http://dx.doi.org/10.1111/j.1468-2370.2008.00238.x
  • NAVEH, E.; MARCUS, A. (2005). Achieving competitive advantage through implementing a replicable management standard: installing and using ISO 9000. Journal of Operations Management, 24(1): 1-26. http://dx.doi.org/10.1016/j.jom.2005.01.004
  • NICOLAU, J.L.; SELLERS, R. (2010). The quality of quality awards: disminishing information asymmetries in a hotel chain. Journal of Business Research, 63: 832-839. http://dx.doi.org/10.1016/j.jbusres.2009.06.009
  • NIELD, K.; KOZAK, M. (1999). Quality certification in the hospitality industry: analyzing the benefits of ISO 9000. Cornell Hotel and Restaurant Administration Quarterly, 40(2): 40-45. http://dx.doi.org/10.1177/001088049904000215
  • NUNNALLY, J.C. (1978). Psychometric Theory. New York: McGraw-Hill.
  • OLSON, E.M.; SLATER, S.F.; HULT, G.T.M. (2005). The Importance of Structure and Process to Strategy Implementation. Business Horizons, 48: 47-54. http://dx.doi.org/10.1016/j.bushor.2004.10.002
  • OMT (Organización Mundial del Turismo) (2011). Panorama OMT del turismo internacional. Edición 2011. Disponible en: http://mkt.unwto.org/sites/all/files/docpdf/unwtohighlights11sphr_2.pdf (Fecha último acceso: 14/02/2012).
  • POWELL, T.C. (1995). Total quality management as competitive advantage: a review and empirical study. Strategic Management Journal, 16: 15-37. http://dx.doi.org/10.1002/smj.4250160105
  • PRAJOGO, D.I. (2011). The roles of firms' motives in affecting the outcomes of ISO 9000 adoption. International Journal of Operations & Production Management, 31(1): 78-100. http://dx.doi.org/10.1108/01443571111098753
  • RAHMAN, S. (2001). A comparative study of TQM practice and organisational performance of SMEs with and without ISO 9000 certification. International Journal of Quality & Reliability Management, 18: 35-49. http://dx.doi.org/10.1108/02656710110364486
  • ROLdáN, J.L.; LEAL-RODRÍGUEZ, A.L.; LEAL, A.G. (2012). The influence of organisational culture on the Total Quality Management programme performance. Investigaciones Europeas de Dirección y Economía de la Empresa, 18(3): 183-189. http://dx.doi.org/10.1016/j.iedee.2012.05.005
  • RUBIO-ANDRADA, L.; ALONSO-ALMEIDA, M.M.; RODRÍGUEZ-ANTÓN, J. (2011). Motivations and impacts iin the firm and stakeholders of quality certification: evidence from small- and médium-sized service enterprises. Total Quality Management & Business Excellence, 22: 833-852. http://dx.doi.org/10.1080/14783363.2011.593858
  • SAMPAIO, P.; SARAIVA, P.; GUIMARAES-RODRIGUES, A. (2011). The economic impact of quality management systems in Portuguese certified companies: Empirical evidence. International Journal of Quality & Reliability Management, 28(9): 929-950. http://dx.doi.org/10.1108/02656711111172522
  • SANTOS, M.L.; ÁLVAREZ-GONZÁLEZ, L.I. (2007). Gestión de la calidad total de acuerdo con el modelo EFQM: evidencias sobre sus efectivos en el rendimiento empresarial. Universia Business Review, 13: 76-89.
  • SHEA, C.M.; HOWELL, J.M. (1998). Organizational antecedents to the successful implementation of total quality management: a social cognitive perspective. Journal of Quality Management, 3(1): 3-24. http://dx.doi.org/10.1016/S1084-8568(99)80101-1
  • SILA, I. (2007). Examining the effects of contextual factors on TQM and performance through the lens of organizational theories: an empirical study. Journal of Operations Management, 25(1): 83-109. http://dx.doi.org/10.1016/j.jom.2006.02.003
  • SINGELS, J.; RUÉL, G.; VAN DE WATER, H. (2001). ISO 9000 series certification and performance. International Journal of Quality and Reliability Management, 18: 62-75. http://dx.doi.org/10.1108/02656710110364477
  • TARÍ-GUILLÓ, J.J.; PEREIRA-MOLINER, J. (2012). Calidad y rentabilidad. AnÁlisis del certificado Q en las cadenas hoteleras. Universia Business Review, 34: 52-67.
  • TARÍ, J.J.; CLAVER, E.; PEREIRA, J.; MOLINA, J.F. (2010). Levels of quality and environmental management in the hotel industry: their joint influence on firm performance. International Journal of Hospitality Management, 29: 500-510. http://dx.doi.org/10.1016/j.ijhm.2009.10.029
  • TATA, J.; PRASAD, S. (1998). Cultural and structural constraints on TQM implementation. Total Quality Management, 9(8): 45-52. http://dx.doi.org/10.1080/0954412988172
  • TEXEIRA-QUIRÓS, J.; ALMAÇA, J.A.; FERNANDEZ-JUSTINO, M.R. (2010). How quality affects the bottom line?: a literature review. Intangible Capital, 6(2): 258-271. http://dx.doi.org/10.3926/ic.2010.v6n2.p258-271
  • TSEKOURAS, K., DIMARA, E.; SKURAS, D. (2002). Adoption of a quality assurance scheme and its effect on firm performance: a study of Greek firms implementing ISO 9000. Total Quality Management, 13: 827-41. http://dx.doi.org/10.1080/0954412022000010163
  • TURISMO 2020 (2012). Plan del Turismo Español 2020. Secretaría de Estado de Turismo. Disponible en: http://bit.ly/12PNtmI (Fecha último acceso: 14/02/2012).
  • WALKER, J.R.; SALAMEH, T.T. (1996). The Q.A. payoff. Cornell Hotel and Restaurant Administration Quarterly, 37: 57-59.
  • WANG, C-H.; CHEN, K-Y; CHEN, S-C. (2012). Total quality management, market orientation and hotel performance: The moderating effects of external environmental factors. International Journal of Hospitality Management, 31: 119-129. http://dx.doi.org/10.1016/j.ijhm.2011.03.013
  • WILKINS, H.; MERRILEES, B.; HERINGTON, C. (2007). Towards an understanding of total service quality hotels. International Journal of Hospitality Management, 26: 840-853. http://dx.doi.org/10.1016/j.ijhm.2006.07.006
  • WU, S-I.; CHEN, J-H. (2011). Comparison between manufacturing companies that are ISO certified and those that are not certified using performance measurement model. Total Quality Management and Business Excellence, 22: 869-890. http://dx.doi.org/10.1080/14783363.2011.593860
Fonte de datos: Dialnet