Análisis de las motivaciones para certificar la marca ''Q de calidad turística''sector de alojamiento

  1. Álvarez García, José
  2. Fraiz Brea, José Antonio
  3. del Río Rama, María de la Cruz
Journal:
Investigaciones europeas de dirección y economía de la empresa

ISSN: 1135-2523

Year of publication: 2012

Volume: 18

Issue: 1

Pages: 101-121

Type: Article

DOI: 10.1016/S1135-2523(12)60063-X DIALNET GOOGLE SCHOLAR lock_openDialnet editor

More publications in: Investigaciones europeas de dirección y economía de la empresa

Sustainable development goals

Abstract

En este articulo se exponen los resultados del estudio empírico llevado a cabo en 186 empresas de alojamiento turístico a nivel nacional certificadas con la marca �Q de Calidad Turística�, planteado con el objetivo de analizar las motivaciones que llevan a las empresas del sector turístico a implementar y certificar Sistemas de Gestión de la Calidad. Realizada una exhaustiva revisión teórica, la metodología empleada consiste en un análisis descriptivo y factorial con la finalidad de determinar la importancia y estructura de dichas motivaciones. Así como, agrupamos las empresas con el objetivo de analizar dichos grupos lo que nos permitirá establecer el perfil de los mismos mediante un análisis clúster. Los resultados obtenidos ponen de manifiesto que las motivaciones más importantes que impulsan a las empresas de alojamiento a implantar un sistema de Gestión de la Calidad son motivaciones internas, detectándose en este estudio diferencias con los hallazgos en otras investigaciones académicas realizadas en empresas industriales. La estructura de las motivaciones en este sector está configurada por tres grupos; razones externas de mercado, razones externas de exigencias, y razones internas.

€ View funding

Funding information

El ámbito de estudio son las empresas del sector turístico que posean la certificación “Q de Calidad Turística” las cuáles aparecen recogidas y clasificadas en la página web del ICTE (Instituto para la Calidad Turística Española-www.icte.es), justificada dicha decisión por el hecho de que las mismas tienen implantado un Sistema de Calidad4, sistema propio del Sector Turístico en España.

Funders

Bibliographic References

  • ABRAHAM M., FISHER T., CRAWFORD J. " Quality culture and the management of organisation change" . International Journal of Quality & Reliability Management 1997, 14(6):616-636.
  • ADANUR S., ALLEN B. " First results on the effects of ISO 9000 in the US textile industry" . Benchmarking for Quality Management & Technology 1995, 2(3):41-52.
  • ALBACETE C.A., FUENTES M.M., LLORéNS F.J. " Service quality measurement in rural accommodation" . Annals of Tourism Research 2007, 34(1).
  • ANDERSON S.W., DALY J.D., JOHNSON M.F. " Why firms seek ISO 9000 certification: regulatory compliance or competitive advantage?" . Production And Operations Management 1999, 8(1):28-43.
  • ARTHUR ANDERSEN " Los conceptos básicos de la calidad, colección" . La calidad en España 1995, Vol. 1. Cinco Días, Madrid.
  • BEATTIE K.R., SOHAL A.S. " Implementing ISO 9000: a study of its benefits among Australian organizations" . Total Quality Management 1999, 10(1):95-106.
  • BECKER S.W. " TQM does work: ten reasons why misguided attempts fail" . Management Review 1993, (May):32-33.
  • BELTRáN MORALES L.F., GARCíA-RODRíGUEZ F., BORGES CONTRERAS J., SáNCHEZ-MOTA G., ORTEGA RUBIO A. " Environmental and Socioeconomic Multivariate Analysis of the Primary Economic Sector of Mexico" . Sustainable Development 2003, 11(2):77-83.
  • BOULTER L., BENDELL T. " How can ISO 9000:2000 help companies achieve excellence?: What the companies think" . Measuring Business Excellence 2002, 6(2):37-41.
  • BRIGGS S., SUTHERLAND J., DRUMMOND S. " Are hotels serving quality? Anexploratory study of service quality in the Scottish hotel sector" . Tourism Management 2007, 28(4):1006-1019.
  • BROWN A., VAN DER WIELE T. " Industry experience with ISO 9000" . Asia Pacific Journal of Quality Management 1995, Vol. 4. MCB University Press, Bradford, Reino Unido, No. 2.
  • BROWN A., VAN DER WIELE T., LOUGHTON K. " Smaller enterprises experiences with ISO 9000" . International Journal of Quality and Reliability Management 1998, 15(3):273-285.
  • BRYDE D., SLOCOCK B. " Quality management systems certification: a survey" . International Journal of Quality & Reliability Management 1998, 15(5):467-480.
  • BUTTLE F. " ISO 9000: marketing motivations and benefits" . International Journal of Quality and Reliability Management 1997, 14(9):936-947.
  • CAMISóN C., CRUZ S., GONZáLEZ T. Gestión de la calidad: conceptos, enfoques y sistemas 2007, Pearson Prentice Hall. Madrid, Madrid.
  • CAMISóN C., YEPES V. " Normas ISO-9000 y la gestión de calidad total en la empresa turistica" . Primer Congreso de Calidad de la Comunidad Valenciana 1994, 583-620. Libro de ponencias, mayo.
  • CARLSSON M., CARLSSON D. " Experiences of implementing ISO 9000 in Swedish industry" . International Journal of Quality and Reliability Management 1996, 13(7):36-47.
  • CASADESUS M., HERAS I. " El Boom de la calidad en las empresas españolas" . Universia Business Review 2005, 7(tercer trimestre):90-101.
  • CASADESúS, M; CASTRO, R Y GIMéNEZ, G. (1999): " Consecuencias de la implantacion de la normativa ISO 9000 en Cataluña y Belgica. Estudio empírico" , XIII Congreso Nacional de la Asociación Europea de Dirección y Economía de la Empresa (AEDEM). Logroño (ESP).
  • CASADESúS M., GIMéNEZ G., HERAS I. " Benefits of ISO 9000 implementation in Spanish industry" . European Business Review 2001, 13(6):327-336.
  • CASADESúS, M.; GIMéNEZ, G. Y MARTí, R. (1998): " La normativa de aseguramiento de la calidad ISO 9000 en Cataluña: expectativas y efectos. Estudio empírico" , Proceedings of the VIII National Congress of ACEDE, September, Las Palmas de Gran Canaria.
  • CASADESúS, M.; GIMéNEZ, G. Y MARTí, R. (1999): " Tipología de empresas certificadas según la normativa ISO 9000. Análisis de los resultados de un estudio empírico" , Proceedings of the IX National Congress of IX National Congress of ACEDE, September, Burgos.
  • CASADESúS M., MARIMON F., ALONSO M. " The future of standardised quality management in tourism: evidence from the Spanish tourist sector" . The Service Industries Journal 2010, 30(14):2457-2474.
  • CRUZ ROS S. " Motivos y objetivos de la implantacion de la gestión de la caldad de empresas españolas de servicios: un análisis comparativo entre enfoques" . Dirección y Organización 2007, 33(marzo):33-73.
  • ESCANCIANO C. " La empresa española y su opinión sobre el ISO 9000" . Economía Industrial 2001, (341):151-159.
  • ESCANCIANO C., FERNáNDEZ E., VáZQUEZ C. " ISO 9000 certification and quality management in Spain: Results of a national survey" . The TQM Magazine 2001, 13(3):192-200.
  • FERGUSON, M.C.; SáNCHEZ, A. Y SIERRA, C. (1999): " Análisis de los sistemas de gestión de la calidad según la normativa ISO 9000 en las empresas de la provincia de Cádiz" , Proceedings of the IX National Congress of ACEDE, September, Burgos.
  • GAO " Report to the House of Representatives on Management Practices" . US Companies Improve Performance Through Quality Efforts 1991, United States General Accounting Office, Washington, DC.
  • GIGUERE M., SMITH P.E. " ISO 9000: service companies can benefit" . Ivy Business Journal 1999, 63:13-16.
  • GHOBADIAN A., GALLEAR D.N. " Total quality management in SMEs" . Omega. The International Journal of Management Science 1996, 24(1):83-106.
  • GO F.M., GOVERS R. " Integrated quality management for tourist destinations: a European perspective on achieving competitiveness" . Tourism Management 2000, 21(1):79-88.
  • GOH P.L., RIDGWAY K. " The implementation of total quality management in small and medium-sized manufacturing companies" . The TQM Magazine 1994, 6(2):54-60.
  • GOTZMANI K.D., TSIOTRAS G.D. " The true motivations behind ISO 9000 certification: Their effect on the overall certification benefits and long term contribution towards TQM" . International Journal of Quality 2002, 19(2):151-169.
  • GRAEFE A.R., VASKE J.J. " A framework for managing quality in the tourist experience" . Annals of Tour-ism Research 1987, 14(3):390-404.
  • GUILHON A., MARTíN J., WEILL M. " Quality Approaches in Small or Medium-Sized Enterprises: Methodology and Survey Results" . Total Quality Management 1998, 9(8):689-701.
  • GUNNLAUGSDóTTIR J. " The quality must be on record: a survey of organizations having an ISO 9000 certification in Iceland" . Records Management Journal 2002, 12(2):40-47.
  • GUSTAFSSON R., KLEFSJö B., BERGGREN E., WELLEMETS U.G. " Experiences from implementing ISO 9000 in small enterprises - a study of Swedish organizations" . The TQM Magazine 2001, 13(4):232-246.
  • HAIR J., ANDERSON R., TATHAMAN R., BLACK W. Análisis Multivariante 1999, Prentice Hall, Madrid. 5a edicción.
  • HARDJONO T.W., TEN HAVE S., TEN HAVE W.D. " The European Way to Excellence. How 35 European manufacturing, public and service organisations make use of quality management" . Directorate-General III Industry 1997, European Commission, Bruselas.
  • HARRINGTON D., AKEHURST G. " An empirical study of service quality implementation" . The Service Industries Journal 2000, 20(2):133-156.
  • HERAS I., ARANA G., CASADESúS M. " A delphi study on motivation for ISO 9000 and EFQM" . International Journal of Quality and Reliability Management 2006, 23(7):807-827.
  • HUARNG F., HORNG C., CHEN C. " A study of ISO 9000 process, motivation and performance" . Total Quality Management 1999, 10(7):1009-1025.
  • IDRIS M.A., MCEWAN W., BELAVENDRAM N. " The adoption of ISO 9000 and total quality management in Malaysia" . The TQM Magazine 1996, 8(5):65-68.
  • JONES R., ARNDT G., KUSTIN R. " ISO 9000 amongst Australian companies: impact of time and reasons for seeking certification on perceptions of benefits received" . International Journal of Quality and Reliability Management 1997, 14(7):650-660.
  • KARAPETROVIC S., WILLBORN W. " Audit and self-assessment in quality management: comparison and compatibility" . Managerial Auditing Journal 2001, 16(6):366-377.
  • KARTHA C.P. " ISO 9000:2000 quality management systems standards: TQM focus in the new revision" . The Journal of American Academy of Business 2002, September:1-6.
  • KAYNAK H. " The relationship between total quality management practices and their effects on firm performance" . Journal of Operations Management 2003, 21(4):405-435.
  • KANJI G.K. " An innovative approach to make ISO 9000 standards more effective" . Total Quality Management 1998, 9(1):67-78.
  • KIE K.S., PALMER E. " An empirical examination of ISO 9000-registered firms in New Zealand" . Total Quality Management 1999, 10:887-899.
  • KRASACHOL L., WILLEY P.T., TANNOCK J.D.T. " The progress of quality in Tahiland" . The TQM Magazine 1998, 10(1):40-44.
  • LAFUENTE A., SALAS V., PéREZ R. " Tipos de empresario y empresa. El caso de las nuevas empresas españolas" . Economia Industrial 1985, noviembre-diciembre:139-151. Madrid.
  • LAMPRECHT J.L. ISO 9000 en la Pequeña y Mediana Empresa 1996, AENOR, Madrid.
  • LAWLER E.E., BOWEN D.E. " The empowerment of service workers: what, why, how and when" . Sloan Management Review 1992, 33(3):31-39.
  • LEE T.Y. " The development of ISO 9000 certification and the future of quality management. A survey of cer tified firms in Hong Kong" . International Journal of Quality and Reliability Management 1998, 15(2):162-177.
  • LEUNG H.K.N., CHAN K.C.C., LEE T.Y. " Costs and benefits of ISO 9000 series: a practical study" . International Journal of Quality and Reliability Management 1999, 16(7):675-691.
  • LIPOVATZ D., STENOS F., VAKA A. " Implementation of ISO 9000 quality systems in Greek enterprises" . International Journal of Quality & Reliability Management 1999, 16(6):534-551.
  • LLOPIS J., TARí J.J. " The importance of internal aspects in quality improvement" . International Journal of Quality 2003, 20(3):304-324.
  • MAGD H., CURRY A. " An empirical analysis of management attitudes towards ISO 9001:2000 in Egypt" . The TQM Magazine 2003, 15(6):381-390.
  • MARTíNEZ-LORENTE, A.R. Y MARTíNEZ-COSTA, M. (2002): " Análisis de los posibles efectos de la ISO 9000 en las empresas industriales" , Congreso nacional de ACEDE 2004, Salamanca.
  • MARTíNEZ, C.; BALBASTRE, F.; ESCRIBá, M.A.; GONZáLEZ, T. Y PARDO, M. (1999): " Análisis de la implantación de un sistema de aseguramiento de calidad en base a normas ISO 9000" , Proceedings of the IX National Congress of ACEDE, September, Burgos.
  • MARTíNEZ FUENTES C., BALBASTRE F., ESCRIBà M.A., GONZáLEZ CRUZ T., PARDO DEL VAL M. " Analysis of the implementation of ISO 9000 quality assurance systems" . Work Study 2000, 49(6):229-241.
  • MCADAM R., MCKEOWN M. " Life after ISO 9000: An analysis of the impact of ISO 9000 and total quality management on small businesses in Northern Ireland" . Total Quality Management 1999, 10(2):229-241.
  • MORENO-LUZóN M.D. " Training and the implementation of quality programs by a sample of small and medium-sized firms in Spain" . International Journal of Quality & Reliability Management 1993, 10(3):6-19.
  • MORENO-LUZóN M.D., PERIS F.J., GONZáLEZ T. " Quality management in small anda medium-sized companies anda strategic management" . The Handbood of TQM 1997, Pace University, Nueva York. C.N. Madu (Ed.).
  • NAJMI M., KEHOE D.F. " The role of performance measurement systems in promoting quality development beyond ISO 9000" . International Journal of Operations & Production Management 2001, 21(1-2):159-172.
  • NEUMAYER E., PERKINS R. " Uneven geographies of organizational practice: explaining the crossnational transfer and adoption of ISO 9000" . Economic Geography 2005, 81(3):237-259.
  • NOTTINGHAM TRENT UNIVERSITY " UK companies register for efficiency" . Quality Digest 1998, 29(6):43-48.
  • PAN J. " A comparative study on motivation for and experience with ISO 9000 and ISO 14000 certification among Far Eastern countries" . Industrial Management & Data Systems 2003, 103(8/9):564-578.
  • POWELL T.C. " Total quality management as competitive advantage: A review and empirical study" . Strategic Management Journal 1995, 16(1):15-37.
  • PRAJOBO D.I. " The comparative analysis of TQM practices and quality performance between manufacturing and services firms" . International Journal of Service Industry Management 2005, 16(3):217-228.
  • QUAZI H.A., PADIBJO S.R. " A journey toward total quality management through ISO 9000 certification - a study on small- and medium-sized enterprises in Singapore" . International Journal of Quality & Reliability Management 1998, 15(5):489-508.
  • RAGOTHAMAN S., KORTE L. " The ISO 9000 international quality registration: an empirical analysis of implications for business firms" . International Journal of Applied Quality Management 1999, 2(1):59-73.
  • RAYNER P., PORTER L.J. " BS 5759/ISO 9000 - the experience of small and medium sized firms" . International Journal of Quality & Reliability Management 1991, 8(6):16-28.
  • REED R., LEMAK D.J., MONTGOMERY J.C. " Beyond process: TQM content and firm performance" . Academy of Management Review 1996, 21(1):173-202.
  • REICHEL A., LOWENGART O., MILMAN A. " Rural tourism in Israel: service quality and orientation" . Tourism Management 2000, 21:451-459.
  • REINER G. " Analysis of critical factors of company success based on the EFQM excellence model" . Proceedings of the 7th World Congress for Total Quality Management, Verona (Italy) 2002, 2:361-366.
  • SALAHELDIN S.I. " The implementation of TQM strategy in Egypt: a field-force analysis" . The TQM Magazine 2003, 15(4):266-274.
  • SANTOMá, R. (2008): " Aspectos de gestión en la calidad de servicio. Aplicación del concept mapping al caso de las cadenas hoteleras en España" , Tesis doctoral, Universitat Ramon Llull. Institut Químic de Sarrià.
  • SELLES M.E., TRIGUEROS-PINA J.A. " Management and measurement of quality in ISO 9000 organisations: an empirical study in Spain" . Total Quality Management & Business Excellence 2008, 19:481-492.
  • SINGELS J., RUëL G., VAN DE WATER H. " ISO 9000 series certification and performance" . International Journal of Quality & Reliability Management 2001, 18(1):62-75.
  • SHARPLEY R., FORSTER G. " The implications of hotel employee attitudes for the development of quality tourism: the case of Cyprus" . Tourism management 2003, 24(6):687-697.
  • SHIH L., HUARNG F., LIN B. " ISO Taiwan: A survey" . Total Quality Management 1996, 7(6):681-690.
  • SITKIN S.B., SUTCLIFFE K.M., SCHOROEDER R.G. " Distinguishing control from learning in Total Quality Management: A contingence perspective" . Academy of Management Review 1994, 19(3):537-564.
  • STEPHENS K. " ISO 9000 and Total Quality" . Quality Management Journal 1994, Fall:57-71.
  • STEVENSON H.T., BARNES C.F. " What industrial marketers need to know about ISO 9000 certification: a review, update, and integration with marketing" . Industrial Marketing Management 2002, (31):695-703.
  • STUART S.S., TAX I. " Planning for Service Quality: Avoiding the High Cost of Service Failures" . International Journal of Service Industry Management 1996, 7(4):58-77.
  • SURESHCHANDAR G.S., RAJENDRAN C., ANANTHARAMAN R.N. " A conceptual model for total quality management in service organizations" . Total Quality Management 2001, 12(3):343-363.
  • TANG S.L., KAM C.W. " A survey of ISO 9001 implementation in engineering consultancies in Hong Kong" . International Journal of Quality & Reliability Management 1999, 16(6):562-574.
  • TARí J.J. Calidad Total: fuente de ventaja competitiva 2000, 1-302. Publicaciones Universidad de Alicante.
  • TAYLOR W.A. " Organizational differences in ISO 9000 implementation practices" . International Journal of Quality and Reliability Management 1995, 12(7):10-27.
  • TORRE G.P., ADENSO-DIAZ B., GONZALEZ A.B. " Empirical evidence about managerial issues of ISO certification" . The TQM Magazine 2001, 13(5):355-360.
  • TSAUR S., LIN Y. " Promoting service quality in tourist hotels: The role of HRM practices and service behavior" . Tourism Management 2004, 25(4):471-481.
  • VAN DER WIELE T., BROWN A. " ISO 9000 Series Experiences in Small and Medium-Sized Enterprises" . Total Quality Management 1997, 8(2/3):300-305.
  • VAN DER WIELE, T. Y BROWN, A. (1998): " ISO 9000: Boon or Bane for Small Business" . Working Paper.
  • VAN DER WIELE A., WILLIAMS A.R.T., DALE B.G., CARTER G., KOLB F., LUZóN D.M., SCHMIDT A., WALLACE M. " Self-assessment. A study of progress in Europe's leading organizations in quality management practices" . International Journal of Quality & Reliability Management 1996, 13(1):84-104.
  • VLOEBERGHS D., BELLENS J. " Implementing the ISO 9000 standards in Belgium" . Quality Progress 1996, 29(6):43-48.
  • WALL G. " Turismo y patrimonio. Necesidad de estudios comparados" . Estudios y Perspectivas en Turismo 1995, 4(4):340-350.
  • WATSON J.G., KORUKONDA A.R. " The TQM jungle: a dialectical analysis" . International Journal of Quality and Reliability Management 1995, 12(9):100-109.
  • WESTON F.C. " What do managers really think about registration process?" . Quality Progress 1995, 28(10):67-73.
  • WITHERS E., EBRAHIMPOUR M. " An examination of ISO 9000 registration practices of American, German and Japanese firms operating in the USA" . The International Journal of Quality and Reliability Management 1996, 13(8).
  • WITHERS E.B., EBRAHIMPOUR M. " Impacts of ISO 9000 registration on European firms: a case analysis" . Integrated Manufacturing Systems 2001, 12(2):139-151.
  • YAHYA S., GOH W.K. " The implementation of an ISO 9000 quality system" . International Journal of Quality & Reliability Management 2001, 18(9):941-966.
  • ZARAMDINI W. " An empirical study of the motives and benefits of ISO 9000 certification: The UAE experience" . International Journal of Quality & Reability Mangement 2007, 21(5):472-491.
Data source: Dialnet