Análisis de las relaciones de dependencia entre los factores críticos de la calidad y los resultadossector de alojamiento turístico en España

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

ISSN: 1135-2523

Year of publication: 2013

Volume: 19

Issue: 2

Pages: 74-89

Type: Article

DOI: 10.1016/J.IEDEE.2012.08.001 DIALNET GOOGLE SCHOLAR lock_openDialnet editor

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

Abstract

La revisión bibliográfica previa a la realización de este trabajo de investigación nos ha permitido constatar que, en el ámbito de la gestión de la calidad, son necesarios trabajos de investigación empírica que analicen la estructura de las relaciones entre los factores críticos de la calidad y los resultados. En este contexto, hemos realizado un estudio empírico en 186 empresas de alojamiento turístico certificadas con la marca «Q de Calidad Turística» en España, en el que se analiza la estructura de las relaciones entre los factores críticos de la calidad y los resultados de calidad. Se propone un modelo basado en la teoría junto con las hipótesis a contrastar, y se valida con la técnica de modelos de ecuaciones estructurales. Los resultados obtenidos muestran que las empresas que desean mejorar los resultados de la calidad deben tener en cuenta que los factores críticos que más influyen son la política y la planificación de la calidad junto con el liderazgo. Este último factor está directa y positivamente relacionado con las alianzas y los recursos, la política/planificación de la calidad, la gestión de los empleados y el aprendizaje.

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