Beneficios percibidos polo sector de aloxamento turístico español da implantación dun sistema de xestión da calidade

  1. Álvarez García, José
  2. Fraiz Brea, José Antonio
  3. del Río Rama, María de la Cruz
Revista:
Revista galega de economía: Publicación Interdisciplinar da Facultade de Ciencias Económicas e Empresariais

ISSN: 1132-2799

Ano de publicación: 2012

Volume: 21

Número: 2

Páxinas: 61-84

Tipo: Artigo

DIALNET GOOGLE SCHOLAR lock_openDialnet editor

Outras publicacións en: Revista galega de economía: Publicación Interdisciplinar da Facultade de Ciencias Económicas e Empresariais

Resumo

A forte competitividade que existe entre as empresas do sector turístico levou a estas a integrar dentro da súa xestión estratexias de diferenciación e de calidade, mellorando a calidade dos servizos prestados, o que xera resultados positivos e medibles. Neste artigo expóñense os resultados do estudo empírico levado a cabo en 186 empresas de aloxamento turístico a nivel nacional certificadas coa marca "Q de Calidade Turística", e cuxo obxectivo era analizar o impacto e os beneficios percibidos polas empresas do sector turístico derivados da implantación e certificación do seu sistema de xestión da calidade. Unha vez feita a revisión teórica, realizouse unha análise descritiva dos beneficios percibidos polos establecementos hoteleiros, unha análise T de Student e ANOVA para determinar se existen diferenzas nos beneficios percibidos, dependendo de determinadas variables que definen as características dos establecementos de aloxamento turístico e, por último, unha análise factorial para determinar a estrutura deses beneficios. Os resultados obtidos indican que os principais beneficios percibidos son unha clara definición de procesos e responsabilidades, unha mellora na satisfacción do cliente e un incremento da conciencia de calidade dos empregados. A estrutura dos beneficios neste sector está configurada por tres grupos: beneficios internos, beneficios externos-clientes, e beneficios externos-financeiros. Este traballo enmárcase dentro dunha investigación máis ampla realizada co obxectivo de desenvolver un marco práctico que oriente as empresas do sector turístico para implantar e mellorar o seu sistema de calidade como fonte de vantaxe competitiva.

Referencias bibliográficas

  • Adanur, S.; Allen, B. (1995): "First Results on the Effects of ISO 9000 in the US Textile Industry, " Benchmarking for Quality Management & Technology, 2 (3), pp. 41-52.
  • Antony, J.; Antony, F.J.; Ghosh, S. (2004): "Evaluating Service Quality in a UK Hotel Chain: A Case Study, " International Journal of Contemporary Hospitality Management, 16 (6), pp. 380-384.
  • Arana, G.; Heras, I.; Ochoa, C.; Andonegi, J.M. (2004): "Incidencia de la gestión de la calidad en los resultados de las empresas: un estudio para el caso de las empresas vascas, " Revista de Dirección y Administración de Empresas, 11, (marzo), pp. 131-159.
  • Babbie, E. (1995): The Practice of Social Research. Beverly, MA: Wadsworth.
  • Becker, S.W. (1993): "TQM Does Work: Ten Reasons why Misguided Attempts Fail, " Management Review, (May), pp. 32-33.
  • Benner, M.J.; Veloso, F.M. (2008): "ISO 9000 Practices and Financial Performance: A Technology Coherence Perspective, " Journal of Operations Management, 26, pp. 611-629.
  • Bou Llusar, J.C.; Escrig Tena, A.B.; Roca Puig, V.; Beltrán Martín, I. (2005): "To what Extent do Enablers Explain Results in the EFQM Excellence Model? An Empiri-cal Study, " International Journal of Quality & Reliability Management, 22 (4), pp. 337-353.
  • Brecka, J. (1994): "Study Finds Gains with ISO 9000 Registration Increase Over Time, " Quality Progress, pp. 18-20.
  • Brown, A.;Van der Wiele, T. (1995): "Industry Experience with ISO 9000, " Asia Pacific Journal of Quality Management, 4 (2), pp. 8-17.
  • Brown, A.; Van der Wiele, T.; Loughton, K. (1998): "Smaller Enterprises Experiences with ISO 9000, " International Journal of Quality and Reliability Management, 15 (3), pp. 273-285.
  • Bulled, J.W. (1987): "BS 5750-Quality Management Systems and Assessment, " General Engineer, (November), pp. 271-280.
  • Buttle, F. (1997): "ISO 9000: Marketing Motivations and Benefits, " International Journal of Quality & Reliability Management, 14 (9), pp. 936-947.
  • Camisón, C. (1998): "Factores críticos de competitividad, enfoque estratégico y desem-peño: grupos estratégicos en la PYME industrial española, " Información Comercial Espa-ñola, 773, (septiembre), pp. 1-29.
  • Camisón, C.; Cruz, S.; González, T. (2007): Gestión de la calidad: conceptos, enfoques y sistemas. Madrid: Pearson/Prentice Hall.
  • Camisón, C.; Yepes, V. (1994): "Normas ISO-9000 y la gestión de calidad total en la empresa turística, " Libro de ponencias del Primer Congreso de Calidad de la Comunidad Valenciana, pp. 583-620. Valencia: Asociación Española para la Calidad/Club de la Calidad de la Comunidad Valenciana/Fundación Valenciana de la Calidad.
  • Carlsson, M.; Carlsson, D. (1996): "Experiences of Implementing ISO 9000 in Swedish Industry, " International Journal of Quality and Reliability Management, 13 (7), pp. 36-47.
  • Casadesús, M.; Giménez, G.; Heras, I. (2001): "Benefits of ISO 9000 Implementation in Spanish Industry, " European Business Review, 13 (6), pp. 327-336.
  • Casadesús, M.; Heras, I. (2001): "La norma ISO 9000: beneficios de su introducción en las empresas españolas. Un estudio empírico, " Revista Europea de Dirección y Economía de la Empresa, 10 (1), pp. 55-67.
  • Casadesus, M.; Heras, I. (2005): "El boom de la calidad en las empresas españolas, " Universia Business Review, 7, (3o trim.), pp. 90-101.
  • Casadesús, M.; Heras, I.; Arana, G. (2004): "Costes y beneficios de la implantación de la normativa de calidad ISO 9000. Evolución temporal, " Congreso Nacional de ACEDE, Murcia: Asociación Científica de Economía y Dirección de la Empresa (ACEDE).
  • Casadesús, M.; Karapetrovic, S. (2005): "An Empirical Study of the Benefits: A Temporal Study, " International Journal of Quality and Reliability Management, 16 (1), pp. 105-120.
  • Casadesús, M.; Marimón, F.; Alonso, M. (2010): "The Future of Standardised Quality Management in Tourism: Evidence from the Spanish Tourist Sector, " The Service Industries Journal, 30 (14), pp. 2457-2474.
  • Conti, T. (2007): "A History and Review of the European Quality Award Model, " The TQM Magazine, 19 (2), pp. 112-28.
  • Cronbach, L.J. (1951): "Coefficient Alpha and the Internal Structure of Tests, " Psy-chometrika,16, pp. 297-334.
  • Deming, W.E. (1982): Out of the Crisis. Auality, Productivity and Competitive Position. Cambridge: MIT. (Edición española: Calidad, productividad y competitividad. La salida de la crisis. Madrid: Díaz de Santos, 1989).
  • Dick, G.; Gallimore, K.; Brown, C.J. (2001): "ISO 9000 and Quality Emphasis: An Empirical Study of Front-Room Versus Back-Room Dominant Service Industries, " International Journal of Service Industry Management, 12 (2), pp. 114-136.
  • Dick, G.M.P.; Heras, I.; Casadesús, M. (2008): "Shedding Light on Causation between ISO 9001 and Improved Business Performance, " International Journal of Operations & Production Management, 28 (7), pp. 687-708.
  • Dissanayaka, S.M.; Kumaraswamy, M.M.; Karim, K.E.; Marosszeky, M. (2001): "Evaluating Outcomes from ISO 9000-Certified Quality Systems of Hong Kong Constructors, " Total Quality Management, 12 (1), pp. 29-40.
  • Escanciano, C.; Fernández, E.; Vázquez, C. (2001a): "ISO 9000 Certification and Qual-ity Management in Spain: Results of a National Survey, " The TQM Magazine, 13 (3), pp. 192-200.
  • Escanciano, C.; Fernández, E.; Vázquez, C. (2001b): "Influence of ISO 9000 Certifica-tion on the Progress of Spanish Industry Towards TQM, " International Journal of Quality & Reliability Management, 18 (5), pp. 481-494.
  • Ferguson, W. (1996): "Impact of ISO 9000 on Industrial Marketing, " Industrial Marke-ting Management, 25 (4), pp. 305-310.
  • Ghobadian, A.; Gallear, D.N. (1996): "Total Quality Management in SMEs, " Omega. The International Journal of Management Science, 24 (1), pp. 83-106.
  • Ghobadian, A.; Gallear, D.N. (2001): "TQM Implementation: An Empirical Examina-tion and Proposed Generic Model, " Omega. The International Journal of Management Sciencie, 29 (4), pp. 343-359.
  • Ghobadian, A.; Speller, S. (1994): "Gurus of Quality: A Framework for Comparison, " Total Quality Management, 5 (3), pp. 53-69.
  • Gotzamani, K.D.; Tsiotras, G.D. (2002): "The True Motivations Behind ISO 9000 Certification: Their Effect on the Overall Certification Benefits and Long Term Contribution Towards TQM, " International Journal of Quality, 19 (2), pp. 151-169.
  • Grande, I.; Abascal, E. (2000): Fundamentos y técnicas de investigación comercial. 5a ed. Madrid: ESIC.
  • Gustafsson, R.; Klefsjö, B.; Berggren E.; Wellemets, U.G. (2001): "Experiences from Implementing ISO 9000 in Small Enterprises-A Study of Swedish Organizations, " The TQM Magazine, 13 (4), pp. 232-246.
  • Hamilton, R. (1996): "Utilizing ISO 9002 and IIP to Maximize Quality and Profitability, " Training For Quality, 4 (6), pp. 18-19.
  • Hendricks, K.B.; Singhal, V.R. (1997): "Quality Awards and the Market Value of the Firm: An Empirical Investigation, " Management Science, 42 (3), pp. 415-436.
  • Heras, I.; Arana, G.; Casadesús, M. (2006): "The Impact of Quality Management in European Companies' Performance: The Case of the Spanish Companies, " European Business Review, 18 (2), pp. 114-131.
  • Heras, I.; Casadesus, M.; Dick, G. (2002): "ISO 9000 Certification and the Bottom Line: A Comparative Study of the Profitability of Basque Region Companies, " Managerial Auditing Journal, 17 (1-2), pp. 774-791.
  • Heras, I.; Casadesús, M.; Marimón, F. (2004): "Incidencia de la certificación ISO 9000 en el rendimiento económico empresarial, " Cuadernos de Economía y Dirección de la Empresa, 18, pp. 173-190.
  • Heras, I.; Dick, G.P.M.; Casadesús, M. (2002): "ISO 9000 Registration's Impact on Sales and profitability: A Longitudinal Analysis of performance Before and After Accre-ditation, " International Journal of Quality and Reliability Management, 19 (6-7), pp. 774-791.
  • Ho, S. (1994): "Is the ISO 9000 Series for Total Quality Management?, " International Journal of Quality & Reliability Management, 11 (9), pp. 74-89.
  • Jones, R.; Arndt, G.; Kustin, R. (1997): "ISO 9000 Amongst Australian Companies: Impact of Time and Reasons for Seeking Certification on Perceptions of Benefits Re-ceived, " International Journal of Quality and Reliability Management, 14 (7), pp. 650-660.
  • Kaynak, H. (2003): "The Relationship between Total Quality Management Practices and their Effects on Firm Performance, " Journal of Operations Management, 21 (4), pp. 405-435.
  • Kinnear, T.C.; Taylor, J.R. (1995): Investigación de mercados. Un enfoque aplicado. 4a ed. McGraw-Hill.
  • Krasachol, L.; Willey, P.T.; Tannock, J.D.T. (1998): "The Progress of Quality in Tahiland, " The TQM Magazine, 10 (1), pp. 40-44.
  • Lambin, J. (1990): Marketing estratégico. McGraw-Hill.
  • Lamprecht, J.L. (1996): ISO 9000 en la pequeña y mediana empresa. Madrid: AENOR.
  • Larsen, B.; Häversjö, T. (2001): "Management by Standards Real Benefits from Fashion, " European Journal of Operational Research, 17 (4), pp. 457-480.
  • Lattin, G.W. (1994): The Lodging and Food Service Industry. East Lansing, MI: The Educational Institute of the American Hotel and Motel Association.
  • Lee, T.Y. (1998): "The Development of ISO 9000 Certification and the Future of Quality Management. A Survey of Certified Firms in Hong Kong, " International Journal of Quality and Reliability Management, 15 (2), pp. 162-177.
  • Leung, H.K.N.; Chan, K.C.C.; Lee, T.Y. (1999): "Costs and Benefits of ISO 9000 Series: A Practical Study, " International Journal of Quality and Reliability Management, 16 (7), pp. 675-691.
  • Llopis, J.; Tari, J.J. (2003): "The Importance of Internal Aspects in Quality Improve-ment, " International Journal of Quality, 20 (3), pp. 304-324.
  • López de la Viña, M. (1996): Requisitos de un sistema de calidad segun las Normas ISO 9000. Madrid: Díaz de Santos.
  • Magd, H.; Curry, A. (2003): "ISO 9000 and TQM: Are they Complementary or Con-tradictory to Each Other?, "The TQM Magazine, 15 (4), pp. 244-256.
  • Mallak, L.A.; Bringelson, L.S.; Lyth, D.M. (1997): "A Cultural Study of ISO 9000 Certification, " International Journal of Quality & Reliability Management, 14 (4), pp. 328-348.
  • Martínez, M. (2006): Análisis de la gestión de la calidad total en las entidades gallegas. Un estudio basado en el modelo de excelencia de la European for Quality Management (EFQM). Tese de doutoramento. A Coruña: Universidade da Coruña.
  • McLachlan, J. (1996): "In Praise of ISO 9000, " The TQM Magazine, 8 (3), pp. 21-23.
  • McAdam, R.; Fulton, F. (2002): "The Impact of the ISO 9000:2000 Quality Standards in Small Software Firms, " Managing Service Quality, 12 (5), pp. 336-345.
  • Mo, J.; Chan, A. (1997): "Strategy for the Successful Implementation of ISO 9000 in Small and Medium Manufacturers, " The TQM Magazine, 9 (2), pp. 135-145.
  • Muñoz Oñate, F. (1994): Marketing turístico. Madrid: Centro de Estudios Ramón Areces.
  • Nicolau, J.; Sellers, R. (2002): "The Stock Market's Reaction to Quality Certification: Empirical Evidence from Spain, " European Journal of Operational Research, 142 (3), pp. 632-641.
  • Nunnally, J. (1998): Psychometric Theory. New York, NY: McGraw-Hill.
  • Powell, T.C. (1995): "Total Quality Management as Competitive Advantage: A Review and Empirical Study, " Strategic Management Journal, 16 (1), pp. 15-37.
  • Quazi, H.A.; Padibjo, S.R. (1997): "A Journey towards Total Quality Management through ISO 9000 Certification-A Singapore Experience, " The TQM Magazine, 9 (5), pp. 364-371.
  • Ragothaman, S. M; Korte, L. (1999): "The ISO 9000 International Quality Registration: An Empirical Analysis of Implications for Business Firms, " International Journal of Applied Quality Management, 2 (1), pp. 59-73.
  • Rahman, S. (2001): "Total Quality Management Practices and Business Outcome: Evi-dence from a Small and Medium Enterprises in Western Australia, " Total Quality Mana-gement, 12 (2), (March), pp. 35-49.
  • Rayner, P.; Porter, L.J. (1991): "BS 5759/ISO 9000-The Experience of Small and Medium Sized Firms, " International Journal of Quality & Reliability Management, 8 (6), pp. 16-28.
  • Reed, R.; Lemak, D.J.; Montgomery, J.C. (1996): "Beyond Process: TQM Content and Firm Performance, " Academy of Management Review, 21 (1), pp. 173-202.
  • Renner, P. (1994): Basic Hotel Front Office Procesures. 3a ed. New York, NY: Van Nos-trand Reinhold.
  • Roca, V.; Escrig, A.B.; Bou, J.C.; Beltrán, I. (2002): "Una aproximación sistémica a los aspectos sociales y técnicos de la dirección de la calidad: una visión contingente, " Procee-dings of the XII National Congress of ACEDE. Palma de Mallorca: Asociación Científica de Economía y Dirección de la Empresa (ACEDE).
  • Sánchez Pérez, M.; Sarabia Sánchez, F.J. (1999): "Validez y fiabilidad de escalas, " en F.J. Sarabia [coord.]: Metodología para la investigación en marketing y administración de empresas, pp. 363-393. Madrid: Pirámide.
  • Sharma, D.S. (2005): "The Association between ISO 9000 Certification and Financial Performance, " International Journal of Accounting, 40 (2), pp. 151-172.
  • Shih, L.; Huarng, F.; Lin, B. (1996): "ISO en Taiwan: A Survey, " Total Quality Manage-ment, 7, pp. 681-690.
  • Singels, J.; Ruël, G.; Van de Water, H. (2001): "ISO 9000 Series Certification and Performance, " International Journal of Quality & Reliability Management, 18 (1), pp. 62-75.
  • Sissell, K. (1996): "Survey Rates ISO 9000 Success, " Chemical Week, 158, p. 33.
  • Stevenson, H.T.; Barnes, C.F. (2001): "Fourteen Years of ISO 9000: Impact, Criticisms, Costs, and Benefits, " Business Horizons, (May-June), pp. 45-51.
  • Tan, L.; Gilbert, L. (2001): "ISO 9000: The Answer for Total Quality Management Im-plementation? The Malaysian Case, " Total Quality Management, 12 (2), pp. 223-229.
  • Tarí, J.J.; Molina, F.J. (2002): "Quality Management Results in ISO 9000 Implementa-tion Practices, " International Journal of Quality & Reliability Management, 12 (7), pp. 10-27.
  • Terlaak, A.; King, A.A. (2006): "The Effect of Certification with the ISO 9000 Quality Management Standard: A Signalling Approach, " Journal of Economics Behavior & Orga-nization, 60, pp. 579-602.
  • Terziovski, M.; Power, D.; Sohal, A.S. (2003): "The Longitudinal Effects of the ISO 9000 Certification Process on Business Performance, " European Journal of Operational Research, 146, pp. 580-595.
  • Terziovski, M.; Samson, D.; Dow, D. (1997): "The Business Value of Quality Manage-ment Systems Certification. Evidence from Australia and New Zeland, " Journal of Ope-rations Management, 15, pp. 1-18.
  • Tsiotras, G.; Gotzamani, K. (1996): "ISO 9000 as an Entry Key to TQM: The Case of Greek Industry, " International Journal of Quality & Reliability Management, 13 (4), pp. 64-76.
  • Vallen, J.J.; Vallen, G.K. (1991): Check-In Check-Out. 4a ed. Dubuque, IA: Wm. C. Brown.
  • Van der Wiele, A.; Williams, R.; Dale, B.G. (2000): "TQM: Is a Fad, Fashion, or Fit?, " Quality Management Journal, 7 (2), pp. 65-67.
  • Vloeberghs, D.; Bellens, J. (1996): "Implementing the ISO 9000 Standards in Belgium, " Quality Progress, 29 (6), pp. 43-48.
  • Wenmoth, B.; Dobbin, D. (1994): "Experience with Implementing ISO 9000, " Asia Pacific Journal of Quality Management, 3 (3), pp. 9-27.
  • Weston, F.C. (1995): "What do Managers Really Think about Registration Process?, " Quality Progress, 28 (10), pp. 67-73.
  • Wiele, A.V.; Williams, A.R.T.; Brown, A.; Dale, B.G. (2001): "The ISO 9000 Series as a Tool for Organizational Change is there a Case?, " Business Process Management Jour-nal, 7 (4), pp. 323-331.
  • Wongrassamee, S.; Gardiner, P.D.; Simmons, J.E.L. (2003): "Performance Measure-ment Tools: The Balanced Scorecard and the EFQM Excellence Model, " Measuring Business Excellence, 7 (1), pp. 14-29.
  • Yahya, S.; Goh, W.K. (2001): "The Implementation of an ISO 9000 Quality System, " International Journal of Quality & Reliability Management, 18 (9), pp. 941-66.
  • Yung, W.K.C. (1997): "The Values of TQM in the Revised ISO 9000 Quality System, " International Journal of Operations & Production Management, 17 (2), pp. 221-230.
  • Zaramdini, W. (2007): "An Empirical Study of the Motives and Benefits of ISO 9000 Certification: The UAE Experience, " International Journal of Quality & Reability Management, 21 (5) pp. 472-491.
Fonte de datos: Dialnet