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

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Eva María Pertusa Ortega
Juan José Tarí Guilló
Jorge Pereira Moliner
José Francisco Molina Azorín
Mª Dolores López Gamero
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.

Article Details

Com citar
Pertusa Ortega, Eva María et al. “Certificación en calidad, resultados empresariales y estructura organizativa en el sector hotelero español”. Intangible Capital, vol.VOL 9, no. 1, https://raco.cat/index.php/Intangible/article/view/273464.

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