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BENEFICIOS DEL CERTIFICADO DE CALIDAD
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May 31, 2016
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Resumen
El objetivo de este trabajo es mostrar los beneficios de la interiorización de los requisitos de una norma de calidad. A partir de entrevistas a responsables del sector turístico y un estudio cuantitativo, los resultados indican que la interiorización de las normas de calidad mejora los resultados. Un mayor compromiso por la implantación de los requisitos de la norma de calidad puede llevar a las organizaciones turísticas a mejorar su sistema de gestión porque aplican los requisitos de calidad de manera más avanzada. Esto significa que las empresas que realmente creen en la filosofía de la calidad y la aplican en sus actividades diarias pueden mejorar sus resultados.
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Tarí, J. J., Pereira-Moliner, J., Molina-Azorín, J., & López-Gamero, M. (2016). BENEFICIOS DEL CERTIFICADO DE CALIDAD. UCJC Business and Society Review (formerly Known As Universia Business Review), (50). https://doi.org/10.3232/UBR.2016.V13.N2.04
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Producción, Innovación y Tecnología
Citas
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Álvarez García, J., Vila Alonso, M., Fraiz Brea, J.A. y de la Cruz del Río Rama, M. (2013). Análisis de las relaciones de dependencia entre los factores críticos de la calidad y los resultados. Sector alojamiento turístico en España, Investigaciones Europeas de Dirección y Economía de la Empresa, 19, 74-89.
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Deng, Yeh y Sung (2013). A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index, International Journal of Hospitality Management, 35, 133-140.
INE (Instituto Nacional de Estadística) (2013). Cuenta satélite del turismo de España. Base 2008. Serie contable 2008-2012. http://www.ine.es/prensa/np829.pdf (acceso el 16 de enero de 2015).
Jang, W-Y. y Lin, C-I. (2008). An integrated framework for ISO 9000 motivation, depth of ISO implementation and firm performance. The case of Taiwan, Journal of Manufacturing Technology Management, 19 (2), 194-216.
Kim, S.S., Lee, J. y Prideaux, B. (2014). Effect of celebrity endorsement on tourists’ perception of corporate image, corporate credibility and corporate loyalty, International Journal of Hospitality Management, 37, 131-145.
Lo, C.K.Y., Yeung, A.C.L., y 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.
Martínez-Costa, M., Choi, T.Y., Martínez, J.A., y Martínez-Lorente, A.R. (2009). ISO 9000/1994, ISO 9001/2000 and TQM: the performance debate revisited. Journal of Operations Management, 27, 495-511.
Nair, A. y Prajogo, D. (2009). Internalisation of ISO 9000 standards: the antecedent role of functionalist and institutionalist drivers and performance implications, International Journal of Production Research, 47 (16), 4545-4568.
Naveh, E. y 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.
Nield, K. y Kozak, M. (1999). Quality certification in the hospitality industry: analyzing the benefits of ISO 9000, Cornell Hotel and Restaurant Administration Quarterly, 40, 40-5.
OMT (Organización Mundial del Turismo) (2015). Panorama OMT del Turismo Internacional. Edición 2015. www.e-unwto.org/doi/pdf/10.8111/9789284416875 (acceso el 2 de septiembre de 2015).
Rodríguez-Arnaldo, O. y Martínez-Lorente, A.R (2014). Influencia de la corrupción en la implantación de la ISO 9001. Universia Business Review, 42, 52-67.
Sánchez-Ollero, J.L.; García-Pozo, A. y Marchante-Mera, A. (2014). Análisis de la incidencia de las certificaciones de calidad sobre la productividad de los hoteles de Andalucía, Universia Business Review, 44, 88-103.
Tarí, J.J., Molina, J.F. y Castejón, J.L. (2007). The relationship between quality management practices and their effects on quality outcomes, European Journal of Operational Research, 183 (2), 483-501.
Wagner, M. (2009). Innovation and competitive advantages from the integration of strategic aspects with social and environmental management in European firms. Business Strategy and the Environment, 18, 291-306.
Yeh, C.M. (2013). Tourism involvement, work engagement and job satisfaction among frontline hotel employees, Annals of Tourism Research, 42, 214-239.
Álvarez García, J., Vila Alonso, M., Fraiz Brea, J.A. y de la Cruz del Río Rama, M. (2013). Análisis de las relaciones de dependencia entre los factores críticos de la calidad y los resultados. Sector alojamiento turístico en España, Investigaciones Europeas de Dirección y Economía de la Empresa, 19, 74-89.
Ataseven, C., Prajogo, D.I. y Nair, A. (2014). ISO 9000 internalization and organizational commitment-implications for process improvement and operational performance, IEEE Transactions on Engineering Management, 61 (1), 5-17.
Boiral, O. (2011). Managing with ISO Systems: Lessons from Practice, Long Range Planning, 14 (3), 197-220.
Bou-Llusar, J.C., Escrig-Tena, A.B., Roca-Puig, V. y Beltrán-Martín, I. (2009). An empirical assessment of the EFQM Excellence Model: Evaluation as a TQM framework relative to the MBNQA Model, Journal of Operations Management, 27, 1-22.
Breiter, D. y Bloomquist, P. (1998). TQM in American hotels. Cornell and Restaurant Administration Quarterly, 39, 26-33
Briscoe, J.A., Fawcett, S.E. y Todd, R.H. (2005). The implementation and impact of ISO 9000 among small manufacturing enterprises, Journal of Small Business Management, 43 (3), 309-330.
Callan, R.J. (1992). Quality control at Avant Hotels: the debut of BS 5750, The Service Industries Journal, 12, 17-33.
Christmann, P. y Taylor, G. (2006). Firm self-regulation through international certificable standards: determinants of symbolic versus substantive implementation, Journal of International Business Studies, 37 (6), 863–878.
Curkovic, S., Melnyk, S., Calantone, R. y Handfield, R. (2000). Validating the Malcolm Baldrige National Quality Award framework through structural equation modeling, International Journal of Production Research, 38, 765-791.
Deng, Yeh y Sung (2013). A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index, International Journal of Hospitality Management, 35, 133-140.
INE (Instituto Nacional de Estadística) (2013). Cuenta satélite del turismo de España. Base 2008. Serie contable 2008-2012. http://www.ine.es/prensa/np829.pdf (acceso el 16 de enero de 2015).
Jang, W-Y. y Lin, C-I. (2008). An integrated framework for ISO 9000 motivation, depth of ISO implementation and firm performance. The case of Taiwan, Journal of Manufacturing Technology Management, 19 (2), 194-216.
Kim, S.S., Lee, J. y Prideaux, B. (2014). Effect of celebrity endorsement on tourists’ perception of corporate image, corporate credibility and corporate loyalty, International Journal of Hospitality Management, 37, 131-145.
Lo, C.K.Y., Yeung, A.C.L., y 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.
Martínez-Costa, M., Choi, T.Y., Martínez, J.A., y Martínez-Lorente, A.R. (2009). ISO 9000/1994, ISO 9001/2000 and TQM: the performance debate revisited. Journal of Operations Management, 27, 495-511.
Nair, A. y Prajogo, D. (2009). Internalisation of ISO 9000 standards: the antecedent role of functionalist and institutionalist drivers and performance implications, International Journal of Production Research, 47 (16), 4545-4568.
Naveh, E. y 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.
Nield, K. y Kozak, M. (1999). Quality certification in the hospitality industry: analyzing the benefits of ISO 9000, Cornell Hotel and Restaurant Administration Quarterly, 40, 40-5.
OMT (Organización Mundial del Turismo) (2015). Panorama OMT del Turismo Internacional. Edición 2015. www.e-unwto.org/doi/pdf/10.8111/9789284416875 (acceso el 2 de septiembre de 2015).
Rodríguez-Arnaldo, O. y Martínez-Lorente, A.R (2014). Influencia de la corrupción en la implantación de la ISO 9001. Universia Business Review, 42, 52-67.
Sánchez-Ollero, J.L.; García-Pozo, A. y Marchante-Mera, A. (2014). Análisis de la incidencia de las certificaciones de calidad sobre la productividad de los hoteles de Andalucía, Universia Business Review, 44, 88-103.
Tarí, J.J., Molina, J.F. y Castejón, J.L. (2007). The relationship between quality management practices and their effects on quality outcomes, European Journal of Operational Research, 183 (2), 483-501.
Wagner, M. (2009). Innovation and competitive advantages from the integration of strategic aspects with social and environmental management in European firms. Business Strategy and the Environment, 18, 291-306.
Yeh, C.M. (2013). Tourism involvement, work engagement and job satisfaction among frontline hotel employees, Annals of Tourism Research, 42, 214-239.