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Factors influencing the choice of a quality certification in the Spanish hospitality industry
  • Quality

Factors influencing the choice of a quality certification in the Spanish hospitality industry

Publication:
Quality Management Journal
Date:
July 2021
Issue:
Volume 28 Issue 3
Pages:
pp. 145-155
Author(s):
Djofack, Sidonie, Robledo, Marco Antonio Camacho

Abstract

This study aims to analyze the factors that affect the selection of quality certifications and its corresponding quality management systems (QMSs) in the Spanish hospitality industry. In particular, we want to compare the ISO 9001 certification model, which is a general standard applicable to any kind of industry, and the hospitality standards of the Spanish Q certificate. this study collected data from 187 certified hotels in Balears regions of Spain. The results show that both standards are selected for different reasons. The ISO 9001 certificate is mainly selected for internal reasons of organization and control, such as improving employee motivation, improving company image and reducing rejections as well as complaints. The Q certificate is chosen for external factors related to promotion and sales. The empirical results of this study provide insightful implications for both scholars and practitioners. The main contribution of this study is to highlight the underlying factors that contribute to choosing a quality assurance certificate.

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