The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies
Entity
UAM. Departamento de Organización de EmpresasPublisher
Springer International PublishingDate
2015Citation
10.1080/s11628-013-0218-6
Service Business 9.1 (2015): 57-75
ISSN
1862-8516DOI
10.1080/s11628-013-0218-6Editor's Version
http://dx.doi.org/10.1080/s11628-013-0218-6Subjects
Quality management practices; Customer satisfaction; Small service businesses; EconomíaRights
© 2016 Springer International Publishing AGAbstract
Abstract The main objective of this study is to examine the motivations for adopting quality practices and their impact on the performance of travel agencies. The results are based on 448 personal surveys that were administered by travel agency managers. Structural equation modelling was used to conclude that the adoption of quality practices significantly impacts the competitiveness and financial performance of travel agencies. Therefore, the results of this paper suggest that being proactive about quality issues can confer significant benefits to travel agen-cies. These benefits can make the difference between survival and failure in a highly competitive sector.
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Google Scholar:Alonso Almeida, María del Mar
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