The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies
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 con...
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| Tipo de recurso: | artículo |
| Fecha de publicación: | 2015 |
| País: | España |
| Institución: | Universidad Autónoma de Madrid |
| Repositorio: | Biblos-e Archivo. Repositorio Institucional de la UAM |
| Idioma: | inglés |
| OAI Identifier: | oai:repositorio.uam.es:10486/675817 |
| Acceso en línea: | http://hdl.handle.net/10486/675817 https://dx.doi.org/10.1080/s11628-013-0218-6 |
| Access Level: | acceso abierto |
| Palabra clave: | Quality management practices Customer satisfaction Small service businesses Economía |
| Sumario: | 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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