A Taxonomy of Quality Standard Adoption: Its Relationship with Quality Management and Performance in Tourism Organizations In Spain

Tarí, J.J., Pereira-Moliner, J., Molina-Azorín, J.F., López-Gamero, M.D. (2020). A Taxonomy of Quality Standard Adoption: Its Relationship with Quality Management and Performance in Tourism Organizations In Spain. Journal of Tourism and Services, 21(11), 22-37. doi: 10.29036/jots.v11i21.151

  • Juan José Tarí Business Management Department, University of Alicante, Alicante, Spain
  • Jorge Pereira-Moliner Business Management Department, University of Alicante, Alicante, Spain
  • José F. Molina-Azorín Business Management Department, University of Alicante, Alicante, Spain
  • María D. López-Gamero Business Management Department, University of Alicante, Alicante, Spain
Keywords: quality management; quality standard; performance; tourism organizations

Abstract

This work aims to identify quality standard adoption levels and their relationship with quality management practices and performance (customer, employee and social results, and organizational performance) in tourism organizations in Spain. This work uses 279 tourism organizations in the following subsectors: hotels, travel agencies, restaurants, and rural accommodations. The work applies cluster and regression analyses. Results show three levels of adoption and a lower degree of development of the continuous improvement dimension. Organizations with a significantly lower level of development of the quality standard have started to integrate the quality requirements in their daily practices to some extent and where continuous improvement practices are little developed. These organizations have significantly lower results than those organizations with higher adoption of quality. The results also indicate that a greater level of adoption of a quality standard leads to a higher development of QM practices. These results are interesting for managers, destination managers, and the wider tourism professional community. It contributes to supplementing previous studies about taxonomies of quality standard adoption in the particular case of tourism organizations in Spain and may serve as a starting point for further research on that topic.

Author Biographies

Juan José Tarí, Business Management Department, University of Alicante, Alicante, Spain

Dr Juan José Tarí (jj.tari@ua.es), Full Professor in Business Management at the University of Alicante, Spain. His Ph. D. dissertation was an analysis of quality management. His current research includes Total Quality Management and its relationship with social responsibility, environmental management, organization design, innovation and higher education.

Jorge Pereira-Moliner, Business Management Department, University of Alicante, Alicante, Spain

Dr Jorge Pereira-Moliner (jorge.pereira@ua.es), Associate Professor in Business Management at the University of Alicante, Spain. His Ph. D. dissertation was an analysis of strategic groups in the hotel industry. His current research includes strategic management and strategic groups of the hotel industry, and quality and environmental management.

José F. Molina-Azorín, Business Management Department, University of Alicante, Alicante, Spain

Dr Jose F. Molina-Azorín (jf.molina@ua.es), Associate Professor in Business Management at the University of Alicante, Spain. His research focuses on strategic management and environmental management, specifically the determinants of firm performance, the competitive effects of environmental management and the relationship between competitive strategy and organizational design. His current research interests are also focused on mixed methods research.

María D. López-Gamero, Business Management Department, University of Alicante, Alicante, Spain

Dr María D. López-Gamero (md.lopez@ua.es), Associate Professor in Business Management at the University of Alicante, Spain. Her Ph. D. dissertation was an analysis of the relationship between environmental management and firm performance. Her current research includes sustainable tourism, environmental management and its relationship with quality management and organizational design.

Published
2020-12-31