Abstract
PurposeThe purpose of this paper is to examine the relationship between the critical factors of quality and customer results and also investigate the structure of relationships between the critical factors of quality, in the context of the tourist accommodation sector in Spain.Design/methodology/approachA theoretical model is proposed together with the hypotheses to be tested and the data obtained in 186 tourist accommodation businesses certified under the “Q for Tourism Quality” are analyzed, with the technique of structural equations models.FindingsThe results show that the antecedents of customer results are continuous improvement and quality policy/planning.Originality/valueThe practical implications of this paper focus on providing managers of enterprises of tourist accommodation with variables on which to perform in order to improve customer satisfaction; their leadership and commitment to quality are fundamental in the process of implementing the quality management system, which helps ensure that the company provides a quality service that influences customer satisfaction.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: International Journal of Quality & Reliability Management
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
