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

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.

Keywords:

• Certification
• hospitality industry
• ISO 9001
• Q
• quality management systems
• Spain

Additional information

Notes on contributors

Sidonie Djofack

Dr. Sidonie Djofack is Lecturer at the Faculty of Economics and Management of the University of Yaoundé II in Cameroon, Assistant-professor CAMES. Djofack is a founding member and Vice-President of the Scientific Network of Academic Women in Management and Economics (RéSFUGE). She belongs to the Larp-D2 research laboratory of RéSFUGE and the Center for Research in Economics and Management (CEREG). She is the author of several publications in many journals including the international journal of quality and Reliability Management where she is now an evaluator. Her research focuses in the areas of Marketing of products and services, Strategic Management, Quality Management. Dr. Sidonie Djofack can be reached by email at [email protected].

Marco Antonio Camacho Robledo

Dr. Marco Antonio Robledo (PhD, MBA, BA) is Professor of the Department of Business and Economics and director of the Masters in Business Administration (MBA) at the University of the Balearics (UIB). His research focuses in the areas of Strategic Management, Quality Management and Human Resources Management. Dr. Marco Robledo can be reached by mail at [email protected].