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The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies

Para acceder a los documentos con el texto completo, por favor, siga el siguiente enlace: http://hdl.handle.net/10256/16913

Autor/a

Alonso Almeida, Mar

Bagur Femenías, Llorenç

Llach Pagès, Josep

Fecha de publicación

2015-03-01



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Resumen

First Online Published: 03 December 2013

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 agencies. These benefits can make the difference between survival and failure in a highly competitive sector

Tipo de documento

Artículo

Versión aceptada

peer-reviewed

Lengua

Inglés

Materias y palabras clave

Consumidors -- Satisfacció; Consumer satisfaction; Agències de viatges; Travel agents

Publicado por

Elsevier

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