Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/52363
Title: Identifying and determining the key processes for quality management systems in the hotel sector
Authors: Robaina, Víctor Padrón 
Espino Rodríguez, Tomás F. 
Issue Date: 2007
Publisher: 1460-6720
Journal: International Journal of Services, Technology and Management 
Abstract: In response to the need to identify and establish the strategic value of the processes covered by the Quality Standards (ISO 9001, EFQM) this work proposes a methodology that combines the Resource-Based View (RBV) with the 'process-based approach' that enables the key processes and their importance to quality system management to be identified. This methodology is applied to the hotel sector, which allows a comparison to be made with the criteria of the Q Standard of Spanish Tourism Quality and the proposal to be validated. In this respect; three types of processes have been identified: principal, complementary and support processes.
URI: http://hdl.handle.net/10553/52363
ISSN: 1460-6720
DOI: 10.1504/IJSTM.2007.013946
Source: International Journal of Services, Technology and Management[ISSN 1460-6720],v. 8, p. 529-545
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