|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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