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http://hdl.handle.net/10553/52363
Título: | Identifying and determining the key processes for quality management systems in the hotel sector | Autores/as: | Robaina, Víctor Padrón Espino Rodríguez, Tomás F. |
Fecha de publicación: | 2007 | Editor/a: | 1460-6720 | Publicación seriada: | International Journal of Services, Technology and Management | Resumen: | 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 | Fuente: | International Journal of Services, Technology and Management[ISSN 1460-6720],v. 8, p. 529-545 |
Colección: | Artículos |
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