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Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry

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595 cited

1998The TQM Paradox: Relations among TQM practices, plant performance, and customer satisfaction543 cited

2005The effect of certification with the ISO 9000 Quality Management Standard: A signaling approach509 cited

Cited by

2012Strategic responses of the Spanish hospitality sector to the financial crisis202 cited
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2016Organizational design, quality management and competitive advantage in hotels51 cited
2013Internal and external drivers for quality certification in the service industry: Do they have different impacts on success?49 cited
2013Diffusion of quality standards in the hospitality sector46 cited
2014Impact of quality and environmental investment on business competitiveness and profitability in small service business: the case of travel agencies46 cited
2013The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies40 cited
2013The balance of the impact of quality and recovery on satisfaction: the case of e-travel37 cited
2019Competing models of quality management and financial performance improvement37 cited
2015Do ISO 9001-certified hotels get a higher customer rating than non-certified ones?35 cited
2022Impact of service quality and environmental practices on hotel companies: An empirical approach34 cited
2019Internalization of Quality Management Standards: A Literature Review34 cited
2017Paradigmas das práticas de gestão ambiental no segmento de produção de refeições no Brasil33 cited
2020Corporate Social Responsibility (CSR) in the Travel Supply Chain: A Literature Review32 cited
2016A holistic fuzzy approach to create competitive advantage via quality management in services industry (case study: life-insurance services)24 cited
2020Hospitality artisan entrepreneurs’ perspectives of sustainability10 cited