2016
DOI: 10.1108/imds-06-2015-0235
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Effects of quality management on hospitality performance in different contexts

Abstract: Purpose – The purpose of this paper is threefold: first, to test the role of the managerial team’s commitment to quality deployment, quality performance and firm performance; second, to shed light on the effects of a certified quality management system on this chain; and third, to analyze the effects of changes in this chain on different management team attitudes, namely, innovativeness. Design/methodology/approach – Based on a survey co… Show more

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Cited by 12 publications
(8 citation statements)
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“…Although both hospitality employees and supervisors are responsible for providing superior service, managers are tasked with quality management (Llach et al, 2016) as well as employees' service-related training. Thus, managers can affect service quality (Arroyo-L opez et al, 2017).…”
Section: Service Performance and Abusive Supervisionmentioning
confidence: 99%
“…Although both hospitality employees and supervisors are responsible for providing superior service, managers are tasked with quality management (Llach et al, 2016) as well as employees' service-related training. Thus, managers can affect service quality (Arroyo-L opez et al, 2017).…”
Section: Service Performance and Abusive Supervisionmentioning
confidence: 99%
“…In addition to influencing innovation, quality management is seen as the key to determining firm value in the future Llach et al, (2016) as a measure of good management practices (Heckman, 2012). Companies that develop quality management can improve competitiveness by applying environmental management practices such as energy and water saving so that they can support the process of continuous improvement, which ultimately affects firm performance (Pereira-Moliner et al, 2012).…”
Section: Introductionmentioning
confidence: 99%
“…AI in the hospitality industry refers to employing the robots and chatbots to deliver customized services (Tussyadiah, 2020;Zhong et al, 2021). Hotels being one of the common avenues for most of the guests, they are pressured to excel in care, support and services provided during the stay (Llach et al, 2016;Lu et al, 2015). Therefore, hotels employ AI in the form of concierge robots, voice-activated services and automatic data processing to offer a delightful experience (Li et al, 2019;Shin and Jeong, 2020).…”
Section: Artificial Intelligencementioning
confidence: 99%