Does quality impact on hotel performance?

Abstract

Purpose

The aim of the paper is to study the reasons for the adoption and certification of quality systems and the subsequent impacts on performance.

Design/methodology/approach

The methodology selected is a study based on the perceptions of two hotel managers in Spain.

Findings

On the one hand, the results show that the most important reasons to adopt and certify quality systems are internal and, on the other hand, that although positive effects on performance can be identified, the impact on financial performance is low.

Originality/value

The value of this paper lies in that it provides the perceptions of hotel managers for others who wish to know the reasons leading to the implementation and certification of a quality system and the subsequent impacts on performance.

Citation

Claver, E., José Tarí, J. and Pereira, J. (2006), "Does quality impact on hotel performance?", International Journal of Contemporary Hospitality Management, Vol. 18 No. 4, pp. 350-358. https://doi.org/10.1108/09596110610665357