publication . Article . 2015

The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies

Alonso Almeida, María del Mar;
Open Access English
  • Published: 01 Jan 2015
  • Publisher: Springer International Publishing
  • Country: Spain
Abstract
Abstract The main objective of this study is to examine the motivations for adopting quality practices and their impact on the performance of travel agencies. The results are based on 448 personal surveys that were administered by travel agency managers. Structural equation modelling was used to conclude that the adoption of quality practices significantly impacts the competitiveness and financial performance of travel agencies. Therefore, the results of this paper suggest that being proactive about quality issues can confer significant benefits to travel agen-cies. These benefits can make the difference between survival and failure in a highly competitive secto...
Subjects
free text keywords: Quality management practices, Customer satisfaction, Small service businesses, Economía
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