Service Quality Strategy: Implementation in Algarve Hotels

Part of book or chapter of book English OPEN
Carlos J. F. Cândido (2010)
  • Publisher: Universidade do Algarve
  • Subject: Strategy implementation | Total quality management | Quality gap | Algarve | Hotel sector

This chapter addresses the problem of service quality strategy implementation and undertakes a tentative validation of three models. The first focuses on service quality, as a function of quality gaps, while the second and third ones examine strategy implementation. The models aim to help to explain how to implement a service quality strategy that simultaneously avoids quality gaps and resistance to change. Sample data has been collected through questionnaires distributed within the population of four- and five-star hotels of the Algarve, Portugal. Descriptive statistics and statistical tests do not provide evidence against the models and thus support their validity, but raise concerns about some possible inconsistent management practices during the implementation of a quality strategy.
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