Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.1/4389
Título: Service Quality Strategy: Implementation in Algarve Hotels
Autor: Carlos J. F. Cândido
Palavras-chave: Strategy implementation
Total quality management
Quality gap
Algarve
Hotel sector
Data: 2010
Editora: Universidade do Algarve
Citação: Carlos J. F. Cândido. Service Quality Strategy: Implementation in Algarve Hotels, In Tourism Development and Management: Challenges and Opportunities for Algarve, 163-181, ISBN: 978-989-8472-02-1. Faro: Universidade do Algarve, 2010.
Resumo: 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.
Peer review: yes
URI: http://hdl.handle.net/10400.1/4389
ISSN: 978-989-8472-02-1
Aparece nas colecções:FEC3-Livros (ou partes, com ou sem arbitragem científica)

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Cândido 2010 Service Quality Strategy - Implementation in Algarve Hotels _Book Chapter (v Sapientia).pdf208,5 kBAdobe PDFVer/Abrir


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