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Service Quality Strategy: Implementation in Algarve Hotels
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Autores
Orientador(es)
Resumo(s)
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.
Descrição
Palavras-chave
Strategy implementation Total quality management Quality gap Algarve Hotel sector
Contexto Educativo
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.
Editora
Universidade do Algarve