Title: Identifying and determining the key processes for quality management systems in the hotel sector

Authors: Victor Padron Robaina, Tomas F. Espino Rodriguez

Addresses: Department of Economics and Business Administration, University of Las Palmas de Gran Canaria, Edificio de Ciencias Economicas y Empresariales, 35017 Las Palmas de Gran Canaria. ' Department of Economics and Business Administration, University of Las Palmas de Gran Canaria, Edificio de Ciencias Economicas y Empresariales, 35017 Las Palmas de Gran Canaria

Abstract: In response to the need to identify and establish the strategic value of the processes covered by the Quality Standards (ISO 9001, EFQM) this work proposes a methodology that combines the Resource-Based View (RBV) with the |process-based approach| that enables the key processes and their importance to quality system management to be identified. This methodology is applied to the hotel sector, which allows a comparison to be made with the criteria of the Q Standard of Spanish Tourism Quality and the proposal to be validated. In this respect; three types of processes have been identified: principal, complementary and support processes.

Keywords: hospitality management; process-based view; quality system; quality standard; resource-based view; RBV; quality management systems; QMS; hotel sector; quality standards; ISO 9001; key processes; Q Standard; Spanish tourism quality; Spain; Canary Islands; EFQM.

DOI: 10.1504/IJSTM.2007.013946

International Journal of Services Technology and Management, 2007 Vol.8 No.6, pp.529 - 545

Available online: 04 Jun 2007 *

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