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Universitat Ramon Llull

1. Santomà Vicens, Ricard. Aspectos de la gestión en la calidad de servicio. Una aplicación del concept mapping al caso de las cadenas hoteleras en España.

Degree: 2008, Universitat Ramon Llull

The hotel industry is presented today as one of the most important sub-sectors of the Spanish tourism industry and economic sector. Its impact on both the economy as well as the environment is significant and also strategic for the country's development and its area of influence. In recent years, the industry has based its strategy on an excessive development of market supply. There have been a number of changes and down turns in demand during this period, caused by the ITC revolution, the emergence of new segments and an increasing demand for value for money, to which the hotel industry has failed to adapt. To date, and although quality has been an element valued by the industry, not much progress has been achieved with regard to the implementation of that philosophy. The Spanish public sector has decided on its implementation through developing quality standards; the private sector, in parallel, has developed seals of quality and tourism brands to enhance the quality of establishments. In spite of all these measures, implementation is not as high as it has been in other sectors, which has led experts to consider whether the plans developed are in fact suited to the sector. To respond to the above-described problem - and following a review of the literature related to quality, service quality and service quality applied to the hotel industry - this paper puts forward the identification and prioritisation of those management aspects which lead a hotel chain to improve its service quality. In developing the paper, we have considered the views of a group of expert hotel managers and the results of a survey carried out among hotel chains in Spain. The analytical methodology used is twofold: on the one hand the concept mapping technique has been applied to the views of a group of expert hotel managers, which, after applying a multidimensional scaling and cluster analysis, led to the identification of 84 management aspects grouped into seven clusters reflecting seven management areas to be considered by hotel chains. These are: Human Resource Management, Strategic Marketing Management, Client Information Management, Internal Hotel Chain Management, Internal Quality Management, Strategic Hotel Chain Management and Strategic Quality Management. On the other hand, a qualitative reasoning procedure based on the orders of magnitude has been used with the aim of identifying the priority areas of the findings for the previous phase. The results of a survey on hotel chains in Spain have been used to carry out the procedure. These results reveal an import shift towards strategic thinking among hotel chains but without there being one cluster that is more significant than the rest. Advisors/Committee Members: Universitat Ramon Llull. Facultat d'Economia-IQS. Departament de Gestió Empresarial, [email protected] (authoremail), true (authoremailshow), Vila Fernández-Santacruz, Mar (director), Ríos Gual, Josep (director).

Subjects/Keywords: hotel management; quality hotels; orders of magnitude; qualitative reasoning; concept mapping; hotel chains; hotels; service quality; tourism; gestión hotelera; calidad en hoteles; órdenes de magnitud; razonamiento cualitativo; concept mapping; cadenas hoteleras; hoteles; calidad de servicio; Turismo; gestió hotelera; qualitat a hotels; ordres de magnitud; raonament qualitatiu; concept mapping; cadena hotelera; hotel; qualitat de servei; Turisme; Economia i Empresa; 338

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APA (6th Edition):

Santomà Vicens, R. (2008). Aspectos de la gestión en la calidad de servicio. Una aplicación del concept mapping al caso de las cadenas hoteleras en España. (Thesis). Universitat Ramon Llull. Retrieved from http://hdl.handle.net/10803/9316

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Santomà Vicens, Ricard. “Aspectos de la gestión en la calidad de servicio. Una aplicación del concept mapping al caso de las cadenas hoteleras en España.” 2008. Thesis, Universitat Ramon Llull. Accessed January 19, 2021. http://hdl.handle.net/10803/9316.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Santomà Vicens, Ricard. “Aspectos de la gestión en la calidad de servicio. Una aplicación del concept mapping al caso de las cadenas hoteleras en España.” 2008. Web. 19 Jan 2021.

Vancouver:

Santomà Vicens R. Aspectos de la gestión en la calidad de servicio. Una aplicación del concept mapping al caso de las cadenas hoteleras en España. [Internet] [Thesis]. Universitat Ramon Llull; 2008. [cited 2021 Jan 19]. Available from: http://hdl.handle.net/10803/9316.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Santomà Vicens R. Aspectos de la gestión en la calidad de servicio. Una aplicación del concept mapping al caso de las cadenas hoteleras en España. [Thesis]. Universitat Ramon Llull; 2008. Available from: http://hdl.handle.net/10803/9316

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

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