Quality certification, firm performance and organizational structre in spanish hotel industry

Eva María Pertusa Ortega, Juan José Tarí Guilló, Jorge Pereira Moliner, José Francisco Molina Azorín, Mª Dolores López Gamero


Purpose: Quality certification helps companies to improve efficiency and performance. The aim of this study is to analyze the differences between certified and non-certified hotels regarding the implementation of quality management practices, the performance and the competitive advantage, and the changes in organizational structure.

Design/methodology/approach: The paper classifies the hotels in two groups: quality certified and non-certified hotels. It then examines the differences between both groups.

Findings: The findings show that certified hotels develop quality management practices in a higher extent, achieve better performance levels and a differentiation competitive advantage, and have higher levels of formalization and interdepartmental coordination.

Originality/value: The contribution of the paper is to analyze if quality certification adds value for the hotel industry.


Quality certification, organizational structure, competitive advantage, firm performance, hotel industry

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DOI: http://dx.doi.org/10.3926/ic.400

Licencia de Creative Commons 

This work is licensed under a Creative Commons Attribution 4.0 International License

Intangible Capital, 2004-2021

Online ISSN: 1697-9818; Print ISSN: 2014-3214; DL: B-33375-2004

Publisher: OmniaScience