آیا هتل های دارای گواهی ایزو 9001 مشتریان با رتبه بالاتر از هتل های بدون گواهی ایزو دارند؟
|کد مقاله||سال انتشار||مقاله انگلیسی||ترجمه فارسی||تعداد کلمات|
|43285||2015||9 صفحه PDF||سفارش دهید||8560 کلمه|
Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : International Journal of Hospitality Management, Volume 51, October 2015, Pages 138–146
This article analyzes whether customers of hotels that are certified for quality management are more satisfied than the customers of non-certified hotels of similar category and location. An empirical study was carried out with a total sample of 186,769 guest ratings of 828 Spanish and Italian hotels. The findings show that quality certified hotels do not receive a statistically significantly better evaluation or rating from their customers. Indeed, the statistical analysis carried out confirms that certified hotels have a statistically significantly lower rating in terms of value for money than non-certified hotels. The implications for managers, customers and other stakeholders are discussed. The article also discusses the potential dangers in inferring directly that quality certification in the hospitality industry leads to superior customer satisfaction as is frequently suggested in both the practitioner and the scholarly literature in the field.