Motivations and impacts in the firm and stakeholders of quality certification: Evidence from small- and medium-sized service enterprises

Abstract

Abstract Certified quality systems are progressively being adopted by all types of industries worldwide. This is due to the fact that many business organisations are actively seeking ways in which they can improve the products and services they offer. However, research has tended to focus on large manufacturing enterprises with a relative neglect of issues relating to quality certification among small-and-medium enterprises in the service sector. The present study addresses this relative gap in the literature by analysing the motives for, and impacts of, quality certification among both small- and medium-sized companies in the Spanish hotel industry. The study finds that significant differences exist with regard to quality certification between both size types in the hotel industry and previous studies based on large companies. The results highlight the importance that these enterprises grant to certified quality systems as a strategic tool that can be used in a proactive way to contend with market changes and adverse economic situations. Our findings have important implications for the management of small- and medium-sized enterprises. Keywords: quality certificationsquality in hotelssmall businessmedium businessstakeholdersquality motivationquality impactsquality in services Acknowledgments This study was conducted within the framework of Project A/012239/07 (‘Study of the quality policies applied to the tourist industry: An analysis of the best practices in Spain and Mexico’) financed by the AECID.