Internalization of quality management in service organizations
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 18 November 2013
Abstract
Purpose
The purpose of this paper is to analyze the internalization of quality management (QM) on the basis of quality certifiable standards – also referred to as meta-standards – in service organizations. More specifically, the paper analyzes the case of the internalization of a quality standard in the Spanish hotel industry.
Design/methodology/approach
The paper examines the relationships between the measures of internalization, benefit, QM tools and motivation, using partial least squares in the framework of the structural equation modeling technique.
Findings
The results show that the hotels that have internalized the standard to a greater extent are more likely to be driven by internal motivation, develop more QM tools and achieve greater benefits than the hotels with a lower degree of internalization.
Originality/value
As previous studies have examined these issues in relation to the internalization of ISO standards, the present study adds to this important stream of research and contributes by advancing the understanding of these issues through the case of a specific standard for the hotel industry.
Keywords
Acknowledgements
The authors wish to express their sincere thanks to Dr Chatura Ranaweera, Editor of Managing Service Quality and to the anonymous reviewers for their assistance; their constructive criticisms and suggestions helped us to improve and develop the paper substantively. This paper is a result of a Research Group funded by the Basque Autonomous Government (Grupos de investigación del sistema universitario vasco; IT763-13).
Citation
José Tarí, J., Heras-Saizarbitoria, I. and Pereira, J. (2013), "Internalization of quality management in service organizations", Managing Service Quality: An International Journal, Vol. 23 No. 6, pp. 456-473. https://doi.org/10.1108/MSQ-06-2012-0060
Publisher
:Emerald Group Publishing Limited
Copyright © 2013, Emerald Group Publishing Limited