Dependence relationship between the critical quality faztors and social impact

• Autor(a) principal: Álvarez García, José
• Data de Publicação: 2014
• Outros Autores: De la Cruz del Río Rama, María, Vila Alonso, Mercedes, Fraiz Brea, José Antonio
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista de Administração de Empresas
• Texto Completo: https://periodicos.fgv.br/rae/article/view/38697
• topic: Quality management; “Q for Tourist Quality”; social impact results; accommodation businesses; causal model; Gestión de la calidad; “Q de Calidad Turística”; resultados del impacto social; empresas de alojamiento; modelo causal; Gestão da Qualidade; “Q de Qualidade Turística”; resultados do impacto social; empresas de hospedagem; modelo causal

This paper shows the results of the empirical study conducted in 186 tourist accommodation businesses in Spain certified under the “Q for Tourist Quality”, own System Quality Management. It was raised with the purpose of analyzing the structure of the relationship between critical quality factors and results-social impact, how they operate and the level of their influence on obtaining these results within the company. Starting from a deep theoretical revision we propose a theoretical model together with the hypotheses to be tested, and we proceed to validation using the technique of Structural Equation Models. The results obtained show that companies wishing to improve their social impact should take into account that leadership is the most important factor to achieve it. Leadership indirectly affects the social impact through its influence on alliances and resources, quality policy/planning, personnel management and learning.