Resumo

CASTILLA-AREVALO, Germán  e  ALARCON-VILLAMIL, Nelson Orlando. QUALITY EVALUATION IN LODGING AND ACCOMMODATIONS ESTABLISHMENTS. Semest. Econ. [online]. 2017, vol.20, n.43, pp.161-189. ISSN 0120-6346.  https://doi.org/10.22395/seec.v20n43a7.

The objective of this article is to identify the main factors for evaluating quality management in lodging and accommodation establishments. For this a bibliographical review was done for the concept of quality, a model description and existent norms in Colombia. This revision was supported with and expert consultation from the private, public and academic sectors in order to identify difficulties, strengths and opportunities that the sector has based on the survey respondents opinions. Finally, 9 topics of interest and 31 critical success factors where proposed that will allow the companies to lead improvement plans and programs with certification purposes.

JEL CLASSIFICATION: M10, M21

Palavras-chave : Quality management; lodging and accommodation establishments; management practices; competitiveness; Colombia.

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