The Internalization of a Sectorial Standard for Quality Management: A Qualitative Analysis in Tourism

Abstract

The aim of this work is to analyze the motives for adopting a quality standard and the internalization process in tourism organizations with a sectorial quality certificate using a qualitative study. The results show, first, that the motives for adopting quality standards can be internal and external (for example, quality culture, management commitment, employee management, and the pressure from customers and society). Second, the following enablers are essential for the internalization process: management commitment, initial and ongoing training for employees, application of documentation to daily routines and follow-up