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Article
Publication date: 1 October 1996

César Camisón, Marisa Flor, Sonia Cruz and Inés Küster

Suggests that the implementation of TQM systems in the tourist industry is still a recent phenomenon to which little research has been dedicated. Examines problems in initiating…

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Abstract

Suggests that the implementation of TQM systems in the tourist industry is still a recent phenomenon to which little research has been dedicated. Examines problems in initiating total quality management systems in Valencian hotel firms according to the evaluation criteria of the European Quality Award, comparing results with both customers’ and management’s perspective. Shows that a serious gap exists between the quality perceived by the customer and the self‐assessment of quality by the management team. The empirical evidence presented typifies a firm hardly oriented to the market and whose TQM systems need important improvements to increase the satisfaction of the customer, to reduce service variability and to improve the management of customer‐employee interactions.

Details

International Journal of Quality & Reliability Management, vol. 13 no. 7
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 26 April 2023

Ricardo Correia, Manuela Cunha, Aida Carvalho and Bruno Sousa

This study aims to assess the online presence of three Portuguese low-density territories and analyze the communication strategies employed by public and private entities within…

185

Abstract

Purpose

This study aims to assess the online presence of three Portuguese low-density territories and analyze the communication strategies employed by public and private entities within each municipality. The alignment between public and private entities within each municipality is also examined as a potential factor that could impact the effectiveness of digital communication strategies.

Design/methodology/approach

A qualitative methodology that employed content analysis and interviews to gather data from selected public and private entities in each of the municipalities under study was used.

Findings

Despite the widespread availability of digital communication tools, the municipalities under study are yet to fully exploit their potential to promote and publicize their offerings. This could be attributed to several factors such as a lack of knowledge and/or resources and a defective strategic approach to digital communication.

Practical implications

The major obstacle in maximizing the potential of digital communication tools in low-density destinations was not solely a result of restricted access. Rather, it was largely due to insufficient knowledge and resources required for their effective utilization, coupled with a lack of aligned vision among various stakeholders.

Originality/value

The competitive landscape in which tourist actors operate has transformed significantly because of the widespread adoption of digital communication led by social networks. However, studies exploring digital communication in low-density territories are still scarce. This study adds new insights into the main factors that hinder the efficient use of digital communication in these regions.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 2
Type: Research Article
ISSN: 2514-9792

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