A Gestão da Qualidade: aplicação no sector hoteleiro
A Gestão da Qualidade: aplicação no sector hoteleiro
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A noção de qualidade nos serviços expressa uma estratégia de competitividade e um motor para o desenvolvimento sustentado que aspira responder às expetativas dos consumidores. Esse desenvolvimento pretende-se articulado em harmonia com um turismo melhor e de mais qualidade, visto ser um setor em franca expansão, que origina transformações nos níveissociais, políticos e económicos.
O objetivo do presente artigo consiste em mensurar e orientar as medidas de qualidade nas organizações do setor hoteleiro, com o intuito de propiciar uma visão geral dos problemas de gestão e introduzir melhorias contínuas nas organizações. Para o efeito, foi aplicado um inquérito por questionário eletrónico junto de 151 indivíduos, que trabalhavam em hotéis, a nível nacional.
Os resultados obtidos evidenciam que existem diferenças nas perceções entre os responsáveis hierárquicos e os colaboradores, o que poderá evidenciar um obstáculo para a implementação da gestão da qualidade.
Susana Alves Rocha has a Degree in Accounting and Taxation by the Higher School of Management and Technology of Santarém and has a Master in Management – Specialized in Human Resources by the University of Évora. Her research interests are in the areas of Quality Management; Tourism; Organization and Administration of Firms; Accountancy.
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Qualidade; Sector Hoteleiro; Serviços; Turismo
