Motivations for MSMEs in tourism to become certified in quality. Empirical evidence in the State of Mexico
Keywords:
motivations, entrepreneurship, tourism MSMEs
Abstract
The purpose is to analyze the motivations that affect the ease of quality certification of micro, small and medium tourism enterprises (MSMEs) in five municipalities in the State of Mexico registered in the Magic Towns Program: Valle de Bravo, Ixtapan de la Sal, Malinalco, Tepotzotlán and El Oro. A survey was applied to 100 MSMEs and the techniques used for data processing were linear regression by successive steps and covariance-based structural equation modeling (CB-SEM). The results show that the tourist’s perception is the external motivation with the greatest influence on the ease of certification, and this in turn is determined by other motivations such as positioning, government support and productivity. In the same way, it is recognized that the most productive businesses are those that know what certification consists of, making it easier for them to orient themselves to market needs and take advantage of public programs to strengthen tourism. It is concluded that a quality certification could incorporate better service practices and tourist attention, leading MSMEs to be more competitive.
References
Alonso-Almeida, M. del M., Rodríguez-Antón, J. M., & Rubio-Andrada, L. (2012). Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry. The Service Industries Journal, 32(6), 919–936. https://doi.org/10.1080/02642069.2010.545886
Álvarez, J., Fraiz, J. A., & Del Río, M. C. (2012). Análisis de las motivaciones para certificar la marca “Q de calidad turística”: Sector de alojamiento. Investigaciones Europeas de Dirección y Economía de la Empresa, 18(1), 101-121. https://doi.org/10.1016/S1135-2523(12)60063-X
Bewoor, A. K., & Pawar, M. S. (2010). An empirical study of the motives and benefits of QMS/ISO implementation among Indian SMEs. International Journal of Productivity and Quality Management, 6(3), 379-406. https://doi.org/10.1504/IJPQM.2010.035122
Casadesus, M., & Heras, I. (2005). El Boom de la calidad en las empresas españolas. Universia Business Review, 7, 90–101.
Creswell, J. W. (2014). Research Design: Qualitative, quantitative and mixes methods approaches. (4ª ed.). Estados Unidos: SAGE.
Flores, B., Cruz, G., & Castillo, M. (2017). El Programa Pueblos Mágicos: el patrimonio cultural como generador de nuevas dinámicas en la red de política pública de Chiapa de Corzo. Teoría y Praxis, (21), 115-138. https://doi.org/10.22403/UQROOMX/TYP21/06
García, J., Chagolla, H., & Noriega, S.(2015). Modelos: efectos de la colinealidad en el modelado de regresión y su solución. Cultura Científica y Tecnológica, 0(17), 23-34.
Georgiev, S., & Georgiev, E. (2015). Motivational factors for the adoption of ISO 9001 standards in Eastern Europe: The case of Bulgaria. Journal of Industrial Engineering and Management, 8(3), 1020-1050. http://dx.doi.org/10.3926/jiem.1355
Gray, B., Matear, S., & Matheson, P. (2000). Improving the performance of hospitality firms. International Journal of Contemporary Hospitality Management, 12(3), 149–155. https://doi.org/10.1108/09596110010320643
Gustafsson, R., Klefsjö, B., Berggren, E., & Granfors‐Wellemets, U. (2001). Experiences from implementing ISO 9000 in small enterprises – a study of Swedish organizations. The TQM Magazine, 13(4), 232-246. https://doi.org/10.1108/09544780110366088
Hair, J. F., Anderson, R. E., Tatham, R., & Black, W. C. (2010). Análisis multivariante. (5ª ed.). Prentice-Hall.
Heras-Saizarbitoria, I., Arana, G., & Boiral, O. (2015). Do ISO 9001-certified hotels get a higher customer rating than non-certified ones?. International Journal of Hospitality Management, 51, 138-146. http://dx.doi.org/10.1016/ijhm.2015.008.006
Ibañez, R. M. (2011). Diagnóstico de la calidad y competitividad del sector turístico en México. Cuadernos de Turismo, (28), 121-143.
IBM (2018a). IBM AMOS Statistics for Windows, version 25.0. Armonk: Corporate Armonk.
IBM (2018b). IBM SPSS Statistics for Mac, version 25.0. Armonk: Corporate Armonk.
Jonker, J., & Pennink, B. (2010). The essence of research methodology. Berlin: Springer.
Jun, J., Kang, J., & Hyun, S. S. (2017). Effects of third-party certification on patrons’ service quality evaluation in the luxury-restaurant industry. British Food Journal, 119(4), 771–789. https://doi.org/10.1108/BFJ-06-2016-0272
Kakouris, A., & Sfakianaki, E. (2019). Motives for implementing ISO 9000–does enterprise size matter?. International Journal of Productivity and Performance Management, 68(2), 447-463. https://doi.org/10.1108/IJPPM-03-2018-0096
Leung, H., Chan, K., & Lee, T. (1999). Costs and benefits of ISO 9000 series: a practical study. International Journal of Quality & Reliability Management, 16(7), 675-690. https://doi.org/10.1108/02656719910283362
Lloret, S., Ferreres, A., Hernández, A., & Tomás, I. (2014). El análisis Factorial exploratorio en los ítems. Una guía práctica revisada y actualizada. Anales de Psicología, 30(3), 1151-1169. http://dx.doi.org/10.6018/analesps.30.3.199361
Martínez, J. A., & Martínez, L. (2010). Some insights on conceptualizing and measuring service quality. Journal of Retailing and Consumer Services, 17(1), 29-42. https://doi.org/10.1016/j.jretconser.2009.09.002
Martínez, M., Martínez, A., & Choi, T. (2008). Simultaneous consideration of TQM and ISO 9000 on performance and motivation: an empirical study of Spanish companies. International Journal of Production Economics, 113(1), 23-39. https://doi.org/10.1016/j.ijpe.2007.02.046
Melão, N. F., Amorim, M., Marimon, F., & Alegre, I. (2018). Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters. International Journal of Quality & Reliability Management, 35(2), 354–372. https://doi.org/10.1108/IJQRM-10-2016-0187
Melão, N. F., Guia, S. M., & Amorim, M. (2017). Quality Management and Excellence in the third sector: examining European Quality in Social Services (EQUASS) in non-profit social services. Total Quality Management & Business Excellence, 28(7-8), 840–857. https://doi.org/10.1080/14783363.2015.1132160
Neumayer, E., & Perkins, R. (2005). Uneven geographies of organizational practice: Explaining the cross‐national transfer and diffusion of ISO 9000. Economic Geography, 81(3), 237-259. https://doi.org/10.1111/j.1944-8287.2005.tb00269.x
Pérez, C. A., & Antolín, D. I. (216). Programa pueblos mágicos y desarrollo local: actores, dimensiones y perspectivas en El Oro, México. Estudios Sociales, 25(47), 219-243. http://dx.doi.org/10.24836/es.v25i47.315
Pertusa, E. M., Tarí, J. J., Pereira, J., Molina, J. F., & López, M. D. (2013). Certificación en calidad, resultados empresariales y estructura organizativa en el sector hotelero español. Intangible Capital, 9(1), 199-224. http://dx.doi.org/10.3926/ic.400
Reed, R., Lemak, D. J., & Mero, N. P. (2000). Total quality management and sustainable competitive advantage. Journal of Quality Management, 5(1), 5-26. https://doi.org/10.1016/S1084-8568(00)00010-9
Rubio-Andrada, L., Alonso-Almeida, M. M., & Rodríguez-Antón, J. M. (2011). Motivations and impacts in the firm and stakeholders of quality certification: Evidence from small-and medium-sized service enterprises. Total Quality Management & Business Excellence, 22(8), 833-852. https://doi.org/10.1080/14783363.2011.593858
Sánchez-Ollero, J. L., García-Pozo, A., & Marchante-Mera, A. J. (2014). Análisis de la incidencia de las certificaciones de calidad sobre la productividad de los hoteles en Andalucía. Universia Business Review, (44), 88-103.
Santos, G., Costa, B., & Leal, A. (2014). Motivation and benefits of implementation and certification according ISO 9001–the Portuguese experience. International Journal of Engineering, Science and Technology, 6(5), 1-12.
SECTUR (2019). Acciones y programas. México: Secretaría de Turismo (SECTUR). https://www.gob.mx/sectur/archivo/acciones_y_programas
SEGOB (2016). Diario Oficial de la Federación: Convocatoria Nacional de Inscripción al Registro Nacional de Turismo dirigida a los prestadores de servicios turísticos. México: Secretaría de Gobernación. https://bit.ly/37G9p8X
SEGOB (2018). Diario Oficial de la Federación: Reglas de Operación del Programa de Desarrollo Regional Turístico Sustentable y Pueblos Mágicos (PRODERMAGICO). México: Secretaría de Gobernación. https://bit.ly/34cvcnM
Sekaran, U. (2003). Research Methods for business. A skill-Building approach. Estados Unidos: John Wiley & Sons, Inc.
Shaadi, R., Pulido, J., & Rodríguez, I. (2017). El producto turístico en los pueblos mágicos de México. Un análisis crítico de sus components. Revista de Estudios Regionales, (108), 125-163.
Tarí, J. J., Heras, I., & Dic, G. (2014). Internal and external drivers for quality certification in service industry: Do they have different impacts on succes? Service Business, 8(2), 337-354. http://dx.doi.org/10.1007/s11628-013-0198-6
Tarí, J. J., Molina, J. F., & Heras, I. (2012). Benefits of the ISO 9001 and ISO14001 standards: A literature review. Journal of Industrial Engineering and Management, 5(2), 297-322. http://dx.doi.org/10.3926/jiem.488
Tarí, J. J., Pereira-Moliner, J., Molina-Azorín, J. F., & López-Gamero, M. D. (2019). Heterogeneous adoption of quality standards in the hotel industry: drivers and effects. International Journal of Contemporary Hospitality Management, 31(3),1122-1140. http://dx.doi.org/10.1108/IJCHM-09-2017-0606
Taylor, A. (1995). Senior executives and ISO 9000. Attitudes, behaviours and commitment. International Journal of Quality and Reliability Management, 2(4), 40-57. https://doi.org/10.1108/02656719510087319
Terlaak, A., & King, A. (2006). The effect of certification with ISO 9000 quality management standard: A signaling approach. Journal of Economic Behavior and Organization, 60(4), 579–602. https://doi.org/10.1016/j.jebo.2004.09.012
Testa, M. R., & Sipe, L. J. (2006). A systems approach to service quality. Tools for hospitality leaders. Cornell Hotel and Restaurant Administration Quarterly, 47(1), 36-48. https://doi.org/10.1177/0010880405279173
Watson, J. G., & Korukonda, A. R. (1995). The TQM jungle: A dialectical analysis. International Journal of Quality & Reliability Management, 12(9), 100-109. https://doi.org/10.1108/02656719510101213
Álvarez, J., Fraiz, J. A., & Del Río, M. C. (2012). Análisis de las motivaciones para certificar la marca “Q de calidad turística”: Sector de alojamiento. Investigaciones Europeas de Dirección y Economía de la Empresa, 18(1), 101-121. https://doi.org/10.1016/S1135-2523(12)60063-X
Bewoor, A. K., & Pawar, M. S. (2010). An empirical study of the motives and benefits of QMS/ISO implementation among Indian SMEs. International Journal of Productivity and Quality Management, 6(3), 379-406. https://doi.org/10.1504/IJPQM.2010.035122
Casadesus, M., & Heras, I. (2005). El Boom de la calidad en las empresas españolas. Universia Business Review, 7, 90–101.
Creswell, J. W. (2014). Research Design: Qualitative, quantitative and mixes methods approaches. (4ª ed.). Estados Unidos: SAGE.
Flores, B., Cruz, G., & Castillo, M. (2017). El Programa Pueblos Mágicos: el patrimonio cultural como generador de nuevas dinámicas en la red de política pública de Chiapa de Corzo. Teoría y Praxis, (21), 115-138. https://doi.org/10.22403/UQROOMX/TYP21/06
García, J., Chagolla, H., & Noriega, S.(2015). Modelos: efectos de la colinealidad en el modelado de regresión y su solución. Cultura Científica y Tecnológica, 0(17), 23-34.
Georgiev, S., & Georgiev, E. (2015). Motivational factors for the adoption of ISO 9001 standards in Eastern Europe: The case of Bulgaria. Journal of Industrial Engineering and Management, 8(3), 1020-1050. http://dx.doi.org/10.3926/jiem.1355
Gray, B., Matear, S., & Matheson, P. (2000). Improving the performance of hospitality firms. International Journal of Contemporary Hospitality Management, 12(3), 149–155. https://doi.org/10.1108/09596110010320643
Gustafsson, R., Klefsjö, B., Berggren, E., & Granfors‐Wellemets, U. (2001). Experiences from implementing ISO 9000 in small enterprises – a study of Swedish organizations. The TQM Magazine, 13(4), 232-246. https://doi.org/10.1108/09544780110366088
Hair, J. F., Anderson, R. E., Tatham, R., & Black, W. C. (2010). Análisis multivariante. (5ª ed.). Prentice-Hall.
Heras-Saizarbitoria, I., Arana, G., & Boiral, O. (2015). Do ISO 9001-certified hotels get a higher customer rating than non-certified ones?. International Journal of Hospitality Management, 51, 138-146. http://dx.doi.org/10.1016/ijhm.2015.008.006
Ibañez, R. M. (2011). Diagnóstico de la calidad y competitividad del sector turístico en México. Cuadernos de Turismo, (28), 121-143.
IBM (2018a). IBM AMOS Statistics for Windows, version 25.0. Armonk: Corporate Armonk.
IBM (2018b). IBM SPSS Statistics for Mac, version 25.0. Armonk: Corporate Armonk.
Jonker, J., & Pennink, B. (2010). The essence of research methodology. Berlin: Springer.
Jun, J., Kang, J., & Hyun, S. S. (2017). Effects of third-party certification on patrons’ service quality evaluation in the luxury-restaurant industry. British Food Journal, 119(4), 771–789. https://doi.org/10.1108/BFJ-06-2016-0272
Kakouris, A., & Sfakianaki, E. (2019). Motives for implementing ISO 9000–does enterprise size matter?. International Journal of Productivity and Performance Management, 68(2), 447-463. https://doi.org/10.1108/IJPPM-03-2018-0096
Leung, H., Chan, K., & Lee, T. (1999). Costs and benefits of ISO 9000 series: a practical study. International Journal of Quality & Reliability Management, 16(7), 675-690. https://doi.org/10.1108/02656719910283362
Lloret, S., Ferreres, A., Hernández, A., & Tomás, I. (2014). El análisis Factorial exploratorio en los ítems. Una guía práctica revisada y actualizada. Anales de Psicología, 30(3), 1151-1169. http://dx.doi.org/10.6018/analesps.30.3.199361
Martínez, J. A., & Martínez, L. (2010). Some insights on conceptualizing and measuring service quality. Journal of Retailing and Consumer Services, 17(1), 29-42. https://doi.org/10.1016/j.jretconser.2009.09.002
Martínez, M., Martínez, A., & Choi, T. (2008). Simultaneous consideration of TQM and ISO 9000 on performance and motivation: an empirical study of Spanish companies. International Journal of Production Economics, 113(1), 23-39. https://doi.org/10.1016/j.ijpe.2007.02.046
Melão, N. F., Amorim, M., Marimon, F., & Alegre, I. (2018). Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters. International Journal of Quality & Reliability Management, 35(2), 354–372. https://doi.org/10.1108/IJQRM-10-2016-0187
Melão, N. F., Guia, S. M., & Amorim, M. (2017). Quality Management and Excellence in the third sector: examining European Quality in Social Services (EQUASS) in non-profit social services. Total Quality Management & Business Excellence, 28(7-8), 840–857. https://doi.org/10.1080/14783363.2015.1132160
Neumayer, E., & Perkins, R. (2005). Uneven geographies of organizational practice: Explaining the cross‐national transfer and diffusion of ISO 9000. Economic Geography, 81(3), 237-259. https://doi.org/10.1111/j.1944-8287.2005.tb00269.x
Pérez, C. A., & Antolín, D. I. (216). Programa pueblos mágicos y desarrollo local: actores, dimensiones y perspectivas en El Oro, México. Estudios Sociales, 25(47), 219-243. http://dx.doi.org/10.24836/es.v25i47.315
Pertusa, E. M., Tarí, J. J., Pereira, J., Molina, J. F., & López, M. D. (2013). Certificación en calidad, resultados empresariales y estructura organizativa en el sector hotelero español. Intangible Capital, 9(1), 199-224. http://dx.doi.org/10.3926/ic.400
Reed, R., Lemak, D. J., & Mero, N. P. (2000). Total quality management and sustainable competitive advantage. Journal of Quality Management, 5(1), 5-26. https://doi.org/10.1016/S1084-8568(00)00010-9
Rubio-Andrada, L., Alonso-Almeida, M. M., & Rodríguez-Antón, J. M. (2011). Motivations and impacts in the firm and stakeholders of quality certification: Evidence from small-and medium-sized service enterprises. Total Quality Management & Business Excellence, 22(8), 833-852. https://doi.org/10.1080/14783363.2011.593858
Sánchez-Ollero, J. L., García-Pozo, A., & Marchante-Mera, A. J. (2014). Análisis de la incidencia de las certificaciones de calidad sobre la productividad de los hoteles en Andalucía. Universia Business Review, (44), 88-103.
Santos, G., Costa, B., & Leal, A. (2014). Motivation and benefits of implementation and certification according ISO 9001–the Portuguese experience. International Journal of Engineering, Science and Technology, 6(5), 1-12.
SECTUR (2019). Acciones y programas. México: Secretaría de Turismo (SECTUR). https://www.gob.mx/sectur/archivo/acciones_y_programas
SEGOB (2016). Diario Oficial de la Federación: Convocatoria Nacional de Inscripción al Registro Nacional de Turismo dirigida a los prestadores de servicios turísticos. México: Secretaría de Gobernación. https://bit.ly/37G9p8X
SEGOB (2018). Diario Oficial de la Federación: Reglas de Operación del Programa de Desarrollo Regional Turístico Sustentable y Pueblos Mágicos (PRODERMAGICO). México: Secretaría de Gobernación. https://bit.ly/34cvcnM
Sekaran, U. (2003). Research Methods for business. A skill-Building approach. Estados Unidos: John Wiley & Sons, Inc.
Shaadi, R., Pulido, J., & Rodríguez, I. (2017). El producto turístico en los pueblos mágicos de México. Un análisis crítico de sus components. Revista de Estudios Regionales, (108), 125-163.
Tarí, J. J., Heras, I., & Dic, G. (2014). Internal and external drivers for quality certification in service industry: Do they have different impacts on succes? Service Business, 8(2), 337-354. http://dx.doi.org/10.1007/s11628-013-0198-6
Tarí, J. J., Molina, J. F., & Heras, I. (2012). Benefits of the ISO 9001 and ISO14001 standards: A literature review. Journal of Industrial Engineering and Management, 5(2), 297-322. http://dx.doi.org/10.3926/jiem.488
Tarí, J. J., Pereira-Moliner, J., Molina-Azorín, J. F., & López-Gamero, M. D. (2019). Heterogeneous adoption of quality standards in the hotel industry: drivers and effects. International Journal of Contemporary Hospitality Management, 31(3),1122-1140. http://dx.doi.org/10.1108/IJCHM-09-2017-0606
Taylor, A. (1995). Senior executives and ISO 9000. Attitudes, behaviours and commitment. International Journal of Quality and Reliability Management, 2(4), 40-57. https://doi.org/10.1108/02656719510087319
Terlaak, A., & King, A. (2006). The effect of certification with ISO 9000 quality management standard: A signaling approach. Journal of Economic Behavior and Organization, 60(4), 579–602. https://doi.org/10.1016/j.jebo.2004.09.012
Testa, M. R., & Sipe, L. J. (2006). A systems approach to service quality. Tools for hospitality leaders. Cornell Hotel and Restaurant Administration Quarterly, 47(1), 36-48. https://doi.org/10.1177/0010880405279173
Watson, J. G., & Korukonda, A. R. (1995). The TQM jungle: A dialectical analysis. International Journal of Quality & Reliability Management, 12(9), 100-109. https://doi.org/10.1108/02656719510101213
Published
2021-01-28
How to Cite
Sánchez-Valdés, A., Nava-Rogel, R. M., & Delgado-Cruz, A. (2021). Motivations for MSMEs in tourism to become certified in quality. Empirical evidence in the State of Mexico. Revista Venezolana De Gerencia, 26(93), 349-369. https://doi.org/10.52080/rvg93.24
Issue
Section
TRIMESTRE
.png)
