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Advisor(s)
Abstract(s)
The tourism industry has a growing importance among those activities that create wealth. This
trend is recognized by political agents, business managers and the academic community. Sport
and tourism seem to assume a symbiotic relation: On the one hand, Sport promotes Tourism
through sport events, seminars, congresses and tourist destinations. On the other hand, Tourism
promotes Sport by increasing the participation rate, facility building and infrastructure
construction (Bouchet, Lebrun, & Auvergne, 2004; Gammon, 1997; Higham & Hinch, 2002;
Pigeassou, Bui-Xuan, & Gleyse, 2003; Standeven & Knop, 1999). Global growing competition
and ever-increasing customer’s expectations impel organizations that offer Sport Tourism
services in the quest of higher quality and cost reduction.
Total quality management (TQM) is a management system based on human resources, which
aims the continuous progress in the service to the client at a lower cost (Hodggets, 1993). The
concepts associated with the quality of service were not developed the same way as of those
associated with the quality of tangible goods production. Literature based on the vision of the
founding authors of the TQM is prolific in product quality management and nearly non existent
in service quality management. Nevertheless, the theoretical base and the methods of the TQM
allow its application in both industries, products and services (Anderson, Rungtusanatham, &
Schroeder, 1994 ; Bell & Keys, 1998; Deming, 1986; Waldman, 1994). Quality management is
a widely studied subject. Edwards Deming, widely accepted amongst his pears, is one of the
most renowned authors in this area of knowledge. Despite global practical evidences of the
efficiency of his methods and practices, empirical investigation on Deming’s model is still
scarce (Fisher, Barfield, Li, & Mehta, 2005). Anderson et al., (1994) proposed a management
model based on the methods and practices advocated by Deming (figure 1).
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Keywords
Citation
Rodrigues, Pedro; Miguel-Dávila, José (2010). Quality management in sport tourism organizations: empirical study proposal. In ACEDEDOT Workshop in Operations Management and Technology. Granada
Publisher
Asociación Científica de Economía y Dirección de la Empresa