Aspectos relevantes da gestão da qualidade e seus impactos nos resultados e nas melhorias na indústria hoteleira do turismo de negócios

• Ano de defesa: 2019
• Autor(a) principal: Logiudice, Renato
• Orientador(a): Oliveira Neto, Geraldo Cardoso de
• Banca de defesa: Lucato, Wagner Cezar, Braga Junior, Sergio Silva, Martins, Felipe Silva, Oliveira Neto, Geraldo Cardoso de, Costa, Ivanir
• Tipo de documento: Tese
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Nove de Julho
• Programa de Pós-Graduação: Programa de Pós-Graduação de Mestrado e Doutorado em Engenharia de Produção
• Departamento: Engenharia
• País: Brasil
• Palavras-chave em Português: gestão da qualidade; indústria hoteleira; desempenho; turismo de negócios
• Palavras-chave em Inglês: quality management; hotel industry; performance; business tourism
• Área do conhecimento CNPq: ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: http://bibliotecatede.uninove.br/handle/tede/2227

In the last few decades, many organizations have implemented quality management systems to improve their performance. However, several technical and financial factors have been influencing the efficiency of the respective systems and thus preventing this improvement. It is precisely because of these difficulties that the present study originated, the objective of which was to propose a model that contemplates aspects relevant to quality management. The qualitative step identified 41 variables grouped into 5 factors. The subsequent quantitative stage, through a survey, involving the participation of 70 hotels of the economic categories, luxury and super focused on business tourism and located in the city of São Paulo. With the use of PLS ​​3.0 Smart MS software (Partial Least Squares) or Partial Least Squares, made possible through the perception of the general managers of hotels, the confirmation or otherwise of the assumptions referred to in the literature. The major factor of the study was to validate the conceptual model, which highlighted the important aspects that make up the requirements of a quality management system, including: the release of funds by investors to the improvement of processes as priorities, the evaluation and monitoring of suppliers and service providers, and the integration of employees into multifunctional activities.