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Why is it important?
Sample data have been collected through two complementary questionnaires, both implemented in the population of four-and five-star hotels of the Algarve (FFSHA). Data analysis involves descriptive statistics and statistical tests. In general, the descriptive statistics and the statistical tests do not provide evidence against the models, thus supporting their validity. Descriptive statistics have also raised concerns about some possible inconsistent management practices during the implementation of a quality strategy. The paper concludes with insights to managers interested in implementing such a strategy.
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This page is a summary of: Service quality strategy implementation: a model and the case of the Algarve hotel industry, Total Quality Management & Business Excellence, January 2005, Taylor & Francis,
DOI: 10.1080/1478336042000255613.
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