Quality Promises. Do Companies Follow a Standard Code of Conducts Model? The Case of Spas

• Autorzy: Tomasz Kafel , Alexandra Simon , Paweł Nowicki , Marti Casadesus

Warianty tytułu

Deklaracje jakości. Czy firmy stosują kodeksy postępowania? Na przykładzie branży SPA

• Języki publikacji: EN

Abstrakty

EN

The aim of this paper is to analyze the ways of developing and fulfilling of quality promises as well as to explore whether these actions are formally constituted. Two European countries were chosen for the research in order to compare organizations from countries with different experiences with the implementation of quality management systems. Spain is an old EU country where QMS systems are widely implemented. According to the ISO survey Spain is on the 4th place in Europe in a number of organizations with ISO 9001 certificates. Poland is one of the countries with the average number of registered QMS, ranking 11 place in Europe with ISO 9001 certificates. For this purpose there has been researched seven case studies of spa organizations within the leisure industry from Poland and Spain (three and four respectively). The case studies illustrate the organizations' approach to manage quality promises. The case study method has been chosen due the specificity of the analyzed subject and the way of the business they run. The results show that all seven organizations have some mechanisms implemented to handle quality promises. The results also suggest that quality promises are widely used by organizations, but formalization of the promises through their recording in leaflets, on website or in other documents that are available for customers is not as common. Also, the analysis indicated that fulfillment of guiding principles from ISO 10001 are on a medium level and there are possibilities to improve them. (original abstract)

Celem niniejszego artykułu jest analiza sposobów opracowywania i wypełniania obietnic jakościowych oraz badanie, czy działania te są formalnie ukonstytuowane. W celu porównania organizacji do badań wybrano dwa kraje europejskie o różnych poziomach doświadczenia związanego z wdrażaniem systemów zarządzania jakością. Pierwszym z nich jest Hiszpania, jako tzw. stary kraj członkowski UE, w którym systemy QMS są szeroko stosowane. Zgodnie z danymi pochodzącymi z ISO Survey, Hiszpania znajduje się na czwartym miejscu w Europie pod względem organizacji posiadających certyfikaty ISO 9001. Z kolei Polska, jako "nowy" kraj członkowski UE jest jednym z krajów o średniej liczbie zarejestrowanych SZJ, zajmując 11. miejsce w Europie z certyfikatami ISO 9001. W celu realizacji wyżej wymienionego celu badania, przeprowadzono siedem studiów przypadków organizacji uzdrowiskowych (spa) w branży wypoczynkowej z Polski i Hiszpanii (odpowiednio trzy i cztery). Studia przypadków ilustrują podejście organizacji do zarządzania obietnicami/deklaracjami dotyczącymi jakości. Metoda studium przypadku została wybrana ze względu na specyfikę analizowanego przedmiotu i sposób prowadzonej działalności. Wyniki pokazują, że wszystkie siedem organizacji wdrożyło pewne mechanizmy, aby sprostać obietnicom związanym z jakością. Wyniki sugerują również, że obietnice dotyczące jakości są szeroko stosowane przez organizacje, ale sformalizowanie obietnic poprzez ich zapisywanie w ulotkach, na stronie internetowej lub w innych dokumentach dostępnych dla klientów nie jest tak powszechne. Analiza wykazała również, że spełnienie wytycznych normy ISO 10001 jest na średnim poziomie i istnieją możliwości ich poprawy. (abstrakt oryginalny)

Słowa kluczowe

EN

Quality of services; Customer satisfaction; Quality awards

PL

Jakość usług; Satysfakcja klienta; Nagrody jakości

• Czasopismo: Humanities and Social Sciences
• Rocznik: 2017
• Tom: 22 (XXII)
• Numer: nr 24 (3)
• Strony: 115--131

Twórcy

autor

Tomasz Kafel

• Uniwersytet Ekonomiczny w Krakowie

autor

Alexandra Simon

• Autonomous University of Barcelona, Spain

autor

Paweł Nowicki

• Cracow University of Economics

autor

Marti Casadesus

• University of Girona, Spain

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Identyfikatory

DOI

10.7862/rz.2017.hss.47