Quality certification systems and their impact on employee satisfaction in services with high levels of customer contact

摘要

Many business organisations are, at present, actively seeking ways in which they can improve and provide value for the services they offer. Given that competition has increased over the past decade, enterprises have made efficiency and quality their principal competitive priorities. For this reason, many enterprises have introduced quality systems, which have enabled them to systematise and improve their internal processes. This has benefited organisational and financial returns, together with other gains, as the doctrine highlights. Nevertheless, there is little evidence to show the impact of implementing certified quality systems on employee satisfaction. Therefore, this paper will attempt to fill this existing void, by using an empirical analysis of the effects that the application of quality systems could have on employee satisfaction in a sector with a high level of customer contact, such as the hotel industry. Moreover, this could have a beneficial impact on the operational and financial results of the enterprise.