Repositori URV

Identificador: TDX:585

Handle: https://hdl.handle.net/20.500.11797/TDX585

Autors:
Galeana Figueroa, Evaristo

Resum:
Our investigation focuses its attention in how the human resources in the certified hotel companies are managed and how the personnel who serve in them are involved. Concretely, in what and how the certified hotel companies differ of which are not it, and if this difference is in the fact that the registered companies are characterized by to have created a labour atmosphere in which all their human resources feel part of the company, and do not see their stay in it like something momentary until finding something better.The final report of the investigation has been structured in four chapters. In the introduction the objectives of the investigation, the reasons of the election of the study object and the justification of this election are exposed.The importance of the human resources in the benefit of services is a key aspect in the management of the quality applied to the hotel industry. Industry that has not been pioneer in the development and implementation of systems of quality compared with other sectors of the industry, nevertheless, we had information that there were hotel companies that had the quality certification. This information required to contrast if in these companies had been created the conditions of work that avoid the lack of motivation and facilitate the accomplishment of the work under the prism of the Total Quality.In chapter two the theoretical-methodological posing of the investigation is developed. A revision of the quality concept is made exposing itself the theoretical models most accepted in academic literature and also among the practitioners of this management type. The quality concept is had boarded from two points of view: the objective and the subjective one. The first denominated objective quality, it is associated to physical speci