Achieving Competitive Advantage through Quality Management

Chapter 1 Benefits of Implementing a System of Quality Management in Spanish Thalassotherapy Centres.- Chapter 2 Quality Certifications as a Hotel Selection Criterion.- Chapter 3 "Q for Tourist Quality" in the Spanish Tourist Sector.- Chapter 4 The ISO 9001 Standard in the Spanish Construction Industry.- Chapter 5 The EFQM Model as an Instrument to Legitimize Organizations.- Chapter 6 Integrated Management Systems.- Chapter 7 Integration of Information in Higher Education Institutions for Quality Evaluation.- Chapter 8 How Communication and Control Processes Improve Quality.- Chapter 9 An Application of the SERVPERF Model in a Sports Centre.- Chapter 10 Experience in Adapting E-S-Qual to Different Sectors or Settings.- Chapter 11 Excellence in Tourism Destinations.- Chapter 12 Tensions Raised by TQM Demand Upon Work Design in Technologically-Controlled Environments.- Chapter 13 The Influence of an Institutional Environment on Quality Management in Hotels.- Chapter 14 A New Paradigm in Planning and Management of Quality Hotel Services.