Palabras clave
Certificación turística
Certificación de calidad
CST
Cómo citar
Resumen
El valor de este artículo reside en la realización de un análisis comparado sobre cómo un hotel en Costa Rica ha implantado y certificado un sistema de gestión de calidad basado en la Norma ISO 9001:2000 y un sistema de gestión basado en el estándar CST ha facilitado su implementación. Dicha comparación nos permitirá encontrar diferencias y/o similitudes entre ambas certificaciones con el fin de ver como éstas favorecen la gestión empresarial y la sostenibilidad. Este análisis pone de manifiesto cuáles son los principales cambios organizativos que debe acometer la organización para lograr un resultado eficaz y servicio al cliente.
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Derechos de autor 2011 Kattia Lizzett Vasconcelos Vásquez, Francisco Balbastre-Benavent, Ana María Redondo-Cano