Author(s):
Rodrigues, Pedro Miguel Monteiro 
; Miguel Dávila, José Ángel
Date: 2011
Persistent ID: http://hdl.handle.net/10198/7536
Origin: Biblioteca Digital do IPB
Subject(s): Deming; Tourism; Quality management; Golf; Ski; Sport
Description
Concepts related to service’s quality have not evolved in the
same way as those related to industries. Nevertheless, total
quality management’s theoretical basis and methods allow
its use in both sectors. This study is an application of the
Deming Management Model, developed by Anderson et al
(1994), to the context of sports tourism industry. The
referred method sustains that leadership efforts aiming at
the simultaneous creation of a cooperative and learning
organization facilitate the implementation of processmanagement
practices. These, when implemented, support
customer satisfaction and organizational survival through
sustained employee fulfilment and continuous improvement
of processes, products, and services (Anderson, et al.,
1994). Previous studies support it’s applicability in
manufacturing (Rungtusanatham et al., 1998) and services
(Douglas & Fredendall, 2004; Fisher et al., 2005). Despite
the existence of worldwide practical evidence that proves
the model’s effectiveness (Rungtusanatham et al., 2005),
the fact is that empirical research is still scarce. Therefore,
the following goals have been set: a) corroborate Deming’s
model applicability, proposed by Anderson et al. (1994) to
sport tourism industry; b) develop and verify the applicability
of the proposed measurement model.
After analyzing the existing literature on the development
of scales related to TQM practices, it was clear that the
concepts underlying the model proposed by Anderson et
al. (1994) would be better operationalized by using scales
which had been previously published. Hence, they were
translated and adapted to the context. The empirical
analysis was structured in two studies: expert’s validation,
pre-test, exploratory factor analysis and confirmatory factor
analysis.
