La importancia de la responsabilidad social corporativa y la gestión de la calidad total en los hoteles de México
Bibliographic record
Abstract
The hotel industry is characterized by its high commitment to fully satisfying customer needs; however, currently, they have incorporated into their philosophy the commitment to society, the environment, and the generation of benefits for their stakeholders. In other words, they are developing corporate social responsibility.On the other hand, this sector always seeks to improve the products and services offered to its customers, for which they implement measures to improve quality standards, that is, total quality management. This process is also a philosophy that will positively impact the entire hotel sector if it is adopted by all members. Both philosophies share a nexus that strengthens them and, at the same time, each one separately influences the performance of the hotel sector, whether of a financial or market nature. Therefore, it is essential to study these relationships and corroborate the theoretical arguments developed so far with the empirical evidence in a context of a country with high tourist importance on a world scale.The purpose of this article is to analyze the relationship between corporate social responsibility and total quality management on the performance of three-star and higher hotels in Mexico, and its differentiation between chain and local hotels. The model of structural equations by partial least squares was used to test the research hypotheses. A 32-item questionnaire with a five-point Likert scale response was applied to 429 hotels throughout the country. The results indicate that the variables analyzed significantly influence the performance of the hotels and themselves. It was also shown that hotels that belong to a chain, whether regional, national or international, have a greater influence on total quality management over social responsibility and performance; however, this degree of influence is less between social responsibility and performance for these types of hotels compared to local hotels. It is concluded that the implementation of total quality reinforces social responsibility processes, resulting in a better performance of the hotel sector. On the other hand, chain hotels, having more resources, have the facility to generate synergies that positively relate to the three variables analyzed. The main limitation in this research was access to information due to the temporary closure of the hotel sector due to the effects of covid-19, which resulted in delays and not being able to delve into more issues related to the variables studied. As a future line of research, we seek to replicate this study at the North American level considering not only Mexico but also the countries of the United States and Canada, thus being able to analyze similarities and differences in the behavior of hotels in different countries with the variables used.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.001 | 0.001 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.001 | 0.001 |
| Science and technology studies | 0.001 | 0.001 |
| Scholarly communication | 0.001 | 0.000 |
| Open science | 0.000 | 0.001 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.001 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".