Organisational behaviour and strategies in the adoption of certified management systems: an analysis of the Spanish hotel industry

While the literature over the last ten years has dealt with the implementation of quality, environmental and other management systems in terms of the interest aroused and results obtained, little has been written about organisational behaviour and the extent to which such standards have been adopted in the service sector. The present article explores these variables in the hotel industry, based on information collected from 403 hotels. The empirical analysis conducted evinces significant differences in behaviour and penetration between the service and manufacturing sectors, as well as between the implementation of management systems and the introduction of other business practices in the hotel industry. The results shed light on the importance of implementing certified management systems for conducting the hotel business.