Relationship between Quality and Performance: Tourism Companies in the Czech Republic

Accounts Commission for Scotland. Can't get no satisfaction? Using a Gap Approach to Measure Service Quality. 1999. Retrieved from: http://www.audit-scotland.gov.uk/docs/local/2000/nr_000627_GAP_service_quality.pdfSearch in Google Scholar

ADAM, E. E. (1994). Alternative quality improvement practices and organizational performance. Journal of Operations Management. Vol. 12, No. 1, pp. 27-44.10.1016/0272-6963(94)90004-3Search in Google Scholar

ALEN GONZALEZ M. E., FRAIZ BREA J. A. (2006). Evaluacion de la relacion existente entre la calidad de servicio, la satisfaccion y las intenciones de comportamiento en el ambito del turismo termal. Revista Europea de Direccion y Economıa de la Espresa. Vol. 15, No. 3, pp. 171-184.Search in Google Scholar

BACKMAN, S. J., VELDKAMP, C. (1995). Examination of the Relationship between service quality and user loyalty. Journal of Park and Recreation Administration. Vol. 13, No. 2, pp. 29-41.Search in Google Scholar

BADE, F. J. (1986). The Economic Importance of Small Business and Medium Firms in the Federal Republic of Germany, New Firms and Regional Development in Europe, London: Croom Helm, pp. 256-274.Search in Google Scholar

BARNEY, J. (1991). Firm Resource and Sustained Competitive Advantage, Journal of Management. Vol. 17, No.1, pp. 99-120.Search in Google Scholar

BEI, L. T., CHIAO Y. C. (2001). An integrated model for the effects of perceived product, perceived service quality and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfactiona and Complaining Behaviour. Vol. 14, pp. 125-140.Search in Google Scholar

BIRLEY, S.; WESTHEAD, P. (1990). Growth and Performance Contrasts between Types of Small Firms, Strategic Management Journal. Vol. 11, No. 7, pp. 535-557.Search in Google Scholar

BITNER, M., BOOMS, B., TETREAULT, M. (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing. Vol. 54, pp. 71-84.10.1177/002224299005400105Search in Google Scholar

BLAŽEK, L. et al. (2009). Konkurenční schopnost podniků. Analýza faktorů hospodářské úspěšnosti. Druhá etapa. Brno: Masarykova univerzita. 1. vyd. ISBN 978-80-210-5058-7.Search in Google Scholar

BOWEN, D. (2002). Research through participant observation in tourism: A creative solution to the measurement of consumer satisfaction/dissatisfaction (CS/D) among tourists. Journal of Travel Research. Vol. 41, No. 1, p. 4.10.1177/0047287502041001002Search in Google Scholar

BRADY, M. K., CRONIN, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing. Vol. 65, pp. 34-49.Search in Google Scholar

CARO, L. M., GARCIA, J. A. M. (2008). Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tourism Management. Vol. 29, Iss. 4, pp. 706-720.10.1016/j.tourman.2007.07.014Search in Google Scholar

CROMPTON, J. L., LOVE, L. L. (1995). The predictive validity of alternative approaches of evaluating quality of a festival. Journal of Travel Research. Vol. 34, pp. 11-24.10.1177/004728759503400102Search in Google Scholar

CROMPTON, J. L., MACKAY, K. J., FESENMAIER, D. R. (1991). Identifying dimensions of service quality in public recreation. Journal of Park and Recreation Administration. Vol. 9, Iss. 3, pp. 15-27.Search in Google Scholar

CRONIN, J. J., TAYLOR, S. A. (1996). Measuring service quality: a reexamination and extension. Journal of Marketing. Vol. 56, pp. 55-68.Search in Google Scholar

CROSBY, P. B. (1979). Quality is free: The art of making quality certain. McGraw Hill Custom Publishing: New York, 309 p. ISBN 0070145121.Search in Google Scholar

ČSN EN ISO 9001 ed. 2, 2010.Search in Google Scholar

DAVIDSON, P. (1991). Continued Entrepreneurship: Ability, Need and Opportunity as Determinants of Small Firm Growth, Journal of Business Venturing. Vol. 6, pp. 405-429.Search in Google Scholar

DENISON, D. R., ALEXANDER, J. M. (1986). Patterns and Profiles of Entrepreneurs: Data from entrepreneurship Forums. Frontiers of Entrepreneurship Research, Babson College. pp. 578-593.Search in Google Scholar

DOLLINGER, M. J. (1985). Environmental Contacts and Financial Performance of the Small Firm. Journal of Small Management. Vol. 23, No. 1, pp. 24-30Search in Google Scholar

DOUGLAS, T. J., JUDGE, W. Q. (2001). Total quality management implementation and competitive advantage: the role of structural control and exploration. Academy of Management Journal. Vol. 44, No. 1, pp. 158-169.10.2307/3069343Search in Google Scholar

DUCHESNEAU, D. A.; GARTNER, W. B. (1990). A Profile of New Venture Succes and Failure in an Emerging Industry. Journal of Business Venturing. Vol. 5, pp. 297-312.10.1016/0883-9026(90)90007-GSearch in Google Scholar

EASTON, G. S., JARRELL, S. L. (1998). The effects of total quality management on corporate performance: an empirical investigation. Journal of Business. Vol. 71, No. 2, pp. 253-307.10.1086/209744Search in Google Scholar

FROST, B. (1999). Performance metrics: The new strategic discipline. Strategy and Leadership. ABI/INFORM Global. Vol. 27, No 3, p. 34.Search in Google Scholar

FUENTES-FUENTES, M. M., ALBACETE-SÁEZ, C. A., LLORÉNS-MONTES, F. J. (2004). The impact of environmental characteristics on TQM principles and organizational performance. Omega. Vol. 32 No. 6, pp. 425-442.10.1016/j.omega.2004.02.005Search in Google Scholar

GARVIN, D. A. (1984). What does product quality really mean? Sloan Management Review. Vol. 26, No.1., pp. 25-43.Search in Google Scholar

GARVIN, D. A. (1987). Competing on the eight dimensions of quality. Harvard Business Review. Vol. 65, No. 6, pp. 101-109.Search in Google Scholar

GARVIN, D. A. (1991). How the Baldrige Award Really Works. Harvard Business Review. Vol. 69, No 6, pp. 80-94.Search in Google Scholar

GRÖNROOS, C. (1984). A service quality model and its marketing implications. European Journal of Marketing. Vol. 18, No. 4, pp. 36-44.10.1108/EUM0000000004784Search in Google Scholar

HABER, S., REICHEL, A. (2005). Identifying Performance Measures of Small Ventures - The Case of the Tourism Industry. Journal of Small Business Management, Vol. 43, No. 3, pp. 257-286.10.1111/j.1540-627X.2005.00137.xSearch in Google Scholar

HACKMAN, J., WAGEMAN, R. (1995). Total quality management: empirical, conceptual and practical issues. Administrative Science Quarterly, Vol. 40, pp. 309-42.10.2307/2393640Search in Google Scholar

HALL, W. K. (1980). Survival Strategies in a Hostile Environment. Harvard Business Review. Vol. 58, pp.75-85.Search in Google Scholar

HARARI, O. (1993). Ten reasons why TQM doesn't work. Management Review. Vol 82, No. 1, ABI/INFORM Global, pg. 33.Search in Google Scholar

HENDRICKS, K. B., SINGHAL, V. R. (1997). Does Implementing an Effective TQM Program Actually Improve Operating Performance? Empirical Evidence from Firms that have Won Quality Awards. Management Science. Vol. 43, Iss. 9, pp. 1258-1274.10.1287/mnsc.43.9.1258Search in Google Scholar

HERNÁNDEZ-MAESTRO, R. M., MUÑOZ-GALLEGO, P. A., SANTOS-REQUEJO, L. (2009). Small Business OwnersKnowledge and Rural Tourism Establishment Performance in Spain. Journal of travel resech. Vol. 48, No. 1, pp. 58-77. DOI: 10.1177/0047287508328794.10.1177/0047287508328794Search in Google Scholar

HOWAT, G., ABSHER, J., CRILLEY, J., MILNE, I. (1996). Measuring customer service quality in sports and leisure centres. Managing Lemure. Vol. 1, No. 1, pp. 77-89.10.1080/136067196376456Search in Google Scholar

CHAPMAN, R. L., MURRAY, P. C., MELLOR, R (1997). Strategic quality management and financial performance indicators. International Journal of Quality and Reliability Management. Vol. 14, No. 4, pp. 432-448.10.1108/02656719710170675Search in Google Scholar

CHONG, V. K., RUNDUS, M. J. (2004). Total quality management, market competition and organizational performance. The British Accounting Review, Vol. 36, No. 2, pp. 155-172. DOI: 10.1016/j.bar.2003.10.006.10.1016/j.bar.2003.10.006Search in Google Scholar

JOHANNISSON, B (1993). Designing supportive contexts for emerging enterprises, Small Business Dynamics: International, National and Regional Perspectives London: Routledge.Search in Google Scholar

JOHNSON, M. D., GUSTAFSSON, A., ANDREASSEN, T. W., LERVIK, L., CHA., J. (2000). The evaluation and future of national customer satisfaction index models. Journal of Economic Psychology. Vol. 22, No. 2, pp. 217-245.Search in Google Scholar

KALLEBERG, A. L.; LEICHT, K. T. (1991). Gender and Organzational Performance: Determinants of Small Business Survival and Succes, Academy of Management Journal. Vol. 34, No 1, pp. 136-161.Search in Google Scholar

KANG, G. D. (2006). The hierarchical structure of service quality: integration of technical and functional quality. Managing Service Quality. Vol. 16, No. 1, pp. 37-50. DOI: 10.1108/0960452061063995510.1108/09604520610639955Search in Google Scholar

KANG, G. D., JAMES, J., ALEXANDRIS K. (2002). Measurement of internal service quality: application of the Servqual battery to internal service quality. Managing Service Quality. Vol. 12, No. 5, pp. 278-291. DOI: 10.1108/0960452021044206510.1108/09604520210442065Search in Google Scholar

KEAN, R, GASKILL, L.; LEISTRITZ, L., JASPER, C., BASTOW-SHOOP, H., JOLLY, L., STERNQUIST, B. (1998). Effects of Community Characteristics, Business Environment and Competitive Strategies on Rural Retail Business Performance, Journal of Small Business Management. Vol. 36, No. 2, p. 45-57.Search in Google Scholar

KIECHEL, W. (1981): Three (or Four, or More) Ways to Win. Fortune. Vol. 104, pp. 181-184.Search in Google Scholar

LAI, K (2003). Market orientation in quality-oriented organizations and its impact on their performance. International Journal of Production Economics. Vol. 84., Iss. 1, pp. 17-34. DOI: 10.1016/S0925-5273(02)00382-110.1016/S0925-5273(02)00382-1Search in Google Scholar

LARSEN, M. A. (2003). TQM and Organizational Performance Improvement. International Journal of Production Economics. Vol. 84, pp. 17-34.Search in Google Scholar

LEMAK, D. J., REED, R., SATISH, P. K. (1997). Commitment to total quality management: Is there a relationship with firm performance? Journal of Quality Management. Vol. 2, Iss. 1, pp. 67-86.Search in Google Scholar

LERNER, M., HABER, S. (2001). Performance Factors of Small Tourism Ventures: The Interface of Tourism, Entrepreneurship and the Environment, Journal of Business Venturing. Vol. 16, pp. 77-100. DOI: 10.1016/S0883-9026(99)00038-5.10.1016/S0883-9026(99)00038-5Search in Google Scholar

LEWIS, R. C., BOOMS, B. H. (1983). The marketing aspect of service quality. Emerging perspectives on services marketing. Chicago: American Marketing, pp. 99-107.Search in Google Scholar

LOSCOCCO, K. A.; LEICHT, K. T. (1993). Gender, Work-Family Linkages and Economic among Small Business Owners, Journal of Marriage and The Family. Vol. 5, pp. 875-887.Search in Google Scholar

LYNN W. P., CHANG D. R., BUZZELL, R. D. (1983). Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses. The Journal of Marketing, Vol. 47, No. 2, pp. 26-43.Search in Google Scholar

MACKAY, K. J., CROMPTON, J. L. (1990). Measuring the quality of recreation services. Journal of Park and Recreation Administration. Vol. 8, No. 3, pp. 47-56.Search in Google Scholar

MADU, C. N., KUEI C. H., JACOB, R. A. (1996). An empirical assessment of the influence of quality dimensions on organizational performance. International Journal of Production Research. Vol. 34, No. 7, pp. 1943-1962.10.1080/00207549608905006Search in Google Scholar

MAIGA, A. S., JACOBS, F. A. (2005). Antecedents and Consequences of Quality Performance. Behavioral Research in Accounting. Vol. 17, pp. 111-131.10.2308/bria.2005.17.1.111Search in Google Scholar

MAISTER, D. H. (2001). Practice what you preach: What managers must do to create a high achievement culture. The free press. New York. London. Toronto. Sydney. Singapure. ISBN. 0-7432-1592-3.Search in Google Scholar

MILLER, A., WILLSON B., ADAMS M. (1988). Financial Performance Patterns of New Corporate Ventures: An Alternative to Traditional Measures, Journal of Business Venturing. Vol. 3, No. 4, pp. 287-299.Search in Google Scholar

MOHR, J., SPEKMAN, R. (1994). Characteristics of Partnership Succes: Partnership Attributes, Communication Behavior and Conflict Resolution Techniques, Strategic Management Journal. Vol. 15, pp. 135-152.Search in Google Scholar

MORRISON, A., TEIXERA, R. (2004). Small business performance: a tourism sector focus. Journal of Small Business and Enterprise Development, Vol. 11 Iss: 2, pp.166-173, DOI: 10.1108/14626000410537100.10.1108/14626000410537100Search in Google Scholar

MONROE, K. B., KRISHNAN, R. (1983). The effect of price on subjective product evaluations. Blackburg: Virginia polytechnic institute, working paper.Search in Google Scholar

NAMKUNG Y., JANG, S. (2008). Are highly satisfied restaurant customers really different? A quality perception perspective. International Journal of Contemporary Hospitality Management. Vol. 20, No. 2, pp. 142-155, DOI: 10.1108/09596110810852131.10.1108/09596110810852131Search in Google Scholar

NILSSON L., JOHNSON, M. D., GUSTAFSSON, A. (2001). The impact of quality practices on customer satisfaction and business results: product versus services organizations. Journal of Quality Management, Vol. 6, No. 1, pp. 5-27.10.1016/S1084-8568(01)00026-8Search in Google Scholar

OFRREL, P. (1986). The Nature of New Firms in Ireland: Empirical Evidence and Policy Implications, New Firms and Regional Development in Europe, London: Croom Helm, pp. 151-183.Search in Google Scholar

Official pages iso.org. International organization for standardization, Retrieved June 1, 2010 from http://www.iso.org/iso/home.htmlSearch in Google Scholar

Official pages John stark associates. Retrieved June 1, 2010, from http://www.johnstark.com/fwtqm.htmlSearch in Google Scholar

Official pages mpo.cz. Finanční analýzy podnikové sféry průmyslu a stavebnictví v příslušných letech, Retrieved June 1, 2010, from http://www.mpo.cz/cz/ministr-a-ministerstvo/analyticke-materialy/Search in Google Scholar

Official pages npj.cz. Informace o Národním systému kvality služeb v cestovním ruchu, Retrieved June 1, 2010, from http://www.npj.cz/soubory/dokumenty/informace-o-narodnim-systemu-kvality-sluzeb-v-cr-doc1269958794.docSearch in Google Scholar

Official pages unwto.org. Improving Competitiveness, Retrieved March 31, 2010, from http://www.unwto.org/quality/index.phpSearch in Google Scholar

ORSER, B. J., HOGARTH-SCOTT, S., RIDING, A. L. (2000). Performance, Firm Size and Management Problem Solving, Journal of Small Business Management. Vol. 38, No. 4, pp. 42-58.Search in Google Scholar

PARASURAMAN A., ZEITHAML V. A., BERRY L. L. (1988). SERVQUAL: a multiple item scale for measuring customer perceptions of service quality. Journal of Retailing. Vol. 64, No. 1, pp. 12-40.Search in Google Scholar

PARASURAMAN, A., ZEITHAML, V. (2006). Understanding and Improving Service Quality: A Literature Review and Research Agenda. In WEITZ, B., WENSLEY, R. (Ed.), Handbook of Marketing. London: Sage Publications.Search in Google Scholar

PARASURAMAN, A., ZEITHAML, V. A., BERRY, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing. Vol. 49, No. 4, pp. 41-50.10.1177/002224298504900403Search in Google Scholar

PARASURAMAN, A., ZEITHAML, V. A., BERRY, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. The Journal of Marketing. Vol. 58, No. 1, pp 111-124.10.1177/002224299405800109Search in Google Scholar

RICHARD, O. C. (2000). Racial Diversity, Business Strategy and Firm Performance: A ressource Based View. Academy of Management Journal. Vol. 43, No. 2, pp. 164-177.10.2307/1556374Search in Google Scholar

ROBINSON, P. B., SEXTON, E. A. (1994). The Effect of Education and Experience of Self-Employment Succes, Journal of Business Venturing. Vol. 9, No. 2, pp. 141-156.Search in Google Scholar

SANTOS-VIJANDE, M. L, ALVAREZ-GONZALES, L. I. (2007). TQM and firms performance: An EFQM excellence model research based survey. International Journal of Business Science and Applied Management. Vol. 2, No. 2.Search in Google Scholar

SEXTON, E. A.; ROBINSON P. B. (1989). The Economic and Demographic Determinants of Self Employment, Frontiers of Entrepreneurship Research, Babson College, pp. 28-42.Search in Google Scholar

SHEA, C., HOWELL, J. (1998). Organizational antecedents to the successful implementation of total quality management. Journal of Quality Management. Vol. 3, pp. 3-24. DOI: 10.1016/S1084-8568(99)80101-1.10.1016/S1084-8568(99)80101-1Search in Google Scholar

SMITH, N. R., BRACKER, J. S., MINER, J. B. (1987). Correlates of Firms and Entrepreneur Succes in Technologically Innovative Companies. Frontiers of Entrepreneurship Research: Babson Collage Press, pp. 57-71.Search in Google Scholar

SRINAVASAN R., WOO, C. Y., COOPER, A. C. (1994). Performance Determinants for Men and Female Entrepreneurs, Frontiers of Entrepreneurship Research, Babson College.Search in Google Scholar

SUBEDI, D., MAHESHWARI, S. (2007). Impact of total quality management (TQM) on profitability and efficiency of Baldridge award winners. Delhi Business Review X, Vol. 8, No. 1.Search in Google Scholar

TAKEUCHI, H., QUELCH, J. A. (1983). Quality is more than making a good product. Harvard business review. Vol. 61, pp. 139-145.Search in Google Scholar

TAYLOR, S. A., BAKER, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of retailing, Vol. 70, No. 2, 1994, pp. 163-178.10.1016/0022-4359(94)90013-2Search in Google Scholar

TAYLOR, W. A., WRIGHT, G. H. (2003). A longitudinal study of TQM implementation: factors influencing success and silure. Omega, Vol. 31, pp. 97-111.10.1016/S0305-0483(03)00017-3Search in Google Scholar

TERZIOVSKI, M., SAMSON, D. (1999). The link between total quality management practice and organizational performance. International Journal of Quality and Reliability Management, Vol. 1, No. 3, pp. 226-237, DOI: 10.1108/02656719910223728.10.1108/02656719910223728Search in Google Scholar

VAJČNEROVÁ, I., RYGLOVÁ, K. (2010). Approaches to the quality management in tourism services. Acta univ. agric. et silvic. Mendel. Brun. No. 6, pp. 607-612.Search in Google Scholar

WESTHEAD, P., WRIGHT, M. UCBASARAN, D. (2001). The Internationalization of New and Small Firms: A Resource-Based View, Journal of Business Venturing. Vol. 16, No. 4, pp. 333-358.Search in Google Scholar

WRUCK, K. H., JENSEN, M. C. (1994). Science, Specific Knowledge and Total Quality Management. Journal of Accounting and Economic. Vol. 18, No. 3, pp. 247-287.10.1016/0165-4101(94)90023-XSearch in Google Scholar

YORK, K. M., MIREE, C. E. (2004). Causation or covariation: an empirical reexamination of the link between TQM and financial performance. Journal of Operations Management. Vol. 22, pp. 291-311. DOI: 10.1016/j.jom.2004.02.001.10.1016/j.jom.2004.02.001Search in Google Scholar

ZEITHAML, V. A., PARASURAMAN, A., BERRY, L. (1990). Delivering Quality Service. New York: The Free Press.Search in Google Scholar