Abstract

GUTIERREZ-GALERA, Luis Humberto. Tourism quality systems in Costa Rica: Accessibility and challenges for its implementation in tourism enterprises and SMEs in the pandemic context. Espiga [online]. 2023, vol.22, n.45, pp.52-77. ISSN 2215-454X.  http://dx.doi.org/10.22458/re.v22i45.4633.

This study inquires about existing quality systems in Costa Rica and internationally, which can be implemented by tourism enterprises and micro, small, and medium-sized enterprises (SMEs) as a tool to ensure quality management in the tourism sector, at times when total quality constitutes a vital element of competitiveness, confidence and guarantee on sanitation measures in a pandemic context. From an exploratory approach, the systems, their requirements, implementation accessibility and the challenges that may exist are addressed, especially for those medium-sized and small companies most affected by the economic consequences generated by the COVID-19 pandemic and that wish or must implement these quality models in their business operation. The methodology was based on a careful review of scientific and academic literature on the subject studied, as support for the contextualization and determination of technical elements required for its applicability, as well as consultation with experts related to the research problem. The study visualizes the serious limitations and accessibility challenges faced by all those enterprises and SMEs with some degree of informality to access models of corresponding quality, exposing as an area of opportunity the need for alternatives, by the public and private sectors, which provide opportunities for these business units to improve their tourism product.

Keywords : Competitiveness; quality models; tourist service; tourist sustainability.

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