Viable systems model and quality of hospitality services

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

This paper discusses the design of a model for service quality in hospitality concepts and proposals using the Viable System Model (VSM) of S, Beer. The object of study is a human activity system whose complexity must be addressed through systemic methods. The study identifies the elements to be considered for a system design approach (with emphasis on quality of service) through the establishment of internal and external environments that integrate it. Through the analysis it is determined that the hotels can function as viable systems, ie may be able to absorb the complexity through the generation of internal tools to manage it.

Original languageEnglish
Title of host publication54th Annual Conference of the International Society for the Systems Sciences 2010
Subtitle of host publicationGovernance for a Resilient Planet
Pages304-320
Number of pages17
StatePublished - 2010
Event54th Annual Conference of the International Society for the Systems Sciences 2010: Governance for a Resilient Planet - Waterloo, ON, Canada
Duration: 18 Jul 201023 Jul 2010

Publication series

Name54th Annual Conference of the International Society for the Systems Sciences 2010: Governance for a Resilient Planet

Conference

Conference54th Annual Conference of the International Society for the Systems Sciences 2010: Governance for a Resilient Planet
Country/TerritoryCanada
CityWaterloo, ON
Period18/07/1023/07/10

Keywords

  • Hospitality
  • Quality service
  • Viable systems model

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