TY - GEN
T1 - Viable systems model and quality of hospitality services
AU - Briones-Juarez, Abraham
AU - Tejeida-Padilla, Ricardo
AU - Badillo-Piña, Isaías
AU - Morales-Matamoros, Oswaldo
PY - 2010
Y1 - 2010
N2 - 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.
AB - 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.
KW - Hospitality
KW - Quality service
KW - Viable systems model
UR - http://www.scopus.com/inward/record.url?scp=84865623609&partnerID=8YFLogxK
M3 - Contribución a la conferencia
AN - SCOPUS:84865623609
SN - 9781617820618
T3 - 54th Annual Conference of the International Society for the Systems Sciences 2010: Governance for a Resilient Planet
SP - 304
EP - 320
BT - 54th Annual Conference of the International Society for the Systems Sciences 2010
T2 - 54th Annual Conference of the International Society for the Systems Sciences 2010: Governance for a Resilient Planet
Y2 - 18 July 2010 through 23 July 2010
ER -