Fonte: Turismo y Sociedad; Vol. 33 (2023): Julio-Diciembre; 49-72
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Resumo: The innovation of administrative processes responds to one of the challenges of community tourism companies for the conciliation between community organization and business operation. The objective of this study is to analyze the process of implementing a quality management system (QMS) in Ecotur Yahuiche S.P.R. by R.I. from a community governance and intercultural approach. The participatory action research methodology and participant observation were used in a transversal way in the application of the PDCA method (Deming cycle) to implement the QMS and adapt the ISO 9001-2008 standard to the characteristics of governance and interculturality. The results show that Ecotur Yahuiche strengthened the provision of ecotourism services with the implementation of the SGC, while upholding community values and visitor-host interculturality.
