Revisión Sistemática de Literatura sobre los desafíos que enfrentan los hoteles para cumplir los requisitos de la norma ISO 9001:2015 en el proceso de certificación

Abstract

This study presents a Systematic Literature Review (SLR) on the challenges hotels face in meeting the requirements of the ISO 9001:2015 standard during the certification process, using the PRISMA protocol. The analysis was based on a final selection of ten scientific articles obtained from academic databases such as Scopus and Dimensions. The main objective was to analyze the challenges hotels face in meeting the requirements of the ISO 9001:2015 standard for certification, focusing on hotels in the 3- to 5-star categories. The main challenges identified were resistance to change, lack of training, excessive documentation, and cost as key factors. As a result of these barriers, establishments are often forced to abandon the certification process and opt for more viable alternatives. Finally, gaps in the research were identified, such as a scarcity of specific studies on the hotel sector regarding the standard, a lack of field research and practical guides, a need for more descriptive and in-depth studies, and the need for future analyses focused on operational staff. Thus, this study compiles existing research on the topic and establishes a theoretical foundation for future investigations.