While the tourism industry generally rejects ISO 9000 as a standard irrelevant for this sector, the article aims to assess potential impacts of ISO 9000 accreditation upon the performance of small tourism enterprises (STEs). Limited research within this area encouraged the use of primary research techniques for collecting the relevant data. Due to an insufficient number of STEs fulfilling the sampling criteria, a case study approach was adopted with Westons Cider constituting its subject. The research revealed that ISO 9000 significantly contributed to the improved performance of this company. The benefits and advantages of the ISO 9000 system depend, however, on the age of the system and are subject to a company's conformance to critical success factors. The study also uncovered that the usefulness of ISO 9000 needs to be assessed against the particular situation of an individual company rather than against the sector to which a company belongs.
This chapter investigates the ways in which UK small and medium-sized tourism enterprises (tourism SMEs) convert their resource base into distinct capability platforms that give them a competitive advantage and enable them to grow. The types of growth-enabling capabilities within this sector are also discussed. The factors constraining growth as well as the factors that contribute towards the growth of tourism SMEs are identified. A dynamic McKinsey Consultants' model that seek to analyse growth over differing time horizons in relation to capability platforms that underpin each growth at each stage of the firm's development, is deployed in this study as an analytical framework. Three case studies of UK tourism SMEs reveal that each firm has achieved a sustained capability-based growth. In each case, this growth has been incremental and underpinned by the development of leverage capabilities specific to the circumstances of the particular firm at a particular time. Despite a great similarity of these firms' resources and partial similarity of foundation capabilities, most of the leverage capabilities have varied from firm to firm.
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