VIABLE SYSTEMS MODEL AND QUALITY OF HOSPITALITY SERVICES

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.