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Article
Publication date: 1 August 2003

Clara Martínez Fuentes, Francisco Balbastre Benavent, M.A. Escribá Moreno, T.F. González Cruz and M. Pardo del Val

Many organisations use the ISO 9000 series as a reference framework to establish their quality assurance system. In doing so, most of them overlook the process of interpreting and…

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Abstract

Many organisations use the ISO 9000 series as a reference framework to establish their quality assurance system. In doing so, most of them overlook the process of interpreting and adapting these standards to their own characteristics and capabilities. As a result, there is a misunderstanding with respect to the objectives of the standards. The correct implementation of the ISO 9000 series requires a preliminary analysis that facilitates the adaptation of them to the particular circumstances of a company. Therefore, this paper pays attention to the relationship existing between ISO 9000 implementation and the use of strategic diagnosis tools. The employment of such tools could be studied as an important facilitator for the ISO 9000 implementation process. However, this is not the aim of this research. Instead, the aim is threefold. First, the article analyses the use of strategic diagnosis tools by ISO 9000‐certified companies before and after the implementation process. Second, it examines how aspects relative to the management of processes, the organisational structure, and the relationship with suppliers and customers, are going to determine the quality approach resulting from the ISO 9000 implementation. Finally, the paper aims to analyse the influence of the development of strategic diagnosis activities, prior to the implementation, on the quality approach adopted by firms.

Details

International Journal of Quality & Reliability Management, vol. 20 no. 6
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 9 November 2012

Manuela Pardo‐del‐Val, Clara MartínezFuentes and Salvador Roig‐Dobón

This paper aims to deal with the influence of a participatory management style along a change process, specifically in seeking to analyze the effect of participative management…

11070

Abstract

Purpose

This paper aims to deal with the influence of a participatory management style along a change process, specifically in seeking to analyze the effect of participative management style on resistance to change and its effects on change performance.

Design/methodology/approach

After a revision of previous literature, an empirical research is presented to test the existence and signs of the relationships between participation and organizational change. To measure the main concepts, the authors have used scales and other measures already published and through a correlation analysis gain some insight into the relationships among variables.

Findings

Data suggest that participative management might be giving the members of the organization the necessary tools to question aspects that could endanger changes, thus considering participation as a knowledge broker that sheds light along the change process through the increase of resistance to change sources.

Research limitations/implications

The main limitation is the reduced sample, as well as the fact that answers are provided by a single respondent.

Practical implications

This research might help practitioners to look at resistance to change from a positive point of view, therefore, participation might be considered a tool to show potential weaknesses and help change agents to improve change outcomes.

Originality/value

The paper supports the literature that considers resistance to change positively. Moreover, it provides some hints as to what kind of sources of resistance to change are more important depending on the typology of the change itself.

Details

Management Decision, vol. 50 no. 10
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 1 March 2003

Manuela Pardo del Val and Clara Martínez Fuentes

This paper examines organizational change, focusing on the distinction of changes according to their scope and presenting a typology of evolutionary and strategic changes. It also…

49183

Abstract

This paper examines organizational change, focusing on the distinction of changes according to their scope and presenting a typology of evolutionary and strategic changes. It also offers an in‐depth study of resistance to change. Through empirical research, the paper analyzes the importance of the sources of resistance to change defined theoretically, and considers both types of changes. The article shows which sources of resistance differ most, according to the scope of change, offering hints about where organizations should pay special attention when initiating a change process.

Details

Management Decision, vol. 41 no. 2
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 1 August 1999

Clara Martínez Fuentes

Quality in the service sector has been extensively researched during the last years. The publication of a sequence of measurement tools has allowed homogenizing the study of this…

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Abstract

Quality in the service sector has been extensively researched during the last years. The publication of a sequence of measurement tools has allowed homogenizing the study of this issue. The object of the present work is to develop a methodological analysis for the use of the SERVQUAL measure scale in the Spanish public health sector. We analyse the reliability of this measure scale, its dimensionality, using comparison with other studies. Finally we consider the main criticism frequently made in the literature.

Details

Managing Service Quality: An International Journal, vol. 9 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 November 2000

Clara Martínez Fuentes, Francisco Balbastre Benavent, M. Angeles Escribá Moreno, Tomás González Cruz and Manuela Pardo del Val

Examines the literature relating to the implementation of quality assurance systems and then uses a questionnaire to a number of organisations and consultants to compare…

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Abstract

Examines the literature relating to the implementation of quality assurance systems and then uses a questionnaire to a number of organisations and consultants to compare “practice” with “theory”. Analyses the implementation process for quality assurance systems designed to meet the requirements of the ISO 9000 standard to identify the role of the different “actors” to find out which factors facilitate the implementation or make it more difficult. Suggests that the primary motivation for introducing ISO 9000 systems is to improve image and reputation rather than processes.

Details

Work Study, vol. 49 no. 6
Type: Research Article
ISSN: 0043-8022

Keywords

Content available
Article
Publication date: 9 November 2012

María Teresa Méndez Picazo

479

Abstract

Details

Management Decision, vol. 50 no. 10
Type: Research Article
ISSN: 0025-1747

Article
Publication date: 2 March 2023

Clara Cubillas-Para, Juan Gabriel Cegarra-Navarro and Eva Tomaseti-Solano

The intangible nature of tourism means that variables such as destination image (DIM) or intention to recommend (IR) are crucial for tourists, as they are reliable sources of…

Abstract

Purpose

The intangible nature of tourism means that variables such as destination image (DIM) or intention to recommend (IR) are crucial for tourists, as they are reliable sources of information. However, since these are dynamic variables, they have been affected by Covid-19 and need to be updated. Based on the above, the purpose of this study is to examine how the unlearning (UL) process helps tourists to become aware of the new situation, relinquish old habits and relearn, thus, influencing DIM and the IR destinations. Furthermore, the relationship between DIM and IR is analysed.

Design/methodology/approach

To analyse the proposed model, an empirical analysis was carried out through an online survey obtaining a valid sample of 457 Spanish domestic travellers. The data were analysed using partial least square structural equation modelling (PLS-SEM).

Findings

Results show a positive effect between the UL outcomes and IR a destination, as well as a mediator effect of DIM on this relationship.

Originality/value

To the best of the authors’ knowledge, this study analyses for the first time UL in the tourism sector as an individual process carried out by tourists and shows how it influences their decision-making process.

Objetivo

La naturaleza intangible del turismo hace que variables como la imagen del destino o la intención de recomendarlo sean decisivas para los turistas, al considerarlas fuentes de información fiables. Dado su carácter dinámico, estas variables se han visto afectadas por la pandemia del Covid-19 y necesitan ser actualizadas. En base a lo anterior, el objetivo de este estudio es analizar cómo el proceso de desaprendizaje ayuda a los turistas a ser conscientes de la nueva situación, a abandonar los viejos hábitos y a reaprender, influyendo así en la imagen del destino y en la intención de recomendarlos. Asimismo, se analiza la relación entre la imagen del destino y la intención de recomendarlo.

Metodología

Para analizar el modelo propuesto se llevó a cabo un estudio empírico basado en una encuesta online, obteniendo una muestra válida de 457 viajeros nacionales españoles. Los datos se han analizado mediante PLS-SEM.

Resultados

Los resultados del estudio muestran un efecto positivo entre los resultados del desaprendizaje y la intención de recomendar destinos, así como un efecto mediador de la imagen de destino en esta relación.

Originalidad

Este estudio analiza por primera vez el desaprendizaje en el sector turístico como un proceso individual llevado a cabo por turistas y muestra cómo influye en el proceso de toma de decisiones de estos.

Open Access
Article
Publication date: 31 March 2020

Eva Martin-Fuentes, Juan Pedro Mellinas and Eduardo Parra-Lopez

The purpose of this paper is to determine whether different scales and ways to collect reviews and ratings found on online travel agencies (OTAs) can affect hotels, and whether…

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Abstract

Purpose

The purpose of this paper is to determine whether different scales and ways to collect reviews and ratings found on online travel agencies (OTAs) can affect hotels, and whether hotels obtain the same or different evaluations.

Design/methodology/approach

Hotel ratings from five OTAs in four European markets were collected and compared in pairs. An initial comparison was made with the hotel scores of each OTA to show what a typical user would see. Then, a rescaled score (0-10) was used to compare all the OTA scales appropriately and to distinguish between what customers observe and what the reality is.

Findings

The results reveal that Booking.com that uses a scale (2.5-10) and Agoda with a scale (2-10) seem to give higher rating scores than Atrapalo (1-10), Travel Republic (0-10) and hotel reservation service (1-10). However, when the scores are rescaled (0-10), the worst ratings are found on Booking.com followed by Agoda.

Practical implications

OTAs should include, next to the scores, the scale used to rate hotels so as to provide users with better and clearer information. Moreover, rating questionnaires should match the verbal denominations with their numerical values to avoid biased ratings.

Social implications

OTAs and hotel managers are losing information provided by customers because customers are not aware of the scale when rating hotels. Moreover, hotel ratings are used by potential customers to obtain a clearer image of an establishment. However, if some hotels are being overrated by some scales, customers might have higher expectations, which may not be met.

Originality/value

The unique rating scales of Booking.com and Agoda provide additional insights into their hotel evaluations, which seem to be apparently higher when in fact they are not.

在线旅行评论评分量表及其对酒店得分和竞争力的影响

摘要

目的

这项研究旨在研究在线旅行社(OTA)上评论和评级的不同量表和方式是否会影响酒店获得的评估。

设计/方法/方法

本研究收集并比较了来自四个欧洲市场中五个OTA的酒店等级数据。研究首先对每个OTA的酒店得分进行了比较, 以显示一般用户会看到的内容。然后研究使用重新缩放的得分(0-10)来恰当地比较所有OTA的酒店等级, 并区分顾客观察到的内容和现实。

结果

结果显示, Booking.com使用的量表(2.5-10)和Agoda的量表(2-10), 似乎高于Atrapalo(1-10), Travel Republic(0-10)和 hotel reservation service (1-10)的评分。但是, 当分数重新调整为(0-10)时, 最差的评分是在Booking.com上, 其次是Agoda。

实际含义

OTA应在评分旁边注明用于对酒店进行评分的量表, 以便为用户提供更好, 更清晰的信息。此外, 评级问卷应使评价描述与其数值相匹配, 以避免评级出现偏差。

社会影响

OTA和酒店经理正在丢失客户所提供的信息, 因为客户在对酒店进行评级时并不了解其使用的量表。此外, 潜在客户使用酒店评级来获得更清晰的企业形象。但是, 如果某些酒店被某些网站的评级量表高估, 那么客户可能会有偏高的期望, 而这些期望可能无法被满足。

创意/价值

Booking.com和Agoda的独特评分等级标准为酒店提供了更多见解, 而实际上酒店的情况可能并非如此。

Las escalas de calificación de las opiniones de los viajes online y sus efectos en la valoración y competitividad de los hoteles.

Propósito

El objetivo de esta investigación es determinar si las diferentes escalas y formas de recopilar opiniones y valoraciones de las Agencias de Viajes Online (OTAs), pueden afectar a si los hoteles tienen las mismas o distintas calificaciones.

Diseño/metodología/enfoque

Las calificaciones de hoteles de cinco OTAs en cuatro mercados europeos, se recopilaron y compararon por pares. Se realizó una comparación inicial con las puntuaciones de los hoteles de cada OTA, para mostrar lo que vería un usuario típico. Luego, se utilizó una puntuación de reescalado (0-10), para comparar todas las escalas de las OTAs de manera apropiada y así poder diferenciar entre lo que los clientes observan y lo que es en realidad.

Resultados

Los resultados revelan que Booking.com, que utiliza una escala (2.5-10) y Agoda con una escala (2-10), parecen puntuar con calificaciones más altas que Atrapalo (1-10), Travel Republic (0-10) y hotel reservation service (1-10). Sin embargo, cuando se vuelven a escalar las puntuaciones (0-10), las peores calificaciones se encuentran en Booking.com, seguida de Agoda.

Implicaciones prácticas

Las OTAs deben incluir, junto a las puntuaciones, la escala utilizada para calificar los hoteles a fin de proporcionar a los usuarios una información mayor y más clara. Además, los cuestionarios de calificación deben hacer coincidir las denominaciones verbales con sus valores numéricos para evitar calificaciones sesgadas.

Implicaciones sociales

Por un lado las OTAs y los gerentes de hoteles, están perdiendo información proporcionada por los clientes, porque los clientes no son conscientes del tipo de escala utilizada cuando califican los hoteles. Por otro lado, los clientes potenciales utilizan las calificaciones de los hoteles para obtener una imagen más clara de un establecimiento. Por lo que en muchos casos, los clientes pueden tener expectativas más altas, que pueden no cumplirse, si los hoteles están siendo sobrevalorados por algunas escalas.

Originalidad/valor

Las escalas de calificación únicas de Booking.com y Agoda, brindan información adicional sobre las evaluaciones de sus hoteles que parecen ser aparentemente más altas cuando en realidad no lo son.

Article
Publication date: 5 March 2018

Enrique Ogliastri, Carlos Pombo and Elvira Salgado

The purpose of this paper is to introduce the anniversary issue marking 30 years of academic publication.

Abstract

Purpose

The purpose of this paper is to introduce the anniversary issue marking 30 years of academic publication.

Design/methodology/approach

This anniversary issue contains 12 articles from 11 countries and 17 academic institutions which present literature reviews, meta-analyses, and novel studies. It also contains testimonials about the history of the journal from Enrique Ogliastri (Editor and/or Director between 1998 and 2018), Elvira Salgado (Editor between 2002 and 2013), and Carlos Pombo (Chief Editor, 2013 to the present).

Findings

The history of the journal may be divided into five stages: first, the foundation at the Universidad de Chile (1988-1998); second, the move to the Universidad de los Andes (Bogotá) and the preparation of a proposal to the Institute of Scientific Information (ISI) for inclusion among the scientific journals of the world (1999-2004); third, a period of consolidation in Latin America (2004-2007); fourth, the acceptance of the journal in ISI and the development of an electronic platform with free access to the journal (2008-2013); and fifth, the entry of the Emerald group as editorial partner (2013-2018).

Originality/value

The 12 articles present literature reviews, meta-analyzes, and novel studies.

Propósito

El propósito de este editorial es presentar el tema del aniversario.

Diseño/metodología/enfoque

Se publican doce artículos provenientes de once países y 17 instituciones académicas. Se presentan los testimonios de Enrique Ogliastri (editor y/o director entre 1998 y 2018), Elvira Salgado (Editora entre 2002 y 2013), y Carlos Pombo (jefe editorial 2013-2018).

Hallazgos

Se publican doce artículos provenientes de once países y 17 instituciones académicas. Se presentan los testimonios de Enrique Ogliastri (editor y/o director entre 1998 y 2018), Elvira Salgado (Editora entre 2002 y 2013), y Carlos Pombo (jefe editorial 2013-2018). La historia de la revista de CLADEA se podría dividir en cinco etapas: la fundación en la Universidad de Chile (1988-1998); pasó a cargo de la Universidad de los Andes (Bogotá), un período de puesta a punto para presentar al Institute of Scientific Information (ISI) la solicitud de ser analizada e incluida entre las revistas científicas del mundo (1999-2004); el período de consolidación en América Latina (2004-2007); la aceptación en ISI y el desarrollo de una plataforma electrónica de acceso libre a la revista (2008-2013); y el ingreso del grupo Emerald como socio editorial (2013-2018).

Originalidad/valor

Los 12 artículos presentan revisiones de literatura, metanálisis y estudios novedosos

Article
Publication date: 27 May 2014

María Consuelo Pucheta‐Martínez and Cristina Narro‐Forés

The purpose of this paper is to analyze if the composition and activity of the appointment and remuneration committee have a significant effect in the remunerations of the members…

Abstract

Purpose

The purpose of this paper is to analyze if the composition and activity of the appointment and remuneration committee have a significant effect in the remunerations of the members of the board of directors.

Design/methodology/approach

To achieve the paper's objective the authors proposed four hypotheses in order to analyze the repercussions of independent, institutional and executive directors in the Appointment and Retribution Committee (ARC) and its activity in the directors’ remunerations.

Findings

The results put into evidence that the composition (independent, institutional and executive members) of the ARC is not associated with the variation of the directors remuneration mean, while the activity of the ARC influences positively this remuneration mean, contrary to what was expected.

Originality/value

The ARC in Spain is not effective in fixating the directors’ remunerations.

Propósito

El objetivo de este artículo es analizar si la configuración y actividad de las comisiones de nombramientos y remuneraciones (CNR) tienen un efecto significativo en las remuneraciones de los miembros del consejo de administración.

Diseño/metodología/enfoque

Para alcanzar el objetivo del artículo hemos planteado cuatro hipótesis con la finalidad de analizar la repercusión de los consejeros independientes, dominicales y ejecutivos de las CNR y la actividad de las mismas en las remuneraciones de los consejeros.

Hallazgos

Los resultados ponen de manifiesto que la composición (miembros independientes, dominicales y ejecutivos) de las CNR no se asocian con la variación de las remuneraciones medias de los consejeros, mientras que la actividad de las CNR influye de manera positiva, contrario a lo pronosticado, en las variaciones de las retribuciones medias de los consejeros.

Originalidad/valor

Las CNR en España no son efectivas en la fijación de las retribuciones de los consejeros.

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