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This study aims to provide a critical reflection research that was carried out to understand more fully how employee turnover has been critical to hotel management’s strategies for constructing a better workplace. Human resources decisions need to be made carefully based on a clear grasp of their effects on hotels and their staff.

A critical review was conducted with a sample of 160 academic papers that reported findings on staff turnover intentions in hotels.

The results include a concept map that highlights the two main dimensions found by researchers: hotel staff turnover consequences (i.e. customer satisfaction and financial performance) and antecedents (i.e. individual, job-related, relationship, organisational and opportunities).

The findings underline that staff retention strategies need to focus on managing job-related, organisational and relationship variables as hotel managers have little influence on individual and job opportunity factors.

This study examined 20 years of research summarised in an up-to-date conceptual map. The findings have cross-disciplinary implications.

Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze the impact of structural empowerment (SE) and psychological empowerment (PE) on customer satisfaction (CS) through employee job satisfaction (JS) at a call center in Portugal.

Data were collected by means of a survey handed over personally to 267 employees at the call center of a telecommunication company. This was then linked to their respective net promoter score (CS) provided by the call center. Confirmatory factor analysis and structural equation modeling were used as analytical tools.

SE affects PE, and both have a positive impact on JS. Empowerment impacts CS: SE positively affects CS mediated by PE; and PE affects CS mediated by JS.

This study emphasizes the importance of the use of organizational practices of SE in call centers to achieve two important organizational outcomes: employee JS and CS.

This study tests a process model involving two domains, HRM (employee side) and service delivery (customer side), which are traditionally dealt with separately in the context of call centers. This helps to understand how HRM polices are connected to CS. Although some of these relationships have been studied separately in different contexts, the research offers a strong methodological design by linking employee perceptions of empowerment with data provided by the firm on CS.

O setor dos call centers é grande e está em crescimento em todo o mundo, enfrentando importantes desafios de Gestão de Recursos Humanos (GRH) e de Serviços. O objetivo principal deste estudo é analisar o impacto do empoderamento estrutural (EE) e do empoderamento psicológico (EP) na satisfação do cliente (SC) através da satisfação no trabalho (ST) dos colaboradores de um call center em Portugal.

Os dados foram recolhidos por meio de um questionário entregue pessoalmente a 267 funcionários do call center de uma empresa de telecomunicações. Esses dados foram ligados aos dados fornecidos pela empresa em relação à satisfação do cliente para cada colaborador, utilizando o net promoter score. A análise fatorial confirmatória e a modelagem de equações estruturais foram utilizadas como ferramentas analíticas.

O EE afeta o EP e ambos têm um impacto positivo na ST. O empoderamento impacta a SC: i) o EE afeta positivamente a SC mediada por o EP; ii) o EP afeta a SC mediado pela ST.

Este estudo enfatiza a importância do uso de práticas organizacionais de EE em call centers para atingir dois resultados organizacionais importantes: a ST do funcionário e a SC.

Este estudo testa um modelo processual envolvendo dois domínios, a gestão de recursos humanos (lado do funcionário) e a entrega de serviços (lado do cliente) no contexto de call centers, que tradicionalmente são tratados separadamente. O estudo ajuda a entender como as políticas de GRH estão conectadas à SC. Embora algumas dessas relações tenham sido estudadas separadamente em diferentes contextos, a pesquisa oferece um forte desenho metodológico ao vincular as perceções dos funcionários sobre o empoderamento com os dados fornecidos pela empresa sobre a satisfação do cliente.

El sector de los centros de llamadas es grande y está creciendo en todo el mundo, y se enfrenta a importantes desafíos de gestión de recursos humanos y servicios. El objetivo principal de este estudio es analizar el impacto del empoderamiento estructural (EE) y el empoderamiento psicológico (EP) en la satisfacción del cliente (SC) a través de la satisfacción laboral (SL) de los empleados de un centro de llamadas en Portugal.

Los datos fueron recolectados mediante una encuesta entregada personalmente a 267 empleados en el centro de llamadas de una empresa de telecomunicaciones. Estos datos se vincularon a los datos proporcionados por la empresa en relación con la satisfacción del cliente de cada empleado, utilizando el net promotor score. El análisis factorial confirmatoria y el modelado de ecuaciones estructurales se utilizaron como herramientas analíticas.

El EE afecta el EP y ambas tienen un impacto positivo en la SL. El empoderamiento impacta el SC: i) EE afecta positivamente el SC mediado por el EP; ii) El EP afecta a la SC mediada por la SL.

Este estudio enfatiza la importancia de utilizar prácticas organizacionales de EE en los centros de llamadas para lograr dos importantes resultados organizacionales: la SL del empleado y la SC.

Este estudio prueba un modelo de proceso que involucra dos dominios, la gestión de recursos humanos (lado del empleado) y la prestación de servicios (lado del cliente) en el contexto de los centros de llamadas, que tradicionalmente se tratan por separado. El estudio ayuda a comprender cómo las políticas de recursos humanos están conectadas a SC. Aunque algunas de estas relaciones se han estudiado por separado en diferentes contextos, la investigación ofrece un sólido diseño metodológico al vincular las percepciones de empoderamiento de los empleados con los datos proporcionados por la empresa sobre la satisfacción del cliente.

The purpose of this study sought to identify the main themes linked with wine hotel experiences, based on tourists’ narratives shared online, and to investigate whether these narratives vary according to traveler type.

Content analysis was carried out on 4,114 online reviews of 52 wine hotels located in 27 wine regions across 11 nations in both the Old and New World.

The analysis of these web reviews revealed that narratives can be grouped under 11 themes organized into 7 main dimensions as follows: wine, lodging (i.e. hotel, area and room), food service (i.e. restaurant and breakfast), scenery (i.e. views and vineyards), staff, transportation and recommendation. The main narratives vary according to traveler type.

Improving the present understanding of wine tourists’ experiences should help wine hotel managers find new approaches to enhancing visitors’ satisfaction. As the dimensions of wine tourism experiences shared online vary according to traveler type, wine managers can design their offer to target families, couples, friends, solo and corporate clients.

Prior research has identified the need for market segmentation in the wine tourism industry. This research addresses this need by specifying the wine tourism experience according to traveler type. The breadth of the data, and the method of using travelers’ own testimony as opposed to more common surveying are additional contributions for both academics and managers.

The purpose of this study is to systematically examine and compare the growth of halal tourism and hospitality in OIC and non-OIC countries based on published literature.

A critical systematic review of 154 academic papers published in the last decade involving halal tourism in OIC and non-OIC countries constituted the sample for this study. The study uses an integrated antecedents, decisions and outcomes and theories, contexts and methods framework, and a coding protocol based on the preferred reporting items for systematic reviews and meta-analyses.

Halal tourism is not developed in non-OIC countries where Islam does not predominate, which represents an opportunity for many countries to incorporate new trends in their tourism offerings. This research increases awareness of non-OIC destinations to welcome a growing halal tourism market, enabling them to foster innovation to meet new demands for Muslim travelers.

This study is different as we compare the pertinent needs that are based on religion in various geographical locations while focusing on tourism and hospitality research in Islamic and non-Islamic nations.

The purpose of this paper is to empirically test the relations among different knowledge management (KM) factors, such as human capital (HC), processes and information systems (IS) on organizational sustainable competitive advantage (CA), within the SMEs context.

Structured questionnaires were distributed to CEOs and managers of Portuguese organizations through an electronic survey. Partial least squares software was utilized to analyze the data.

The measurement model results identify and validate the dimensions of HC, processes and IS representing the KM construct. The structural model results demonstrate that HC and processes have a direct and significant impact on organizational CA, on the customer and financial dimensions, respectively. IS indirectly and significantly influence organizational CA, mediated by HC and processes.

The sample size includes mostly service business and SMEs. Other organizations sectors, such as industry, should be analyzed in order to develop a comparative cross-sectorial study.

This study establishes suggestions for managers to make legitimate decisions concerning investments on knowledge assets and organizational capabilities that can foster business growth and sustainable CA within a SMEs context.

The authors propose a mediation mechanism showing that the relationship between IS and sustainable CA is not direct, but it is mediated by HC and processes. This mechanism points out some critical issues for the strategic knowledge and intellectual capital assets, as a source of organizational CA.

This study proposes a model to analyze the relationship between leadership, intellectual capital (human, structural, and relational), and their contribution to economic renewal. The study contributes to the literature and higher education institution (HEI) management, by examining empirically and in greater depth, the antecedents and determinants of this problem. This study applies variance-based structural equation modeling, using partial least square on a sample of 195 academics from 52 countries. The results show that leadership has a positive and direct impact on human, structural, and relational capital, and that human capital has positive and direct impact on the structural and relational capital of the studied HEIs. Hence, we found that only the structural and relational capital of the HEIs have positive and direct impact on the contribution to economic renewal.

The purpose of this paper is to propose a model to evaluate the degree of intellectual capital (IC) maturity into organizations.

This is a qualitative, applied research designed as an exploratory and descriptive investigation. It employs a case study to apply the intellectual capital maturity model, which is developed from the literature review. The Proknow-C method of systematic literature review is the procedure adopted for the literature review in Scopus, Science Direct and Web of Science databases. In total, 21 IC constructs were derived from such review and assessed by 18 reviewers (judges).

In the scientific literature, IC is mainly viewed as a resource or set of resources an organization for the creation of competitive advantage and value. Using the information gathered about different views on IC, this study proposes a construction of the theoretical model, based on the models of the capability maturity model–Software Engineering Institute and Asian Productivity Organization–Knowledge Management, the management model and the application protocol.

This research offers view on the nature of the concept of IC showing (IC) as a business asset through maturity scale. The analysis of the concept of IC is focused at organizational and dimensional levels.

This study contributes to the further development of the concept of IC regarding its measurement in organizations through the maturity scale.

We explore the relationship between the balanced scorecard (BSC) and neo-bureaucracy by investigating whether the operationalization of the BSC incorporates “neo-bureaucratic” ideas and whether the BSC implemented in a Portuguese Local Health Unit (LHU) demonstrates a neo-bureaucratic approach.

We conduct semi-structured interviews with LHU staff and analyse documents to assess whether features of bureaucratic organization were evident in the use of a BSC by the LHU.

We found nine bureaucratic features evident in the LHU's BSC. These were systematization, rationality, authority, jurisdiction, professional qualification, knowledge, discipline, transparency and accountability. The BSC used at the LHU demonstrated a neo-bureaucratic approach.

Our study helps to demystify bureaucracy and overcome prevailing prejudices regarding some of its principles. Health care managers should recognize and endorse neo-bureaucratic principles in developing a BSC. They should recognize the BSC as involving a neo-bureaucratic approach. The BSC is a valuable management tool that hospital managers should find useful in fostering flexibility, collaboration, innovation and adaptation – all of which should help lead to improved healthcare outcomes.

The purpose of this paper is to address the relations between religiosity and mental health (MH) among the immigrants living in Brasília, as per the perceptions of MH service professionals.

It is grounded in empirical qualitative research based on semi-structured interviews with 12 professionals – six psychiatrists and six psychologists working in MH services throughout Brasília. The experiences and perceptions of these professionals were analysed in the light of phenomenological assumptions, and temporally situated in the historical context of the construction of Brazil’s capital city.

Results show that these professionals recognize the importance of immigrant support services paying attention to issues of religiosity connected to those of MH, in spite of never having received training on the theme in their qualification course work. They are critical of the oppressive aspects of some religions, but recognize the predominance of positive effects of religiosity.

Albeit exploratory by nature, and with a limited number of study subjects, the study opens the way for more in-depth investigations of this rarely addressed MH issue and recommends its application to greater numbers of professionals and other contexts.

The results can contribute to the MH policy decision-making processes for the immigrant population in Brasília and also for training the professionals working in providing care for this population.

To contribute to the development of a new MH model in which professionals can adopt a more open posture in regard to the traditional pathologizing models used to address the question of religious phenomena.

Albeit exploratory in nature, this study makes a contribution by opening the way for the issue of religiosity and its impacts on MH to become the object of more in-depth investigations conducted from a multidisciplinary and interdisciplinary perspective, targeting greater numbers of MH professionals and extended to other internal and external migratory contexts.

The study aims to improve the understanding of the online sustainability disclosure phenomena considering the quantity and nature of the content of the information related to sustainability disclosed in the corporate website of companies, providing evidence about the website sustainability disclosure of different size companies and characterizing the website sustainability disclosure of the Portuguese mold companies.

A content analysis methodology was used to the corporate websites of 83 companies in the sample. A direct approach was followed where the researcher is asked to read and classify the text in a previously defined category, but where the possibility of identifying new categories from the collected data is not excluded.

The information on sustainability disclosed by the mold companies is limited, whether in quantity or concerning the type of information. The information disclosed about environmental and social aspects is scarcer, being the focus more on aspects related to the economic dimension of sustainability, particularly in the areas related to products and services and customers.

The research design can be broadened to include other sustainability dissemination tools and other research methodologies, such as case studies, to provide a deeper understanding of the concerns and initiatives/practices of sustainability of mold companies.

This study contributes to the knowledge of sustainability dissemination practices in SMEs, an area of research that needs to be more explored and, in an industrial sector (molds) that have not received much attention in this area.

Based on the premise of the importance of corporate sustainability communication, the study focuses on the Internet as an information dissemination tool. It provides indications on the theme and information type that can be used to report the company's sustainability.