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The purpose of this paper is to analyze the perceived quality of service by guests in the reopening process during the COVID-19 pandemic.

The authors analyzed 1,679 TripAdvisor reviews from 2019 and 2020 that were written for hotels in Gran Canaria, Spain. The authors compared the average rating for 2019 and 2020 and the authors performed a content analysis of the reviews.

Guests perceived the quality of their stay to be worse during 2020, especially regarding food and beverage and staff behavior. The only service quality dimension that showed an improvement was related to open-air hotel installations.

The authors only analyzed reviews in one language. The authors were not able to determine if the lower ratings in 2020 were due to the way in which they perceived the quality of service or to the fact that the quality of service was objectively worse.

This paper contributes to theory development in the field of hospitality management by providing new insights into how external events can influence hotel services and guests’ perceptions. This research shows how a health crisis that is external to the tourism industry has caused an impact on hotel staff management and on how hotel staff behavior is perceived. However, it is also possible that regardless of anything managers do, the rating that a guest awards a hotel will be lower than it would have been before the pandemic.

The aim of this paper is to analyze the role of information technology (IT) in the performance of front office employees in hotels. This is done by testing and analyzing up to what level the task performance content of receptionists depends on IT and by testing and analyzing up to what level the contents of the service encounters in which they participate depend on IT.

This paper includes in-depth interviews with 30 receptionists, using the job task performance model and the critical incident technique in the service encounter model.

IT takes part heavily in the task performance of front office workers, who rely on IT to get their job done. On the other hand, in service encounters, the value of the human presence is still high, and in most critical incidents, IT do not participate.

The sample was located in the same destination with only two types of hotels.

The dependence of front office employees with IT is so high that some of the receptionists could be substituted by IT in the near future. However, human participation in satisfactory critical incidents is very high.

Receptionists should get ready and trained taking into account that the value they provide is higher in tasks that are both not routine and in which face-to-face interactions take place.

Usually, front office employees are managed with human resources view, without taking into consideration specifically how IT has spread into the hospitality industry.

The purpose of this paper is to analyze whether offering free Wi‐Fi improves hotels' online ratings, which are considered a measure of customer satisfaction.

Empirical research was conducted using the salient features of downloaded reviews (e.g. dates and types of travelers) of 26,439 hotels in 200 destinations.

It was found that offering free Wi‐Fi helps hotels improve their ratings by up to 8 percent. Business centers and room service are irrelevant to customers. Allowing pets can improve ratings by up to 1 percent. Business hotels clients are systematically more dissatisfied than those who stay at non‐business hotels.

The quality of the Wi‐Fi offered (e.g. its speed, ease of use, and areas of availability) was not measured. It would also be interesting to perform further analyses based on the profiles of the reviewers.

Hotels must offer free Wi‐Fi and should consider information and communication technologies as a way to improve customer satisfaction.

The number of hotels studied guarantees accurate results. The study provides a clear measurement of the improvement that can be achieved by offering a specific amenity and assesses the relative significance of other hotel amenities (i.e. business centers, room service).

The purpose of this paper is to analyze the consequences of an unexplored and real worker behavior on the internet (worker electronic word of mouth (weWOM)) for human resource image, as well as to analyze its impact on job seekers and employee’s intentions and attitudes.

The research objectives were tested through a web-based experiment based on real weWOM. Through a self-selected sample procedure, 238 individuals were exposed to three types of weWOM: positive, negative, and intermediate.

Depending on the kind of weWOM people see on the internet, perceived HR image changes. Positive, intermediate, and negative weWOM produce different behavioral intentions with respect to different recruiting aspects. weWOM also influences two important employee attitudes and resulted more credible than firms’ recognitions.

The sample is a convenience one. Since managers may be reluctant to admit weWOM’s credibility the relationship between weWOM and other employees’ attitudes data should be analyzed.

weWOM may constitute an indicator for anticipating applicants’ key behavior (intention to apply, intention to recommend a company, and compensation demands). In order to stimulate it companies should generate relevant information about the most common categories of weWOM and place it on the employer review websites. Additionally, if weWOM is positive it can be used to create a positive external constructed image among the staff.

weWOM is a current phenomenon without information about its implications. Most of the websites that host it are free accessible. This research offers specific data about how people react to it.

Employer review websites are probably the preferred channels to express work-related WOM. Nevertheless the current spread of the internet only one study has been conducted about it. This research fits in the current social media age and sheds new information about this kind of communication. The findings contribute to strengthen the theory about how organizational image is built showing that WOM and social media exposure are significant determinants of two types of organizational images. Also we contribute to the theory about recruitment showing detailed information regarding what may occurs during the first phases of this practice.

Employee satisfaction appears in any discussion about how employees can contribute to organizational performance. The purpose of this paper is to test the relationship between employee satisfaction and organizational performance; this later measured with three firm-level performance outcomes (return over assets, operating margin, and revenue per employee).

At different times and from two independent sources the authors obtained firms’ data about worker attitudes and financial and productivity performance, respectively. The analyzed sample of 475 firms is the biggest among the studies that analyze performance and employee satisfaction at the firm level. The impact of employee satisfaction over firm performance was assessed.

Overall satisfaction and satisfaction with senior leadership, compensation, and work/life balance, respectively impact firm performance.

The ratings come from both employees and ex-employees and the individual characteristics were unknown. Additionally as an internet-based sample there has been a lack of control over the individuals’ response process.

Managers have evidence about the importance of their employees’ satisfaction on firm performance, and on how the facets involved on worker satisfaction impact the performance.

Employer review web sites are increasing their popularity. However, unlike the marketing field with consumers HR area has not taken advantage of this trend. The found results may contribute to highlight the importance of this kind of data.

Hitherto there is only one empirical evidence about the positive role of worker satisfaction in objective and financial firm level performance. That was based in best-firms type data. The current study draws in a big sample independent of this kind of rankings. Additionally, the job facet satisfaction conceptualization considered demonstrates the usefulness of this way to understand the employee satisfaction.

ICTs play a key role in the tourism sector, influencing the labor context among other things. Hence, the purpose of this study: a review of the literature in which the topics of tourism, ICTs and human resources converge through an analysis of the articles published in the relevant journals, which are included in the Web of Science.

The 60 articles analyzed – published over a period of 31 years – were studied according to several criteria such as research methodology, statistical techniques used, topics dealt with, technologies addressed, authors and countries.

The topics under study were divided into four broad areas – technology and employees, technology and HR processes, technology and results and technology and organizational structure – the first, which focuses on how employees behave in relation to technology, received the most attention.

The literature review was confined to articles on the topics of tourism, ICTs and human resources published in 73 academic journals, leaving aside other research sources, e.g. books and papers presented at conferences. This study can be useful both in the academic field and for tourism firm managers – especially those in ICT and human resources.

Although there are several previous reviews of the literature on human resource management and ICTs in the tourism sector, none of them has jointly examined these three topics.