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1 – 10 of 25Juan José Tarí, José F. Molina-Azorín, Jorge Pereira-Moliner and María D. López-Gamero
This paper examines the relationships between: (1) motives for internalization of a quality system, (2) the internalization of a quality system and (3) customer results, employee…
Abstract
Purpose
This paper examines the relationships between: (1) motives for internalization of a quality system, (2) the internalization of a quality system and (3) customer results, employee results and social results in public organizations by means of replication research
Design/methodology/approach
First, the work applies a quantitative study to test hypotheses using structural equations based on the Partial Least Squares (PLS) approach. Then, a qualitative study is carried out to support the quantitative results obtained
Findings
Results show that internal and external motives affect internalization, and that the most important issues for internalization are commitment, communication, training, recognition and follow-up. In addition, continuous improvement is key in order to enhance customer results, employee results and social results
Originality/value
The contribution of this work is that it provides empirical support to prior research on internalization focused on manufacturing and service organizations, and extends these results to the case of public organizations
Propósito
Este trabajo analiza la relación entre: a) los motivos para interiorizar un sistema de calidad, b) la interiorización de un sistema de calidad y c) los resultados de clientes, empleados y sociedad en organizaciones públicas, a través de un estudio que replica los análisis previos sobre interiorización realizados en organizaciones manufactureras y de servicios.
Diseño/metodología/enfoque
Interiorización de la calidad en organizaciones públicasPara conseguir este objetivo se realiza primero un estudio cuantitativo para comprobar las hipótesis a través de un análisis de ecuaciones estructurales desde el enfoque Partial Least Squares (PLS). Posteriormente se realiza otro estudio cualitativo para apoyar los resultados cuantitativos obtenidos.
Resultados
Los resultados muestran que los motivos internos y externos influyen en la interiorización y que los aspectos más importantes para interiorizar un sistema de calidad son la implicación, la comunicación, la formación, el reconocimiento y el seguimiento interno. Además, la mejora continua es clave para mejorar los resultados de clientes, empleados y sociedad.
Originalidad/valor
La contribución del trabajo es que proporciona apoyo empírico a los resultados de trabajos previos sobre interiorización centrados en organizaciones manufactureras y de servicios y extiende estos resultados al caso de organizaciones públicas.
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Juan José Tarí, Jorge Pereira-Moliner, José F. Molina-Azorín and María D. López-Gamero
This paper aims to examine the impact of external and internal drivers on the dimensions of internalization (daily practices and continuous improvement) of quality standards, the…
Abstract
Purpose
This paper aims to examine the impact of external and internal drivers on the dimensions of internalization (daily practices and continuous improvement) of quality standards, the relationship between the dimensions of internalization and their effects on customer, employee, society and organizational results in hotels.
Design/methodology/approach
The study applies a structural equations analysis to test these relationships using empirical data from 176 quality-certified hotels.
Findings
Hotels need internal drivers to internalize a quality system because the external drivers themselves are not able to explain significantly the quality internalization process. This paper shows the significant relationship between the dimensions of internalization (daily practices and continuous improvement) and the importance of continuous improvement (e.g. innovations from quality standards and reflection on how to improve the current work processes) for improved customer, employees, society and organizational results.
Originality/value
To the best of the authors’ knowledge, there are no empirical studies jointly analyzing the drivers of internalization, the relationship between the dimensions of internalization and their effects on different dimensions of results (customers, employees and society) in hotels.
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Carolina Rivas, Juan José Tarí and Jorge Pereira-Moliner
This paper analyzes how quality management in Ecuador’s national parks is explained through the quality practices contained in Deming’s quality principles from the point of view…
Abstract
Purpose
This paper analyzes how quality management in Ecuador’s national parks is explained through the quality practices contained in Deming’s quality principles from the point of view of employees.
Design/methodology/approach
Quantitative research was conducted with the participation of 254 employees from all national parks in Ecuador who rated the quality management practices (leadership, talent management, work climate and training) in their respective parks.
Findings
The results show that leadership, talent management, work climate and training significantly explain the service quality in the national parks. This study contributes to the adaptation of Deming’s quality principles to national parks via individual and joint analysis of the relationship between leadership, talent management, work climate and training with service quality in order to highlight which practices are the most important to service quality.
Originality/value
The paper provides a comprehensive overview of the key factors that influence service quality in the National Parks of Ecuador. Its multidisciplinary approach and exhaustive research make this work an invaluable tool for understanding and improving the preservation of natural resources and the tourism experience in these protected areas.
Propósito
Este trabajo analiza cómo la gestión de la calidad en los parques nacionales del Ecuador se explica a través de las prácticas de calidad recogidas en los principios de la calidad de Deming desde el punto de vista de los empleados.
Diseño/metodología/enfoque
Se realizó una investigación cuantitativa en la que participaron 254 empleados de todos los parques nacionales del Ecuador quienes valoraron las prácticas de gestión de la calidad (liderazgo, gestión de talento, clima laboral y formación) en sus respectivos parques.
Resultados
Los resultados muestran que el liderazgo, la gestión del talento, el clima laboral y la formación explican significativamente la calidad de servicio en los parques nacionales. Este estudio contribuye en la adaptación de los principios de calidad de Deming a parques nacionales a través del análisis individual y conjunto de la relación entre liderazgo, gestión de talento, clima laboral y formación con la calidad del servicio para destacar qué prácticas son las más importantes para la calidad del servicio ofrecido.
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Jorge Pereira-Moliner, Eva M. Pertusa-Ortega, Juan José Tarí, María D. López-Gamero and Jose F. Molina-Azorín
The aim of this study is to examine the relationship between practices of quality management (QM) and the characteristics of organizational design, and QM and competitive…
Abstract
Purpose
The aim of this study is to examine the relationship between practices of quality management (QM) and the characteristics of organizational design, and QM and competitive advantage.
Design/methodology/approach
The study uses a partial least squares approach to test these relationships in 350 hotels in Spain.
Findings
The findings show that QM influences specialization, formalization and interdepartmental interactions, and that QM practices influence both cost and differentiation competitive advantage. The results also indicate the importance of QM strategic and operational systems as practices that have a key impact on the characteristics of organizational design. Similarly, the QM operational system is key in the relationship between QM and cost competitive advantage. Finally, the QM operational, information and strategic systems positively influence differentiation competitive advantage.
Practical implications
When hotels adopt QM practices, there will be significant changes in a number of organizational variables, including specialization, formalization and interdepartmental interactions. This paper provides empirical evidence that QM practices improve both cost and differentiation competitive advantage in the hotel industry.
Originality/value
There has been little research on the effects of QM on organizational design in the hotel industry. The contribution of this paper is that analyze the effects of QM on organizational design and competitive advantage, extending knowledge about these issues in a specific sector.
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Juan José Tarí, Eva M. Pertusa-Ortega, María D. López-Gamero and Jorge Pereira-Moliner
This study aims to examine the relationships between quality management, human capital and innovation (both incremental and radical), and social sustainability practices in…
Abstract
Purpose
This study aims to examine the relationships between quality management, human capital and innovation (both incremental and radical), and social sustainability practices in hospitality. Also considered are the mediating roles of human capital and innovation.
Design/methodology/approach
The study considers 365 hotels located in Spain, using a structural equation model based on Partial Least Squares (PLS) analysis.
Findings
The findings show that quality management practices, human capital and incremental innovation all have a direct relationship with social sustainability practices. Human capital and incremental innovation partially mediate the relationship between quality management and social sustainability practices. Radical innovation has no impact on social sustainability practices and does not play a mediating role.
Research limitations/implications
This study enriches the literature on social sustainability in hospitality by showing that quality management, human capital and innovation can enhance social sustainability practices. It offers practical insights by understanding key drivers for promoting social sustainability in the hospitality sector.
Originality/value
Prior research in hospitality has not used a mediation model to empirically examine the aforementioned relationships.
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Jorge Pereira-Moliner and José F. Molina-Azorín
This study aims to highlight the importance of developing academic research in tourism and hospitality management into a more responsible approach, applying a multistakeholder…
Abstract
Purpose
This study aims to highlight the importance of developing academic research in tourism and hospitality management into a more responsible approach, applying a multistakeholder model. This multistakeholder approach forces the tourist community to be considered when identifying the gaps and impacts of academic research.
Design/methodology/approach
This study suggests action research as one of the appropriate methodological approaches for conducting responsible research, as action research allows challenges to be overcome through the interaction of researchers and stakeholders. Principles of responsible research are indicated and exemplar studies that use action research are described.
Findings
Proposals and recommendations for responsible research are identified, such as demand-driven research, action research as a methodological approach and a way to address societal challenges, and the importance of considering the research ecosystem. In addition, some advantages (funding, reputation and legitimacy) and barriers (resources and publication) of responsible research are explained.
Practical implications
Practical implications are described. Conducting responsible research is oriented toward identifying real practical implications proposed and validated by the tourist community instead of being proposed solely by the researchers.
Social implications
This paper emphasizes the need to work together with the tourist community and their stakeholders to enhance the real societal impact of academic research in tourism and hospitality management.
Originality/value
The authors would like to raise a self-critical debate for the future enrichment of research in the tourism industry. Research in this industry can contribute to solving significant societal problems. Responsible research can help scholars to be part of the solution to these challenges, working together with different tourism stakeholders.
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Jorge Pereira-Moliner, Xavier Font, Juan José Tarí, Jose F. Molina-Azorin, Maria D. Lopez-Gamero and Eva M. Pertusa-Ortega
This paper aims to analyse the influence of environmental proactivity on cost and differentiation competitive advantages, and to explore the double relationship between…
Abstract
Purpose
This paper aims to analyse the influence of environmental proactivity on cost and differentiation competitive advantages, and to explore the double relationship between environmental proactivity and business performance.
Design/methodology/approach
The population consists of all three- to five-star hotels in Spain. A sample of 350 hotels was classified according to environmental proactivity and performance levels, employing a two-step cluster analysis. Significant differences between groups were examined.
Findings
The results show two types of environmental behaviour (reactive and proactive), with proactive hotels developing significantly better on both cost and differentiation competitive advantage and achieving significantly higher performance levels. Hotels which achieve above average business performance levels are significantly more environmentally proactive.
Research limitations/implications
The present paper demonstrates that environmental management is related to competitive advantages and business performance. Environmental management systems are more developed in higher category, chain-affiliated and larger hotels. This could be due to having more resources to develop their environmental capability. The environmental proactivity scale employed in this study is presented as a reference measure for hotel managers to benchmark their current practices and implement environmental improvements.
Originality/value
First, measuring environmental proactivity using four managerial systems (operative, information, strategic and technical) is innovative and provides a more detailed approach to measuring environmental proactivity. Second, demonstrating a double association between environmental proactivity and performance provides fresh insights into the relationship between these variables.
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Enrique Claver‐Cortés, José F. Molina‐Azorín and Jorge Pereira‐Moliner
This study has a twofold purpose: to identify the competitive strategies and advantages of hotels located in the province of Alicante (Spain); and to inform hotel managers about…
Abstract
Purpose
This study has a twofold purpose: to identify the competitive strategies and advantages of hotels located in the province of Alicante (Spain); and to inform hotel managers about how some key strategic variables (size, type of hotel management, category and competitive advantage) impact on hotel performance.
Design/methodology/approach
A study of the population was carried out using a questionnaire addressed to hotel managers. A principal components factor analysis was performed to identify business strategies. In addition, hotels were grouped together according to the key strategic variables and the degree of development of the different business strategies implemented.
Findings
A comparative study of the performance levels achieved by each strategic group was carried out for the purpose of checking whether any of them produced significantly higher performance levels. In the light of the results, if hotels are to achieve higher performance levels, they should preferably be medium or large sized, belong to a chain, increase their category and base their competitive strategy on improvement and dimension.
Practical implications
Strategic groups simplify the complex strategic reality in which hotel managers develop their professional activity. Thanks to the creation of these groups, managers acquire an aggregate knowledge of the business strategies and advantages of the hotels operating around their establishments and can equally be aware of the performance levels reached in each group analysed. This information also allows hotel managers to identify the strategic variables which must be developed to avoid being left behind inside their group in competitive terms or to join a different group which they may eventually consider more interesting in terms of strategy or performance.
Originality/value
This study provides a method to identify strategies and competitive advantages within the hotel industry and additionally suggests strategic actions for hotel managers to improve firm performance.
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Enrique Claver‐Cortés, Jorge Pereira‐Moliner, Juan José Tarí and José F. Molina‐Azorín
Several important managerial factors, such as training, information and communication technologies and information systems (ICT/IS), and environmental management, can be related…
Abstract
Purpose
Several important managerial factors, such as training, information and communication technologies and information systems (ICT/IS), and environmental management, can be related to total quality management (TQM) in the hotel industry. This paper aims to analyse how TQM is associated with these factors and to verify whether more TQM‐committed hotels achieve higher performance.
Design/methodology/approach
The empirical data were collected from a sample of 301 three‐to‐five‐star Spanish hotels. A cluster analysis was carried out to identify the different TQM commitment levels, after which a regression analysis tested the TQM‐performance link.
Findings
Managerial factors are significantly further developed in hotels with a stronger TQM commitment, which also have higher performances. TQM does not seem to influence all the performance variables measured.
Practical implications
Hotels showing a stronger commitment to TQM develop more advanced management systems and achieve higher performance levels. Therefore, hoteliers should invest in TQM, as this could help them to become more competitive.
Originality/value
The link between TQM and managerial factors, along with the relationship between TQM and performance, has been expanded in the literature on TQM in the hotel industry.
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Juan José Tarí, Enrique Claver‐Cortés, Jorge Pereira‐Moliner and José F. Molina Azorín
The purpose of this paper is to study whether quality certified hotels develop some managerial key factors in a significantly better way and have better performance.
Abstract
Purpose
The purpose of this paper is to study whether quality certified hotels develop some managerial key factors in a significantly better way and have better performance.
Design/methodology/approach
The empirical data were collected from a sample of 303 Spanish hotels. Hotels were grouped as certified and non‐certified hotels and the differences were analysed between these two groups in relation to the key factors and performance variables.
Findings
Certified hotels develop better the key factors and have better performance. This supports the findings related to this issue in other industries and expands the literature on quality management in the hotel industry.
Practical implications
Quality certifications in hotels may be an important strategic initiative because they may facilitate the development of key factors and may have an impact on firm performance.
Originality/value
The paper reinforces the fact that the quality certification is also important in the hotel industry, where the more scarce literature on this issue in this industry suggests that it is necessary to analyse the relationship of quality certification on firm performance.
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