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Article

Asunción Beerli-Palacio and Josefa D. Martín-Santana

The purpose of this paper is to analyse the influence of the confirmation of the motivations of tourists in changing image of a tourist destination pre- and post-visit…

Abstract

Purpose

The purpose of this paper is to analyse the influence of the confirmation of the motivations of tourists in changing image of a tourist destination pre- and post-visit. That is, considering whether once the tourist has made the trip, depending on whether their expectations have been met and confirmed motivations, will have a more or less image gap.

Design/methodology/approach

The authors conducted an empirical study with a representative sample of leisure tourists to Tenerife (Canary Islands, Spain) of both sexes, 16 or more years of age, and visiting the island of Tenerife for the first time from abroad and from the rest of Spain. The final sample was 411 participants.

Findings

The results verify that the confirmation of the intellectual and escape motivations influences directly and positively change cognitive image pre- and post-visit. The fact that the affiliation motivations do not influence the cognitive image gap may be due to that tourists who visit a destination stay with friends or family and for this they interact less with the destination, which will imply that the cognitive image pre- and post-visit do not vary.

Originality/value

This research has sought to contribute towards a better understanding of the area, which is concerned, with the image of destinations and, more specifically, the concept of how the image changes after a visit to the destination. In this sense, and given the of lack empirical evidence about how confirmation of motivations influences on destination image gap, this research aims to contribute to the improvement of knowledge about the personal factors that influence the change of the pre- and post-visit destination image.

Details

European Journal of Management and Business Economics, vol. 26 no. 2
Type: Research Article
ISSN: 2444-8451

Keywords

Content available
Article

Asunción Beerli-Palacio and Josefa D. Martín-Santana

This paper aims to analyse the influence of the cultural sensitivity of tourists on the change in image that occurs for tourist destinations prior to and after a visit;…

Abstract

Purpose

This paper aims to analyse the influence of the cultural sensitivity of tourists on the change in image that occurs for tourist destinations prior to and after a visit; understanding cultural sensitivity as the recognition of and respect for different beliefs, values and customs.

Design/methodology/approach

A structural equations model is carried out with a representative sample of 411 tourists from Tenerife (Canary Islands).

Findings

Cultural sensitivity directly and positively influences the gap in the global image of the destination, so greater cultural sensitivity improves the post-visit image compared to the pre-visit image at a global level. Likewise, there are significant differences in cultural sensitivity according to the sociodemographic characteristics of tourists.

Research limitations

Although this study is based on a single case (Tenerife) and the generalisation of the results must be treated tentatively, the developed model could be applied in other destinations.

Practical implications

This study contributes to a better understanding of the influence of cultural sensitivity on the image gap in tourist destinations, as there is still little empirical evidence on the subject.

Originality/value

The results of this study represent an advance in the literature, as there are few studies in the tourism marketing literature that studied the effect of the cultural sensitivity on the image of a tourist destination.

Objetivo

El presente trabajo tiene por objeto analizar la influencia de la sensibilidad cultural de los turistas en el cambio de imagen de un destino turístico pre y post-visita, entendiendo por sensibilidad cultural el reconocimiento y el respeto a las creencias, los valores y las costumbres diferentes.

Diseño/metodología

Se utilizó un Modelo de Ecuaciones Estructurales con una muestra representativa de 411 turistas de Tenerife (Islas Canarias).

Hallazgos

La sensibilidad cultural influye directa y positivamente en el gap de la imagen global del destino, por lo que la mayor sensibilidad cultural mejora la imagen post-visita frente a la imagen pre-visita a nivel global. Igualmente, se observan diferencias significativas en la sensibilidad cultural en función de las características sociodemográficas de los turistas.

Limitaciones de la investigación

Dado que este estudio se basa en un único caso (Tenerife), lo cual afecta a la generalización de los resultados, el modelo desarrollado podría aplicarse a otros destinos.

Implicaciones prácticas

Este trabajo contribuye a una major comprensión de la influencia de la sensibilidad cultural en el gap de la imagen de un destino turístico, ya que todavía hay poca evidencia empírica sobre el tema.

Originalidad/valor

Los resultados de este trabajo representan un avance en la literatura ya que existen pocos trabajos en la literatura de marketing turístico que estudien el efecto de la sensibilidad cultural en la imagen de un destino turístico.

Details

Spanish Journal of Marketing - ESIC, vol. 22 no. 1
Type: Research Article
ISSN: 2444-9709

Keywords

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Article

Margarita Fernández-Monroy, Josefa D. Martín-Santana and Inmaculada Galván-Sánchez

The purpose of this paper is to propose a conceptual model for building successful franchise partnerships. The model examines the influence of communication and trust on…

Abstract

Purpose

The purpose of this paper is to propose a conceptual model for building successful franchise partnerships. The model examines the influence of communication and trust on satisfaction and performance in franchise partnerships, considering that franchises are based on franchisor-franchisee and franchisor-supplier relationships.

Design/methodology/approach

The unit of analysis refers to the relationships that the franchisor maintains with the franchisees and the main supplier, from the franchisor’s perspective. A mail survey of 592 franchises was conducted by means of a structured, self-administered questionnaire for data collection. A total of 98 valid questionnaires were received and analyzed using structural equation modeling.

Findings

Results indicate that communication between franchise partners is related to satisfaction through trust. In fact, communication is a major precursor of trust. Findings also show the direct influence of trust on satisfaction in both relationships. Finally, results evidence that developing satisfactory relationships between partners improves strategic and operational franchise outcomes.

Research limitations/implications

The use of the questionnaire limits the approach to information gathering. In addition, the study focused on the franchisor’s perspective of the relationships and it would be interesting to include other partners’ opinions. Further, research should broaden the study scope to include other factors of franchise partnerships.

Practical implications

This study provides franchisors with guidelines to develop satisfactory relationships. It recommends that franchisors design adequate programs to create, maintain, and enhance franchise partnerships, and also to improve a trust-based culture.

Originality/value

The analysis is conducted taking into consideration the franchisor-franchisee relationship and the franchisor-supplier relationship. Measurement scales are developed and validated for both relationships.

Details

Management Decision, vol. 56 no. 5
Type: Research Article
ISSN: 0025-1747

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Article

Lucía Melián-Alzola, Carmen Domínguez-Falcón and Josefa D. Martín-Santana

The purpose of this paper is to analyse the role of hospital leaders and high-performance work practices (HPWPs) in intensive care units (ICUs) in organizational agility…

Abstract

Purpose

The purpose of this paper is to analyse the role of hospital leaders and high-performance work practices (HPWPs) in intensive care units (ICUs) in organizational agility and its impact on healthcare personnel satisfaction.

Design/methodology/approach

This study was carried out in three ICUs of an important Spanish public hospital, one for adults, one paediatric and one neonatal. The unit of analysis was ICUs personnel (324 individuals: 14.5%, 48.8% and 36.7% from the categories of doctors, nurses and nurses' aides, respectively) who were invited to participate in the study. The sample had 248 individuals, with a sampling distribution by categories that was quite similar to that of the population. To test the hypotheses proposed, structural equations modeling (SEM) were used as the maximum likelihood estimation method.

Findings

The results confirm the proposed model and reveal the importance of the human dimension in ICUs on hospital agility and performance in terms of satisfaction of the clinical staff working in this area.

Originality/value

This paper is original because it analyses units of high complexity, such as ICUs from a management and non-clinical perspective. In addition, it studies the role of hospital managers and HPWPs on employee outcomes, as well as in-hospital responsiveness in a very dynamic context that demands agility on the management approach.

Details

Personnel Review, vol. 49 no. 9
Type: Research Article
ISSN: 0048-3486

Keywords

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Article

Josefa D. Martín-Santana, María Katiuska Cabrera-Suárez and María de la Cruz Déniz-Déniz

This study aims to evaluate whether cultural market orientation (MO) of blood transfusion centres and services (BTCS) results in behaviours aimed at offering a suitable…

Abstract

Purpose

This study aims to evaluate whether cultural market orientation (MO) of blood transfusion centres and services (BTCS) results in behaviours aimed at offering a suitable service-experience to blood donors and if the relationship between cultural and behavioural MO is partially mediated by BTCS staff members’ organisational identification (OI). Also, it analyses whether certain employee characteristics, particularly their status of medical or non-medical staff, may affect their perceptions about MO (cultural and behavioural), OI and the relationship between these variables.

Design/methodology/approach

An online survey was conducted with senior management staff and chiefs of Spanish BTCS, as well as blood collection staff – physicians, nurses and promoters – (147 participants).

Findings

Spanish BTCS has a strong belief in the importance of donors as key stakeholders in the donation system, although cultural MO does not turn into behaviours with the same strength. The results also show that there is a direct effect between cultural and behavioural MO, as well as a mediator effect of OI in this relationship.

Research limitations/implications

This study demonstrates that OI is a relevant internal marketing construct with a high potential explanatory power of customer orientation.

Practical implications

This study offers a validated tool to assess and monitor BTCS’ donor orientation and recommends that BTCS’ design effective marketing intelligence systems.

Social implications

This research contributes to social welfare by helping to explain how the organisational culture of BTCS and their employees’ perceptions and behaviours might help to enhance donor orientation, which would guarantee continual blood collection. This might be useful in the context of negative evolution of blood donation levels in many countries.

Originality/value

This research puts the focus on the role of the BTCS’s employees to understand the process by which a donor orientation culture would translate into market-oriented behaviours aimed to reach blood donor satisfaction, to guarantee a constant, growing blood donor pool. In this translation process, the organisational climate seems to play a fundamental role through one of its main variables, i.e. organisational identification.

Details

Journal of Social Marketing, vol. 10 no. 4
Type: Research Article
ISSN: 2042-6763

Keywords

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Article

Josefa D. Martín-Santana, M. Katiuska Cabrera-Suárez and M. de la Cruz Déniz-Déniz

This paper aims to analyse if the family influence on the firm and the relational dynamics inside the family and the firm could create specific familiness resources, which…

Abstract

Purpose

This paper aims to analyse if the family influence on the firm and the relational dynamics inside the family and the firm could create specific familiness resources, which lead to a stronger market orientation (MO) of the family firms (FFs).

Design/methodology/approach

This study is based on a cross-industry sample of 374 managers in 174 Spanish FFs. Structural equation modelling is used to test the research hypotheses.

Findings

The climate of family relationships is going to affect the firm’s MO through the influence that this climate has on two relational social capital variables, one in the family area (the identification of the family managers with the FF) and the other in the business area (the level of trust between the members [family and non-family] of the top management teams [TMTs]).

Research limitations/implications

This study contributes to the literature on the under-researched topic of MO in the FFs by going beyond earlier studies focusing on FFs’ explicit attributes, such as their names, as potential explanatory variables of their marketing behaviour. This study also proposes and analyses new internal antecedents of MO based on the social capital of the firm.

Practical implications

Business families should promote the adequate governance mechanisms to enhance the quality of family social capital to promote the firms’ social capital and ultimately their MO. With the same aim, family managers should try to orientate their leadership behaviour to transmit their own organizational identification to the rest of the firm’s employees. Also, open communication and shared values should be promoted within TMTs to reinforce firms’ social capital that leads to MO.

Originality/value

This paper integrates social capital literature with MO literature. It also contributes to the literature on FFs, and specifically to the issue of familiness, by analyzing the effect of specific FF characteristics on MO.

Details

European Journal of Marketing, vol. 54 no. 7
Type: Research Article
ISSN: 0309-0566

Keywords

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Article

Carmen Domínguez-Falcón, Josefa D. Martín-Santana and Petra De Saá-Pérez

The purpose of this study is to analyse the effects of high-commitment human resources (HR) practices on organisational performance through the commitment and satisfaction…

Abstract

Purpose

The purpose of this study is to analyse the effects of high-commitment human resources (HR) practices on organisational performance through the commitment and satisfaction of both managers and supervisors.

Design/methodology/approach

An empirical study was carried out, based on the perceptions of 68 managers and 296 supervisors at four- and five-star hotels in Gran Canaria (Canary Islands, Spain).

Findings

The results obtained reveal that: high-commitment HR practices have a positive and significant effect on the commitment and satisfaction of both groups; managers’ commitment and satisfaction do not lead to improved organisational performance; however, supervisors’ commitment and satisfaction do lead to better economic results because of an improvement in customer results.

Practical implications

This research revealed that it is important for hotel companies to adopt high-commitment HR practices because these practices contribute to managers’ and supervisors’ affective connection to the company, leading them to feel positively satisfied with their jobs. In addition, hotels should focus on supervisors because they feel more customer-oriented and tend to stay longer in the company, which probably leads them to better meet the needs of customers, allowing hotels to obtain better economic results.

Originality/value

This study contributes to HR management in the hotel industry by obtaining the views of two key informants – managers and supervisors – about the implementation of HR practices and their own levels of commitment and satisfaction.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 3
Type: Research Article
ISSN: 0959-6119

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Article

Josefa D. Martín‐Santana and Asunción Beerli‐Palacio

The purpose of this work is to analyse the relationship between click‐through rate (CTR) and the traditional measurements of advertising effectiveness and to measure the…

Abstract

Purpose

The purpose of this work is to analyse the relationship between click‐through rate (CTR) and the traditional measurements of advertising effectiveness and to measure the advertising effectiveness of two less common formats of online advertising in blogs: rectangle and contextual, as well as to explore which factors influence that effectiveness.

Design/methodology/approach

A survey was used to gather data. Advertising effectiveness was determined using the traditional measurements employed for conventional media at cognitive, affective and conative levels and analysing the CTR.

Findings

The results reflect a direct relation between measurements of effectiveness and CTR, differences in the effectiveness of the two advertising formats, and that the factors influencing that effectiveness are attitude toward the web site, involvement with the product and duration of web site visit.

Research limitations/implications

The main limitation of the study is that the experimental design is focused on two types of formats inserted into two types of blog and about only one product. A further limitation is the need to analyse other factors that may influence the effectiveness.

Practical implications

The principal conclusion of the study is that managers should not evaluate the effectiveness of their online campaigns by using only the CTR.

Originality/value

Despite the increase in their use, blogs have not received attention in the field of advertising research.

Details

Online Information Review, vol. 36 no. 3
Type: Research Article
ISSN: 1468-4527

Keywords

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