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Article
Publication date: 1 February 2006

Juan Llopis, Jose Gasco and Reyes Gonzalez

To analyze, through a case study, the essential premises on the basis of which a training plan for the customers of any given firm can be designed, implemented and evaluated.

Abstract

Purpose

To analyze, through a case study, the essential premises on the basis of which a training plan for the customers of any given firm can be designed, implemented and evaluated.

Design/methodology/approach

This paper starts with a review of the literature on customer service training, which is followed by a discussion on how a training plan for customers could be elaborated. After that, the case method is applied (mainly through semi‐structured interviews) to a firm that approaches this type of training in an innovative way.

Findings

Concludes that a training plan for the firm's internal staff cannot be extrapolated to customers. Describes how training plans must be modified so as to adapt them to customers.

Research limitations/implications

It will be nesessary to identify other cases and check to what extent the methodology resembles the one we have applied and how successful it is, so that a standard action protocol can be established.

Practical implications

Presents a real case of success at customer training in an industrial firm and provides a model, not only for future research, but also for the direct implementation of these techniques by other firms belonging to any industrial sector.

Originality/value

The accurate description of a training plan for customers made by an industrial firm and its treatment based on the study of a real case. The establishment of action guidelines that will pave the way for further academic research in this field as well as its clear business applicability.

Details

Industrial and Commercial Training, vol. 38 no. 2
Type: Research Article
ISSN: 0019-7858

Keywords

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Article
Publication date: 11 February 2020

Rubén Medina-Serrano, Reyes Gonzalez, Jose Gasco and Juan Llopis

The purpose of this paper is to explore sustainability and collaboration in supply chain (SC) management designs and to develop a sustainable supply chain design (SCD) model.

Abstract

Purpose

The purpose of this paper is to explore sustainability and collaboration in supply chain (SC) management designs and to develop a sustainable supply chain design (SCD) model.

Design/methodology/approach

First, a literature review of the principal theories and SC management approaches is discussed. Second, the development of a sustainable SCD model is described and explained. Third, the results and the operationalization of the model, which incorporates sustainable procurement elements based on the results of interviews from a case study, are outlined.

Findings

A framework is proposed to provide managers, practitioners and academics with a practical solution to make sustainable SC decisions in a more structured and consistent manner.

Originality/value

The paper presents a currently discussed problem about the design of differentiated supply chains to avoid or offset the effects of allocation issues in the electronic marketplace. Although past literature reviews provide valuable results, they were based upon the assessment of supply chain decisions failing to consider the sustainable corporate social responsibility and the interaction criteria. The findings from this study highlight the importance of addressing supply chain decisions in a structured manner and prioritize the development of dynamic capabilities to improve the firm’s ability to reconfigure internal and external competences to address rapidly changing environments and reinforce a collaborative SC management system with third parties.

Details

Journal of Enterprising Communities: People and Places in the Global Economy, vol. 14 no. 1
Type: Research Article
ISSN: 1750-6204

Keywords

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Article
Publication date: 26 September 2020

Reyes Gonzalez, Jose Gasco and Juan Llopis

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…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Research limitations/implications

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.

Originality/value

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.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 30 August 2019

Reyes Gonzalez, Jose Gasco and Juan Llopis

Hotels are dependent on information and communication technologies (ICTs) for both their internal management and their relationships with customers and the other…

Abstract

Purpose

Hotels are dependent on information and communication technologies (ICTs) for both their internal management and their relationships with customers and the other stakeholders. Therefore, research on ICTs in the hotel sector has kept growing lately. The purpose of this paper is to offer a review of the literature dedicated to ICTs in hotel management by analyzing papers published in seven prestigious journals in the field of Hospitality Management.

Design/methodology/approach

The 147 papers analyzed – published over a 27-year period – have been studied according to a variety of criteria such as their research methods, perspective, statistics used, topics covered, technologies and authors and countries.

Findings

The conclusions suggest a promising future regarding both ICT applications for hotel management and research in this area.

Research limitations/implications

Concerning limitations, the most important one stems from the selection of works subject to examination because our analysis dealt with papers published in only seven journals, other publication sources have not been considered. Nevertheless, the present paper can prove useful both for researchers and hotel managers because new trends are emerging in both contexts with regard to technologies themselves as well as to some of their uses.

Originality/value

One of the most important contributions made with this work is the preparation of a list with the topics covered by the papers under examination. Moreover, no studies have to date specifically tried to identify the technologies used in hotel management by means of a literature review.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 9
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 1 August 2019

Reyes Gonzalez, Jose Gasco and Juan Llopis

This paper aims to examine information system (IS) outsourcing success through the satisfaction achieved therewith. It simultaneously analyzes how IS outsourcing may…

Abstract

Purpose

This paper aims to examine information system (IS) outsourcing success through the satisfaction achieved therewith. It simultaneously analyzes how IS outsourcing may influence the IS managers’ job.

Design/methodology/approach

The results obtained in a survey on this topic carried out over a 12-year period are described. The proposal consists in a model that relates the degree of outsourcing with the satisfaction achieved therewith, in which the influence exerted by IS on the systems manager’s job acts as a mediating variable.

Findings

The study concludes that the way in which outsourcing affects the IS managers positively influences the satisfaction achieved with this service.

Research limitations/implications

Outsourcing poses a great challenge for IS managers because they must devote more time to their managerial functions, and they need more knowledge too. These greater requirements or demands will most probably make these executives feel unsatisfied with outsourcing. However, the paper shows that satisfaction increases insofar as, despite all these demands, the working post characteristics improve, and the satisfaction and autonomy of IS managers grows and most importantly, they believe that their job has a higher added value.

Originality/value

No studies had, hitherto, related outsourcing success and the implications of outsourcing for IS managers.

Details

Journal of Global Operations and Strategic Sourcing, vol. 12 no. 3
Type: Research Article
ISSN: 2398-5364

Keywords

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Article
Publication date: 1 October 2002

Enrique Claver, Reyes González, José Gascó and Juan Llopis

The aim of this paper is to determine the main reasons that lead to information systems outsourcing, the reservations that are initially present in front of this kind of…

Abstract

The aim of this paper is to determine the main reasons that lead to information systems outsourcing, the reservations that are initially present in front of this kind of contract and the factors considered necessary for the success of outsourcing in the case of Spanish public universities. With this aim, a survey has been made among information systems managers in those universities. The results show the possibility of establishing a typology of universities depending on the position they have adopted with respect to outsourcing.

Details

Logistics Information Management, vol. 15 no. 4
Type: Research Article
ISSN: 0957-6053

Keywords

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Article
Publication date: 1 April 1998

Enrique Claver, Juan Llopis and José L. Gascó

In this article, after laying the conceptual foundations of communication and corporate culture, we revise the disagreement on whether their role in their mutual…

Abstract

In this article, after laying the conceptual foundations of communication and corporate culture, we revise the disagreement on whether their role in their mutual relationship is a minor or a fundamental one. Then, we define “communication in corporate culture”, as the foundation of the communication‐culture system. Building on this idea, we suggest a model for organizational reinforcement. Finally, we define the basic patterns in order to strengthen and reinforce the proposed cycle.

Details

Corporate Communications: An International Journal, vol. 3 no. 4
Type: Research Article
ISSN: 1356-3289

Keywords

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Article
Publication date: 1 January 2000

Enrique Claver, Juan Llopis and José L. Gascó

Culture has a great influence on a firm's—or product's—life cycle and experience curve. Here's how.

Abstract

Culture has a great influence on a firm's—or product's—life cycle and experience curve. Here's how.

Details

Handbook of Business Strategy, vol. 1 no. 1
Type: Research Article
ISSN: 1077-5730

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Article
Publication date: 1 April 2003

Juan Llopis and Juan José Tarí

The adoption of ISO 9000 has been justified in terms of the many benefits it generate, although problems may also arise. Such advantages and disadvantages lead to…

Abstract

The adoption of ISO 9000 has been justified in terms of the many benefits it generate, although problems may also arise. Such advantages and disadvantages lead to different reasons for seeking certification. Based on these reasons, this paper analyzed the influence of internal motivation for seeking certification with level of quality management and performance in order to determinate whether internal aspects are more important than external aspects. For this purpose, a factor analysis (to identify reasons) and a cluster analysis (to establish significant differences among the groups in order to study the relation between reasons for seeking certification and level of quality management and performance) have been performed on the answers supplied by 106 certified firms in the Alicante area (eastern Spain). It is part of a wider research process, aimed at analyzing quality practices in certified firms by using quality management elements.

Details

International Journal of Quality & Reliability Management, vol. 20 no. 3
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 1 April 2002

Enrique Claver, Reyes González, José Gascó and Juan Llopis

Information systems outsourcing is a constantly growing practice in all sorts of organisations. This paper analyses the level of information systems outsourcing at Spanish…

Abstract

Information systems outsourcing is a constantly growing practice in all sorts of organisations. This paper analyses the level of information systems outsourcing at Spanish public universities. It also means to determine if factors such as the size, both of universities and of their information systems departments, as well as the degree of involvement of rector’s and general manager’s teams in matters related to information technologies can have an influence on the outsourcing level. With this aim, a survey has been made among the information systems managers in all the universities under examination.

Details

International Journal of Educational Management, vol. 16 no. 2
Type: Research Article
ISSN: 0951-354X

Keywords

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