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The purpose of this study is to analyze whether higher tourism development in a region is associated with lower-quality employment in that region.

The analysis is based on the last two editions of the European Working Conditions Survey and on the tourism development of European regions. Two samples were studied (2015 and 2021).

Tourism development does not affect the quality of employment in regions. The institutional regime of the country to which the region belongs is associated with the job quality (JQ) in the region.

Only subjective indicators of employment quality are considered in the analysis.

The quality of employment is related to the institutional regime. Policymakers should consider the institutional factors of social democratic countries to improve the low quality of tourism occupations.

Research on the quality of employment in tourism has mostly focused on tourism occupations without considering determinants other than industry characteristics. This research is unique because it includes both the institutional view of JQ and the overall regional employment.

分析一个地区较高的旅游业发展是否与该地区较低品质的就业有关

分析基于最近两版的欧洲工作条件调查和欧洲地区的旅游业发展。研究了两个样本, 分别为 2015 年和 2021 年。

旅游业发展不影响地区就业品质。该地区所属国家的制度体系与该地区的就业品质相关。

旅游就业品质的研究多集中在旅游职业, 没有考虑产业特征以外的决定因素。这项研究的独特之处在于它既包含了工作品质的制度观点, 也包含了整体地区就业情况。

分析中仅考虑就业品质的主观指标。

就业品质与制度体系有关; 因此, 政策制定者应考虑社会民主国家的体制因素, 以改善某些旅游职业的低品质状况。

Analizar si un mayor desarrollo turístico en una región está asociado a un empleo de menor calidad en dicha región.

El análisis se basa en las dos últimas ediciones de la Encuesta Europea sobre las Condiciones de Trabajo y en el desarrollo turístico de las regiones europeas. Se estudiaron dos muestras (2015 y 2021).

El desarrollo turístico no afecta a la calidad del empleo en las regiones. El régimen institucional del país al que pertenece la región está asociado a la calidad del empleo en la región.

La investigación sobre la calidad del empleo en el turismo se ha centrado mayoritariamente en las ocupaciones turísticas sin tener en cuenta otros factores determinantes aparte de las características de la industria. Esta investigación es única porque incluye tanto el punto de vista institucional de la calidad del empleo como el empleo regional global.

En el análisis sólo se consideran indicadores subjetivos de la calidad del empleo.

La calidad del empleo está relacionada con el régimen institucional. Los responsables políticos deberían tener en cuenta los factores institucionales de los países socialdemócratas para mejorar la baja calidad de las ocupaciones turísticas.

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.

Practically nobody denies the importance of human resources (HR) to company management. There are many works which show that companies’ managing their HR in a specific way, obtain positive business results. However, some of those studies select, a priori, organisations with a certain type of HR practice in order to assess their impact on performance. This work, with no prior knowledge of their human resources management (HRM), analyses the HRM in a number of accommodation establishments, using three up‐to‐date approaches to that managerial function as a reference. The results indicate that many of the establishments do not follow the proposals of those approaches. Therefore, based on those results, the focus is on those three perspectives to make recommendations that enable the establishments to improve their HRM.

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.

The purpose of this research is to study the relationship between the HR control system and organizational results, examining the moderating effect of uncertainty and HR risk behavior.

The study analyzes the relationship between HR control systems and organizational results introducing two major moderating variables as, uncertainty and risk behavior. The data used for this study comes from questionnaire responses by sales and human resource managers of 108 Spanish firms.

The empirical results show that these moderating variables have an influence on the success of the control system, but it can be stated that the control system has an independent impact on the organizational and sales force performance.

Small sample size and cross sectional study, and the use of subjective measures of company and HR performance are the main limitations of the work.

To make correct decisions about HR control systems, managers should assess their environment and the composition of the workforce. There is not a control system that is good for all situations.

An analysis was made of an important non‐executive employee group, as the sales force is, and addressed the important issue of control and performance while the literature is focused on management control systems. The study does not limit the performance measures only to company variables, displaying customer satisfaction and human resource performance factors.

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.

The purpose of this paper is to test a comprehensive work-related attitudinal model relevant for job performance by extending the perceived organizational support (POS), job satisfaction, and organizational commitment model with both perceived supervisor support (PSS) and psychological contract breach attitudes.

The proposed model was tested using a sample of a company’s 104 employees and through partial least squares analysis.

A total of 23 percent of the variance in job performance was explained. Interactions among attitudes were all significant. PSS and psychological contract breach accounted for 70 percent of the POS variance.

There is a risk of common-method bias. The cross-sectional design limits making causal inferences.

Instead of measuring employee attitudes in an amorphous way, managers can rely on the included attitudes since these are significant for job performance. The construct’s content allows managers to elaborate specific practices to improve staffs’ attitudinal state.

This model incorporates five independent attitudes that any employee can experience. This is the first study that proposes and tests an interaction among all of them that is significant for job performance.

Anomic feelings (AFs) are predicted to play a moderating role in the relationship between organisational justice perceptions and the citizenship use of the organisation's internet access, or cybercivism. The purpose of this paper is to hypothesise that, just as AFs are supported in prior research as able to intensify the negative effects of organisational justice (OJ) on cyberloafing, they will also intensify the positive effects of OJ on cybercivism.

Data were collected from 270 (17 per cent) of the 1,547 respondents at a public university.

Except in the case of procedural justice, the results support that AF act as a moderator of the OJ‐cybercivism link because, among employees with comparatively less AF, the perceptions of the OJ under study (distributive, procedural and interactional) had a stronger impact on cybercivism.

To generalise from a convenience sample of 17 per cent to the entire University is unfeasible, let alone the “public sector” as a whole for a whole culture/country. Therefore, the paper only aims to be an early exploration of actual phenomenon, and to provide new insights necessary to understand the impact of pervasive new media and information and communication technologies (ICTs) on individual behaviour in virtual work settings.

The findings contribute to an improved understanding of the influence of OJ on cybercivism. As a moderator, anomia is supported in our sample as one of the key “controllers” of the OJ predictions on cybercivism and sets a new scenario in seeking electronic business effectiveness. By encouraging convincing values and equity in the workplace, organisational management seems be on the right path to create the proper context for cybercivism to occur.

Employee AFs are shown to be a moderator in the relationship between OJ and cybercivism. This is the first empirical test of this interaction.