The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies

Abstract The main objective of this study is to examine the motivations for adopting quality practices and their impact on the performance of travel agencies. The results are based on 448 personal surveys that were administered by travel agency managers. Structural equation modelling was used to conclude that the adoption of quality practices significantly impacts the competitiveness and financial performance of travel agencies. Therefore, the results of this paper suggest that being proactive about quality issues can confer significant benefits to travel agen-cies. These benefits can make the difference between survival and failure in a highly competitive sector

Financial analyst assessment of business information disclosed on the internet

Financial analysts are responsible for conducting a thorough detailed review of a company in order to get a real accurate picture of the value of the company. The use of Internet technology enables companies to make a large amount of information available to anyone who is interested anywhere in the world at a low cost. Yet not all information has the same relevance when it comes to company valuation. This article analyzes and demonstrates the value of information made available to fi nancial analysts on the Internet using a Delphi analysis. As a result an index was obtained which measures usefulness of information.

Ciberseguridad en la investigación en turismo y hotelería: temas de actualidad, ten-dencias y una agenda para futuras investigaciones

This paper compares two literature reviews on cybersecurity issues focused on the mature organisations, business and management field, and the embryonic tourism and hos-pitality area. Hence, we use the general study on the former as a benchmark for the narrower review on the latter, to map the current trends and identify the corresponding gaps. Findings suggest the following topic clusters for future research: (1) machine learning, artificial intel-ligence, blockchain, big data; (2) fraud and reputation; (3) phishing and social engineering; (4) human security and user educationEste artículo compara dos revisiones bibliográficas sobre cuestiones de ciberseguridad centradas en el ámbito de las empresas y la gestión empresarial, por una parte, y en el sector del turismo y la hostelería por otra. De este modo, se utiliza el estudio general en el ámbito empresarial como punto de referencia para el análisis sobre el sector del turismo, con el fin de trazar las tendencias actuales e identificar las lagunas existentes. Los resultados sugieren los siguientes temas para futuras investigaciones: (1) aprendizaje automático, inteligencia artificial, blockchain y big data; (2) fraude y reputación; (3) phishing e ingeniería social; (4) seguridad y educació

La relación accionista-empresa en Internet: análisis desde el enfoque de confianza

During the last decade there has been a break of trust of the shareholders to the company. Several factors converge to bring this breakthrough on the one hand, certain abuses of the “creative” reflected in an excessive “make-up” of the financial information and on the other hand, poor practices among some market players that have resulted in distrust and uncertainty about the present and the prospects for future. The aim of this paper is analyze trust between shareholders and companies and provide a model of communication via Internet to contribute to build confidence between them.Durante la última década se ha producido una ruptura de la confianza de los accionistas hacia las empresas. Son varios los factores que han contribuido a propiciar esta ruptura; entre ellos determinados abusos de la «contabilidad creativa» reflejados en un excesivo «maquillaje» de la información económico-financiera y las malas prácticas de algunos agentes de los mercados que terminan por originar desconfianza e incertidumbre acerca del presente y las perspectivas de desarrollo del sistema económico en el futuro. El objetivo de este trabajo es analizar las bases de la confianza entre accionistas y empresas y proporcionar un modelo de comunicación a través de Internet que contribuya a construir la confianza entre ambos

El gobierno corporativo electrónico: un enfoque de confianza para los accionistas

Tesis doctoral inédita. Universidad Autónoma de Madrid, Facultad de Ciencias Económicas y Empresariales, Departamento de Contabilidad y Administración de Empresas. Fecha de lectura: 17-07-0

The circular economy strategy in hospitality: A multicase approach

The circular economy (CE) is considered a possible solution to problems, such as the increasing global demand for resources, climate change and worldwide pollution. CE can help to transform the hospitality industry from its current linear model of production to a circular one. However, there is a lack of research on circular tourism, therefore, this paper’s main purpose is to shed light on CE strategies—reduction, reuse, recycle, redesign, replace and rethink—developed in the tourism sector, as well as the tourism sector’s CE initiatives by means of a business case analysis method. This qualitative multicase analysis allows us to comprehend the CE practices deployed by large hotel chains, thus identifying the CE strategies and best practices. The results show that the main strategies adopted are the reduction, recycle and reuse, in this order. Nevertheless, the remaining strategies have yet to be adopted in the mainstream. This research emphasises the need to promote the CE in the hospitality industry, especially among independent hotels.This work was supported by the Ministry of Science, Innovation and Universities of Spain within its National Program for Research Aimed at the Challenges of Society under grant ECO2016-79659-R (Ecoinnovation and Circular Economy in Services Industries

The role of institutional engagement at the macro level in pushing the circular economy in Spain and its regions

Currently, the European Union is promoting the circular economy, a change that involves moving the foundations of actual economies toward the most sustainable production and consumption periods, in which the reuse of resources predominates, mainly through recycling, reuse, and reduction, among other strategies. This study, through the application of institutional theory, analyzes the role that institutional pressure has in the diffusion and adoption of the circular economy from the state to the regions inside through coercive, normative, and mimetic pressures. A matrix of institutional positioning was developed that analyzes the number and diversity of circular economy initiatives. The results show that coercive pressure followed by mimetic pressure are the most relevant in explaining the development of the circular economy in Spain in relation to the closest other European countries in Southern Europe, while there is low normative pressure. The results obtained provide relevant information on how to accelerate the development of the circular economy throughout the European Union through the adequate exercise of different types of institutional pressure.This research was supported by the Ministry of Science, Innovation and Universities of Spain within its National Program for Research Aimed at the Challenges of Society. [Grant ECO2016-79659-R (Ecoinnovation and Circular Economy in the service sector)

COVID-19 impacts and recovery strategies: The case of the hospitality industry in Spain

The health crisis caused by the pandemic COVID-19 has been of such magnitude that the drop-off in economic and tourist activity in most countries is generating an economic crisis with consequences that are still difficult to measure. The present work analyses the origins and evolution of the coronavirus pandemic and reviews the literature related to the impacts and recovery strategies that were implemented in previous crisis situations affecting the hotel industry. In order to focus the study on one country, Spain was selected based on tourism indicators, the importance of tourism for this country and the importance of Spain as a leader in international tourist destinations. The influence of the pandemic on the Spanish tourism sector and, more specifically, on its hospitality industry is explored in depth. In addition, the main initiatives to support the tourism and hospitality sector that have been undertaken at the global, European and national levels are highlighted and, finally, the response and recovery strategies of the five largest Spanish hotel chains to guarantee a COVID-19-free stay in their facilities and to recover the accommodation activity are discussed.This research was funded by the Ministry of Science and Innovation of Spain within its National Program for Research Aimed at the Challenges of Society. (Grant ECO2016-79659-R (Eco-innovation and Circular Economy in the service sector)

Functional Quality and Hedonic Quality: A Study of the Dimensions of e-Service Quality in Online Travel Agencies

We attempted to clarify the dimensions of e-service quality and their role in producing perceived value and loyalty among customers of e-commerce websites. We particularly examined whether e-quality consisted of two groups of dimensions: (i) functional; or (ii) hedonic quality. Based on a survey of 1201 online customers of Spanish travel agencies, we used structural equation modelling to show that both types of quality are distinct dimensions of e-quality and that both have positive and significant influence on perceived value. In addition, perceived value was shown to have a significant impact on loyalty, thus validating the chain from service quality-to-perceived value-to-loyalty in the context of e-commerce. The implication for e-service managers is that they must be aware of the importance of hedonic quality in seeking to attract and retain customers

Sentiment analysis to measure quality and build sustainability in tourism destinations

The models used for analyzing and measuring quality in tourist destinations are changing with the incorporation of new techniques derived from data science and artificial intelligence. Recent studies show how social media and e-word of mouth (e-WoM) are playing key roles in the perception and image diffusion of tourist destinations. Thus, it is necessary to look for new methods for analyzing the tourist management and attractiveness of tourist spots. This includes conducting a sentiment analysis of tourists that modifies former research methods based on previously proposed model, supported by a survey, which obtained predefined and incomplete results. This study analyzed the quality of tourism in Spain, a major tourist destination that is considered to be the country with the greatest tourist competitiveness according to the World Economic Forum, and in China, the country with the greatest level of development and potential. A sentiment analysis was carried out to measure the quality of tourist destinations in Spain, and this involved three challenges: (1) the analysis of the sentiments of Chinese tourists obtained from e-WoM; (2) the use of new models to measure the quality of a destination based on information from Chinese social networks, and (3) the use of the latest artificial intelligence analytical technologies. Our findings demonstrate how sentiment analysis can be a determining factor in measuring WoM and identifying areas of development in tourist destinations in order to build a more sustainable destination. The results includes the following aspects: (1) the use of real images with more empirical evidence, (2) the use of impressive and disappointing sentiments, (3) a “no comment status”, (4) elimination of stereotypes, and (5) the identification of new opportunities and segments.This research was funded by the program of the Autonomous University of Madrid–Santander Bank, grant number 2017/Asia0