The Use of Consumer-Generated Feedback in the Hotel Industry: Current Practices and Their Effects on Quality

Consumer-generated feedback is hard to ignore these days. Word-of-mouth has expanded beyond a customer’s immediate friends and family; with the help of technology it reaches thousands of current and prospective guests. In light of this, scholars and practitioners are exploring the subject of consumer-generated feedback. Today, most of the research regarding this subject focuses on the use of consumer-generated feedback to make purchase decisions. In contrast, the present study explores the use of such information for the purposes of improving hotel operations. This article examines the amount of value placed on consumer-generated feedback, the relative importance placed on positive and negative feedback, and its effects on perceived quality. Furthermore, this study inquires as to the specific uses given to consumer-generated feedback in the hotel industry. It is the researchers’ contention that valuing feedback has positive effects on perceived quality. The findings conclude that hotels can use consumer-generated feedback to take actions such as modifying training programs and operating procedures, as well as identifying patterns of complaint and praise

Critical review of strategic planning research in hospitality and tourism

Strategic planning remains one of the most popular management tools, but theoretical and empirical developments in the academic literature have been a slow burn. This paper addresses this gap and provides an up-to-date review of hospitality and tourism strategic planning research. We review strategic planning research from 1995 to 2013 in seven leading tourism academic journals, and adopt a modern and broad conceptualization of strategic planning. While there is some awareness of effective tourism strategic planning processes, academic research has not kept pace with practice. To stimulate a resurgence of research interest, we provide future research directions. We observe a methodological introspection and present some new research methodologies, which are critically important in researching the turbulent, chaotic and nonlinear tourism environment

Tourism economics research: A review and assessment

This paper aims to provide the most up-to-date survey of tourism economics research and to summarise the key trends in its recent development. Particular attention is paid to the research progress made over the last decade in respect of approaches, methodological innovations, emerging topics, research gaps, and directions for future research. Remarkable but unbalanced developments have been observed across different sub-research areas in tourism economics. While neoclassical economics has contributed the most to the development of tourism economics, alternative schools of thought in economics have also emerged in advancing our understanding of tourism from different perspectives. As tourism studies are multi- and inter-disciplinary, integrating economics with other social science disciplines will further contribute to knowledge creation in tourism studies

The influence of stakeholders on the environmental perception of managers : a mixed methods study

The purpose of this study is to determine which environmental stakeholders exert more pressure on a firm as well as the degree of cooperation existing between the firm and these groups. In addition, this article analyses how stakeholders´ actions influence the perception of managers about the environment as a competitive opportunity in different sectors. A sequential mixed methods study has been carried out, specifically a QUAL→QUAN design. The first stage (qualitative) is a multiple case study of eight Spanish firms from the primary, secondary and service sectors. The second stage (quantitative) includes a structural equations model for a sample of 239 hotels and 208 manufacturing firms. The findings show that stakeholders´ influence on the managerial perception of the environment as a competitive opportunity depends on the sector analysed. This influence is stronger in the group of manufacturing firms affected by Spain‟s Integrated Pollution Prevention and Control law (IPPC) than in the hotel industry. As for the degree of collaboration between stakeholders and the firm, it is higher among suppliers in the primary and secondary sectors, whereas in the service sector, it is customer participation that has prevailed

The influence of stakeholders on the environmental perception of managers: a mixed methods study

The purpose of this study is to determine which environmental stakeholders exert more pressure on a firm as well as the degree of cooperation existing between the firm and these groups. In addition, this article analyses how stakeholders´ actions influence the perception of managers about the environment as a competitive opportunity in different sectors. A sequential mixed methods study has been carried out, specifically a QUAL→QUAN design. The first stage (qualitative) is a multiple case study of eight Spanish firms from the primary, secondary and service sectors. The second stage (quantitative) includes a structural equations model for a sample of 239 hotels and 208 manufacturing firms. The findings show that stakeholders´ influence on the managerial perception of the environment as a competitive opportunity depends on the sector analysed. This influence is stronger in the group of manufacturing firms affected by Spain‟s Integrated Pollution Prevention and Control law (IPPC) than in the hotel industry. As for the degree of collaboration between stakeholders and the firm, it is higher among suppliers in the primary and secondary sectors, whereas in the service sector, it is customer participation that has prevailed

Proyectos comunitarios: propuestas desde la promoción de la salud y la creación artística

Referencias bibliográficas: • Cleveland W. Art in Other Places: Artists at Work in America's Community and Social Institutions. New York: Edita Praeger; 2000. • De Nobriga K, Schwarzman M. Community-based art for social change. [Internet.] 1999 [consultado el 31 de enero de 2016]. Disponible en: http://www.communityarts.net/archivefiles/education/index/php • Bains R. Mesa-Brains A. A reciprocal university: A model for arts, justice, and community. Social Justice. 2002;29 (4):182-97. • Carta de Otawa. OMS. 1986. Disponible en: http://www1.paho.org/spanish/HPP/OttawaCharterSp.pdf • Ávila N, Orellana M, García M, Antúnez N, Claver D. Arte, salud y prevención: primeras colaboraciones. Gaceta Sanitaria. 2014;28(6):501-4. • McNaughton J, White M, Stacey R. Researching the benefits of arts in health. Health Education. 2005;105(5):332-39. • Segura J. Arte y salud, una buena alianza. [Internet.] 2013 [consultado el 20 de enero de 2016]. Disponible en: http://saludpublicayotrasdudas.wordpress.com/ 2014/01/26/arte-y-salud-una-buena-alianza/ • Siles S. El arte y el museo como vehículo de experiencia en hábitos saludables para personas con Funcionamiento Intelectual Límite: un estudio de caso en el Museo Thyssen-Bornemisza de Madrid. Madrid: Universidad Complutense de Madrid; 2014 [consultado el 20 de enero de 2016]. Disponible en: http://eprints.ucm.es/27855/ • Onyx J. University-Community Engagement: What does it mean? Gateways: International Journal of Community Research and Engagement. 2008;1:90-106.El artículo recoge la colaboración entre la Facultad de Bellas Artes de la Universidad Complutense de Madrid y el Servicio de Prevención y Promoción de la Salud de Madrid Salud en proyectos comunitarios. El objetivo de esta colaboración ha sido el diseño e implementación de proyectos comunitarios utilizando el arte y la creación plástica como vehículo para la promoción de la salud comunitaria con diferentes colectivos (adolescentes, jóvenes, mujeres, diversidad). El diseño y el desarrollo de estos proyectos fue llevado a cabo por estudiantes universitarios en prácticas, apoyados por profesionales de ambas instituciones, atendiendo a todas las dimensiones implicadas en los mismos. Estos proyectos son el resultado del acuerdo de colaboración entre profesionales e investigadores del ámbito del arte y la promoción de la salud, así como del acuerdo para el desarrollo de prácticas curriculares de estudiantes universitarios de enseñanzas artísticas en contextos sociales. Con estos proyectos se analiza el concepto de proyecto comunitario como concepto compartido desde la disciplina del arte y la promoción de la salud.This article describes the collaboration between the Faculty of Fine Arts of the Complutense University of Madrid and the Prevention and Health Promotion Service of the Madrid Health Service, based on the shared concept of a community project. The aim of this collaboration was to design and develop community projects using art and creativity as a vehicle for promoting community health among different groups (adolescents, young people, women, people from diverse backgrounds). As a result of this collaboration, university students, supported by professionals from both institutions, designed and developed art-based community projects. These projects are not only the result of the collaboration between practitioners and researchers in the fields of art and health promotion, but they also provide an opportunity for university students in the arts to develop social practices. The concept of community project, shared between these two disciplines (art, and health promotion), was analysed through the projects described in this article.Depto. de Didáctica de las Lenguas, Artes y Educación FísicaFac. de EducaciónTRUEpu