Ulises Ruiz, José Simón, Pedro Molina, J. Jimenez and J. Grandal
Defining quality of healthcare and determining how to improve organisational performance in developed countries is still an unresolved issue among healthcare professionals…
Abstract
Defining quality of healthcare and determining how to improve organisational performance in developed countries is still an unresolved issue among healthcare professionals. However, given that it is an important area of responsibility and accountability it is no longer acceptable to view the issue as discretionary. An increasingly acceptable operative option for achieving continuous improvement and excellence seems to be the self‐assessment of an organisation, based on the principles of knowledge management and total quality management (TQM). This article provides an explanation of a two‐level self‐assessment approach for implementing TQM within the Spanish healthcare system. The first level integrates a client‐centred approach using classical healthcare accreditation criteria along with ISO 9000 standards, the aim being to establish quality assurance systems in the whole organisation. The second level uses the European Foundation for Quality Management Excellence Model as a road map for self‐assessment and continuous improvement towards excellence.
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Pedro M. García-Villaverde, Job Rodrigo-Alarcón, Maria Jose Ruiz-Ortega and Gloria Parra-Requena
The purpose of this paper is to study the effect of cognitive social capital (CSC) on firms’ entrepreneurial orientation (EO) and how knowledge absorptive capacity moderates this…
Abstract
Purpose
The purpose of this paper is to study the effect of cognitive social capital (CSC) on firms’ entrepreneurial orientation (EO) and how knowledge absorptive capacity moderates this relationship. The purpose is aimed at completing the gap in the literature regarding determinants of EO linked with knowledge.
Design/methodology/approach
The empirical study was carried out on a sample of 292 Spanish firms in the agri-food industry. Partial least squares (SmartPLS software) was used to evaluate the measurement and structural models.
Findings
CSC has a curvilinear influence (U-shaped) on EO. In addition, this relationship is accentuated with higher knowledge absorptive capacity.
Practical implications
Managers should promote cognitively close networks and reinforce shared goals and culture with their contacts to maintain a high EO. Furthermore, managers should strengthen their knowledge absorptive capacity to boost innovativeness, risk taking and proactiveness derived from cognitive proximity with their contacts.
Originality/value
This study adds value to social capital literature by pointing out a curvilinear relationship (U-shaped) between CSC and EO, in contrast to studies focussed on other dimensions of social capital, which have obtained divergent results. Furthermore, this study reinforces the key contingent role of knowledge absorptive capacity. The study provides a valuable theoretical framework of EO determinants connecting the cognitive perspective of social capital theory with a dynamic capability view.
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Dioni Elche, Pedro M. García-Villaverde and Ángela Martínez-Pérez
This paper aims to analyze the effects of inter-organizational relationships with core and peripheral partners on innovation in heritage tourism clusters.
Abstract
Purpose
This paper aims to analyze the effects of inter-organizational relationships with core and peripheral partners on innovation in heritage tourism clusters.
Design/methodology/approach
The empirical analysis uses original data (collected by means of a postal questionnaire) based at UNESCO World Heritage Cities in Spain. The sample consists of 215 companies, and the methodology used is hierarchical linear regression.
Findings
The authors identify divergent effects of relationships with core and peripheral partners on innovation. In particular, the effect of core partners has an inverted U-shaped form, while that of peripheral partners is U-shaped.
Research limitations/implications
The results may be extrapolated to other heritage tourism clusters located in World Heritage Cities with some precaution. The paper does not jointly analyze the effects of relationships with core and peripheral partners on the innovation of firms in tourism clusters.
Practical/implications
Clustered tourism firms should not rely only on relationships with core agents, because beyond a critical threshold, returns in terms of innovation diminish. Firms should strive to establish relationships with peripheral agents in spite of the initial difficulties and the costs associated with network building, because positive returns soon materialize.
Originality/value
This paper contributes to the literature on inter-organizational relationships by analyzing the impact of relationships with core and peripheral partners on innovation in clustered firms. The authors highlight the existence of the divergent curvilinear effects of these relationships on heritage tourism clusters.
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Enrique Claver-Cortés, Bartolomé Marco-Lajara, Pedro Seva-Larrosa and Lorena Ruiz-Fernández
This paper aims to know the dimension and scope that research on the district effect has had in the literature about industrial districts, as well as to shed some light on the…
Abstract
Purpose
This paper aims to know the dimension and scope that research on the district effect has had in the literature about industrial districts, as well as to shed some light on the connection between industrial districts and business results; or expressed differently, on how being located in an industrial district or not affects or might influence the performance of the firms located therein.
Design/methodology/approach
The purpose of this paper has been achieved through an exhaustive review of the empirical literature dedicated to the so-called district effect. The papers selected in the analysis were selected on the basis of the following criteria: (1) publications in scientific journals; (2) studies carried out in Spain and Italy; and (3) works published between 1994 and 2017.
Findings
The outcome of the literature review suggests, on the one hand, that the debate on the extent to which the territory influences the competitiveness of firms located in industrial districts still remains a topic of great interest. It can additionally be observed that most of the works dedicated to measuring the district effect have done so using three dimensions: (1) productivity/efficiency; (2) international competitiveness; and (3) innovation.
Practical implications
From a theoretical perspective, the findings of this paper make it possible to carry out an integrating proposal for the measurement of the district effect which revolves around three dimensions (productivity/efficiency; international competitiveness; and innovation).
Originality/value
This paper makes a twofold contribution to the literature: (i) it brings together the most important empirical contributions that measure the competitive advantages obtained by firms located in industrial districts through the district effect; and (ii) it theoretically and empirically establishes the essential dimensions of that effect.
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Maria Romero-Charneco, Ana-María Casado-Molina, Pilar Alarcón-Urbistondo and Juan Pedro Cabrera Sánchez
Given the importance of chatbots in customer service in tourism, this paper aims to understand the drivers that predispose regular consumers of restaurant recommendation chatbots…
Abstract
Purpose
Given the importance of chatbots in customer service in tourism, this paper aims to understand the drivers that predispose regular consumers of restaurant recommendation chatbots to continue using them.
Design/methodology/approach
A total of 386 regular consumers of a chatbot via WhatsApp restaurant recommender responded to an online questionnaire (inspired by scales found in the literature on technology adoption). Structural equation modeling was used to test the hypotheses.
Findings
Significant predictors of intention to continue using these chatbots included “effort expectancy (EE),” “hedonic motivation (HM),” “price value (PV)” and “habit (HT).” Specifically, HT still has a long way to go in terms of its performance, and it will be possible to work on it. Furthermore, two variables, EE and HM, act as a bottleneck when it comes to explaining this recurrent usage intention. Factors such as “performance expectancy (PE),” “facilitating conditions (FC)” and “social influence (SI)” did not influence “behavioral intention (BI).” Likewise, the moderating variables, age and gender, are not significant. Finally, the predictive capability of the model is demonstrated. The study findings will enable the development of effective strategies to foster consumer loyalty to this new technology in the restaurant industry.
Originality/value
This study contributes, building on the suitability of the unified theory of acceptance and use of technology 2 model, to explain users’ intention to continue using chatbot tourism services in the context of an information search for an unplanned and varied purchase decision, namely, restaurant recommendation services. To the best of the authors’ knowledge, this is the first analysis of tourist’s intention to reuse a real and fully functional chatbot via mobile instant messaging.
研究目的
鉴于聊天机器人在旅游客户服务中的重要性, 本研究旨在了解驱动消费者持续使用WhatsApp餐厅推荐聊天机器人的因素。
研究方法
共收集386名WhatsApp餐厅推荐聊天机器人的常规用户在线问卷数据(问卷设计参考技术采纳相关文献中的量表)。研究采用结构方程模型(SEM)验证假设。
研究发现
影响用户持续使用意图的显著预测因素包括“努力期望(EE)”、“享乐动机(HM)”、“价格价值(PV)”和“习惯(HT)”。其中, “习惯(HT)”表现仍有提升空间, 而“努力期望(EE)”和“享乐动机(HM)”是解释持续使用意图的瓶颈因素。此外, “绩效期望(PE)”、“促进条件(FC)”和“社会影响(SI)”对“行为意图(BI)”无显著影响。性别和年龄等调节变量同样不显著。研究结果验证了模型的预测能力, 能够为餐厅行业制定有效策略以增强消费者对这一新技术的忠诚度提供指导。
研究创新
本研究基于UTAUT2模型, 首次分析了消费者在餐厅推荐服务中持续使用移动即时通讯(MIM)聊天机器人的意图, 为探索非计划性和多样化购买决策背景下的信息搜索服务提供了新见解。
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Gloria Parra-Requena, Maria Jose Ruiz-Ortega, Job Rodrigo-Alarcón and Pedro M. García-Villaverde
In recent years, interest in analysing the conceptualisation, measurement, determinants and consequences of sustainability orientation (SO) has intensified. The authors respond to…
Abstract
Purpose
In recent years, interest in analysing the conceptualisation, measurement, determinants and consequences of sustainability orientation (SO) has intensified. The authors respond to a growing demand for research that delves into external and relational factors of SO in the context of hospitality and tourism industry. This paper aims to analyse how market dynamism (MD) influences the SO of firms in heritage tourism destinations (HTDs) and how bridging capital affects this relationship.
Design/methodology/approach
The authors empirically analysed a sample of 238 companies in the UNESCO World Heritage Cities of Peru. The proposed hypotheses have been tested using partial least squares structural equation modelling.
Findings
The results show a curvilinear relationship between MD and SO. Furthermore, bridging capital enhances the effects of MD, reducing the focal width of the U-shaped curve. Specifically, when hospitality and tourism firms (HTFs) in tourist destinations operate in environments with low-medium levels of dynamism, the diverse links generated slow down the development of an SO. However, the more dynamic the environment, the greater is the SO of firms with large amounts of bridging capital.
Practical implications
The findings highlight the importance of conducting an analysis based on a contingent approach that considers the coherence between external elements of the environment and internal factors. Such an approach helps to understand how HTFs in developing countries establish their SO. Managers should be aware of changes in demand and seek coherence between the level of MD and their inter-organisational relationships, and so be able to assess potential opportunities through developing an SO.
Originality/value
This study contributes to a better understanding of the sustainability commitment of HTFs in the sustainability of HTDs. This study connects the population ecology and social capital approaches, explaining this relationship from a disaggregated perspective – social and environmental – in the context of a developing country.
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Ángela Martínez-Pérez, Pedro M. García-Villaverde and Dioni Elche
This paper aims to analyze the extent to which social capital (SC) spurs innovation in firms located within tourism clusters. Specifically, the study focuses on the mediating role…
Abstract
Purpose
This paper aims to analyze the extent to which social capital (SC) spurs innovation in firms located within tourism clusters. Specifically, the study focuses on the mediating role of ambidextrous knowledge strategy (AKS) on the relationship between SC and innovation.
Design/methodology/approach
A structural model is used on a sample of 215 firms of the hospitality and tourism industry located in World Heritage Cities of Spain. Data analysis is carried out using partial least squares.
Findings
The combination of bonding and bridging capital yields higher innovation performance through AKS.
Research limitations/implications
This analysis does not take into account the full set of confounding factors that influence innovation. The factors captured by this study significantly explain heterogeneity in the intensity of innovation among the studied firms.
Practical Implications
The main recommendation is that firms located in cultural tourism clusters (CTCs) do not restrict the focus on either local or outside relations only but pursue a strategy based on the combination of internal and external relations. This will enable ambidextrous knowledge strategies and better innovation performance.
Originality/value
There are numerous studies on the relation between some dimensions of SC, some knowledge strategies and some types of innovation. The value added of the present study is the articulation of complementarities among these dimensions. In particular, this study integrates bonding and bridging dimensions of SC, exploration and exploitation of knowledge and incremental and radical innovation. In addition, the paper provides an empirical identification of World Heritage Cities of Spain as CTCs.
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Arturo Molina, David Martín‐Consuegra and Águeda Esteban
The purpose of this paper is to investigate the impact of relational benefits on customer satisfaction in retail banking. This paper presents a causal model that identifies a…
Abstract
Purpose
The purpose of this paper is to investigate the impact of relational benefits on customer satisfaction in retail banking. This paper presents a causal model that identifies a connection between the relational benefits achieved through a stable and long‐term relationship with a given bank and customer satisfaction with retail banking.
Design/methodology/approach
Based on a theoretical framework regarding the relationship between relational benefits and customer satisfaction, an empirical study using a sample of 204 bank customers was conducted, and the theoretical model is tested. Multi‐item indicators from prior studies were employed to measure the constructs of interest, and the proposed relationships were tested using structural equations modeling methods.
Findings
The results show that confidence benefits have a direct, positive effect on the satisfaction of customers with their bank. However, special treatment benefits and social benefits did not have any significant effects on satisfaction in a retail banking environment.
Research limitations/implications
This study was conducted in a retail banking setting, and may not be generalized in other service sectors. It has also focused on the relationship between relational benefits and satisfaction, while other factors that may have an influence on consumer satisfaction have not been considered.
Practical implications
The findings suggest that banks can create customer satisfaction through relational strategies that focus on building customer confidence. Therefore, frontline employees should be committed to establishing and maintaining confidence benefits for customers.
Originality/value
Interest in the subjects of relational benefits and customer satisfaction has been growing among marketing researchers and practitioners. The present study provides useful information on the relationship between customer satisfaction and specific relational benefits in retail banking.
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Pedro Soto-Acosta, Francisco Jose Molina-Castillo, Carolina Lopez-Nicolas and Ricardo Colomo-Palacios
The purpose of this paper is to develop a research model that examines the effect of information overload and information disorganisation upon customers’ perceived risk and…
Abstract
Purpose
The purpose of this paper is to develop a research model that examines the effect of information overload and information disorganisation upon customers’ perceived risk and purchase intention online in a single integrative model. In addition the paper investigates whether internet experience moderates these relationships.
Design/methodology/approach
To achieve the paper's objectives an experiment that involved visiting the ten most visited e-commerce web sites in Spain was conducted. Hypotheses were tested by using structural equation modelling on a data set of 1,396 online shopping customers.
Findings
The results suggest a positive relationship between information overload and customer purchase intention and that internet experience reinforces this positive effect. Moreover the results confirm that the relationship between information disorganisation and customer purchase intention is not significant and that internet experience does not moderate the relationship. The findings also indicate that perceived risk mediates the relationship between information overload and information disorganisation on customer purchase intention.
Originality/value
This work contributes to the literature by exploring the phenomenon of information overload and information disorganisation upon customers’ perceived risk and purchase intention in the e-commerce environment as well as the moderating effect of internet experience on these relationships in a single integrative model. The main conclusions of this investigation can be valuable to organisations that implement or intend to implement e-commerce.
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Carlos Dávila Ladrón de Guevara, Araceli Almaraz Alvarado and Mario Cerutti
Taking as reference a sample of around a hundred biographical materials on entrepreneurs in Mexico and Colombia, the purpose of this chapter is dual. Both to show the relevance…
Abstract
Taking as reference a sample of around a hundred biographical materials on entrepreneurs in Mexico and Colombia, the purpose of this chapter is dual. Both to show the relevance and varied modalities that the biographical approach has enjoyed in business history research since the 1990s, and to display the intrinsic potential this modality of scholarship entails for entrepreneurship endeavors. In particular, it discusses the prospects to incorporate this body of empirical works into the large Latin American audience attending undergraduate, graduate and executive education programs in business, economic history and related fields. The chapter is organized into three sections. The first two are devoted to illustrate relevant patterns in the entrepreneurial trajectory of individuals and entrepreneurial families studied in each of the two countries under consideration. The last section identifies some conceptual issues that may impact current debates on Latin American business development as exemplified in recent business and economic history journal venues and scholarly conferences.