This study examines whether gender diversity in top management teams (TMTs) of hotels impacts corporate social responsibility (CSR) practices and hotel performance. It hypothesizes that gender diversity positively influences CSR implementation, which then enhances hotel performance. Using a sample of Spanish hotels, the study finds that gender diversity in TMTs increases CSR adoption. It also finds that the impact of gender diversity on hotel performance is mediated by CSR. Finally, the adoption of total quality management (TQM) and CSR is found to improve benefits to hotel stakeholders and positively impact hotel performance. The study contributes to understanding how gender diversity, CSR practices, and stakeholder impacts relate to hotel performance.
In recent years, hotel business became an important business in Bangladesh due to substantial
increase of customers in this industry. The reasons can be attributed by the increase in health
consciousness and social responsiveness of the customers. But the industry is not in a position to
fulfill the demands of the customers. Hence, this study aims at examining the extent of corporate
social responsibility (CSR) of the hotels that can influence perceived service quality (PSQ) and
behavioral intentions of the customers in this industry of Bangladesh. In order to identify and
measure the CSR activities, a quantitative approach has been applied, harnessing a survey
questionnaire among the hotel customers in Bangladesh. Three hundred hotel customers from 45
hotels located in Dhaka were interviewed with a structured questionnaire. Data analysis has been
performed by using Partial Least Squares - Structural Equation Modeling (PLS-SEM) method.
The results of the study confirm that the CSR activities have significant and positive relationship
with perceived service quality of the customers. Perceived service quality is also positively
associated with the behavioral intentions of the hotel customers. Finally, CSR demonstrated a
direct and positive relationship with the customers’ behavioral intentions in the hotel industry of Bangladesh.
This research article examines the relationships between corporate social responsibility (CSR), innovation, and firm performance. It analyzes data from 121 Spanish wineries. The results show that CSR and innovation can act as mediators between each other and firm performance, depending on the performance metric used. Specifically, CSR acts as a mediator between innovation and objective performance measures. However, managers perceive that the relationship between CSR and performance is strengthened through innovation activities. The study contributes to understanding the complex relationships between CSR, innovation, and different measures of firm performance.
CONCEPTUALTHEORETICAL PAPERCustomer engagement in serviceAlleneMcclendon878
CONCEPTUAL/THEORETICAL PAPER
Customer engagement in service
V. Kumar1,2,3,4 & Bharath Rajan1 & Shaphali Gupta1,5 & Ilaria Dalla Pozza6
Received: 1 February 2017 /Accepted: 20 September 2017 /Published online: 7 October 2017
# Academy of Marketing Science 2017
Abstract We develop a framework to facilitate customer en-
gagement in service (CES) based on the service-dominant (S-
D) logic. A novel feature of this framework is its applicability
and relevance for firms operating both in developed and emerg-
ing markets. First, we conduct a qualitative study involving
service managers from multinational companies (MNCs)
across the developed and emerging markets to understand the
practitioner viewpoints. By integrating the insights from the
interviews and the relevant academic literature, this framework
explores how interaction orientation and omnichannel model
can be used to create positive service experience. We also iden-
tify the factors that moderate the service experience, and
categorize them as follows: offering-related, value-related, en-
abler-related, and market-related. Further, we also propose that
perceived variation in service experience moderates the influ-
ence of service experience on satisfaction and emotional attach-
ment, which ultimately impacts customer engagement (CE).
From these factors, we advance research propositions that dis-
cuss the creation of positive service experience. One of the
study’s key contributions is that MNCs can focus their attention
on the moderators to ensure consistency in positive service
experience, in an effort to enhance CE.
Keywords Service experience . Customer engagement .
Developed markets . Emerging markets . Service-dominant
logic
Introduction
The emergence of service activities globally can be observed
at the firm level through the concept of customer engagement
(CE). In such an environment, engaging with customers has
been recognized as a viable way for enhancing brand and firm
performance (Gartner 2014). For instance, Gallup research
found that on a per-trip basis, Bfully engaged^ customers in
the consumer electronics industry spent $373, compared to
$289 by the Bactively disengaged^ customers (Sorenson and
Adkins 2014). With financial performance at stake, service
firms would, therefore, be more inclined to engage with their
customers.
Research studies have identified CE as a key success factor
for firms (Kumar and Pansari 2016; Verhoef et al. 2010). In
this regard, value contribution from customers to the firms
extends beyond just purchases transactions to also include
non-purchase related customer behaviors (Kumar and
Reinartz 2016). All these ways of customer value contribution
Satish Jayachandran served as Area Editor for this article.
* V. Kumar
[email protected]
Bharath Rajan
[email protected]
Shaphali Gupta
[email protected]
Ilaria Dalla Pozza
[email protected]
1 Center for Excellence in Brand & Customer Management, J. Mack
Robinson College of Business, Georgia State Univ ...
O R I G I N A L P A P E RCSR and Customer Value Co-creatio.docxvannagoforth
O R I G I N A L P A P E R
CSR and Customer Value Co-creation Behavior: The Moderation
Mechanisms of Servant Leadership and Relationship Marketing
Orientation
Trong Tuan Luu1
Received: 28 September 2015 / Accepted: 27 February 2017 / Published online: 9 March 2017
� Springer Science+Business Media Dordrecht 2017
Abstract Corporate social responsibility (CSR) is a force
to ‘‘pull’’ customers to the organizational mission and
values, and influence them to contribute to the organiza-
tion. The primary purpose of the research is to assess how
CSR contributes to customer value co-creation. The
research also seeks evidence on the moderation mecha-
nisms of servant leadership and relationship marketing
orientation for the effect of CSR on customer value co-
creation behavior. The data were collected from 873
employees and 873 customers in software industry in
Vietnam context. The data analysis supported the positive
effect of CSR on customer value co-creation behavior.
Servant leadership and relationship marketing orientation
were also found to play moderating roles for the CSR–
customer value co-creation linkage.
Keywords Corporate social responsibility � Customer
value co-creation behavior � Servant leadership �
Relationship marketing orientation � Vietnam
Introduction
Organizations have been facing stronger and stronger for-
ces from the market, especially customer forces such as the
increasing fragmentation of consumer markets; rapidly
changing customer buying patterns and life styles; more
sophisticated and demanding customers; and their higher
expectations in terms of customization, newness, quality,
and price (Ernst et al. 2011). Customer forces can be
challenges for passive organizations, but may be assets or
resources for organizations with sustainable strategic pos-
ture, which can transform customer forces into values for
themselves. Service-dominant logic perspective—the
foundation for the study of value creation within service
systems (Vargo et al. 2008)—unveils the value co-creating
role of customers (Vargo and Lusch 2004) in addition to
their traditional role as carriers of needs. Co-creation
entails a unique, strategic partnership between the organi-
zation and the customer (Zhang et al. 2015). In Vargo and
Lusch’s (2004) words, customers are partners and co-pro-
ducers of value, services, and products. Co-creation blurs
the boundaries of the organization by ‘‘outsourcing’’
innovation and value creation to customers. As such, cus-
tomer forces are not merely demanding but contributive by
nature as well.
In light of service-dominant logic (Vargo and Lusch
2004), customer is also operant resource (i.e., source of
knowledge and skills, Vargo and Lusch 2008; Gohary and
Hamzelu 2016) for value co-creation. Yet, the conversion
of this operant resource into value co-creation behavior
may not occur without customers’ social identification
with the organization in light of social identity theo ...
Developing service delivery standards for the hospitality industry in ghanaAlexander Decker
This document summarizes a study on developing service delivery standards for Ghana's hospitality industry. It discusses key concepts like service and service quality. Some of the main challenges facing hotels in Ghana are differences in quality across hotels, cultural factors, economic limitations, and meeting expectations of both local and international tourists. The study examines how factors like staff reliability, competence, cultural influences, and customer expectations impact service quality. It suggests Ghana can improve its hospitality industry by better understanding diverse customer groups and developing standardized quality measures that reflect local conditions.
Running Head: RESEARCH TOPIC 1
RESEARCH TOPIC 3
Lilisbet Alonso
Florida National University
Nursing Research
Prof: Claudia Davis PhD, RN-BC
May 12, 2020
RESEARCH TOPIC
Family nurse practitioners are much more interested in improving the general quality of nursing care and services delivery to the patients. I believe that family nursing practitioner profession is very vital in improving the quality of care by serving a very unique function in the medical care system. This is through the development of lasting relationships with patients and viewing the success of patients within the greater family and community framework.
My research topic of interest is Obesity and Weight Management Programs. The reason why I choose doing this research is due to the day by day increasing mortality rates and considerable morbidity that are linked with obesity due to the impact that it has on other conditions such as type 2 diabetes, reproductive diseases, cancer as well as gastrointestinal diseases. (Tappen, 2016). Obese individuals face a incessant, enduring struggle. This makes obesity to be one of the most prevalent diet-related health problems globally and more so in the United States. It places a significant burden on healthcare systems. There is, therefore, the importance of research to better understand the problem and how it can be maintained.
According to Lean, et al., (2018) there was a projection by the government that by the turn of 21st century, less than of 20% of adults aged 20 years and above and no more than 15% of adolescents aged 12 and above should not be overweight. This goal has not been achieved; rather, the United States is moving father rather than closer to the goal. The prevalence of overweight and obesity continues to rise and not falling.
References
https://www.youtube.com/watch?v=hXvoKE6_wQo
https://www.youtube.com/watch?v=lw8HPXJP1VA
Lean, M. E., Astrup, A., & Roberts, S. B. (2018). Making progress on the global crisis of obesity and weight management. bmj, 361, k2538.
Tappen, R. M. (2016). Advanced nursing research: From theory to practice. Jones & Bartlett Publishers. Retrieved from: https://books.google.co.ke/books?hl=en&lr=&id=DnyUCgAAQBAJ&oi=fnd&pg=PR1&dq=Tappen,+R.M.+(2015).+Nursing+Research.+Advanced+Nursing+Research:+From+Theory+to+Practice.+(2nd+ed.).+Jones+%26+Bartlett+Learning.&ots=NMrFQlcuEw&sig=BcD9_wBWYoJnfY9u6duh8Qvt5TE&redir_esc=y#v=onepage&q&f=false
NORMAN, ELTON_DIS9902A-12-1 1
LAST, FIRST DIS9902A-12-4 1
Gender Diversity and Job Performance in the Banking Industry
Chapter 2
Student Name
Professor Name
14 May 2020
Table of Contents
Introduction 3
Patterns of Gender Diversity 6
Senior Management 7
Importance of Diverse Board 8
Theoretical Background 8
Agency Theory.
Mechanisms for co-creation and resources investment in the servitization processIJAEMSJORNAL
It is vital to understand servitization from the perspective of cooperation among actors working to co-create value for a service. Thus, this study uses service-dominant to characterize an integrated theory of servitization, especially by including the co-creation mechanism–resource investment relationship in the servitization process. This study incorporates the theories of servitization and service-dominant logic to propose a theoretical model of servitization. A conceptual model was developed wherein servitization comprises three components: actors, mechanisms, and resources. These components are used to build a theoretical model that is divided into phases of implementation. The model uses mechanisms of interaction between actors and their respective resources as crucial components in the efficient implementation of servitization. This study is the first to consider servitization as three components and establish a model. The model affirms that the mechanisms and resources–present in all phases of implementation—are important to the implementation of servitization.
DfforctTake Test Unit lAssessmentTest lnformation.docxcuddietheresa
Dfforc't
Take Test: Unit lAssessment
Test lnformation
Description
lnstructions Assessment lnstructions
Multiple Attempts Not allowed. This test can only be taken once.
Force Completion This test can be saved and resumed later.
!
t:
I
Question Completion Status:
QUESTTON 1 25 points Save Answer
Describe the similarities and differences that exist between inpatient healthcare facilities and outpatient
healthcare facilities. Give three examples of inpatient fucilities and three examples of outpatient facilities. Be
sure to include information about the seryices each facility named provides.
Your response must be at least 200 words in length.
Arial v 3(12pt) \,'
Path: p Words:0
QUESTTON 2 25 poinb Save Ansarer
Discuss the usage of data in health care today. As a heatthcare administrator, hcniv would you make the best
use of data that you have coiiected? Be sure to consider nationai data, state data, and facitrty clata rn your
answer.
Click Save and Submit to save and submit. Click Save All Answers to save oll answers.
Your response must be at least 200 words in length.
Path: p Words:0
QUESTION 3 25 points Save Answer
Discuss how expanded life spans and the new opportunities people have to obtain preventive health
screenings as a result of the Affordable Care Act have affected hcnar ofien peopte utilize healthcare services.
l--lYour re-sponse tnucf6e at leas{@i ,, Question Completion Status:
Path: p Words:0
QUESTTON 4 25 points Save Answer
You are the administrator of a 250-bed hospital in the Midwest. A recent report from your county tells you that
the population within a 2S-mile radius of your facility is getting younger. The median age has decreased from
35 years of age to 29 years of age, whlch is related to the opening of a new college campus. How will this
transition to a younger patient poputation afrect your facility? Are there services in your facility that may need to
be expanded? Are there services in your facility that many need to be reduced or eliminated? How might these
changes impact staffing for your facility?
Your response must be at leasi 200 words in length.
Arial \,, 3 (12pt) \,/
Click Save and Submit to sove ond submit. Click Save All Answers to save oll answers.
Full Terms & Conditions of access and use can be found at
https://www.tandfonline.com/action/journalInformation?journalCode=whrh20
Journal of Human Resources in Hospitality & Tourism
ISSN: 1533-2845 (Print) 1533-2853 (Online) Journal homepage: https://www.tandfonline.com/loi/whrh20
How do changes in human resource management
practices influence employee engagement?
A longitudinal study in a hotel chain in the
Philippines
Alfred Presbitero
To cite this article: Alfred Presbitero (2017) How do changes in human resource management
practices influence employee engagement? A longitudinal study in a hotel chain in the
Philippines, Journal of Human Resources in Hospitality & Tourism, 16:1, 56-70, DOI:
10.1080/15332845.2016.1202061
To l ...
In recent years, hotel business became an important business in Bangladesh due to substantial
increase of customers in this industry. The reasons can be attributed by the increase in health
consciousness and social responsiveness of the customers. But the industry is not in a position to
fulfill the demands of the customers. Hence, this study aims at examining the extent of corporate
social responsibility (CSR) of the hotels that can influence perceived service quality (PSQ) and
behavioral intentions of the customers in this industry of Bangladesh. In order to identify and
measure the CSR activities, a quantitative approach has been applied, harnessing a survey
questionnaire among the hotel customers in Bangladesh. Three hundred hotel customers from 45
hotels located in Dhaka were interviewed with a structured questionnaire. Data analysis has been
performed by using Partial Least Squares - Structural Equation Modeling (PLS-SEM) method.
The results of the study confirm that the CSR activities have significant and positive relationship
with perceived service quality of the customers. Perceived service quality is also positively
associated with the behavioral intentions of the hotel customers. Finally, CSR demonstrated a
direct and positive relationship with the customers’ behavioral intentions in the hotel industry of Bangladesh.
This research article examines the relationships between corporate social responsibility (CSR), innovation, and firm performance. It analyzes data from 121 Spanish wineries. The results show that CSR and innovation can act as mediators between each other and firm performance, depending on the performance metric used. Specifically, CSR acts as a mediator between innovation and objective performance measures. However, managers perceive that the relationship between CSR and performance is strengthened through innovation activities. The study contributes to understanding the complex relationships between CSR, innovation, and different measures of firm performance.
CONCEPTUALTHEORETICAL PAPERCustomer engagement in serviceAlleneMcclendon878
CONCEPTUAL/THEORETICAL PAPER
Customer engagement in service
V. Kumar1,2,3,4 & Bharath Rajan1 & Shaphali Gupta1,5 & Ilaria Dalla Pozza6
Received: 1 February 2017 /Accepted: 20 September 2017 /Published online: 7 October 2017
# Academy of Marketing Science 2017
Abstract We develop a framework to facilitate customer en-
gagement in service (CES) based on the service-dominant (S-
D) logic. A novel feature of this framework is its applicability
and relevance for firms operating both in developed and emerg-
ing markets. First, we conduct a qualitative study involving
service managers from multinational companies (MNCs)
across the developed and emerging markets to understand the
practitioner viewpoints. By integrating the insights from the
interviews and the relevant academic literature, this framework
explores how interaction orientation and omnichannel model
can be used to create positive service experience. We also iden-
tify the factors that moderate the service experience, and
categorize them as follows: offering-related, value-related, en-
abler-related, and market-related. Further, we also propose that
perceived variation in service experience moderates the influ-
ence of service experience on satisfaction and emotional attach-
ment, which ultimately impacts customer engagement (CE).
From these factors, we advance research propositions that dis-
cuss the creation of positive service experience. One of the
study’s key contributions is that MNCs can focus their attention
on the moderators to ensure consistency in positive service
experience, in an effort to enhance CE.
Keywords Service experience . Customer engagement .
Developed markets . Emerging markets . Service-dominant
logic
Introduction
The emergence of service activities globally can be observed
at the firm level through the concept of customer engagement
(CE). In such an environment, engaging with customers has
been recognized as a viable way for enhancing brand and firm
performance (Gartner 2014). For instance, Gallup research
found that on a per-trip basis, Bfully engaged^ customers in
the consumer electronics industry spent $373, compared to
$289 by the Bactively disengaged^ customers (Sorenson and
Adkins 2014). With financial performance at stake, service
firms would, therefore, be more inclined to engage with their
customers.
Research studies have identified CE as a key success factor
for firms (Kumar and Pansari 2016; Verhoef et al. 2010). In
this regard, value contribution from customers to the firms
extends beyond just purchases transactions to also include
non-purchase related customer behaviors (Kumar and
Reinartz 2016). All these ways of customer value contribution
Satish Jayachandran served as Area Editor for this article.
* V. Kumar
[email protected]
Bharath Rajan
[email protected]
Shaphali Gupta
[email protected]
Ilaria Dalla Pozza
[email protected]
1 Center for Excellence in Brand & Customer Management, J. Mack
Robinson College of Business, Georgia State Univ ...
O R I G I N A L P A P E RCSR and Customer Value Co-creatio.docxvannagoforth
O R I G I N A L P A P E R
CSR and Customer Value Co-creation Behavior: The Moderation
Mechanisms of Servant Leadership and Relationship Marketing
Orientation
Trong Tuan Luu1
Received: 28 September 2015 / Accepted: 27 February 2017 / Published online: 9 March 2017
� Springer Science+Business Media Dordrecht 2017
Abstract Corporate social responsibility (CSR) is a force
to ‘‘pull’’ customers to the organizational mission and
values, and influence them to contribute to the organiza-
tion. The primary purpose of the research is to assess how
CSR contributes to customer value co-creation. The
research also seeks evidence on the moderation mecha-
nisms of servant leadership and relationship marketing
orientation for the effect of CSR on customer value co-
creation behavior. The data were collected from 873
employees and 873 customers in software industry in
Vietnam context. The data analysis supported the positive
effect of CSR on customer value co-creation behavior.
Servant leadership and relationship marketing orientation
were also found to play moderating roles for the CSR–
customer value co-creation linkage.
Keywords Corporate social responsibility � Customer
value co-creation behavior � Servant leadership �
Relationship marketing orientation � Vietnam
Introduction
Organizations have been facing stronger and stronger for-
ces from the market, especially customer forces such as the
increasing fragmentation of consumer markets; rapidly
changing customer buying patterns and life styles; more
sophisticated and demanding customers; and their higher
expectations in terms of customization, newness, quality,
and price (Ernst et al. 2011). Customer forces can be
challenges for passive organizations, but may be assets or
resources for organizations with sustainable strategic pos-
ture, which can transform customer forces into values for
themselves. Service-dominant logic perspective—the
foundation for the study of value creation within service
systems (Vargo et al. 2008)—unveils the value co-creating
role of customers (Vargo and Lusch 2004) in addition to
their traditional role as carriers of needs. Co-creation
entails a unique, strategic partnership between the organi-
zation and the customer (Zhang et al. 2015). In Vargo and
Lusch’s (2004) words, customers are partners and co-pro-
ducers of value, services, and products. Co-creation blurs
the boundaries of the organization by ‘‘outsourcing’’
innovation and value creation to customers. As such, cus-
tomer forces are not merely demanding but contributive by
nature as well.
In light of service-dominant logic (Vargo and Lusch
2004), customer is also operant resource (i.e., source of
knowledge and skills, Vargo and Lusch 2008; Gohary and
Hamzelu 2016) for value co-creation. Yet, the conversion
of this operant resource into value co-creation behavior
may not occur without customers’ social identification
with the organization in light of social identity theo ...
Developing service delivery standards for the hospitality industry in ghanaAlexander Decker
This document summarizes a study on developing service delivery standards for Ghana's hospitality industry. It discusses key concepts like service and service quality. Some of the main challenges facing hotels in Ghana are differences in quality across hotels, cultural factors, economic limitations, and meeting expectations of both local and international tourists. The study examines how factors like staff reliability, competence, cultural influences, and customer expectations impact service quality. It suggests Ghana can improve its hospitality industry by better understanding diverse customer groups and developing standardized quality measures that reflect local conditions.
Running Head: RESEARCH TOPIC 1
RESEARCH TOPIC 3
Lilisbet Alonso
Florida National University
Nursing Research
Prof: Claudia Davis PhD, RN-BC
May 12, 2020
RESEARCH TOPIC
Family nurse practitioners are much more interested in improving the general quality of nursing care and services delivery to the patients. I believe that family nursing practitioner profession is very vital in improving the quality of care by serving a very unique function in the medical care system. This is through the development of lasting relationships with patients and viewing the success of patients within the greater family and community framework.
My research topic of interest is Obesity and Weight Management Programs. The reason why I choose doing this research is due to the day by day increasing mortality rates and considerable morbidity that are linked with obesity due to the impact that it has on other conditions such as type 2 diabetes, reproductive diseases, cancer as well as gastrointestinal diseases. (Tappen, 2016). Obese individuals face a incessant, enduring struggle. This makes obesity to be one of the most prevalent diet-related health problems globally and more so in the United States. It places a significant burden on healthcare systems. There is, therefore, the importance of research to better understand the problem and how it can be maintained.
According to Lean, et al., (2018) there was a projection by the government that by the turn of 21st century, less than of 20% of adults aged 20 years and above and no more than 15% of adolescents aged 12 and above should not be overweight. This goal has not been achieved; rather, the United States is moving father rather than closer to the goal. The prevalence of overweight and obesity continues to rise and not falling.
References
https://www.youtube.com/watch?v=hXvoKE6_wQo
https://www.youtube.com/watch?v=lw8HPXJP1VA
Lean, M. E., Astrup, A., & Roberts, S. B. (2018). Making progress on the global crisis of obesity and weight management. bmj, 361, k2538.
Tappen, R. M. (2016). Advanced nursing research: From theory to practice. Jones & Bartlett Publishers. Retrieved from: https://books.google.co.ke/books?hl=en&lr=&id=DnyUCgAAQBAJ&oi=fnd&pg=PR1&dq=Tappen,+R.M.+(2015).+Nursing+Research.+Advanced+Nursing+Research:+From+Theory+to+Practice.+(2nd+ed.).+Jones+%26+Bartlett+Learning.&ots=NMrFQlcuEw&sig=BcD9_wBWYoJnfY9u6duh8Qvt5TE&redir_esc=y#v=onepage&q&f=false
NORMAN, ELTON_DIS9902A-12-1 1
LAST, FIRST DIS9902A-12-4 1
Gender Diversity and Job Performance in the Banking Industry
Chapter 2
Student Name
Professor Name
14 May 2020
Table of Contents
Introduction 3
Patterns of Gender Diversity 6
Senior Management 7
Importance of Diverse Board 8
Theoretical Background 8
Agency Theory.
Mechanisms for co-creation and resources investment in the servitization processIJAEMSJORNAL
It is vital to understand servitization from the perspective of cooperation among actors working to co-create value for a service. Thus, this study uses service-dominant to characterize an integrated theory of servitization, especially by including the co-creation mechanism–resource investment relationship in the servitization process. This study incorporates the theories of servitization and service-dominant logic to propose a theoretical model of servitization. A conceptual model was developed wherein servitization comprises three components: actors, mechanisms, and resources. These components are used to build a theoretical model that is divided into phases of implementation. The model uses mechanisms of interaction between actors and their respective resources as crucial components in the efficient implementation of servitization. This study is the first to consider servitization as three components and establish a model. The model affirms that the mechanisms and resources–present in all phases of implementation—are important to the implementation of servitization.
DfforctTake Test Unit lAssessmentTest lnformation.docxcuddietheresa
Dfforc't
Take Test: Unit lAssessment
Test lnformation
Description
lnstructions Assessment lnstructions
Multiple Attempts Not allowed. This test can only be taken once.
Force Completion This test can be saved and resumed later.
!
t:
I
Question Completion Status:
QUESTTON 1 25 points Save Answer
Describe the similarities and differences that exist between inpatient healthcare facilities and outpatient
healthcare facilities. Give three examples of inpatient fucilities and three examples of outpatient facilities. Be
sure to include information about the seryices each facility named provides.
Your response must be at least 200 words in length.
Arial v 3(12pt) \,'
Path: p Words:0
QUESTTON 2 25 poinb Save Ansarer
Discuss the usage of data in health care today. As a heatthcare administrator, hcniv would you make the best
use of data that you have coiiected? Be sure to consider nationai data, state data, and facitrty clata rn your
answer.
Click Save and Submit to save and submit. Click Save All Answers to save oll answers.
Your response must be at least 200 words in length.
Path: p Words:0
QUESTION 3 25 points Save Answer
Discuss how expanded life spans and the new opportunities people have to obtain preventive health
screenings as a result of the Affordable Care Act have affected hcnar ofien peopte utilize healthcare services.
l--lYour re-sponse tnucf6e at leas{@i ,, Question Completion Status:
Path: p Words:0
QUESTTON 4 25 points Save Answer
You are the administrator of a 250-bed hospital in the Midwest. A recent report from your county tells you that
the population within a 2S-mile radius of your facility is getting younger. The median age has decreased from
35 years of age to 29 years of age, whlch is related to the opening of a new college campus. How will this
transition to a younger patient poputation afrect your facility? Are there services in your facility that may need to
be expanded? Are there services in your facility that many need to be reduced or eliminated? How might these
changes impact staffing for your facility?
Your response must be at leasi 200 words in length.
Arial \,, 3 (12pt) \,/
Click Save and Submit to sove ond submit. Click Save All Answers to save oll answers.
Full Terms & Conditions of access and use can be found at
https://www.tandfonline.com/action/journalInformation?journalCode=whrh20
Journal of Human Resources in Hospitality & Tourism
ISSN: 1533-2845 (Print) 1533-2853 (Online) Journal homepage: https://www.tandfonline.com/loi/whrh20
How do changes in human resource management
practices influence employee engagement?
A longitudinal study in a hotel chain in the
Philippines
Alfred Presbitero
To cite this article: Alfred Presbitero (2017) How do changes in human resource management
practices influence employee engagement? A longitudinal study in a hotel chain in the
Philippines, Journal of Human Resources in Hospitality & Tourism, 16:1, 56-70, DOI:
10.1080/15332845.2016.1202061
To l ...
Socially responsible human resourcepractices disclosures of.docxlillie234567
Socially responsible human resource
practices: disclosures of the world’s best
multinational workplaces
Charbel Greige Frangieh and Hala Khayr Yaacoub
Abstract
Purpose – This paper aims to explore the socially responsible human resource practices disclosed by
the ‘‘World’s Best Multinational Workplaces,’’ with the aim of facilitating the benchmarking of these
disclosed practices.
Design/methodology/approach – Using the ‘‘World’s Best Multinational Workplaces’’ list was a
strategic decision in this study due to the rigorous methodology used in the preparation of the list as it
concentrated largely on the employees’ feedback, thus ensuring that these listed companies are actually
top workplaces. Both manifest and latent content analysis, are applied on 23 of the 25 listedMultinational
Corporations’ websites and reports, and company reviews done on these companies by the Great Place
toWork for to pinpoint the social responsible human resource practices.
Findings – Most of the practices disclosed are oriented toward enhancing the employees’ work
experiences whether that happened through improving their employment conditions or through having a
diverse and inclusive workplace. Thus, the employee-oriented human resource management practices
got the lion’s share of the disclosures, rather than the legal or the Corporate social responsibility–human
resources facilitation components.
Research limitations/implications – The practices that are already used at small and medium
enterpriseswithin national contexts were not covered in this study.
Practical implications – It is assumed that businesses can benefit from the practices of these MNCs
which are considered as great places to work for, and as pioneers in their socially responsible human
resource approaches.
Originality/value – This study is likely to fill an important gap in the corporate social responsibility
literature, which gave pint-sized attention to the internal stakeholders, rendering the academic coverage
of employee-related practices scarce if not absent
Keywords CSR, Content analysis, Multinational corporations,
Social responsible human resource practices
Paper type Research paper
Introduction
An ethical movement is gaining momentum in the business world as a result of
management malpractices committed in the past decades. The ethical crisis drove
practitioners and researchers around the world to acknowledge the importance of
integrating business ethics and sustainability into their organizations. Engaging in
responsible practices was seen as a means to avoid crises and simultaneously lead to
financial benefits, (Doh et al., 2011; Wang et al., 2015; Voegtlin et al., 2012), produce social
capital (Maak, 2007) and enhance work-related behaviors like retention and workplace
commitment (Waldman and Galvin, 2008; Cameron, 2011; Doh et al., 2011; Doh and
Quigley, 2014; Miska et al., 2014). The misconducts in top management positions gained
extensive media a.
research paper on customer satisfactionQuranlovers2
The document summarizes a research study that investigates the mediating role of service quality, corporate image, and corporate reputation between corporate social responsibility (CSR) and customer satisfaction in the banking sector of Rawalpindi, Pakistan. It begins with an introduction that outlines the research questions and objectives. It then provides a literature review on the key concepts and hypotheses. The methodology section describes the survey approach used to collect data from bank customers, and the measurement scales employed. In summary, the study examines the relationships between CSR, service quality, corporate image, reputation, and customer satisfaction in Pakistan's banking sector.
This document discusses a study examining how corporate social responsibility (CSR) engagement by banks influences consumers' electronic word-of-mouth (eWOM) on Facebook. The study hypothesizes that banks' CSR engagement has a positive influence on eWOM and that consumer-company identification mediates this relationship. The study was conducted on Indian banks, collecting data online from 239 consumers. The findings suggest that communicating CSR engagement on social media engages consumers and increases their identification with the company and eWOM intentions. Managers should therefore communicate CSR activities on social media to positively influence identification and eWOM.
This paper reveals the relationship of FTSE board and environment policy of t...Service_supportAssignment
This paper reveals the relationship of FTSE board and environment policy of their companies listed. According to Lovell and Liverman (2010) suggested that they are inspired in their reassessment of carbon trading procedures due to the lack of some world class standards and Also it is similarly deregulated by the deficiency of broadly recruited international standards or policy for intentional carbon reporting of carbon emission. Consolidating the analysis in regard to the investors’ wants for data has permitted the researchers for well understanding the various methods to evaluate the procedures that are used to develop the emission of carbon reports, and also hoping that the social world of monetary services mediators, controller and carbon consultancie
Original Source: https://www.sciencedirect.com/science/article/pii/S0969698919314882.
This study examines the effects of personalization and hedonic motivation on customer experience and its loyalty outcomes in omnichannel retail context. The study develops eight hypotheses which are tested using two survey samples (Finland (n = 2084) and Sweden (n = 2334). In addition, empirical analysis includes 20 semi-structured interviews. The findings support all the hypotheses confirming the positive relationships personalization and hedonic motivation have on cognitive and emotional customer experience components. Further, the positive effects of customer experience on loyalty are confirmed. The results provide both theoretical and managerial insights for improved CX and customer loyalty.
- The document summarizes a research study that examines the relationships between service quality, brand attachment, and customer loyalty in the hotel industry in Bali.
- The study uses survey data from 100 hotel customers and analyzes the relationships between the variables using PLS analysis.
- The results found that service quality has a significant positive relationship with both brand attachment and customer loyalty. Brand attachment also has a significant positive relationship with customer loyalty. Additionally, brand attachment was found to mediate the relationship between service quality and customer loyalty.
Employees’ expectations from csr the case of master studentsbarizah94
Employees' Expectations from CSR analyzes expectations of master's students regarding CSR activities of their employers. It finds that while students value training programs, they also care about societal issues. The study uses group discussions and a questionnaire with 150 graduate employees aged 21-28 working in Bucharest. It concludes this category wants good wages but also to feel proud of their employer's CSR efforts and societal involvement. However, for Romania where CSR is emerging, young employees may be the only group requesting employers address stakeholders beyond shareholders.
Corporate Volunteering Evaluation: A Toolkit Featuring Digital StorytellingSarah Jackson
This document discusses corporate volunteering programs and proposes a toolkit for effectively evaluating them using digital storytelling. It begins by outlining how corporate volunteering is perceived as a meaningful form of corporate social responsibility that benefits companies, employees, and communities. While such programs have grown in popularity and show potential benefits, the document notes there is currently a disconnect between organizational goals and employee expectations. To address this, the paper presents a pilot study that used digital storytelling to record volunteer stories but faced limitations. It then proposes a three-step toolkit involving pre- and post-program assessments of employees' work environments and relationships to better integrate insights into program evaluation from both the employee and organizational perspectives.
This research article examines the relationship between corporate social responsibility (CSR) dimensions and green behavior among employees of food businesses in Iran. It investigates the mediating role of green trust and moderating role of gender. The study surveyed 415 employees of food companies in Iran. The findings show that economic, ethical, and philanthropic CSR directly and indirectly through green trust influence employees' green behavior. Legal CSR did not have a direct or indirect effect. Gender also moderates the impact of CSR dimensions on green behavior, with economic CSR most impacting men's behavior and ethical CSR most impacting women's behavior. The research contributes to understanding how CSR can promote sustainable practices through influencing employee attitudes and actions.
This document proposes a toolkit for effectively evaluating corporate volunteering programs using digital storytelling. It discusses a study that used digital storytelling to capture the experiences of corporate volunteers but had a high dropout rate and cautious reception from managers. The proposed toolkit involves assessing employees' work environment and relationships before and after volunteering to better understand the program's impact. The authors argue this approach can be applied more broadly to other areas of communication evaluation and that digital storytelling is underutilized in practice and research on communications.
Cultural differences, employee recruitment and selection challenges, and ensuring career growth and development opportunities were identified as some of the main human resource management challenges for international businesses. HR managers must effectively manage cultural diversity to prevent issues like cultural shock, communication difficulties, and turnover. They also face constraints in recruiting the most suitable candidates globally and selecting individuals with qualities like cultural intelligence. Further, career development opportunities need to be equitable and match evolving technological skills to retain employees in international contexts. Aligning company policies with host country regulations on taxes, compensation, ethics, and sustainability can also help address legal risks.
The document discusses a presentation on corporate reputation as a misunderstood concept. It argues that corporate reputation should be viewed through the lenses of service-dominant logic. Seeing reputation as an operant resource, contextual filter, and dimension of value in use provides a new perspective. This approach views reputation as specific to service ecosystems and acknowledges the increased risks from reputation problems due to interconnected systems. The presentation aims to open new areas of research on defining, measuring, and using reputation within a service framework.
BUS225 Group Assignment1. Service BlueprintCustomer acti.docxjasoninnes20
BUS225 Group Assignment
1. Service Blueprint
Customer actions include the choice of visiting a Calvin Klein retail store, browsing clothes and asking for recommendations from a sales representative. Visible actions performed by Calvin Klein’s sales representative include greet customers upon arrival, check for inventory, bring clothes to customers and process payment. These actions are visible to customers and one invisible action performed by the sales representative would be finding customer clothes in the back room. The support processes include inventory-tracking system, inventory in the back room and POS systems, which allow the sales representative to deliver service smoothly.
2. Introduction
Calvin Klein is one amongst the leading fashion style and marketing studios within the world. It styles and markets women’s and men’s designer assortment attire and a variety of different products that area unit factory-made and marketed through an intensive network of licensing agreements and different arrangements worldwide.
2.1 Target Market
Calvin Klein targets male and female, and the millenials. The demographics of the people that would be receiving these messages from the “My Calvins” campaign would be men and women between the ages of 15-30, not married and have a median income.
Millenials believe that the next generation of robots are not going to replace people, but instead help to improve the effectiveness and service of industries. In today’s world, to suggest that automation will eliminate the need for human workers is proving to be as ridiculous as suggesting that tablets will replace laptops.
In the industrial world, robot design is pivoting from giant mechanical arms that take up factory floors, to smaller, more collaborative bots, that are designed to work alongside people. While these collaborative bots only make up 3% of the market today, they will make up 34% of the market by 2025.
3. Trend and importance of robotics
3.1. Role of robotics
The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers (Wirtz et al. 2018).
Advancements in technology are radically transforming service, and increasingly providing the underlying basis for service strategy. Technological capabilities inevitably advance, firms will tend to move from standardized to personalized and from transactional to relational over time, implying that firms should be alert to technological opportunities to ...
BUS225 Group Assignment1. Service BlueprintCustomer acti.docxcurwenmichaela
BUS225 Group Assignment
1. Service Blueprint
Customer actions include the choice of visiting a Calvin Klein retail store, browsing clothes and asking for recommendations from a sales representative. Visible actions performed by Calvin Klein’s sales representative include greet customers upon arrival, check for inventory, bring clothes to customers and process payment. These actions are visible to customers and one invisible action performed by the sales representative would be finding customer clothes in the back room. The support processes include inventory-tracking system, inventory in the back room and POS systems, which allow the sales representative to deliver service smoothly.
2. Introduction
Calvin Klein is one amongst the leading fashion style and marketing studios within the world. It styles and markets women’s and men’s designer assortment attire and a variety of different products that area unit factory-made and marketed through an intensive network of licensing agreements and different arrangements worldwide.
2.1 Target Market
Calvin Klein targets male and female, and the millenials. The demographics of the people that would be receiving these messages from the “My Calvins” campaign would be men and women between the ages of 15-30, not married and have a median income.
Millenials believe that the next generation of robots are not going to replace people, but instead help to improve the effectiveness and service of industries. In today’s world, to suggest that automation will eliminate the need for human workers is proving to be as ridiculous as suggesting that tablets will replace laptops.
In the industrial world, robot design is pivoting from giant mechanical arms that take up factory floors, to smaller, more collaborative bots, that are designed to work alongside people. While these collaborative bots only make up 3% of the market today, they will make up 34% of the market by 2025.
3. Trend and importance of robotics
3.1. Role of robotics
The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers (Wirtz et al. 2018).
Advancements in technology are radically transforming service, and increasingly providing the underlying basis for service strategy. Technological capabilities inevitably advance, firms will tend to move from standardized to personalized and from transactional to relational over time, implying that firms should be alert to technological opportunities to .
This document summarizes a research study that examines the relationship between corporate social responsibility (CSR) and firms' financial performance. The study aims to investigate how CSR perception and disclosure can affect accounting-based, market-based, and perception-based financial performance, through the mediation of competitive advantage. It also examines how the relationships are moderated by family ownership and CEO narcissism. The study uses a resource-based view theoretical framework and collects data from 60 manufacturing firms in Pakistan to test hypotheses about the direct, indirect, and moderated relationships between CSR and financial performance. The results found that competitive advantage significantly mediates the indirect impact of perceived CSR and disclosure on financial performance, and this relationship is strengthened by family ownership and CEO
This document discusses population health management (PHM) as a new business model for improving employee health and reducing healthcare costs. PHM involves using individual, organizational, and cultural interventions to improve health outcomes for entire populations. While traditionally used in healthcare settings, employers are increasingly applying PHM principles through workplace wellness programs that go beyond typical models to take a more comprehensive approach. To truly reduce costs, programs need to consider factors like an employee's social environment, behaviors, and health risks, and implement personalized strategies. PHM presents an opportunity for employers to improve worker health, engagement, and productivity while lowering healthcare spending.
This document discusses population health management (PHM) as a new business model for improving employee health and reducing healthcare costs. PHM involves using individual, organizational, and cultural interventions to improve health outcomes for entire groups. While traditionally used in healthcare settings, employers are increasingly applying PHM principles through workplace programs. Traditional wellness programs remain important but comprehensive PHM approaches are needed to significantly reduce health costs. The document examines how PHM can be implemented in the workplace to create a healthier and more productive workforce.
This document outlines a research concept for a PhD study that will analyze the influence of online consumer-generated content and electronic word-of-mouth on safari destination marketing organization's online marketing strategies. Specifically, the study will (1) analyze consumer-generated content about safari destinations over the past 2-3 years, (2) evaluate visitor satisfaction, behavioral intentions, and motivations posted online post-trip, and (3) assess the influence of consumer-generated content on destination marketing organizations' online marketing strategies, including websites and social media. The study will use qualitative content analysis followed by interviews and surveys to address gaps in understanding how information and communication technologies impact consumer behavior and marketing in African safari destinations.
This document provides an overview and summary of methods for social network analysis. It discusses how social network analysis examines relationships between social entities and focuses on network structure. The document reviews formal representations of networks using graph theory and matrices. It also covers various structural and locational properties of networks like centrality, subgroups, and roles. Finally, it discusses statistical methods for analyzing social network data and modeling networks.
Socially responsible human resourcepractices disclosures of.docxlillie234567
Socially responsible human resource
practices: disclosures of the world’s best
multinational workplaces
Charbel Greige Frangieh and Hala Khayr Yaacoub
Abstract
Purpose – This paper aims to explore the socially responsible human resource practices disclosed by
the ‘‘World’s Best Multinational Workplaces,’’ with the aim of facilitating the benchmarking of these
disclosed practices.
Design/methodology/approach – Using the ‘‘World’s Best Multinational Workplaces’’ list was a
strategic decision in this study due to the rigorous methodology used in the preparation of the list as it
concentrated largely on the employees’ feedback, thus ensuring that these listed companies are actually
top workplaces. Both manifest and latent content analysis, are applied on 23 of the 25 listedMultinational
Corporations’ websites and reports, and company reviews done on these companies by the Great Place
toWork for to pinpoint the social responsible human resource practices.
Findings – Most of the practices disclosed are oriented toward enhancing the employees’ work
experiences whether that happened through improving their employment conditions or through having a
diverse and inclusive workplace. Thus, the employee-oriented human resource management practices
got the lion’s share of the disclosures, rather than the legal or the Corporate social responsibility–human
resources facilitation components.
Research limitations/implications – The practices that are already used at small and medium
enterpriseswithin national contexts were not covered in this study.
Practical implications – It is assumed that businesses can benefit from the practices of these MNCs
which are considered as great places to work for, and as pioneers in their socially responsible human
resource approaches.
Originality/value – This study is likely to fill an important gap in the corporate social responsibility
literature, which gave pint-sized attention to the internal stakeholders, rendering the academic coverage
of employee-related practices scarce if not absent
Keywords CSR, Content analysis, Multinational corporations,
Social responsible human resource practices
Paper type Research paper
Introduction
An ethical movement is gaining momentum in the business world as a result of
management malpractices committed in the past decades. The ethical crisis drove
practitioners and researchers around the world to acknowledge the importance of
integrating business ethics and sustainability into their organizations. Engaging in
responsible practices was seen as a means to avoid crises and simultaneously lead to
financial benefits, (Doh et al., 2011; Wang et al., 2015; Voegtlin et al., 2012), produce social
capital (Maak, 2007) and enhance work-related behaviors like retention and workplace
commitment (Waldman and Galvin, 2008; Cameron, 2011; Doh et al., 2011; Doh and
Quigley, 2014; Miska et al., 2014). The misconducts in top management positions gained
extensive media a.
research paper on customer satisfactionQuranlovers2
The document summarizes a research study that investigates the mediating role of service quality, corporate image, and corporate reputation between corporate social responsibility (CSR) and customer satisfaction in the banking sector of Rawalpindi, Pakistan. It begins with an introduction that outlines the research questions and objectives. It then provides a literature review on the key concepts and hypotheses. The methodology section describes the survey approach used to collect data from bank customers, and the measurement scales employed. In summary, the study examines the relationships between CSR, service quality, corporate image, reputation, and customer satisfaction in Pakistan's banking sector.
This document discusses a study examining how corporate social responsibility (CSR) engagement by banks influences consumers' electronic word-of-mouth (eWOM) on Facebook. The study hypothesizes that banks' CSR engagement has a positive influence on eWOM and that consumer-company identification mediates this relationship. The study was conducted on Indian banks, collecting data online from 239 consumers. The findings suggest that communicating CSR engagement on social media engages consumers and increases their identification with the company and eWOM intentions. Managers should therefore communicate CSR activities on social media to positively influence identification and eWOM.
This paper reveals the relationship of FTSE board and environment policy of t...Service_supportAssignment
This paper reveals the relationship of FTSE board and environment policy of their companies listed. According to Lovell and Liverman (2010) suggested that they are inspired in their reassessment of carbon trading procedures due to the lack of some world class standards and Also it is similarly deregulated by the deficiency of broadly recruited international standards or policy for intentional carbon reporting of carbon emission. Consolidating the analysis in regard to the investors’ wants for data has permitted the researchers for well understanding the various methods to evaluate the procedures that are used to develop the emission of carbon reports, and also hoping that the social world of monetary services mediators, controller and carbon consultancie
Original Source: https://www.sciencedirect.com/science/article/pii/S0969698919314882.
This study examines the effects of personalization and hedonic motivation on customer experience and its loyalty outcomes in omnichannel retail context. The study develops eight hypotheses which are tested using two survey samples (Finland (n = 2084) and Sweden (n = 2334). In addition, empirical analysis includes 20 semi-structured interviews. The findings support all the hypotheses confirming the positive relationships personalization and hedonic motivation have on cognitive and emotional customer experience components. Further, the positive effects of customer experience on loyalty are confirmed. The results provide both theoretical and managerial insights for improved CX and customer loyalty.
- The document summarizes a research study that examines the relationships between service quality, brand attachment, and customer loyalty in the hotel industry in Bali.
- The study uses survey data from 100 hotel customers and analyzes the relationships between the variables using PLS analysis.
- The results found that service quality has a significant positive relationship with both brand attachment and customer loyalty. Brand attachment also has a significant positive relationship with customer loyalty. Additionally, brand attachment was found to mediate the relationship between service quality and customer loyalty.
Employees’ expectations from csr the case of master studentsbarizah94
Employees' Expectations from CSR analyzes expectations of master's students regarding CSR activities of their employers. It finds that while students value training programs, they also care about societal issues. The study uses group discussions and a questionnaire with 150 graduate employees aged 21-28 working in Bucharest. It concludes this category wants good wages but also to feel proud of their employer's CSR efforts and societal involvement. However, for Romania where CSR is emerging, young employees may be the only group requesting employers address stakeholders beyond shareholders.
Corporate Volunteering Evaluation: A Toolkit Featuring Digital StorytellingSarah Jackson
This document discusses corporate volunteering programs and proposes a toolkit for effectively evaluating them using digital storytelling. It begins by outlining how corporate volunteering is perceived as a meaningful form of corporate social responsibility that benefits companies, employees, and communities. While such programs have grown in popularity and show potential benefits, the document notes there is currently a disconnect between organizational goals and employee expectations. To address this, the paper presents a pilot study that used digital storytelling to record volunteer stories but faced limitations. It then proposes a three-step toolkit involving pre- and post-program assessments of employees' work environments and relationships to better integrate insights into program evaluation from both the employee and organizational perspectives.
This research article examines the relationship between corporate social responsibility (CSR) dimensions and green behavior among employees of food businesses in Iran. It investigates the mediating role of green trust and moderating role of gender. The study surveyed 415 employees of food companies in Iran. The findings show that economic, ethical, and philanthropic CSR directly and indirectly through green trust influence employees' green behavior. Legal CSR did not have a direct or indirect effect. Gender also moderates the impact of CSR dimensions on green behavior, with economic CSR most impacting men's behavior and ethical CSR most impacting women's behavior. The research contributes to understanding how CSR can promote sustainable practices through influencing employee attitudes and actions.
This document proposes a toolkit for effectively evaluating corporate volunteering programs using digital storytelling. It discusses a study that used digital storytelling to capture the experiences of corporate volunteers but had a high dropout rate and cautious reception from managers. The proposed toolkit involves assessing employees' work environment and relationships before and after volunteering to better understand the program's impact. The authors argue this approach can be applied more broadly to other areas of communication evaluation and that digital storytelling is underutilized in practice and research on communications.
Cultural differences, employee recruitment and selection challenges, and ensuring career growth and development opportunities were identified as some of the main human resource management challenges for international businesses. HR managers must effectively manage cultural diversity to prevent issues like cultural shock, communication difficulties, and turnover. They also face constraints in recruiting the most suitable candidates globally and selecting individuals with qualities like cultural intelligence. Further, career development opportunities need to be equitable and match evolving technological skills to retain employees in international contexts. Aligning company policies with host country regulations on taxes, compensation, ethics, and sustainability can also help address legal risks.
The document discusses a presentation on corporate reputation as a misunderstood concept. It argues that corporate reputation should be viewed through the lenses of service-dominant logic. Seeing reputation as an operant resource, contextual filter, and dimension of value in use provides a new perspective. This approach views reputation as specific to service ecosystems and acknowledges the increased risks from reputation problems due to interconnected systems. The presentation aims to open new areas of research on defining, measuring, and using reputation within a service framework.
BUS225 Group Assignment1. Service BlueprintCustomer acti.docxjasoninnes20
BUS225 Group Assignment
1. Service Blueprint
Customer actions include the choice of visiting a Calvin Klein retail store, browsing clothes and asking for recommendations from a sales representative. Visible actions performed by Calvin Klein’s sales representative include greet customers upon arrival, check for inventory, bring clothes to customers and process payment. These actions are visible to customers and one invisible action performed by the sales representative would be finding customer clothes in the back room. The support processes include inventory-tracking system, inventory in the back room and POS systems, which allow the sales representative to deliver service smoothly.
2. Introduction
Calvin Klein is one amongst the leading fashion style and marketing studios within the world. It styles and markets women’s and men’s designer assortment attire and a variety of different products that area unit factory-made and marketed through an intensive network of licensing agreements and different arrangements worldwide.
2.1 Target Market
Calvin Klein targets male and female, and the millenials. The demographics of the people that would be receiving these messages from the “My Calvins” campaign would be men and women between the ages of 15-30, not married and have a median income.
Millenials believe that the next generation of robots are not going to replace people, but instead help to improve the effectiveness and service of industries. In today’s world, to suggest that automation will eliminate the need for human workers is proving to be as ridiculous as suggesting that tablets will replace laptops.
In the industrial world, robot design is pivoting from giant mechanical arms that take up factory floors, to smaller, more collaborative bots, that are designed to work alongside people. While these collaborative bots only make up 3% of the market today, they will make up 34% of the market by 2025.
3. Trend and importance of robotics
3.1. Role of robotics
The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers (Wirtz et al. 2018).
Advancements in technology are radically transforming service, and increasingly providing the underlying basis for service strategy. Technological capabilities inevitably advance, firms will tend to move from standardized to personalized and from transactional to relational over time, implying that firms should be alert to technological opportunities to ...
BUS225 Group Assignment1. Service BlueprintCustomer acti.docxcurwenmichaela
BUS225 Group Assignment
1. Service Blueprint
Customer actions include the choice of visiting a Calvin Klein retail store, browsing clothes and asking for recommendations from a sales representative. Visible actions performed by Calvin Klein’s sales representative include greet customers upon arrival, check for inventory, bring clothes to customers and process payment. These actions are visible to customers and one invisible action performed by the sales representative would be finding customer clothes in the back room. The support processes include inventory-tracking system, inventory in the back room and POS systems, which allow the sales representative to deliver service smoothly.
2. Introduction
Calvin Klein is one amongst the leading fashion style and marketing studios within the world. It styles and markets women’s and men’s designer assortment attire and a variety of different products that area unit factory-made and marketed through an intensive network of licensing agreements and different arrangements worldwide.
2.1 Target Market
Calvin Klein targets male and female, and the millenials. The demographics of the people that would be receiving these messages from the “My Calvins” campaign would be men and women between the ages of 15-30, not married and have a median income.
Millenials believe that the next generation of robots are not going to replace people, but instead help to improve the effectiveness and service of industries. In today’s world, to suggest that automation will eliminate the need for human workers is proving to be as ridiculous as suggesting that tablets will replace laptops.
In the industrial world, robot design is pivoting from giant mechanical arms that take up factory floors, to smaller, more collaborative bots, that are designed to work alongside people. While these collaborative bots only make up 3% of the market today, they will make up 34% of the market by 2025.
3. Trend and importance of robotics
3.1. Role of robotics
The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers (Wirtz et al. 2018).
Advancements in technology are radically transforming service, and increasingly providing the underlying basis for service strategy. Technological capabilities inevitably advance, firms will tend to move from standardized to personalized and from transactional to relational over time, implying that firms should be alert to technological opportunities to .
This document summarizes a research study that examines the relationship between corporate social responsibility (CSR) and firms' financial performance. The study aims to investigate how CSR perception and disclosure can affect accounting-based, market-based, and perception-based financial performance, through the mediation of competitive advantage. It also examines how the relationships are moderated by family ownership and CEO narcissism. The study uses a resource-based view theoretical framework and collects data from 60 manufacturing firms in Pakistan to test hypotheses about the direct, indirect, and moderated relationships between CSR and financial performance. The results found that competitive advantage significantly mediates the indirect impact of perceived CSR and disclosure on financial performance, and this relationship is strengthened by family ownership and CEO
This document discusses population health management (PHM) as a new business model for improving employee health and reducing healthcare costs. PHM involves using individual, organizational, and cultural interventions to improve health outcomes for entire populations. While traditionally used in healthcare settings, employers are increasingly applying PHM principles through workplace wellness programs that go beyond typical models to take a more comprehensive approach. To truly reduce costs, programs need to consider factors like an employee's social environment, behaviors, and health risks, and implement personalized strategies. PHM presents an opportunity for employers to improve worker health, engagement, and productivity while lowering healthcare spending.
This document discusses population health management (PHM) as a new business model for improving employee health and reducing healthcare costs. PHM involves using individual, organizational, and cultural interventions to improve health outcomes for entire groups. While traditionally used in healthcare settings, employers are increasingly applying PHM principles through workplace programs. Traditional wellness programs remain important but comprehensive PHM approaches are needed to significantly reduce health costs. The document examines how PHM can be implemented in the workplace to create a healthier and more productive workforce.
This document outlines a research concept for a PhD study that will analyze the influence of online consumer-generated content and electronic word-of-mouth on safari destination marketing organization's online marketing strategies. Specifically, the study will (1) analyze consumer-generated content about safari destinations over the past 2-3 years, (2) evaluate visitor satisfaction, behavioral intentions, and motivations posted online post-trip, and (3) assess the influence of consumer-generated content on destination marketing organizations' online marketing strategies, including websites and social media. The study will use qualitative content analysis followed by interviews and surveys to address gaps in understanding how information and communication technologies impact consumer behavior and marketing in African safari destinations.
Similar to How social responsibility matters? (20)
This document provides an overview and summary of methods for social network analysis. It discusses how social network analysis examines relationships between social entities and focuses on network structure. The document reviews formal representations of networks using graph theory and matrices. It also covers various structural and locational properties of networks like centrality, subgroups, and roles. Finally, it discusses statistical methods for analyzing social network data and modeling networks.
Some individuals feel a strong obligation to conform to their religious community's expectations, even if they conflict with personal beliefs, in order to maintain social approval within the group. This desire for acceptance can lead one to commit acts that would otherwise be considered wrong. Additionally, a sense of defending one's religion or protecting the community from threats through emotional or violent acts can occur when individuals are strongly motivated by a belief in their religious cause or certain interpretations of scripture.
Influence and Behavior Analysis in Social Networks and Social Media ( PDFDriv...Mesay Sata
This document discusses using social networks to improve educational experiences through different learning models. It describes how social networks have grown rapidly in recent years and can be used as tools to enhance learning environments. Specifically, it presents OPPIA, a social platform that aims to develop informal learning models according to individual needs and preferences. OPPIA brings students closer to teachers and experts through sporadic learning networks and incorporates databases to track user progress. The document reviews common social networks like Facebook, Twitter, and YouTube that are currently used in education and outlines conditions for social networks to effectively function as learning tools.
This document outlines the key steps in planning a successful sales call:
1. It discusses the importance of planning sales calls to establish objectives, improve effectiveness and efficiency, prepare for customer reactions, and enhance confidence.
2. Seven key steps for pre-call planning are identified: preparing prospects, securing appointments, gathering prospect information, identifying needs, outlining product benefits, choosing strategies, and rehearsing approaches.
3. Overcoming initial call reluctance is also addressed, including types of "sales stage fright" and strategies for building confidence.
Starbucks is expanding into the B2B market by offering several tailored strategies. Starbucks for Business allows companies to provide Starbucks products to employees. Starbucks Store Solutions helps businesses set up their own coffee shops. Starbucks VIA sells instant coffee products to businesses. Starbucks also licenses its brand to companies like Nestle to manufacture Starbucks-branded products.
Measuring service quality in ethiopian airlinesMesay Sata
This study investigated service quality, passenger satisfaction, and loyalty at Ethiopian Airlines. It found:
1) Passengers were dissatisfied with all five dimensions of service quality according to SERVQUAL, especially reliability.
2) Tangibles, assurance, and reliability positively affected passenger satisfaction, with assurance having the strongest effect.
3) Passenger satisfaction positively influenced passenger loyalty, though it was not the sole predictor of loyalty.
Marketing for Small Business: A Concise SummaryMesay Sata
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Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
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How social responsibility matters?
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Journal of Sustainable Tourism
ISSN: 0966-9582 (Print) 1747-7646 (Online) Journal homepage: https://www.tandfonline.com/loi/rsus20
Social responsibility and total quality in the
hospitality industry: does gender matter?
Cristina Quintana-García, Macarena Marchante-Lara & Carlos G. Benavides-
Chicón
To cite this article: Cristina Quintana-García, Macarena Marchante-Lara & Carlos G. Benavides-
Chicón (2018) Social responsibility and total quality in the hospitality industry: does gender matter?,
Journal of Sustainable Tourism, 26:5, 722-739, DOI: 10.1080/09669582.2017.1401631
To link to this article: https://doi.org/10.1080/09669582.2017.1401631
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3. have found that gender diversity positively affects actions related to corporate social responsibility
(CSR) (Galbreath, 2016a; Harjoto, Laksmana, Lee, 2015), we hypothesize that gender diversity in top
management teams (TMTs) has a positive influence on the implementation of CSR, which in turn
enhances firm performance.
On the other hand, CSR and total quality management (TQM) are key management philosophies
in the hospitality industry. This sector faces huge challenges regarding changes in demand, increas-
ing competition and globalization. The hotel industry is one of the sectors that can most benefit
from the development of CSR due to the impact of this approach on its stakeholders. CSR is particu-
larly relevant in the hotel sector because of fierce industry competition, human resource manage-
ment and the impact of tourism on the local community, among other aspects. First, competition
among hotels is quite intense; thus, CSR practices can be used as part of a hotel
s product differentia-
tion strategy to boost its competitive advantage (Calveras, 2015) and may be an influential factor in
the client
s buying decision process (Su, Swanson, Chen, 2015). Second, regarding human resource
management, CSR practices have acquired a fundamental role in the hotel industry, which is charac-
terized by being labour-intensive and having a high staff turnover (Zientara, Kujawski, Bohdano-
wicz-Godfrey, 2015). Finally, the success of tourism in any community requires the support of the
community
s residents (Gursoy Rutherford, 2004). The degree of hospitality that residents extend to
visitors directly affects client satisfaction, expenditure levels and the willingness of tourists to revisit
the hotel or recommend the destination.
In addition, TQM in the hotel industry may guarantee client loyalty, client satisfaction and cost sav-
ings (Harrington Keating, 2006; Wang, Chen, Chen, 2012). TQM and CSR could be simultaneously
implemented by hospitality organizations as part of a valuable firm strategy that improves hotel com-
petitiveness and long-term business sustainability. Some studies have analysed TQM in the hospital-
ity industry, particularly its influence on performance (Claver-Cort
es, Pereira-Moliner, Tar
ı, Molina-
Azor
ın, 2008; Prajogo Sohal, 2006; Wang et al., 2012), and have obtained mixed results. Similarly,
some studies on the relationship between CSR and financial performance have reported positive,
neutral or even negative associations (e.g. Garay Font, 2012). Therefore, the research question
should not only be whether CSR and financial performance are linked, but also what the nature of
that link is.
Moreover, studies on CSR practices implemented by hotels have mainly analysed their environ-
mental impact, the communication of CSR policies, and the content and evolution of CSR reporting
over time (Chung Parker, 2010). Few studies have followed a comprehensive approach to CSR prac-
tices in hospitality companies that take into account economic, environmental and social dimensions.
This study resolves these contradictory findings and advances the literature in at least four ways.
First, we contribute to the existing literature by providing an empirical test of whether gender diver-
sity and hotel performance are mediated by specific hotel practices. Given the growing importance
of CSR in the current hospitality corporate landscape (Calveras, 2015; Zientara et al., 2015), we analyse
CSR as a mediating practice between gender diversity and hotel performance.
Second, we take a broader approach to CSR by taking into account its economic, social and envi-
ronmental dimensions. The inconsistent evidence regarding the association between CSR and hotel
performance mentioned above may be due to the fact that researchers have not investigated the
mechanism through which CSR could be positively associated with hotel performance. We argue
that this relationship is indirect and that CSR influences the main hotel stakeholders (employees, cus-
tomers and society), which in turn positively affects hotel performance. Consequently, we expand
the scarce literature on CSR practices in the hotel sector.
Third, we extend the upper echelons framework by taking into account gender diversity in TMTs
(Galbreath, 2016b), since previous research on gender diversity in leadership positions and CSR
mainly focused on the board of directors (Galbreath, 2016a; Harjoto et al., 2015; Hyun, Yang, Jung,
Hong, 2016; Set
o-Pamies, 2015).
Finally, this study also offers managerial contributions. The debate on quotas is relevant, for
instance, several countries, such as Norway, Spain and France, have adopted legislative initiatives to
JOURNAL OF SUSTAINABLE TOURISM 723
4. promote female representation on corporate boards (Rao Tilt, 2016). However, women continue to
be underrepresented in leadership positions in most countries. Therefore, this study offers practical
insights into why gender diversity may benefit firm performance.
The rest of this article is structured as follows. First, we describe the literature review and the
hypotheses. Next, we explain the methodology employed in the empirical study and present the
results. Finally, we discuss the results and provide conclusions.
Literature review and hypotheses
Gender diversity and social responsibility
Boards of directors meet infrequently and generally contribute no more than two weeks a year to
their directorship duties. Therefore, boards may have limited ability to generate changes in the work-
ing levels of organizations (Forbes Milliken, 1999). As CSR involves changes and a complex coordi-
nation across multiple functional areas, locations and regulatory jurisdictions (Galbreath, 2016b),
TMTs may play a more important role in influencing CSR than members of the board of directors.
Additionally, according to the upper echelons theory (Carpenter, Geletkanycz, Sanders, 2004;
Hambrick Mason, 1984), firms are a function of what their leaders think and believe because they
make most of the firm
s important strategic and organizational decisions. Based on this theory, we
argue that gender diversity1
in TMTs will have a positive effect on corporate social performance
within the hotel industry.
The literature on gender diversity at the top of the corporate hierarchy suggests that women have
a positive influence on qualitative tasks, such as CSR control (Bilimoria, 2000; Nielsen Huse, 2010).
This reasoning is also supported by gender-related theories that propose that women are more
socially oriented, more ethically sensitive and empathetic than men (Hillman, Shropshire Cannella,
2007; Singh, Terjesen, Vinnicombe, 2008). This finding is used as the conventional explanation of
why women leaders encourage the implementation of CSR (Hyun et al., 2016). For instance, gender
socialization theory suggests that men and women differ in their orientation towards moral princi-
ples, mainly based on the view that women have better internalized communal and ethical values
because of their social roles. Related studies indicate that a greater female presence on corporate
boards leads to more civilized behaviour and sensitivity to different opinions (Bilimoria, 2000). Thus,
gender diversity can be helpful in addressing CSR issues (Burgess Tharenou, 2002).
Stakeholder theory offers additional reasons for the assumption that gender diversity will have a
positive effect on CSR. This theory asserts that a firm has relationships with a broad set of stakehold-
ers, defined as any individual or group, which can affect or be affected by the organization. Stake-
holders include clients, employees, communities, regulators, the natural environment and others
beyond shareholders (Freeman, 1994). This theory suggests that managers should make decisions
that take into account the interests of all the stakeholders in a firm. In relation to this theory, the
above-mentioned characteristics of women may lead them to take the stakeholders’ interests into
greater consideration. Eagly and Carli (2003) found that women more frequently have a communal
orientation, which includes being helpful, sympathetic, and interpersonally sensitive and nurturing.
These more communal characteristics convey the idea that women leaders are more likely to
acknowledge a broader range of stakeholders, unlike their male counterparts who are more focused
on shareholders and economic concerns (Zelechowski Bilimoria, 2006).
Human capital theory also provides interesting insights. Specifically, women directors are more
likely to come from non-traditional professional backgrounds, such as community service organiza-
tions or academia, and tend to have higher education degrees (Singh et al., 2008; Hillman et al.,
2007). As argued by Boeker and Goodstein (1991), these backgrounds and experiences may result in
women accommodating a broader range of stakeholders than their male counterparts.
Finally, differences in leadership styles may also contribute to the decision-making process. Some
contributions on gender-based differences in managerial behavioural tendencies have found that
724 C. QUINTANA-GARC
IA ET AL.
5. women may adopt masculine-type characteristics because these are more highly valued in leader-
ship positions (Schein, Mueller, Lituchy, Liu, 1996). This finding is supported by role congruity the-
ory (Wood Eagly, 2009), which states that prejudice arises from an incongruity between a group
stereotype and social role characteristics. This theory frames stereotype content in terms of agency
and communion, where communion (e.g. being helpful, sympathetic, nurturant) is the most impor-
tant trait in female stereotype, and agency (e.g. being competitive, dominant, self-sufficient) is the
most important trait in both leader and male stereotypes (Koenig, Eagly, Mitchell, Ristikari, 2011).
Given that agentic qualities are ascribed more to men than women (Boulouta, 2013; Spence
Buckner, 2000), leadership is generally associated with masculinity. Therefore, prejudice toward
female leaders appears to be based on the perceived incongruity between the characteristics of
women and the role required of leaders (Eagly, Johannesen-Schmidt, van Engen, 2003).
Nonetheless, previous research has encountered that women adopt a more participative leader-
ship style than men (Eagly et al., 2003). They tend to encourage open conversation so that the needs
of a wide range of stakeholders are effectively met and consequently CSR issues are addressed
(Nielsen Huse, 2010). Thus, there is an apparent incompatibility between beliefs about what makes
a leader and actions usually attributed to female behaviour. Ryan and Haslam (2007) found that the
adoption of masculine characteristics by women leaders is counter-productive because different
evaluations are made of leadership characteristics in men and in women. As a consequence, women
experience tension between two conflicting stereotypes: the gender stereotype and the managerial
one (Boulouta, 2013).
In summary, it can be argued that although women in TMTs are driven by a number of structural
forces that influence their practices when addressing CSR, female psychological characteristics,
human capital and leadership style lead them to enact stereotypical female behaviour, which in fact
improve a firm
s social performance. Given the above-mentioned arguments, it is reasonable to
expect that women managers will pay more attention than men to the firm
s compliance with CSR.
Hence, hotels that have more women in TMTs are likely to increase the development of CSR in their
organizations. The preceding points form the basis of the following hypothesis:
Hypothesis 1: The greater the gender diversity in the top management team, the greater the implementa-
tion of corporate social responsibility.
Social responsibility
CSR has emerged in the public debate following reflections on Sustainable Development (SD). SD
refers to a macro-societal and macro-economic project that targets the social and individual welfare
of the world’s population. CSR is a firm
s strategic and operational response to this project
(Prud
homme Raymond, 2013). Thus, there is great similarity between the conceptualization of CSR,
which integrates economic, social and environmental dimensions, and the conceptualization of sus-
tainability (Set
o-Pamies, 2015). This paper adopts the definition of CSR proposed by the European
Commission (2001): “the voluntary integration by firms of social and environmental concerns in their
business operations and in their interactions with their stakeholders”. In other words, hotels that
adopt CSR not only comply with the law, but go beyond it by integrating social, environmental,
human rights and consumer concerns in their core strategy and business operation.
Previous studies have paid considerable attention to the relationship between CSR and firm per-
formance. Several meta-analyses (Margolis, Elfenbein, Walsh, 2009; Orlitzky, Schmidt, Rynes,
2003) have shown that there is no consistent evidence of such a relationship. Several reasons may
underlie inconclusive studies: wide variations between empirical studies in the measurement of CSR
and firm performance; failure to take into account the market segment or industry effect; or the use
of a misspecified econometric model.
Currently, myriad stakeholders seek information on hotel CSR practices and demonstrate growing
awareness concerning its impact (Chung Parker, 2010). This article argues that the association
JOURNAL OF SUSTAINABLE TOURISM 725
6. between CSR and firm performance is indirect; that is, CSR practices enhance customer, employee
and society results, and these in turn have a positive impact on hotel performance. To fully under-
stand the extent of such practices, this paper addresses CSR operational practices and classifies them
into economic, environmental and social dimensions (Garay Font, 2012).
First, the term “economic dimension” refers to the impact of the hotel industry on the economic
conditions of its stakeholders and on economic systems at local, national and global levels. Hotels
committed to CSR take into account the following economic aspects, among others: the direct eco-
nomic value generated and distributed, procedures for local hiring, and policies regarding locally
based suppliers (Global Reporting Initiative [GRI] 2006, 2011; UNEP-WTO, 2005). Empirical evidence
suggests that organizations that are perceived by their employees as economically responsible are
those in which the employees are more likely to be satisfied with their job because they witness an
improvement in productivity and customer satisfaction, which directly influences the employees’
work environment and conditions (Lee, Lee, Li, 2012). Recent experimental research on Chinese
hotels has shown that CSR has a positive influence on customer satisfaction, brand preference, cus-
tomer purchase intentions and word-of-mouth intentions (Su et al., 2015).
Second, the term “environmental dimension” refers to the conservation and management of
resources, and involves actions that minimize pollution and preserve biological diversity and the nat-
ural heritage (UNEP-WTO, 2005). Paradoxically, the hotel industry activity itself may undermine the
reasons for tourist influx. That is, the more appealing the destination, the more likely it will deterio-
rate due to visits. Therefore, the optimal use of environmental resources is crucial since it could
become a key success factor for hotel competitiveness (Rodr
ıguez Cruz, 2007; Tar
ı, Claver-Cort
es,
Pereira-Moliner, Molina-Azor
ın, 2010). In the Nordic hospitality sector, Heikkurinen (2010) demon-
strated that if a hotel has a reputation for being environmentally responsible then the key stakehold-
ers will have a more favourable view of that hotel. Such a reputation would confer the following
benefits: the hotel would be considered to be a better employer; it would also be considered to be a
better partner and supplier; and guest loyalty would increase. Regarding customers, a study that
included a sample of hotel users in the USA (Lee, Hsu, Han, Kim, 2010) showed that a green hotel
image affects behavioural intentions, such as revisiting, offering positive recommendations and a
willingness to pay a premium.
Finally, the term “social dimension” concerns human rights, labour practices and equal opportuni-
ties for all members of society (GRI 2006, 2011; UNEP-WTO, 2005). A socially responsible hotel ensures
that its employees have equal opportunities, good working conditions and fair salaries. Social action
towards the community also includes respect for and the promotion of the historic heritage and tra-
ditions of host communities. In relation to customers, this dimension involves issues such as service
safety and a prompt and cordial response to queries and complaints (UNEP-WTO, 2005). Previous
studies have found that a good work–family balance, workplace flexibility and other aspects of work–
life quality have a positive effect on employee results (Bohdanowicz Zientara, 2009). Similarly,
Prud’homme and Raymond (2013) found that hotels that develop sustainable practices embodying
social actions, such as supporting the local community, have a positive effect on customer
satisfaction.
The preceding arguments form the basis of the second hypothesis:
Hypothesis 2: The implementation of a high level of corporate social responsibility has a positive impact
on employee, customer and society results.
Total quality
Several studies have suggested that quality management does not always enhance hotel perfor-
mance (Tar
ı et al., 2010). Different explanations for this finding include the use of different measures
of TQM, the lack of sustained management interest or ineffective implementation (Harrington Keat-
ing, 2006; Wang et al., 2012). The present study suggests that when the whole organization is
726 C. QUINTANA-GARC
IA ET AL.
7. involved in managing quality, there is an improvement in customer, employee and society results
that, in turn, improve hotel performance.
The European Foundation for Quality Management Excellence Model (EFQM, 2010) gives a com-
prehensive definition of the meaning of quality management. It has been widely used to guide
organizations in the implementation of quality management (van der Wiele, Kok, McKenna, Brown,
2001) and is considered to be a valid representation of TQM. As proposed by this model, we describe
five enabler criteria that improve results with respect to people (employees), customers and society.
These criteria are (1) leadership; (2) partnerships and resources; (3) employees; (4) strategy; and (5)
processes, products and services.
“Leadership” (EFQM, 2010) is a key pillar of an effective quality management system. Hotel manag-
ers that show a strong commitment to quality have a direct effect on employees regarding how
clearly they understand their role. Likewise, studies on commitment to quality on the part of leaders
as a key issue in the TQM setting have also found that such commitment has a positive influence on
customers (Tar
ı et al., 2010; Wang et al., 2012).
Organizations which engage in TQM manage “partnerships and resources” to underpin their strat-
egy and the effectiveness of processes. This involves dealing with partners and suppliers to ensure
sustained success, as well as the use of technology, information, and knowledge to support strategy
and optimize decision-making (EFQM, 2010; Harrington Keating, 2006).
In addition, the principles governing quality place a value on “employees” and promote a culture
of participation and autonomy (EFQM, 2010). TQM includes the development of employee skills
through training and teamwork. It also fosters the empowerment of employees to address problems
and make decisions with the aim of improving results. Employees with an increased level of auton-
omy are more motivated and tend to make greater efforts to offer good service (Alonso-Almeida,
Rodr
ıguez-Ant
on, Rubio-Andrada, 2012). Previous research has shown that training and incentive
systems have a positive moderating effect on the relationship between TQM and customer satisfac-
tion and performance (Zientara et al., 2015). Similarly, Tar
ı et al. (2010) showed that hotels that are
highly committed to quality management increase employee motivation and achieve greater stake-
holder satisfaction and competitive performance.
“Strategy” is another key enabler within a TQM approach, where business operations must have a
sound basis and be continuously reviewed and improved, and strategies and policies must be effec-
tively deployed (Harrington Keating, 2006). The appropriate communication of the strategic plan
and its progress up, down and across the company has been found to be essential to guarantee the
effectiveness of TQM (London, 2002).
Lastly, excellent organizations design, manage and improve “processes, products and services”
(EFQM, 2010). Hotels should improve processes to reduce defects and waste, increase productivity,
operational reliability and innovation, and consequently develop high-quality products and services
(Prajogo Sohal, 2006). Wang et al. (2012) viewed process management as a construct of TQM and
showed that this philosophy benefits the performance of hotels because they are more responsive
to changes in internal and external customer needs.
The appropriate management of these enablers may positively influence the results of the main
stakeholders. The foregoing aspects form the basis of the third hypothesis:
Hypothesis 3: The implementation of a high level of total quality management has a positive impact on
employee, customer and society results.
Total quality, social responsibility and hotel performance
TQM is consistent with the ethical and instrumental aspects of CSR (McAdam Leonard, 2003) as it
successfully strikes a balance between profit-seeking motives and respects the interests of a wide
range of stakeholders (Ghobadian, Gallear, Hopkins, 2007). The TQM and CSR management
approaches identify the needs and claims of multiple stakeholders and share values such as acting
JOURNAL OF SUSTAINABLE TOURISM 727
8. proactively as well as adopting an ethical perspective beyond the expectations of society and laws.
Thereby, the ethical anchor of CSR has a strong affinity with the principles of TQM (van der Wiele
et al., 2001).
From an instrumental perspective, TQM systems produce changes in the organizational culture
that benefit the incorporation of CSR goals and practices (Zink, 2007). More specifically, TQM pursues
continuous improvement and innovation which also encourage learning processes relevant to CSR
(Zwetsloot, 2003). Thus, TQM systems are valuable instruments in the application of CSR.
There is evidence to suggest that TQM facilitates the penetration of CSR within organizations.
McAdam and Leonard (2003) proposed that current models are consistent with the principles of CSR
and its objectives, and that the practice of CSR can spread more rapidly through organizations that
implement TQM models. Isaksson (2005) reviewed the synergies between the two concepts by com-
paring the indicators used in the triple bottom line and TQM-related measurements. Similarly, van
der Wiele et al. (2001) proposed a CSR audit instrument similar to the TQM methodology and tested
it in a pilot case study. These studies suggested that methodologies based on the broad principles of
TQM enable the most effective implementation of CSR within a shorter period of time. Nevertheless,
there is a dearth of empirical studies that use quantitative methods to investigate the above-men-
tioned relationship between TQM and CSR. The aim of the present study is to address this issue.
TQM may act as a foundation for the development of CSR. It is more widespread than CSR, whose
implementation is more recent in the hospitality context (e.g. Alonso-Almeida et al., 2012; Calveras,
2015; Claver-Cort
es et al., 2008). In fact, the quality movement emerged in the 1920s. TQM is consid-
ered to be one of the most durable management innovations of the last three decades to have been
applied worldwide in all types of organizations (Ghobadian et al. 2007). However, CSR arose in the
1980s (van der Wiele et al., 2001). This aspect justifies the investigation of whether or not existing
quality management conduits and processes in hotels influence the development of CSR. Thus, the
fourth hypothesis is proposed:
Hypothesis 4: The implementation of a high level of total quality management has a positive influence on
the implementation of a high level of corporate social responsibility.
Since the performance of an organization depends on its capacity to satisfy the needs and expect-
ations of the stakeholders, the fifth hypothesis is proposed:
Hypothesis 5: Better employee, customer and society results lead to better hotel performance.
Methodology
Sample and data collection
The database used in this study was created by the “Quality, Productivity and Competitiveness in the
Hospitality Industry for Andalusia” project [PO7/SEJ-02889], which was financed by the Regional Gov-
ernment of Andalusia (i.e. the Junta de Andaluc
ıa). The CSR and TQM data were directly obtained via
a questionnaire administered to the hotel managers by the project researchers. The economic data
were obtained via questionnaires and the annual accounts filed by firms in the Mercantile Registry.2
Information on gender diversity was also drawn from the annual accounts.
In 2009, the System of Multiterritorial Information of Andalusia identified 822 Andalusian hotels
with 3–5 stars, which were taken as the statistical population. Because the number of hotels was
known, the sample size could be calculated for a finite population. Using a 95% confidence level
and a 5% sampling error, the sample size was estimated to be 262 hotels. Based on this result, a
directory of the hotels to be surveyed was created using the Turespa~
na Hotel Guide, which lists cer-
tified hotels, published by the regional government and Camerdata.3
Andalusia is a very large
region, and so the sample distribution was based on the relative importance of the hotel sector in
each province in the region. Establishments were also identified according to their location (coastal,
inland or capital).
728 C. QUINTANA-GARC
IA ET AL.
9. Fieldwork was conducted during spring–summer 2010. Questionnaires that were not correctly
answered were discarded. Hence, the database included representative parameters for a sample of
122 Andalusian hotel establishments, and provided direct information on 14.84% of the establish-
ments. The potential for non-response bias was addressed by comparing key attributes, such as loca-
tion, category (number of stars) and size (number of rooms), of the respondents and
non-respondents contained in the database. The statistical tests used to investigate non-response
bias (t-test and Kolmogorov–Smirnov two-sample test) showed that there were no significant
differences between groups.
Variables
Dependent variable
Two alternative measures of hotel performance were included in the model (the Appendix provides a
detailed description of the two measurements of the independent variable). One was the quantita-
tive measure “Net income” (or net loss), defined as the earnings of the hotel after interest, taxes,
depreciation and amortization in 2009 (the year before the questionnaire was administered). This var-
iable is expressed in euros and underwent logarithmic transformation to account for its skewed distri-
bution.4
The other was the qualitative measure “Performance: Economic-financial goals”. This variable
is based on the EFQM Excellence Model (EFQM, 2010) and indicates to what extent the economic and
financial goals have been achieved. A 7-point Likert-type scale was used to measure this variable.
Exogenous variables
The implementation of TQM (represented in the model as “TQM”) is an exogenous variable that has
an impact on stakeholders and CSR. This variable comprises five constructs based on the enablers of
the EFQM model: leadership; employees; strategy; partnership and resources; and processes, prod-
ucts and services. A 7-point Likert-type scale (ranging from 1 = very low to 7 = very high) was created
for the items of each enabler. The items were designed according to the criteria of the EFQM Excel-
lence Model (EFQM, 2010) and the literature reviewed for the hypotheses development (Camis
on,
1996; Claver-Cort
es et al., 2008; Wang et al., 2012). The Appendix shows the items employed to mea-
sure each construct.
The other exogenous variable “Gender diversity in the top management team” describes the level
of implementation of CSR. The TMT was defined as all of the top-level executives within the organiza-
tion. This definition included all of the C-level positions (e.g. the chief executive officer and the chief
financial officer), as well as all executives above the rank of vice-president and senior vice-
president (Cohen Dean, 2005). This variable was measured as the percentage of women in the TMT
(Krishnan Park, 2005).
Endogenous variables
A group of endogenous variables were included in the model. First, the implementation of CSR (rep-
resented in the model as “CSR”) is explained by TQM and gender diversity in the TMT. CSR explains
the impact on stakeholders. This variable comprises three constructs that represent the economic,
environmental and social dimensions. The items of each construct were designed according to the
GRI framework (GRI, 2006) and the review of the literature used for the hypotheses development
(UNEP-WTO, 2005; Tar
ı et al., 2010). A 7-point Likert-type scale (ranging from 1 = very low level of
implementation to 7 = very high level of implementation) was created for the items in order to mea-
sure the level of commitment according to the degree to which the actions and practices of each
dimension of CSR had been implemented.
Second, three variables “Employee Results”, “Customer Results” and “Society Results” were
included to represent the impact on stakeholders. These constructs explain the performance of the
hotel and are explained by the implementation of TQM and CSR. The items of each construct were
JOURNAL OF SUSTAINABLE TOURISM 729
10. designed according to the EFQM Excellence Model (EFQM, 2010) and the GRI framework (GRI, 2006).
A 7-point Likert-type scale was created for all the items (see the Appendix).
Given that multiple-item scales were used to measure the constructs of the variables “TQM”, “CSR”,
“Employee Results”, “Customer Results” and “Society Results”, these scales were tested for their reli-
ability and validity. The scale items were selected according to the EFQM and GRI frameworks and
previous literature. This approach helped ensure content validity. Confirmatory factor analysis (CFA)
was conducted to test the validity of all the measures. A sample size of 150 units (122 hotels in our
case) requires a factor loading of at least 0.45 for each item (Hair, Anderson, Tatham, Black, 1998).
The results of CFA supported the convergent validity of all the measures, given that all the estimated
loadings of the indicators for the constructs were statistically significant (minimum factor loading =
0.528) (data available upon request). Cronbach’s a was used to test the internal consistency of each
construct. It is generally accepted that the lowest limit for Cronbach’s a is 0.70 (Robinson, Shaver,
Wrightsman, 1991). The values obtained were more than 0.70 for each construct, thus supporting
their internal consistency (data available upon request).
Having confirmed the validity and reliability of the constructs, the average of the multiple meas-
ures was used to create a single scale score for each construct (MacKenzie, Podsakoff, Ahearne,
1998). “TQM” was then conceptualized as a latent variable in which the five EFQM model enablers
were used as indicators of this latent construct. Similarly, “CSR” was conceptualized as a latent vari-
able in which the economic, environmental and social dimensions were used as indicators.
Control variables
The analysis included two control variables that represented the characteristics of the firm, which
were based on previous studies relating to gender diversity, CSR and firm performance (gender diver-
sity on the board of directors and size). “Gender diversity on the board of directors” was measured as
the percentage of women on the board as a control variable to explain CSR (Nielsen Huse, 2010).
The “Size” of the establishment was measured as the number of available rooms. “Size” controls the
effect of scale economies on the implementation of TQM and CSR, and modifies any advantages
resulting from having more resources available (Garay Font, 2012; Harrington Keating, 2006). It is
a relevant variable that can directly explain performance (Rodr
ıguez Cruz, 2007).
Figure 1 shows the theoretical model.
Data analysis and results
Table 1 shows the variables, descriptive statistics and correlations.
Structural equation modelling was used to test the hypotheses. Stata software was used to esti-
mate the model and specify the relationships proposed in the hypotheses. Table 2 shows the paths
of the model. Some hotels did not provide information on net income, and thus maximum likelihood
with missing values was used to estimate this value (Acock, 2013).
Figure 1. Theoretical model.
730 C. QUINTANA-GARC
IA ET AL.
11. The goodness-of-fit index (GFI) for the model showed that it had a satisfactory fit (0.929). Values
close to or more than 0.90 are considered acceptable (Hair et al., 1998). The normed chi-square,
where the x2
is adjusted by the degrees of freedom, was of 1.75 (recommended range 1.0–2.0). The
root-mean-square error of approximation index (RMSEA) was 0.078 (recommended range 0.05–0.08;
Bollen, 2014). The comparative fit index (CFI) was 0.907. A value equal to or more than 0.90 is consid-
ered acceptable (Acock, 2013).
The results shown in Table 2 support Hypothesis 1. The higher presence of women in the top man-
agement team enhances a hotel’s socially responsible behaviour. In a complementary analysis,
Hypothesis 1 was tested by estimating the model using alternative measures of gender diversity. The
independent variable “gender diversity in the top management team” was measured as a dummy
variable that was assigned a value of 1 when there was more than one woman in the TMT and 0 oth-
erwise. The control variable “gender diversity on the board of directors” was also measured as a
dummy variable that was assigned a value of 1 when there was more than one woman on such a
board and 0 otherwise. The results of the complementary test consistently supported the findings of
the model. The alternative measures showed that gender diversity in the TMT has a positive influence
on the implementation of CSR (b1 = 0.871, z-statistic = 2.12, p 0.05), and that gender diversity on
the board of director does not have significant effect on CSR (b2 = 0.102, z-statistic = 1.42, p 0.05).
The results exhibited in Table 2 strongly confirm Hypothesis 2 since the level of CSR implementa-
tion has a significant and positive influence on the results regarding employees, customers and
Table 1. Descriptive statistics and correlations.
Variables Mean SD 1 2 3 4 5 6 7 8 9 10
1. Net income (log) 10.97 4.42 1.00
2. Performance: economic-financial goals 4.65 1.42 0.75
1.00
3. Employee results 5.14 1.08 0.54
0.41
1.00
4. Customer results 5.70 0.86 0.70
0.59
0.45
1.00
5. Society results 5.10 1.12 0.51
0.43
0.37
0.33
1.00
6. TQM 5.29 0.68 0.39
0.35
0.56
0.41
0.25
1.00
7. CSR 4.63 1.11 0.63
0.50
0.30
0.41
0.71
0.24
1.00
8. Size 137.3 144.87 0.30
0.05 0.09 0.05 0.10 0.15
0.18
1.00
9. Gender diversity in the top
management team
0.20 0.29 0.15 0.05 0.07 0.15 0.04 0.16 0.19 0.00 1.00
10. Gender diversity on the board of
directors
0.20 0.32 0.26 0.03 0.11 0.17 0.15 0.02 0.02 0.08 0.71 1.00
p 0.05.
Table 2. Results of Structural equation model estimation.
Hypotheses Path Effect estimate z-Statistic
H1 Gender diversity in the top management team ! CSR
Gender diversity on the board of directors ! CSR
1.145
¡0.104
2.31
¡1.23
H2 CSR ! Employee results
CSR ! Customer results
CSR ! Society results
0.453
0.540
0.881
2.57
5.20
8.32
H3 TQM ! Employee results
TQM ! Customer results
TQM ! Society results
1.143
0.657
0.186
6.35
5.18
1.582
H4 TQM ! CSR 0.452
3.71
H5 Employee results ! Net income (log)
Employee results ! Performance: economic-financial goals
Customer results ! Net income (log)
Customer results ! Performance: economic-financial goals
Society results ! Net income (log)
Society results ! Performance: economic-financial goals
Size ! Net income (log)
Size ! Performance: economic financial goals
0.724
0.171
2.476
0.750
0.666
0.330
0.007
¡
0.0008
2.61
2.04
8.05
7.16
2.64
3.45
4.33
¡0.15
p 0.05;
p 0.01;
p 0.001 (two-tailed tests for hypothesized variables).
x2
= 159.81 (91 df) Normed x2
= 1.75; GFI = 0.929; RMSEA = 0.078; CFI: 0.907.
JOURNAL OF SUSTAINABLE TOURISM 731
12. society. Hypothesis 3 was partially supported: The implementation of a high level of total quality man-
agement has a positive impact on employee, customer, and society results. The results showed that
TQM has a positive impact on two groups of stakeholders: employees and customers, whereas it did
not have a significant influence on society results. Hypothesis 4, which tested TQM as an antecedent
of CSR, was confirmed. Hotels that have a higher implementation of TQM show a higher develop-
ment level of CSR. Finally, Hypothesis 5 was confirmed. The results with respect to employees, cus-
tomers and society have a significant and positive effect on the indicators employed to measure the
performance of hotels.
Regarding the effect of control variables, a significant and positive association was found between
size and net income. It was also found that gender diversity on the board of directors does not have a
significant influence on the implementation of CSR practices.
Discussion and conclusions
Discussion
This study extends the literature on the relationship between gender diversity and firm performance. The
findings support the hypothesis that gender diversity in the TMT has a positive effect on performance.
However, the impact is not direct, but is mediated by CSR. These results are consistent with previous
studies that have found that greater gender diversity on boards has a positive influence on CSR (Gal-
breath, 2016a), and that it plays a more significant role in stakeholder management in firms which pro-
duce consumer-oriented products and operate in more competitive industries (Harjoto et al., 2015). Our
findings are the first to specifically support this hypothesis in relation to the hospitality industry.
The results also confirm the hypothesis that the implementation of CSR has a positive impact on
employee, customer and society results, which in turn have a positive effect on hotel performance.
Similarly, it was found that TQM has a positive influence on two main stakeholders: employees and
customers. This evidence is consistent with previous contributions that have shown a positive associ-
ation between quality management in hotels and improved competitiveness (e.g. Claver-Cort
es
et al., 2008; Wang et al., 2012). Although no direct association was found between TQM and the satis-
faction of social needs, an association was found between the implementation of CSR and these
needs. The image or reputation of the hotels and the level of satisfaction of society with their actions
are more associated with the practice of CSR.
Finally, our study also supports that the implementation of quality management in hotels facili-
tates the development of CSR. This result is in line with studies that have suggested that quality man-
agement models and methodologies catalyse the spread of CSR within organizations (McAdam
Leonard, 2003; Zink, 2007).
Theoretical and practical implications
The present study suggests that the impact of gender diversity on firm performance is dependent on
CSR practices. These findings may help researchers to investigate alternative pathways through
which women in TMTs may influence financial performance. In line with stakeholder theory, this
study comprehensively investigated the advantages of two relevant management philosophies that
can be applied to achieve a sustainable competitive advantage. The investigation of these philoso-
phies in combination has provided new insights into the capacity of hotels to improve stakeholder
results and their level of competitiveness.
Because competition in the hotel industry is intense, managers need to develop distinctive resour-
ces to create advantages over competitors. This study found that CSR and TQM are two intangible
resources that can help to provide sustainable competitive advantages. The results show that gender
diversity in TMTs provides different values, socio-cognitive perspectives and skill sets that enhance
the implementation of CSR. This finding should encourage hotels to adopt positive discrimination
732 C. QUINTANA-GARC
IA ET AL.
13. policies and diversity and equal opportunity programmes to increase the presence of women in
TMTs. The results are also relevant to the manager selection process because they highlight the
importance of taking into account the diverse background of individuals nominated for TMTs.
Currently, there is controversy on quotas for women on boards (Rao Tilt, 2016). Hence, the find-
ing of improvements in the implementation of CSR and hotel performance in this study provides sup-
port for the increased representation of women at all managerial levels.
Limitations and future research
This study has some limitations that should be addressed by future research. First, we used cross-sec-
tional data from one of the main Spanish tourist regions. The findings could be made more robust by
using data from other regions and countries. The use of a longitudinal design could show the evolu-
tion of causality between variables, especially the relationship between changes in the number of
women in TMTs and CSR and financial performance.
Second, the questionnaires in this study were completed by hotel managers. Further research
incorporating interviews with stakeholders (employees, customers and society) would be useful to
fully understand the relationships addressed in this study.
Third, this research could be extended to include a broader definition of gender diversity to be in
line with contemporary gender theory. Finally, the effect of group diversity in TMTs was analysed.
Future studies should include not only senior executives, who establish corporate strategy, but also
middle management and department managers, among others, who implement strategy.
Notes
1. The authors are aware that gender diversity goes beyond the man-woman dichotomy. However, due to the lack of
more detailed information on the composition of TMTs, we approach the issue of gender diversity by calculating
the proportion of women in TMTs. In fact, a recent study based on the most influential social surveys using national
sampling frames in the USA (Westbrook Saperstein, 2015) suggested that by providing the same two-answer
options, “male” and “female”, the surveys considered that these categories cover all possible gender diversity. How-
ever, the study suggested introducing changes in the way gender diversity is measured in surveys to be in line with
contemporary gender theory. Future research should take into account a broader definition of gender diversity. In
this line, there is a growing body of research that has investigated the business case for LGBT-supportive policies
and CSR (e.g. Pichler, Blazovich, Cook, Huston, Strawser, 2016; Shan, Fu, Zheng, 2016).
2. Spanish firms are required to file their annual financial accounts in the Mercantile Registry, which is thus an impor-
tant source of reliable data on these firms.
3. Camerdata SA, created in 1985 by the Spanish Chamber of Commerce, is a pioneering company in creating busi-
ness databases that include the censuses of all Spanish Chambers of Commerce. It also has a permanent pro-
gramme that ensures that the national census is fully updated at least once a year using data from all Chambers of
Commerce. This database is complemented by data from other sources or public media, such as the Mercantile
Registry.
4. The value 0 was assigned if the hotel had negative profit (only 16 hotels experienced a loss). This is a common tech-
nique for handling negative values when logarithmic transformation is implemented.
Acknowledgments
We gratefully acknowledge the feedback received from participants in the 2nd International Conference on Advances in
Management, Economics and Social Sciences MES’15 in Rome (2015), the VI International Conference: Tourism, Econom-
ics and Environment in Malaga (2015) and the anonymous referees of earlier versions of this manuscript. This is a study
carried out within the Santander Center for Corporate Social Responsibility of the University of Malaga (Spain), which
has financial support from Banco Santander. The views in the manuscript are solely the responsibility of the authors.
Disclosure statement
No potential conflict of interest was reported by the authors.
JOURNAL OF SUSTAINABLE TOURISM 733
14. Notes on contributors
Cristina Quintana-Garc
ıa has a PhD degree in Economics and Management Sciences, and is professor of Management at
the University of Malaga (Spain). She is director of the Andalusian Research and Technological Development Group
“Technological Innovation, Quality and Corporate Social Responsibility” (SEJ-414). She is also director of the Santander
Center for Corporate Social Responsibility of the University of Malaga. She made a research stay as a Visiting Scholar at
Harvard University in 2001, at Wharton School of the University of Pennsylvania in 2004, at Sloan School of Management
of the Massachusetts Institute of Technology in 2009 and at London Business School in 2016. She has been director of
Quality and Strategic Development at the University of M
alaga in the period 2008–2011. She develops many studies
regarding technological innovation, social responsibility, gender and quality. The results from her research have been
published in international journals and conference proceedings.
Macarena Marchante-Lara is industrial engineer and holds a master degree in Occupational Health and Safety and a
PhD degree from the University of Malaga. She is an assistant professor and a trainee researcher in the Department of
Economics and Business Administration at the University of Malaga (Spain). She is a member of the Andalusian Research
and Technological Development Group “Technological Innovation, Quality and Corporate Social Responsibility” (SEJ-
414). She is research fellow and academic collaborator of the Santander Center for Corporate Social Responsibility of the
University of Malaga (Spain). Her research focuses on service sector, especially on quality, gender and social
responsibility.
Carlos G. Benavides-Chic
on holds a PhD degree and is graduated in Administration and Business Management (Hons)
and in Economics (Hons) from the University of Malaga. He is an assistant professor in the Department of Applied Eco-
nomics (Economic Structure) in the Faculty of Economics and Business Sciences at the University of Malaga (Spain). He is
a member of the Andalusian Research and Technological Development Group “Tourism Economics: Labor Market and
Environment” (SEJ-139) and the Santander Center for Corporate Social Responsibility of the University of Malaga (Spain).
His research focuses on tourism sector, especially on quality, productivity and social responsibility in the hospitality
sector.
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