Internalization of quality management in service organizations

Purpose – The purpose of this paper is to analyze the internalization of quality management (QM) on the basis of quality certifiable standards – also referred to as meta-standards – in service organizations. More specifically, the paper analyzes the case of the internalization of a quality standard in the Spanish hotel industry. Design/methodology/approach – The paper examines the relationships between the measures of internalization, benefit, QM tools and motivation, using partial least squares in the framework of the structural equation modeling technique. Findings – The results show that the hotels that have internalized the standard to a greater extent are more likely to be driven by internal motivation, develop more QM tools and achieve greater benefits than the hotels with a lower degree of internalization. Originality/value – As previous studies have examined these issues in relation to the internalization of ISO standards, the present study adds to this important stream of research and contributes by advancing the understanding of these issues through the case of a specific standard for the hotel industry.

Cómo reacciona el personal de hotel cuando observa un trato (in)justo hacia los huéspedes

Este artículo sugiere que el personal de hotel ante un trato (in)justo del hotel hacia los clientes atribuye tal trato a la responsabilidad del hotel y, dependiendo que éste sea justo o injusto, aumentaría o disminuiría sus conductas orientadas al cliente (COBs). Los datos fueron recogidos mediante cuestionarios pasados a 204 empleados de ocho hoteles de lujo en las Islas Canarias (España). Para examinar las hipótesis se utilizaron modelos de ecuaciones estructurales (SEM). No así en el caso de percepciones de justicia distributiva, los resultados muestran que cuanta más justicia procedimental e interpersonal hacia los huéspedes perciban los empleados, más se implican en conductas orientadas al cliente (COBs). Los hallazgos sugieren la necesidad de prevenir episodios de maltrato a los huéspedes por parte del hotel, haciendo especial hincapié en aquellos que son visibles para los empleados, para promover así conductas orientadas al cliente (COBs). Hasta donde nosotros sabemos, este es el primer estudio empírico en donde la justicia organizativa (distributiva, procedimental e interpersonal) dirigida hacia los clientes y las conductas orientadas al cliente (COBs) de los empleados son examinadas conjuntamente en un mismo modelo.

A structural model of cognitive-motivational variables as explanatory factors of academic achievement in Spanish Language and Mathematics

In recent years, several explanatory models have been developed which attempt to analyse the predictive worth of various factors in relation to academic achievement, as well as the direct and indirect effects that they produce. The aim of this study was to examine a structural model incorporating various cognitive and motivational variables which influence student achievement in the two basic core skills in the Spanish curriculum: Spanish Language and Mathematics. These variables included differential aptitudes, specific self-concept, goal orientations, effort and learning strategies. The sample comprised 341 Spanish students in their first year of Compulsory Secondary Education. Various tests and questionnaires were used to assess each student, and Structural Equation Modelling (SEM) was employed to study the relationships in the initial model. The proposed model obtained a satisfactory fit for the two subjects studied, and all the relationships hypothesised were significant. The variable with the most explanatory power regarding academic achievement was mathematical and verbal aptitude. Also notable was the direct influence of specific self-concept on achievement, goal-orientation and effort, as was the mediatory effect that effort and learning strategies had between academic goals and final achievement.

An explanatory model of academic achievement based on aptitudes, goal orientations, self-concept and learning strategies

As a result of studies examining factors involved in the learning process, various structural models have been developed to explain the direct and indirect effects that occur between the variables in these models. The objective was to evaluate a structural model of cognitive and motivational variables predicting academic achievement, including general intelligence, academic self-concept, goal orientations, effort and learning strategies. The sample comprised of 341 Spanish students in the first year of compulsory secondary education. Different tests and questionnaires were used to evaluate each variable, and Structural Equation Modelling (SEM) was applied to contrast the relationships of the initial model. The model proposed had a satisfactory fit, and all the hypothesised relationships were significant. General intelligence was the variable most able to explain academic achievement. Also important was the direct influence of academic self-concept on achievement, goal orientations and effort, as well as the mediating ability of effort and learning strategies between academic goals and final achievement.

Introduction to Coding Theory for Flow Equations of Complex Systems Models

The modeling of complex dynamic systems depends on the solution of a differential equations system. Some problems appear because we do not know the mathematical expressions of the said equations. Enough numerical data of the system variables are known. The authors, think that it is very important to establish a code between the different languages to let them codify and decodify information. Coding permits us to reduce the study of some objects to others. Mathematical expressions are used to model certain variables of the system are complex, so it is convenient to define an alphabet code determining the correspondence between these equations and words in the alphabet. In this paper the authors begin with the introduction to the coding and decoding of complex structural systems modeling.

Information systems outsourcing satisfaction: some explanatory factors

Purpose – The purpose of this paper is to analyse Information Systems outsourcing success, measuring the latter according to the satisfaction level achieved by users and taking into account three success factors: the role played by the client firm’s top management; the relationships between client and provider; and the degree of outsourcing. Design/methodology/approach – A survey was carried out by means of a questionnaire answered by 398 large Spanish firms. Its results were examined using the partial least squares software and through the proposal of a structural equation model. Findings – The conclusions reveal that the perceived benefits play a mediating role in outsourcing satisfaction and also that these benefits can be grouped together into three categories: strategic; economic; and technological ones. Originality/value – The study identifies how some success factors will be more influent than others depending which type of benefits are ultimately sought with outsourcing.

Mineralogical analysis of ceramic tiles by FTIR: A quantitative attempt

A method for quantitative mineralogical analysis by ATR-FTIR has been developed. The method relies on the use of the main band of calcite as a reference for the normalization of the IR spectrum of a mineral sample. In this way, the molar absorptivity coefficient in the Lambert–Beer law and the components of a mixture in mole percentage can be calculated. The GAMS equation modeling environment and the NLP solver CONOPT (©ARKI Consulting and Development) were used to correlate the experimental data in the samples considered. Mixtures of different minerals and gypsum were used in order to measure the minimum band intensity that must be considered for calculations and the detection limit. Accordingly, bands of intensity lower than 0.01 were discarded. The detection limit for gypsum was about 7% (mol/total mole). Good agreement was obtained when this FTIR method was applied to ceramic tiles previously analyzed by X-ray diffraction (XRD) or mineral mixtures prepared in the lab.