The tourism industry faces multiple changes (economic crises, climate change, technology innovation…). Because of this vulnerability, as evidenced by the COVID-19 pandemic, the study of hotel resilience is a key issue for the survival and competitiveness of organisations and destinations. Therefore, this paper proposes a holistic model to measure organisational resilience. To that end, it aims to analyse the determinants of organisational resilience, i.e. predictors of resilience (strategy and change), and to assess how they contribute to hotel resilience and performance. Firstly, the hotel context in the Canary Islands is examined to identify the level of impact, frequency and predictability of each type of change. Secondly, scales development and validation were conducted. Finally, the proposed model is validated. Findings confirm that the strategy and change dimensions have a considerable effect on hotel resilience, which positively influences hotel performance. Discussion provides hotel managers with guidelines to improve organisational resilience and performance.

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PurposeThe purpose of this paper is to analyse the role of hospital leaders and high-performance work practices (HPWPs) in intensive care units (ICUs) in organizational agility and its impact on healthcare personnel satisfaction.Design/methodology/approachThis study was carried out in three ICUs of an important Spanish public hospital, one for adults, one paediatric and one neonatal. The unit of analysis was ICUs personnel (324 individuals: 14.5%, 48.8% and 36.7% from the categories of doctors, nurses and nurses' aides, respectively) who were invited to participate in the study. The sample had 248 individuals, with a sampling distribution by categories that was quite similar to that of the population. To test the hypotheses proposed, structural equations modeling (SEM) were used as the maximum likelihood estimation method.FindingsThe results confirm the proposed model and reveal the importance of the human dimension in ICUs on hospital agility and performance in terms of satisfaction of the clinical staff working in this area.Originality/valueThis paper is original because it analyses units of high complexity, such as ICUs from a management and non-clinical perspective. In addition, it studies the role of hospital managers and HPWPs on employee outcomes, as well as in-hospital responsiveness in a very dynamic context that demands agility on the management approach.

PurposeThe purpose of this paper is to analyze the role and importance of the tangible elements of purchase processes in business to customer (b2c) electronic commerce, as well as the impact on overall perceived quality and the customers' attitudes.Design/methodology/approachThe database for this study was obtained from a sample of 191 individuals who had purchased on the internet. The techniques used in the statistical analysis of the data were the following: principal component, analysis structural equations and regression analyses.FindingsThe paper finds that four attributes – navigation, signposting, tools and explanation – explain the tangible dimension in electronic commerce. In the data resulting from the analyses, design is seen as an important factor of overall perceived quality and the willingness to recommend the purchase experience to others.Research limitations/implicationsIf the company acts positively in the design, this will favorably affect overall perceived quality, but this is not enough to make a customer repeat. In future research, other dimensions which could retain the customers must be investigated.Practical implicationsThe proposed scale to measure the dimension design could help firms to set an optimum design of their web sites, because a muddled and complex design represents a significant obstacle and may constitute a valid reason for a potential customer to decide not to return to the site.Originality/valueCompanies operating on the internet will find some suggestions in this paper on how to achieve competitive advantage through the optimum design of their web sites.