This paper takes into account a fresh approach to hotel service experience based on the concept of "3Ps Methodology" and "Neural Network Analysis" (NNA). Traditional tools of experience management have been implemented by hotel management in the last decades in order to fulfil the requirements of customer experiences. A more discriminating distinction is proposed in this research, based on the neural network algorithm (the Multilayer Perceptron) in order to achieve more efficiency. In this sense, Madrid hotels are analysed from the visitor's perspective for showing the relationships established between front-line employees and customers. A face-toface survey were conducted in several tourism hotspots in Madrid in order to investigate the hotel frontline service and the emotional experience of customers. The findings have been treated with statistical procedures and, after carrying out the neural network analysis, we have concluded that the Servicescape model could be classified under the category of "Peopleprocessing service".
No one doubts the importance of public transport services in the economic backbone of any country. In recent decades, there has been a growing interest in the contribution to Sustainable Development Goals on the part of governments, companies, and stakeholders. In this sense, transport can contribute to the sustainability of cities and facilitate other social objectives, such as universal accessibility, with innovation being a key pillar for this. Thus, the main objective of this study is to analyze users’ perceptions of the innovation and sustainability of public transport in Spain.To analyze the user’s perception of public transport, a questionnaire was developed following Bitner’s Servicescape Model. A total of 1,354 responses were collected in different Spanish cities. The main results show that the policies implemented in both innovation and sustainability are perceived positively but do not seem to have much impact on the service user. Public transport users prioritize the speed, frequency, and safety of the service received. In addition, it should be noted that the gender of the user influences the preferences of the objectives, i.e., men value technological development in public transport more. At the same time, women give higher priority to sustainability. The age of users is another variable that conditions public transport users’ perceptions of innovation and sustainability. The results also show users’ preferences for different types of public transport.The study’s main contribution is that it shows to what extent the innovation and sustainability policies applied in the public transport service are valued and motivate citizens to use the service. The political and management decisions may be disconnected from the reality perceived by users. These decisions may be more linked to regulatory pressures and involve a high implementation cost, so it is necessary to consider the valuation of users’ service so that the benefit or social return of these investments is high, encouraging the use of the service.
The importance of the service sector in developed economies and the growth in the number of occupations employed in this sector requires, in New Degrees adapted to the EHEA, the inclusion of Operations Management subjects focused exclusively in services corporations. Thus, the aim of this study is to analyze the relationship between teaching methodology and their effect on learning competences in Operations Management in Service Firms subject. The results highlight the importance of selecting the adequate methodology to achieve the competences and the improvement of the teaching learning process showing the effectiveness of the methodology based on group work for the acquisition of generic and specific competences matter. Keywords: Competences , Teaching Methodology , Operations Management in Service corporations Resumen La importancia del sector servicios en las economías desarrolladas y el crecimiento del número de empleos ocupados en este sector, hace necesaria la inclusión de asignaturas de Dirección de Operaciones centradas exclusivamente en las Empresas de Servicios en los nuevos Títulos de Grado adaptados al EEES. Así, en este trabajo nos planteamos analizar la relación entre las metodologías docentes y su efecto sobre el aprendizaje por competencias en la asignatura Dirección de Operaciones en Empresas de Servicios. Los resultados ponen de manifiesto la importancia de seleccionar unas metodologías adecuadas para la consecución de las competencias y la mejora del proceso de enseñanza-aprendizaje, demostrando la eficacia de la metodología basada en el trabajo en grupo para la adquisición de competencias genéricas y específicas de la materia. Palabras clave: Competencias, Metodología Docente, Dirección de Operaciones en Servicios.Operations Management in Services: An analysis of competence and methodologies from the perspective of student (EHEA) Martín-Peña, M.L.; Díaz-Garrido, E.; Flores Ureba, S.WPOM, Vol 5 Nº2 (1-14) 2 IntroducciónEl Espacio Europeo de Educación Superior (EEES) supone cambios profundos en el modelo de enseñan-za tradicional. Así, los títulos se diseñan para dar respuesta a las necesidades educativas presentes y futuras y permitir su armonización. Además, se focaliza la atención de los procesos formativos en los aprendizajes de los estudiantes y más concretamente en los resultados de aprendizaje expresados en términos de competencias. Con todo ello, se pretende acercar a los alumnos a la realidad empresarial (Martín-Peña y otros, 2012).En la actualidad, dicha realidad empresarial está marcada por una gran importancia de las actividades de servicios. Las empresas de servicios dominan la actividad económica, con importantes contribuciones al empleo y a la generación de riqueza, en términos de PIB (Martín-Peña y Díaz-Garrido, 2013).En las últimas décadas ha aumentado la investigación en los tópicos relacionados con los servicios, lo que indica una preocupación desde la academia, las empresas y los gobiernos (Chesborough & Spohrer, 2006). La Universidad y los centros de formación no...
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