Investment decisions on quality certifications by hotel chains: differences between ex-ante and ex-post decisions

Argüelles, Víctor Iglesias; Ballina, Francisco Javier de la Ballina; Caso, Laura

doi:10.1108/sjme-03-2018-001

Cited by 7 publications

(6 citation statements)

References 49 publications

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“…Certification is defined as a voluntary procedure that assesses audits and gives written assurance that a facility, product, process or service meets specific standards. Within the hospitality industry, quality SJME 23,2 certifications (Iglesias et al, 2018) and environmental schemes (Martínez et al, 2018) have received the attention of academics and professionals. Given the ecological problems that plague the world (e.g.…”

Section: Introductionmentioning

confidence: 99%

The role of environmental CSR practices on the formation of behavioral intentions in a certified hotel context

Leániz

Crespo

López

2019

SJME

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Purpose This study aims to explore the relationships among green practices, environmental corporate social responsibility (CSR) image, customers’ trust and their behavioral intentions in a certified hotel context and examine the moderating effect of customers’ involvement in the buying process. Design/methodology/approach A survey was used to collect data from Spanish hotel customers. A structural equation model was developed to assess the research hypotheses. Findings Consumers’ trust on environmentally certified hotels has a direct effect on their behavioral intentions. Environmental CSR image has a direct effect on consumers’ trust on environmentally certified hotels, but it does not exert significant influence on consumers’ behavioral intentions. Additionally, the results support a positive and significant influence of consumers’ perceptions of green practices on the environmental CSR image of hotels. Finally, there is not a moderating effect of consumers’ involvement on the effects of green practices on CSR environmental image and of this variable on behavioral intentions. Research limitations/implications To cross validate the results of this study, it is recommended that the formation of behavioral intentions in various types of environmentally certified hotel settings be investigated in future research. Practical implications Hospitality managers should design strategies to raise the perception of the green-related features of environmentally certified companies. Originality/value No prior study investigates the relationship between green practices, customers’ trust, their degree of involvement in the buying process and their behavioral intentions in relation to companies’ environmental CSR image in the hotel sector.

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Section: Introductionmentioning

confidence: 99%

The role of environmental CSR practices on the formation of behavioral intentions in a certified hotel context

Leániz

Crespo

López

2019

SJME

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“…This discussion in the literature also exists in relation to other organizational variables. For example, in general terms, some works show that the hotels with a higher category (Abrate et al, 2011;Orfila-Sintes et al, 2005) and size (Mak, 2011;Iglesias et al, 2018) can adopt quality initiatives to a higher extent than those hotels with lower category and size. Similarly, relationships may exist between the adoption of quality practices and nonurban hotels (Iglesias et al, 2018).…”

Section: Leadership Results Enablersmentioning

confidence: 99%

“…For example, in general terms, some works show that the hotels with a higher category (Abrate et al, 2011;Orfila-Sintes et al, 2005) and size (Mak, 2011;Iglesias et al, 2018) can adopt quality initiatives to a higher extent than those hotels with lower category and size. Similarly, relationships may exist between the adoption of quality practices and nonurban hotels (Iglesias et al, 2018). Although prior literature shows inconclusive results, it can be said that some differences in the development of quality and leadership can exist according to organizational characteristics.…”

Section: Leadership Results Enablersmentioning

confidence: 99%

Transformational leadership and the European Foundation for Quality Management model in five-star hotels

Maquieira

Tarı́

Molina‐Azorín

2020

JTA

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Purpose This work analyses quality management (through the European Foundation for Quality Management-EFQM-model) and transformational leadership in hotels in Spain. Design/methodology/approach The study analyses 102 5-star and 5-star large luxury hotels that answer a questionnaire on transformational leadership and the EFQM model. It analyses the degree of importance of quality and transformational leadership in hotels, the significant differences between groups of hotels (according to stars, size, modality and type of product) and the association between transformational leadership and quality. Findings The results show the levels of quality and transformational leadership, minor significant differences between groups and an association between the two variables. In general, chain-affiliated hotels have a higher level of leadership and a more advanced employee and process management than independent hotels. Also, those hotels that focus on a vacational product show a lower attention to the strategy dimension in the EFQM model. The number of employees is not an important factor to adopt quality. Finally, transformational leadership allows hotels to advance in the development of quality management. Originality/value Although there are studies on quality management that show the importance of leadership for quality, there are few studies that examine transformational leadership and quality in the same study, mainly in the tourism industry, and especially in the case of the hotel industry.

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“…Some of them have been created and are implemented at a national level. To achieve a successfully implemented certification strategy, there should be coherence between the geographic scope of the certification used by a hotel or hotel chain and the origin of its customers (Iglesias et al, 2018). International tourists coming from countries where this certification is not implemented are rarely able to identify its meaning, which therefore lacks impact (Connelly et al, 2011).…”

Section: Percentages Of National and International Customersmentioning

confidence: 99%

Quality certifications in the TripAdvisor era. Are they outdated?

Fernández-Pacheco¹,

Argüelles

Ballina

2022

IJCHM

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Purpose This study aims to analyzes the effects of the consumer-generated media (CGM) boom on hotel managers’ investment behavior concerning quality signals. Design/methodology/approach Survival analysis has been conducted, considering the permanence/dropout of the Spanish hotels in a quality certification system during the 1998–2020 period. Findings The number of hotels certified since 2010 has been progressively falling, pointing to a decreasing interest of the managers in these certifications. Nevertheless, this is not a generalized phenomenon: the hotel characteristics and the number and nature of reviews about them in CGM significantly affect their permanence decisions in certification systems. Practical implications The findings provide several keys to optimizing investment management in quality signals considering hotel characteristics and their positioning in CGM. Originality/value To the best of the authors’ knowledge, this is the first study that analyses the relationship between the presence of hotels in CGM and their investments in alternative quality signals. The results will allow future investment decisions based on previous real business experiences.

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Investment decisions on quality certifications by hotel chains: differences between ex-ante and ex-post decisions

Cited by 7 publications

References 49 publications

The role of environmental CSR practices on the formation of behavioral intentions in a certified hotel context

The role of environmental CSR practices on the formation of behavioral intentions in a certified hotel context

Transformational leadership and the European Foundation for Quality Management model in five-star hotels

Quality certifications in the TripAdvisor era. Are they outdated?

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