Santiago Melián-González

University of Las Palmas de Gran Canaria | ULPGC · Faculty of Economics, Business and Tourism

Purpose The purpose of this study is to analyze whether higher tourism development in a region is associated with lower-quality employment in that region. Design/methodology/approach The analysis is based on the last two editions of the European Working Conditions Survey and on the tourism development of European regions. Two samples were studied...

Purpose The purpose of this paper is to analyze the perceived quality of service by guests in the reopening process during the COVID-19 pandemic. Design/methodology/approach The authors analyzed 1,679 TripAdvisor reviews from 2019 and 2020 that were written for hotels in Gran Canaria, Spain. The authors compared the average rating for 2019 and 202...

Resumen Conocer en qué medida el compromiso organizativo de los profesionales sanitarios de Atención Primaria es importante para la satisfacción de los pacientes. Estudio observacional, de corte transversal, cuantitativo, retrospectivo, y no controlado. Cuarenta centros de Atención Primaria pertenecientes al área de salud de Gran Canaria. Atención...

Gig economy delivery services such as food delivery are common in many cities. The business models for these services rely on self-employment. Studies suggest that this model can negatively affect service quality and client satisfaction. This study proposes that food-delivery services in the gig economy will show worse results compared to tradition...

The sharing economy continues to grow inside the tourism industry. Although sharing tours and activities have been being offered now for quite some time, Airbnb has produced major changes in what is on offer. This articles compares what is on offer with the activities detailed in two webs of major professional suppliers to go on to contrast the sup...

Resumen Objetivo Explicar la Motivación por el Servicio Público de los profesionales sanitarios a partir de (a) el entorno social de su centro de trabajo y (b) el apoyo percibido por parte de sus supervisores. Diseño Estudio observacional, de corte transversal, cuantitativo, retrospectivo, y no controlado. Emplazamiento 40 centros de atención pr...

For many years, the capacity of technologies to automate jobs was more visible in industrial settings. However, the latest advances have generated systems (through self-service technologies, online and mobile applications, and robots) that are capable of replacing human tasks in service environments. The question is whether these trends are already...

El entorno de la economía colaborativa en general, y particularmente las plataformas en las que se intercambia trabajo, no cuentan con información precisa sobre lo que está ocurriendo en su ámbito. Así, muchas veces se depende de los informes que las propias plataformas publican para poder contar con datos. Por ello, en este estudio se ha utilizado...

The purpose of this paper is to analyze the influence of offering free Wi-Fi on prices and guest satisfaction of accommodation properties in the sharing economy. To that aim, data on all the listings available on the Airbnb platform in Spain were automatically downloaded. These listings were classified in urban and non-urban ones. Based on a final...

As with other businesses, tourist companies are taking advantage of modern technologies. Chatbots are a recent technology that hotels, travel agencies, and airline companies are adopting. Despite this industry-wide implementation, there is no evidence about the factors that explain why consumers are willing to interact with chatbots. This work prop...

With the recent entrance of Airbnb, the sharing economy in the tours and activities sector has grown significantly. Due to its novelty, it is an area that has not been explored in the literature. This research is a first approach to the sector and its characteristics. We implemented a two-step methodology. First, we used a quantitative approach and...

Economía bajo demanda y economía del trabajo ocasional son dos de los términos que se han usado para referirse a la faceta laboral de la economía colaborativa. Algunas de las plataformas más relevantes de esta economía (ej., TaskRabbit y Upwork) son ya bastante populares. El auge de esta nueva forma de trabajar ha hecho que se hable de mercado labo...

Digital technologies have deeply pervaded the economy and society, and, in turn, the world of work. Twenty-five years ago a worker would have been amazed by some of the current characteristics of the labor market and company practices. Thus, progress in information technologies has potential effects on the number of workers who telework. Some techn...

One issue that has been identified in the literature is the relatively high average of guest client ratings that properties receive on sharing accommodation platforms. High ratings seem to be the norm in most online platforms that include consumer reviews, but the case of Airbnb seems more extreme than the others. Several reasons have been proposed...

Digital technologies have deeply pervaded the economy and society, and, in turn, the world of work. Twenty-five years ago a worker would have been amazed by some of the current characteristics of the labor market and company practices. Thus, progress in information technologies has potential effects on the number of workers who telework. Some techn...

On-demand and gig economy are names commonly used when discussing issues related to labor in the collaborative economy. Some of the specific digital platforms in this economy, including Uber and TaskRabbit, and Upwork are quite popular. The term digital labor market has been suggested to distinguish the work mediated by these platforms from that of...

Sharing Economy: Current situation, trends, challenges and research agenda - Keynote delivered at the III Spring Symposium on Challenges in Tourism Development, June 2018, Gran Canaria

Actualmente existe acuerdo en que muchas de las actuaciones de las personas en la economía colaborativa pueden calificarse de trabajo. Trabajar en este entorno se ha presentado como algo al alcance de cualquiera, ya que la base tecnológica de la economía colaborativa facilita el acceso a este mercado laboral y de consumo. No obstante, la realidad p...

#EconomíaColaborativaLibro Uno de los sectores que más rápidamente está creciendo en todo el mundo es el de la economía colaborativa. Un nicho de mercado que gracias a internet y a las nuevas formas de consumo ha logrado un éxito sin precedentes. ¿La clave? Dar con una idea tan simple como eficaz: ofrecer diferentes formas de intercambio de bienes...

Purpose The aim of this paper is to analyze the role of information technology (IT) in the performance of front office employees in hotels. This is done by testing and analyzing up to what level the task performance content of receptionists depends on IT and by testing and analyzing up to what level the contents of the service encounters in which t...

En este artículo se analiza la relación entre el turismo colaborativo y la sostenibilidad. Para ello se utilizan más de 6.000 valoraciones hechas por huéspedes de alquiler vacacional descargadas automáticamente de Airbnb. Sobre esta muestra se realizó un análisis de contenido con el objetivo de clasificar las principales quejas de los huéspedes. La...

Third-party literature is concerned about the way others perceive what happens in organizations. When dealing with the perceived justice of the employer-employee relationship, it has mainly adopted an on-site approach. The scarce research focusing on the consequences of perceived justice for client variables in hotels has shown that it can impact c...

https://www.amazon.es/entender-econom%C3%ADa-colaborativa-clientes-consumidores-individuos-proveedores-ebook/dp/B01MRNC50W ¿Qué es la economía colaborativa? ¿Es lo mismo que la economía de la compartición (sharing economy) o que la economía del pequeño encargo (gig economy)? ¿Cuál es su relación con el consumo colaborativo? ¿Y con la economía de l...

BACKGROUND There are not too many studies that deal with the organizational commitment of emergency physicians. This commitment has been shown to impact organizational performance. The aim of this paper is to analyse the degree of commitment of the emergency physicians in Spanish public hospitals and the factors that may influence it. METHOD Onlin...

El turismo colaborativo es la ex presión principal que actualmente tiene la economía colaborativa. Las expectativas de crecimiento de esta economía digital son importantes, por lo que comprender su funcionamiento es necesario. Una parte clave de la economía y el turismo colaborativo son los proveedores de los servicios. Sobre su actividad se ha di...

Purpose – The purpose of this paper is to analyze the consequences of an unexplored and real worker behavior on the internet (worker electronic word of mouth (weWOM)) for human resource image, as well as to analyze its impact on job seekers and employee’s intentions and attitudes. Design/methodology/approach – The research objectives were tested t...

Despite vast investments in IT, there is scant research and empirical data that connects, in depth, IT with firm performance in the hospitality industry. However, the literature does show partial evidence and examples of particular technologies. After an extensive literature review, we posit four global paths through which IT can impact hotel perfo...

Purpose – The purpose of this paper is to test a comprehensive work-related attitudinal model relevant for job performance by extending the perceived organizational support (POS), job satisfaction, and organizational commitment model with both perceived supervisor support (PSS) and psychological contract breach attitudes. Design/methodology/approa...

Fundamento. Existen pocos estudios sobre las actitudes de los médicos de los servicios de urgencias respecto a sus organizaciones. La actitud de los trabajadores “compromiso con la organización” ha mostrado ser relevante para el rendimiento en el puesto de trabajo y el global de las organizaciones. El objetivo de este trabajo es analizar el grado d...

RESUMEN La irrupción de Internet en la sociedad está generando una nueva forma de trabajo, creado directamente por los individuos, que presenta características diferentes del trabajo tradicional. Este reciente modo de ofrecer y demandar servicios se da en distintas actividades propias del sector turístico. Partiendo de la literatura existente, se f...

In general society has assumed the huge presence of information and communication technology (ICT) in all life’s facets. Nevertheless, this technology penetration may be substituting organizations’ occupa tions. Automation phenomenon has been mainly studied in the industrial activity, but it is a wider trend due to the technological development....

Purpose – Employee satisfaction appears in any discussion about how employees can contribute to organizational performance. The purpose of this paper is to test the relationship between employee satisfaction and organizational performance; this later measured with three firm-level performance outcomes (return over assets, operating margin, and reve...

La industria turística no ha sido ajena a la ubicuidad de las TIC y, dentro de la misma, los hoteles han sido uno de los agentes en los que las TIC se han desplegado en mayor medida. Mientras que en ocasiones las TIC tienen una presencia meramente instrumental y de apoyo, en otros casos las TIC juegan un rol más central, articulándose un nuevo proc...

En la actualidad existe un amplio abanico de tecnologías de la información y las comunicaciones (TIC) que se pueden aplicar en todo tipo de hoteles. El objetivo del presente artículo es presentar un catálogo de las tecnologías que los hoteles tienen a su disposición, añadiendo si las mismas pueden contribuir en el proceso de automatizar sus tareas,...

The impact of Internet on companies and society has been tremendous. This revolution has created new behaviors among consumers, such as electronic word-of-mouth (eWOM), which has already been studied. Nevertheless, there is a very similar and frequent behavior that the academic field has not yet addressed in which employees and ex-employees publicl...

The impact of Internet on companies and society has been tremendous. This revolution has created new behaviors among consumers, such as electronic word-of-mouth (eWOM), which has already been studied. Nevertheless, there is a very similar and frequent behavior that the academic field has not yet addressed in which employees and ex-employees publicl...

To what extent do the ratings of hotels in social media depend on the hotels themselves and to what extent do they depend on the destination of the hotel? That is, if we were able to place a hotel with the same characteristics and services at two different destinations, would both have the same rating or would they differ? By using multilevel regre...

Customer reviews posted on the web and through social media (electronic word of mouth [eWOM]) have grown in importance for tourism businesses, but most studies have examined the effects of the content of reviews, particularly negative reviews (i.e., their valence). This study considers both the valence and the volume of eWOM using a broad and varie...

In the analysis of whether information technology (IT) has an impact on organizational performance, focus is usually placed on the relationship between an organization’s investments in IT and that organization’s performance. Therefore, it is standard to devote special attention to the size and complexity of the organization, to the investments in o...

Purpose – The purpose of this paper is to analyze whether offering free Wi-Fi improves hotels’ online ratings, which are considered a measure of customer satisfaction. Design/methodology/approach – Empirical research was conducted using the salient features of downloaded reviews (e.g. dates and types of travelers) of 26,439 hotels in 200 destinatio...

The use of websites to solicit and share opinions on products consumed is now a standard practice. There is reason to believe that dissatisfied customers are those most likely to recount and evaluate their experiences on these specialized sites, and it is therefore in the interest of businesses to encourage satisfied clients to do so as well. With...

Faculty, administrative staff and students constantly demand more IS/ICT services in higher education institutions. Specifically, they demand high-quality user support from the university’s help desk. Good service means, first of all, having enough people to provide the service. Responding to the dilemma of not being able to deliver these services...

Different studies confirm that the presence of IT in firms, together with human and other organizational resources, has a positive influence on the performance of organizations. However, the details of the process through which that influence is produced have not been clarified. This study is based on an extensive IT data base corresponding to a sa...

New public management aims to improve the efficacy and other performance criteria of public organizations. To that end, it is based on principles like specialization and public organization desegregation, and on practices such as outsourcing and the development of internal markets. This article presents a public university management action compris...

Good moves, mistakes and unexpected events in an initiative to improve public management in the ICT service provision at a university New public management aims to improve the efficacy and other performance criteria of public organizations. To that end, it is based on principles like specialization and public organization desegregation, and on prac...

Purpose Anomic feelings (AFs) are predicted to play a moderating role in the relationship between organisational justice perceptions and the citizenship use of the organisation's internet access, or cybercivism. The purpose of this paper is to hypothesise that, just as AFs are supported in prior research as able to intensify the negative effects of...

Son pocos los trabajos que aportan información sobre cómo se aplican las prácticas de recursos humanos (en adelante RRHH) dentro de las empresas. La visión uniforme con la que se aborda la dirección de RRHH, y más concretamente las prácticas de alto rendimiento, puede estar obviando una realidad que sugiere que pueden coexistir distintas aplicacion...

There are not too many articles that have studied how human resources (hereafter HR) practice systems have been used inside organizations. The uniform vision with which the management of HR, and more specifically the high performance practices, is approached can be hiding a reality that suggests that different HR practices may coexist. Thus, variou...

Purpose The purpose of this research is to study the relationship between the HR control system and organizational results, examining the moderating effect of uncertainty and HR risk behavior. Design/methodology/approach The study analyzes the relationship between HR control systems and organizational results introducing two major moderating varia...

Purpose Most works on human resource (HR) practices assume that companies use them in the same way for the entire workforce. The objective of this work is to check whether the application of HR practices varies within organizations. To be specific, HR practices can vary depending on the importance that companies attach to the job. Design/methodolo...

El personal de ventas en las organizaciones tiene la misión crucial de conseguir ingresos para la empresa, de forma que ésta pueda mantener sus operaciones. Debido a lo delicado de esta tarea para la supervivencia y éxito de la organización, se han dedicado generosos esfuerzos a conseguir un mayor estímulo y control del trabajo de los vendedores. U...

It is a known fact that the best practices approach proposes a series of HR practices that are beneficial to all companies. We, like other authors, believe that contingency factors exist that determine human resource management, and therefore do not agree with the universality of best practices. To be specific, we believe that these are used in com...

Practically nobody denies the importance of human resources (HR) to company management. There are many works which show that companies’ managing their HR in a specific way, obtain positive business results. However, some of those studies select, a priori, organisations with a certain type of HR practice in order to assess their impact on performanc...

Although empirical results of the control systems literature seem to conclude that behavioural control makes a bigger contribution for the organizational and sales force success, some relevant authors recommend analyzing the context control systems are applied in, to test whether the "fit" among contextual characteristics and control systems empowe...

La Teoría de los Costes de Transacción (TCT) ofrece un marco histórico interesante para el análisis del papel de los incentivos retributivos frente a la utilización del salario fijo. Sin embargo, no hay estudios que muestren el impacto que puede tener un plan retributivo diseñado según las pautas de la TCT. Analizamos esta influencia a través de un...