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May 2007 - present
- Proffessor in Lodging operations, business management and Travel Agencies management
- My research experience is mainly in topics like Satisfaction with Service Recovery, justice and Organizational Citizenship behavior (OCB) and Deviant Citizenship behavior (DWB) and loyalty in hospitality organizations
May 1994 - present
- Proffessor in business administration and hospitality management
- Teaching Hospitality management, Front-office management y Business Administration. Erasmus teaching in Vrije Universitat, Stenden Hogeschool University in Holand, Southern Denmark University and Erasmus Training in Surrey University
Research about the impact of the CEO’s personality on firm-level outcomes has been ambiguous, partly because the underlying mechanisms remain largely unexplored. Given that the individuals most strongly influenced by a firm’s CEO are the top management team (TMT) members, this study focuses on the CEO–TMT interface as a salient intervening relation...
Contrary to conventional wisdom, loyalty may be a driver of hotel guests’ favorable behavior when they are satisfied with a hotel’s service recovery effort. Instead of having satisfaction with service recovery directly influencing guests’ supportive actions, loyalty acts as a precondition to consumers’ positive citizenship behavior. Moreover, the f...
This study examines the effects of transformational, transactional, and non-transactional leadership on hotel employees’ outcomes including extra effort, perceived efficiency, and satisfaction with managers. Employees from eleven 4-star hotels in Spain provided the collected data. A series of statistical analyses (1) identify the elements of three...
This study models guests' reactions to a hotel based on the way they perceive management's treatment of staff. First, it is suggested that guests empathize with staff by placing themselves in the staff member's position, and that customers who perceive unfair treatment of staff show decreased loyalty and increased dysfunctional behavior. Second, tr...
The motivations of tourists, who practice water sports, constitute a topic scarcely studied. This study examines whethercertain tourist attributes and attitudes towards water sports influence the intention and determination to practice it.Furthermore, it suggests that tourist decisions in previous destinations to practice water sports favor that th...
Se propone un marco teórico y un modelo empírico para analizar la influencia de las redes colaborativas en la competitividad de los destinos de turismo rural y se presentan evidencias en el análisis del caso de la isla de La Palma (Islas Canarias). La hipotesis de trabajo que guía la investigación el que el bajo perfil de las relaciones colaborativ...
This article analyzes two crucial aspects of services marketing, service recovery and customer loyalty, and their influence on perceived service quality. SERVQUAL was used as the instrument for measuring service quality, and hotel customers in Spain made up the sample. The application of factor analysis highlights a clear distinction between tangib...
El presente trabajo analiza el nivel de satisfacción de los clientes que viajan por medio de un paquete turístico ofertado por un turoperador. Se estudian los diferentes servicios relacionados con las actividades de ocio y el proceso de disfrute del tiempo libre en el destino; disponiéndose así de la satisfacción obtenida respecto a los principales...