This study examines the relevance of environmental management as a source of competitive advantage for hotels. The relationship between the environmental proactivity of hotels located in the province of Alicante (Spain) and their economic performance levels was studied, and three…

We argue that ethical leadership must be in line with corporate governance in general and of the Chief Executive Officer (CEO) who must be the starting point for the rest of the organisational members to have an ethical guideline to…

The aim of this paper is to explore the reasons that lead to information systems outsourcing in the largest Spanish firms. Our paper takes as its starting point the previous literature on information systems and tries to analyse if those…

Information systems outsourcing is a constantly growing practice in all sorts of organisations. This paper analyses the level of information systems outsourcing at Spanish public universities. It also means to determine if factors such as the size, both of universities…

Technological innovation requires a technical preparation in material, financial and human resources. However, without a clear corporate culture, the technical side of technological innovation will hardly develop in a satisfactory manner.
In this light, we analyze the origin of a…

This paper analyzes how public administration may improve the service it offers to citizens through a suitable organizational culture; for this purpose, it starts by studying the specific features of the culture of public administration. In this respect, it analyzes…

This paper analyzes the efforts made by the Telefonica Group (the main Spanish firm in the telecommunications sector) to evolve from a bureaucratic culture to another oriented towards total quality and the customer. The need for this change came as…

The adoption of ISO 9000 has been justified in terms of the many benefits it generate, although problems may also arise. Such advantages and disadvantages lead to different reasons for seeking certification. Based on these reasons, this paper analyzed the…

The theory of quality management has been studied from different areas: quality leaders' ideas, empirical research and formal evaluation models. This has helped identify a set of critical factors for a successful implementation, as a way to improve customer satisfaction…

This paper addresses the influence of information technology in human resources management (HRM) and specifically on training policy through the experience of a Spanish telecommunications firm, Telefonica. The characteristics of the training model designed by this firm to face new…