Examinando por Autor "Delgado Jalón, María Luisa"

Mostrando 1 - 4 de 4

Neural network analysis for hotel service design in Madrid: the 3ps methodology and the frontline staff
(Universidade do Algarve, 2018-02-28) Flores-Ureba, Sandra; de Esteban Curiel, Javier; Delgado Jalón, María Luisa; Rivero-Menéndez, José Ángel
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 analyzed from the visitor’s perspective for showing the relationships established between front-line employees and customers. A face-to-face 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 “People-processing service”.
R&D companies based on their age, size and type of field, are they solvent companies?
(Springer Nature, 2023-09-15) Flores-Ureba, Sandra; Gelashvili, Vera; Gómez-Ortega, Alba; Delgado Jalón, María Luisa
Advances through Research and Development (R&D) companies have marked a meaningful change worldwide. The products developed by these companies are known. However, little is written about how they work, mainly whether they are solvent companies, whether they generate a profit from their activity, how long the life of these companies is, or whether they tend to go bankrupt. In addition, the pandemic caused by Covid-19 has had a significant impact on all types of companies, and it is worth asking whether the effect on R&D companies has been negative or positive. Taking all of this into account, the main objective of this study is to analyze the profitability, liquidity, and solvency situation of Spanish R&D companies considering their size, age and type of field. The impact of the Covid-19 pandemic on these companies will be analyzed too. In total, 135 Spanish companies have been studied, and whether they are R&D companies in natural and technical sciences or social sciences and Humanities has been considered. The Altman Z-score indicator has been used after descriptive analysis of the companies by ratios. This methodology has been used to assess whether the health crisis has compromised the solvency of these companies. The analysis of the study has shown that they are companies of great relevance at the national economic level, which have a favourable liquidity and solvency situation. In case of profitability of these companies the results could not be generalized. Also, results have shown that Covid19 had a significant impact on Spanish R&D companies and their financial and economic situation. This study is an essential contribution to the academic literature, public administration, and management of R&D companies.
The social perception of urban transport in the city of Madrid: the application of the Servicescape Model to the bus and underground services.
(European Transport Research Review, 2019) Delgado Jalón, María Luisa; Gómez Ortega, Alba; de Esteban Curiel, Javier
Abstract Purpose: This paper is a study of the user’s perception of urban and suburban transport and was carried out in an attempt to compare the social value of various means of transport. The measurement of social perceptions is carried out with regard to ambient conditions, space, signs, front-line employees and other customers as stakeholders of both public transport services. Thus, this paper aims to identify the reasons for individuals’ preferences when choosing one particular means of transport for their daily life. Results: The results show that user perceptions of the underground are slightly better than the perceptions of buses; the results also highlight the decent management of both means of transport in terms of quality air, temperature, space, noise, cleanliness, smell and seating facilities. Some modest improvements are recommended to enhance public transportation service delivery. Conclusions: This approach reflects the gap between the social perception of a service and companies’ financial situations. Management policies are necessary to improve the service’s social value.
Users’ perception for innovation and sustainability management: evidence from public transport
(Springer, 2023) Gómez-Ortega, Alba; Flores-Ureba, Sandra; Gelashvili, Vera; Delgado Jalón, María Luisa
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.