International Journal of Knowledge Management in Tourism and Hospitality (7 papers in press)

Regular Issues

• Analysis of Quality Management from the Consumer's Perspective - a Case Study of the Pestana Hotel Group in Portugal  
  by Felipa Lopes Dos Reis, Daniel João Gil Pinto 
  Abstract: The main objective of this research is to conduct a study of the hotel chain, Pestana Hotel Group (Portugal), from the consumers perspective specifically, to analyse how customer feedback can intervene in changing a specific quality component in the hotel sector. In this study, the adopted methodology was the quantitative approach. Data were collected through a Google forms questionnaire to verify consumer behaviour and preferences at a specific hotel unit, considering these factors at one of the many hotels that Pestana Hotel Group operates in Portugal. In addition to analysing these satisfaction patterns, this study also refers to the investigation of overall quality in the hotel sector, as well as to the context, promotion, evolution, and economic impact of the tourism sector in Portugal. As such, the purpose of this article demonstrates, through research and sample results, that quality management in hotel units is crucial ensuring customer satisfaction and strengthening brand reputation, leading to a positive reputation that is essential for attracting and retaining customers.
  Keywords: Hospitality; Customers; Quality; Tourism; Satisfaction.
  
  
• Work Engagement and Communication Styles: Case Study in School Context in Portugal  
  by Felipa Lopes Dos Reis, Helena Pimentel, Miguel Barrigana, Emanuel Ferreira 
  Abstract: Work Engagement and Corporate Communication have been addressed in various studies in different areas of society, in order to find answers to organisational behaviour, talent retention and employee turnover The main objective of this research is to study the existence of a relationship between the Communication Styles used in school environment and whether these styles are related to the teacher's commitment and non-teaching staff in a school organisation In terms of methodology, a questionnaire was applied to teachers and employees of a school group in Portugal The questionnaire was applied and is characterized by various sections aimed at collecting sociodemographic data, assessing the different communication styles present and applying the Utrecht Work Engagement Scale (UWES-17) Data collected, with a sample of fifty participants, was processed using SPSS and Excel software, with a special focus on averages and standard deviations Data analysis reveals a tendency to use an assertive communication style in the group, which is associated with a high level of work engagement.
  Keywords: Keywords: Communication; School Communication; Communication Styles; Work Engagement.
  DOI: 10.1504/IJKMTH.2024.10069668
   
  
• Beyond technique: communication as a determining factor in sports performance exploring the relevance of organisational communication and personal styles in football and professional futsal  
  by Felipa Lopes Dos Reis, Gonçalo Vieira, Joana Novo 
  Abstract: Constant social change has been impacting with significance the communication in sports organisations, where it plays a major role in achieving goals. In soccer and futsal, communication is crucial for team cohesion, understanding tactical strategies, and individual player development. This study explores the relationship between communication and sports performance, focusing on soccer and futsal, to identify the profile of athletes and officials in sports institutions and any existing gaps. The methodology includes research design, sample selection, and tools like the internal organisational communication scale and income perception questionnaire for data collection. Data is analysed using statistical methods and visual representations to identify patterns. The study involves 117 athletes from men's and women's national championships in the Lisbon Metropolitan Area, Portugal. It also examines personal communication styles – assertiveness, aggressiveness, and passivity – offering a comprehensive view of how these interactions shape sports dynamics.
  Keywords: communication; sports performance; athletes; personal styles.
  DOI: 10.1504/IJKMTH.2025.10070850
   
  
• Motivation, satisfaction and stress case study: ERA Imobiliária Portugal  
  by Felipa Lopes Dos Reis, Gabriel Vieira, Gonçalo Cordeiro, Luis Sousa, Miguel Fontes 
  Abstract: This study aimed to investigate the relationship between motivation and satisfaction in the workplace, using the main motivational theories, and identifying the main reasons of stress. Our method was to investigate one of the largest companies of the Portugal's real estate sector – ERA Portugal, using a form and an interview with partner and HR manager – Dr. Nuno Martins. The objective was successfully achieved, as we were able to investigate motivation and stress, whilst understanding the impacts of these concepts in organisations. The methodology used during the study was important, as we were able to obtain the opinion of employees who are present in that market, who live out the concepts on a daily basis. The interview gave us the perspective of someone that has an important position, making us understand how someone with an important role interprets the complexity of the main concepts of in this study.
  Keywords: ERA; motivation; satisfaction; stress; Portugal.
  DOI: 10.1504/IJKMTH.2024.10067572
   
  
• MBA students' attitudes towards entrepreneurship: a study with reference to the East Godavari District of Andhra Pradesh  
  by Satya Sravanti Kamidi, Subba Lakshmi Tirukoti, Rajesh Kumar Karna 
  Abstract: The paper's objectives are to study the MBA students' attitudes towards entrepreneurship and the barriers they face to starting a business in the East Godavari District of Andhra Pradesh, India. The study used primary data obtained from MBA students. The study used simple ratios and percentage methods to analyse data. The study observed that most students would like to take up entrepreneurship as their career option and viewed entrepreneurship as a rewarding career in the globalised world, but a lack of technical knowledge prevents students from starting a business. The study suggests that students must be encouraged to take up business as a career. There is a need to research policies and programs that help youth take up entrepreneurship so they can contribute maximally and these should be adjusted accordingly.
  Keywords: attitude; entrepreneurship; barriers; East Godavari District.
  DOI: 10.1504/IJKMTH.2024.10067582
   
  
• Green marketing practices and sustainable development: the role of institutional theory among small and medium scale enterprises  
  by Edward Markwei Martey 
  Abstract: The study creates a conceptual frame work that integrates the theory of planned behaviour (TPB) and institutional theory (ILT) constructs to develop a model that explains the SMEs' intention to practice green marketing for sustainable development. The researcher used purposive sampling, a non-probability sampling method, to collect primary responses from SMEs that practice green marketing. Questionnaires were designed based on the constructs of TPB and ILT and were distributed to 324 SMEs face-to-face .The data gathered was analysed using partial least squares structural equation modelling to test the hypotheses developed through the literature review. The outcome of the data analysis supported all the direct effects of the constructs (attitudes, subjective norms, perceived behaviour benefits, knowledge, and self-efficacy) on sustainable development. Moreover, the moderating effect of descriptive and injunctive norms on the relationship between attitude and social norm on sustainable development was accepted.
  Keywords: sustainable; green practice; attitude; social norm; government influence.
  DOI: 10.1504/IJKMTH.2024.10066689
   
  
• Exploring the relationship between total quality management and organisational performance: a bibliometric review of past trends, present insights, and future directions  
  by Waqas Niazi, Mohd Yousuf Javed, Hamzah Siraj 
  Abstract: This study aims to provide a comprehensive analysis of the existing literature on TQM and its impact on organisational performance, using bibliometric analysis to identify the key themes and trends in the research. Gathering information involves several steps, starting with identifying relevant keywords. These keywords were then used to create search terms, and the Scopus database was chosen for its reputation, accessibility to reputable journals, user-friendly interface, and search refinement options. The search was conducted using the terms 'total quality management' or 'TQM' in combination with 'organisational performance' or 'organisational performance', yielding 526 papers. The data extraction occurred in February 2022, and since Scopus is regularly updated, future results might vary only English-language journal articles were considered to narrow down the selection, resulting in a final set of 504 research papers subjected to bibliometric analysis The analysis also showed that the research on TQM has evolved over time.
  Keywords: total quality management; TQM; organisational performance; literature review; bibliometric analysis.
  DOI: 10.1504/IJKMTH.2024.10067897