Jesús Pastor Tejedor

On the ultimate goal of management in Spanish hospitals

The European Foundation for Quality Management (EFQM) is the most introduced model in Spanish hospitals. The main target of this model is the internal and external clients satisfaction. The model of strategic management Balanced Scorecard (BSC) facilitates the alignment between management and the mission and vision of hospitals. For this reason, we propose a model of integrated management: EFQM-BSC. In order to obtain the items of this research, a survey was conducted among managers of Spanish hospitals on a battery of 46 indicators, selected from the EFQM model, and prioritised and included in the four perspectives of the BSC model. The research shows two possible models of hypothesis: the client model, where the final effect would be the client perspective (patient, staff and societys satisfaction), or the financial model, where the final effect would be the economic and financial results. After a reliability, dimension analysis and a discriminant analysis, it was obtained more consistent indicators which better explain each perspective. The relationship among these perspectives are determined by structural equations based on methods of partial least squares. The research confirms that the client model reflects a better consistency in its hypothesis.

The implication of wine quality in a new model of the European Customer Satisfaction Index

When it deals with the wine sector, the quality has always been an essential requirement at the time of launching a product or increasing its presence in the Market. The purpose of this article consists of providing the customer an idea of how quality affects Spanish wines’ Protected Designation of Origin (PDO) (in Spanish ‘Denominación de Origen Protegida’) at the time of buying one product instead of another, so that, the Spanish wine geographic areas with higher repercussion will be indicated. Furthermore, a European Customer Satisfaction Index (ECSI) will be performed with the aim to measure the influence between quality and satisfaction of a collective brand, the Somontano (Aragon) PDO wines, based on the study in the cause–effect relationships of the ECSI model. The result is that quality has high influence on customer satisfaction, explaining the 23.90% of satisfaction variable through this variable and only being over-passed by the generated expectations on the clients.When it deals with the wine sector, the quality has always been an essential requirement at the time of launching a product or increasing its presence in the Market. The purpose of this article con...