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PurposeThe purpose of this paper is to empirically test a research model exploring the complex links between internal and external manufacturing flexibility capabilities (IF and EF) and competitive advantage (CA).Design/methodology/approachA survey approach with responses from 266 Spanish manufacturing firms from different industries was used. Structural equation modelling and SPSS macro PROCESS were used to test the hypotheses.FindingsManufacturing flexibility (MF) is a dual-dimensional concept composed by IF and EF, which are complementary and hierarchical in its development. Contrary to previous assumptions, IF does not always express its final competitive effect through EF, which only partially mediates the IF–CA relationship. Thus, IF and EF independently can positively enhance a firm's CA, being the direct effect of the IF being stronger than EF.Practical implicationsThis study offers practical insights supporting a guide for prioritising flexibility capabilities through the holistic MF implementation, thus assisting managers wishing to formulate MF strategies seeking efficiency and customer value advantages relative to competitors.Originality/valueThe main novelty of this work is to explore for the first time the direct and indirect role of IF on CA, enlarging the assumptions of the flexibility funnel framework (FFF) and the strategic view of MF. The study is also unique due to both the depth and breadth of the investigation of the basis of the use of resource-based theory (RBT) and by employing a recent and comprehensive MF conceptual systematisation to guide the measurement approach.

This study examines how five key entrepreneurial orientation (EO) dimensions—risk taking, innovativeness, proactiveness, competitive aggressiveness, and autonomy—affect family business performance, as well as the moderating effect of socioemotional wealth (SEW) on these relationships. The findings, based on a sample of 609 Spanish and Portuguese family firms, reveal that not all EO dimensions are equally important for performance, as only proactiveness, competitive aggressiveness, and autonomy were significant. However, we also find that the EO–performance relationship is affected by concern for SEW preservation, as our SEW measure moderates risk taking positively and innovativeness negatively.JEL CLASSIFICATION: L20; L26; M10

We investigate how the four dimensions of the dynamic capabilities (DC) construct (sensing, learning, integrating, and coordinating) individually affect firm performance and the moderating role of market orientation (MO) in the process. Our findings, based on a sample of 509 Spanish small- and medium-sized enterprises (SMEs), suggest that not all DC dimensions are equally important for SME performance. We further found MO to significantly moderate the relationships between both the sensing capability and the learning capability and firm performance. The implications for research and practice are discussed.

As a predominant form of business organization, family firms have attracted increasing attention by scholars, and especially by those researching entrepreneurial orientation with the aim of better understanding of entrepreneurial activities pursued by enterprises. However, the literature on the confluence of entrepreneurial orientation and family firms has paid scant attention to the influence of affective and emotional factors. To cover this research gap, the authors analyze the impact of affective commitment and concern for socioemotional wealth preservation on entrepreneurial orientation. To do so, they performed an empirical study using the data collected from 342 small and mid-sized family firms from Portugal, a country where family firms are under-researched even though they make up the backbone of the economy. Results show that both affective commitment and socioemotional wealth positively impact entrepreneurial orientation, pointing to the need to further research the relationships between such factors and strategic behaviors in the family business context.

To enrich understanding of the causes of entrepreneurial orientation (EO), we examine whether and how EO is rooted in organizational culture. Following a new conceptualization of EO and based on data from 269 Mexican firms, we theorize and find that organizational culture is a strategic resource that firms can use to cultivate EO and this influence is more transmitted through firms’ entrepreneurial behaviors than through managers’ attitude towards risk. Further, this process is moderated by firms’ strategic planning. We hope that our study demonstrates the promise of the new conceptualization of EO and stimulates more research towards the EO antecedent direction. We also hope that the results help improving the understanding and contextualization of EO in an under-studied area --Latin America.

The paper analyses the relatedness or interrelations in the joint adoption of different types of innovation (product, process, organisational, and commercial). We study the relatedness in t...

Drawing on family firm heterogeneity research, we develop a typology of family firms using differences in family influence and firm life cycle. We offer hypotheses regarding the relationships between the different firm types and two important outcomes: Entrepreneurial orientation (EO) and performance. Applying latent profile analysis to a sample of 684 Spanish and Portuguese family firms using variables related to family influence (i.e., ownership, family CEO) and firm life cycle (i.e., generational management, size, and presence of board of directors), we find four family firm types, which differentially affect EO and performance. Implications of our findings for EO, family firm performance, and the development of family firm typologies are discussed.

PurposeThe implementation of business excellence models is becoming a key competitive priority for companies, but the type of results they obtain by implementing such models and the importance of such results remain open issues. The purpose of this paper is to clarify the results obtained by companies that implement the European Foundation for Quality Management (EFQM) excellence model, with a focus on their importance and nature.Design/methodology/approachAn empirical study was conducted in 68 Spanish firms that were immersed in the process of implementing EFQM. The methodology consists of a descriptive analysis and factor analysis in order to determine which groups of results are the most important. Finally, clusters of firms are analyzed to establish their profile in relation to these groups, using cluster analysis.FindingsThis study shows that the main results of the implementation of EFQM are an improvement in the external image of the company and an increased efficiency of internal processes. In addition, the results can be grouped into internal results, human resources results and economic results, with the first group being the most important. Finally, the results show that there are three groups of firms, categorized according to their results orientation: highly results-oriented, moderately results-oriented and minimally results-oriented.Practical implicationsCompanies are in a better position to anticipate and solve the problems that may arise during the implementation process if they understand the results of the implementation of EFQM, along with the motivations for and barriers to the implementation. Also, this research shows that the bodies promoting and motivating quality should make a special effort to emphasize the importance of non-financial results in companies that implement EFQM.Originality/valueThis paper extends the knowledge in the field of business excellence models by developing an instrument to measure implementation results from the perspective of quality managers who were specifically appointed to lead the implementation of the EFQM excellence model in companies.

Firms develop and use multiple strategic orientations. However, the investigations considering more than one strategic orientation are scant and have paid scant attention to the singular context of family firms, despite the growing evidence of their special strategic behavior. To cover these research gaps, we analyze the combined effects of three strategic orientations (mainly, entrepreneurial orientation, learning orientation, and market orientation) on family firm's performance, by comparing family firms and non-family firms from Spain and Portugal. Our results show that the entrepreneurial orientation is the strategic orientation with higher impact on family firm performance, followed by market orientation, so, our work offers family firms some insights to an improved performance. In addition our work contributes to literature by corroborating the idea of strategic equifinality. RESUMEN: Las empresas desarrollan y utilizan múltiples orientaciones estratégicas. Sin embargo, pocos estudios han considerado más de una orientación estratégica y los existentes han prestado escasas atención las empresas familiares, a pesar de la creciente evidencia del comportamiento estratégico diferencial de estas empresas. Para cubrir este gap en la investigación, analizamos los efectos combinados de tres orientaciones estratégicas (orientación emprendedora, orientación al aprendizaje y orientación al mercado) en la performace de las empresas familiares comparando empresas familiares y no familiares de España y Portugal. Nuestros resultados muestran diferencias en el comportamiento estratégico de las empresas familiares, pero no encontramos diferencias en el desempeño, lo que corrobora la idea de la equifinalidad estratégica.

Despite evidence pointing to differences between family and nonfamily firms regarding entrepreneurial orientation (EO), market orientation (MO), and learning orientation (LO), little is known of the relationships between these variables in the family business context. Drawing on the resource-based view (RBV) and a sample of 509 Spanish small and medium enterprises (SMEs), our results suggest that the family business context promotes the LO-EO link, which helps explain why some firms are more entrepreneurially oriented than other firms.

Despite several calls for the further study of entrepreneurial orientation in family firms, we still have a fragmented understanding of this topic, whose full potential has yet to be reached. To shed new light on this issue, this article first maps the family business field by carrying out a systematic review and content analysis of the 78 articles identified at the confluence of entrepreneurial orientation and family firms. Our study describes and critically assesses previous research as well as the conclusions reached. Second, this article identifies the main research gaps and provides a path for future investigations. This work has received financial support from the Santander Chair in Family Business (University of Cantabria)

Although management literature mostly reports a positive association between entrepreneurial orientation and firm performance, it also recognizes that different business contexts may prompt different manifestations of entrepreneurial orientation. Considering that family firms constitute the backbone of most economies across the globe, and based on arguments from socioemotional wealth perspective, this research aims to examine the moderating effect of being a family firm on the relationship between entrepreneurial orientation and firm performance. The empirical study is based on primary information obtained from the chief-executive-offices of 402 small and medium-enterprises (SMEs) from Portugal, a country located in southwestern Europe, and one that has been scantly investigated by the literature in the confluence between entrepreneurial orientation and family firms. Results show that the family firm status weakens the relationship between entrepreneurial orientation and performance in the Portuguese SMEs.

This chapter is intended to analyze the extent to which businesses in Spain have adopted several flexibility-manufacturing practices. Specifically, this study explores firstly, sample-based differences in the results of comparative family firms versus nonfamily firms concerning practices for implementing manufacturing flexibility. Secondly, heterogeneity in this implementation process within different groups of family firms was explored. The gathered evidence suggests that the main differences with respect to practices for implementing manufacturing flexibility appear when specific characteristics surrounding family firms and related to the role of the CEO and family involvement in the management of the firm are considered.

This study aims to explore how family firms pursue strategies that promote strategic flexibility and knowledge-management (KM) practices to respond to strategic-renewal goals. Specifically, based on a knowledge-based view of the firm, the following research question is proposed: Are there heterogeneous groups of family firms in terms of knowledge management, strategic flexibility and strategic renewal goals? To answer this question, an exploratory study using a two-step cluster analysis is developed. It reveals natural groupings from a sample of 288 small and medium-sized Spanish family enterprises (SMEs). The results obtained identified three distinctive clusters of family firms, namely proactive family firms, transitional or adaptive family firms, and rigid family firms. After two-step cluster analysis, we also conducted analysis of variance (ANOVA) to confirm that significant differences amongst the three clusters exist. After heterogeneity been confirmed, a further profile of the cluster solution was provided by using CEO and board characteristics, as well as the generational stage of the company. The findings offer some counterbalance for those studies that tend to study family businesses as a homogeneous entity, thus permitting researchers to access more information, providing rich explanations for renewal managerial decision-making purposes in family firm contexts.

Despite growing research on the effect of high-performance work practices (HPWPs) on family firm performance, the implications of socioemotional wealth (SEW) preservation remain ambiguous. This stems from SEW preservation being used primarily as an explanatory construct and assessed indirectly rather than directly in empirical studies. To address this research gap, we draw upon organizational control and signaling theories to determine the “true” interaction between HPWPs and SEW preservation for labor productivity. Specifically, competing hypotheses are presented to determine if this interaction supports complementarity or substitutability. Using a sample of 124 Spanish family firms and a direct measurement of SEW preservation, our results provide support for substitutability, suggesting that family firms can realize higher labor productivity when HPWPs are fully implemented and commitment to SEW preservation is low, and vice versa. These findings have important implications for family firms, given HPWPs’ inverse relationship with SEW preservation regarding labor productivity. JEL CLASSIFICATION J24, L20, L21, L26, M12_M12, M54_M54, O15

Purpose – The purpose of this paper is to contribute to the understanding of the factors that influence small to medium-sized family enterprises (SMFEs) innovation decision. Design/methodology/approach – This paper utilises an original data set of 73 SMFEs employing 5-249 people to run binomial logistic regression model which considers the joint effect of both internal and external factors. Findings – The results confirm, on the one hand, a significant and positive relationship between the long chief executive officer (CEO) tenure, the prospector and analyser strategic orientation, and the innovation decision in the Spanish family firms. On the other hand, the results confirm a significant and negative relationship between the risk taking, the cost of innovation, the lack of qualified personnel, a customer indifference towards innovation, and the innovation decision in the Spanish SMFEs. Research limitations/implications – The results contribute to the development of theoretical and knowledge bases, as well as offering results that will be of interest to research and policy communities. The results are limited to a small sample size, single survey, using cross-sectional data. Practical implications – The findings have a bearing on business innovation strategy for policy makers. The results suggest that policy measures that promote long CEO tenures, and the prospector and analyser strategic orientation may have the greatest impact in terms of helping to facilitate innovation decision. Originality/value – A novel feature of the model is the consideration of the joint effect of both internal and external factors in SMFEs.

The present work is an attempt to contribute to the conceptual systematisation of the manufacturing flexibility types by synthesising the vast literature available after a systematic review. We classified the papers in two perspectives (hierarchical and strategic), and engaged in a systematic process of standardisation of the definitions and names of various flexibility types leading to a better understanding of them. This process allowed us to clearly show: (a) the existence of a broader consensus in the field than expected; (b) that problems are limited to concrete aspects related to the level of analysis or the scope of certain flexibility types; (c) the possibility of a theoretical integration between the two perspectives which would permit a standardisation of the names and definitions for the flexibility types which make up the manufacturing flexibility construct.

This paper presents the results of the empirical study conducted in 68 Spanish private firms which are immersed in the implementation process of the European Foundation for Quality Management (EFQM) excellence model, according to the Excellence in Management Club (the official representative and partner of EFQM in Spain which is a non-profit making organisation with the aim of being the reference and meeting point for organisations on their way towards excellence). The objective of this paper is to explore the main barriers of Total Quality Management implementation through the EFQM excellence model in Spanish private firms. The methodology consists of a descriptive analysis and factor analysis in order to determine the importance and the structure of these barriers. Finally, cluster firms and these groups are analysed to establish their profile by cluster analysis. The results show that the most important barriers are those related to the lack of time and the lack of physical and financial resources. The...

This paper presents the results of the empirical study conducted in 68 Spanish firms which are following the implementation process of the Total Quality Management (TQM) through the EFQM excellence model, according to the Excellence in Management Club (the official representative and partner of EFQM in Spain which is a non-profit making organisation with the aim of being the reference and meeting point for organisations on their way towards excellence). The objective of this paper is to analyse the motivations that lead Spanish firms to implement the TQM through the EFQM. First a review of literature is provided, followed by methodology which consists of a descriptive analysis and factor analysis in order to determine the importance and the structure of these motivations. Finally, cluster firms and these groups are analysed to establish their profile by cluster analysis. The results show that the most important motivations that drive firms to implement the TQM through the EFQM are internal motivations. Th...

The family business field of study has grown considerably in recent years in Spain. In fact, it is no exaggeration to say that twenty years ago there was barely any research in this field. In 1992, exactly 25 years ago, a group of family entrepreneurs founded the Instituto de la Empresa Familiar (IEF). IEF created the Chair in Family Business at Spanish universities to foster its inclusion in Business Administration syllabuses and promote its research by Spanish academics. This paper analyses the evolution of research into family businesses carried out by academics who are part of the IEF Network of Chairs, both at international and management level. To do this, the ISI Web of Knowledge database and Scopus were used as sources of information.

An atlas of susceptibility to pollution of 320 Spanish marinas is provided. Susceptibility is assessed through a simple, fast and low cost empirical method estimating the flushing capacity of marinas. The Complexity Tidal Range Index (CTRI) was selected among eleven empirical methods. The CTRI method was selected by means of statistical analyses because: it contributes to explain the system's variance; it is highly correlated to numerical model results; and, it is sensitive to marinas' location and typology. The process of implementation to the Spanish coast confirmed its usefulness, versatility and adaptability as a tool for the environmental management of marinas worldwide. The atlas of susceptibility, assessed through CTRI values, is an appropriate instrument to prioritize environmental and planning strategies at a regional scale.

RESUMEN: Este artículo presenta una exposición de las publicaciones contenidas en special issues publicados en revistas incluidas en el Índice de Citas de Ciencias Sociales (Social Science Citation Index [SSCI]) entre 2011 y 2013 para ofrecer una visión actualizada de la literatura sobre emprendimiento mediante una revisión sistemática que incluye 3 partes: recopilación, análisis y síntesis de datos. Específicamente, la muestra analizada está compuesta por 387 artículos publicados en 49 special issues en 23 revistas. Se presentan las características de las revistas y las diversas temáticas en emprendimiento que abordan actualmente; asimismo, se identifican 10 líneas principales de investigación, señalando tipologías, metodologías y consideraciones geográficas, además de una descripción de los principales temas abordados en cada una de ellas. Lo anterior permite al investigador reflexionar acerca del estado actual y de las oportunidades de investigación para contribuir al desarrollo de este campo. ABSTRACT: This article presents an exposition of the literature contained in special issues published in journals included in the Social Science Citation Index (SSCI) between 2011-2013, in order to provide a current view of the literature on entrepreneurship through a systematic review that includes 3 parts: Data collection, analysis, and synthesis of data. Specifically, the sample analyzed consists of 387 articles from 49 special issues in 23 journals. The characteristics of the journals and the diverse topics currently addressed in entrepreneurship are presented. Also, 10 main lines of research are identified, indicating their type, methodologies and geographical considerations, along with an overview oftheirmain themes. This allows the researcher to reflect on the current situation and the research opportunities for contributing to the development of this field.

An analysis of data from 443 Spanish hospitality firms highlighted four factors that encourage innovation. This original analytic model considered the joint effect on innovation of both internal and external factors but did not find that external factors—including government assistance programs—had a significant effect on hospitality innovation. The results confirmed a significant and positive relationship between hospitality innovation and four internal factors, namely, large firm size, membership in a business group (that is, a franchise, management contract, or membership association), willingness to change, and a sufficiently strong bureaucratic framework to manage and institutionalize any innovations.

RESUMENEste trabajo analiza los factores de índole tanto interna como externa que pueden ser determinantes en la decisión de emprender actividades innovadoras en las empresas hosteleras. Para llevar a cabo la contrastación empírica de las hipótesis propuestas se ha utilizado un modelo de regresión logística binaria. El estudio empírico utiliza una muestra de 443 empresas que forman parte de la Encuesta de Innovación Tecnológica de las Empresas 2000. Los resultados confirman que existe una relación significativa y positiva entre las empresas grandes, la pertenencia a un grupo de empresas, determinados aspectos organizativos y la decisión de emprender actividades innovadoras en la industria hostelera.ABSTRACTThis paper analyzes the determining factors of the innovation decision in the hospitality industry. To this end, we designed an original analytic model which considers the joint effect of both internal and external factors on the innovation decision in the hospitality industry. In order to test the proposed model, a binomial logistic regression was carried out. The empirical study is based on a sample of 443 Spanish firms, taken from the Technological Innovation Survey of Spanish firms 2000. Their results confirm a significant and positive relationship between the innovation decision in the hospitality industry and the factors of large firm size, belonging to a business group and certain organizational aspects.

The authors assess and measure the repercussions of the implementation and certification of an ISO 14001 environmental management system (EMS) on company organizational structure. They identify these e fects on Mintzberg's parameters of structural design by postulating a series of hypotheses. These hypotheses are then studied empirically among firms that have implemented the ISO 14001 EMS. With this empirical evidence, they conclude the key determinants of the intensity of organizational changes observed are EMS maturity, management involvement in the implementation process, and the prior existence of an ISO 9001 quality management system.

El objetivo de este trabajo es realizar una revisión de la literatura existente sobre gestión de calidad en el contexto del turismo, sintetizando y estructurando el conocimiento existente, como paso previo para detectar posibles líneas de investigación futuras. Nuestra revisión se centra principalmente en los estudios sobre sistemas de calidad desde una perspectiva de gestión, un enfoque que entendemos va a permitir identificar aspectos interesantes que no han sido suficientemente investigados en los estudios realizados hasta la fecha.

[ES] En este artículo se presenta una investigación dirigida a evaluar una asignatura de carácter transversal de la Universidad de Cantabria (España) cuyo objetivo es estimular la creatividad y la capacidad innovadora como paso previo al emprendimiento*. Se trata de una formación dirigida a todos los estudiantes del primer curso de Grado de la universidad y que hasta el momento se ha desarrollado durante dos cursos académicos (2010-11 y 2011-12). A partir de un estudio basado en entrevistas y un grupo focal, se analizan los principales resultados obtenidos en el proceso evaluador de la experiencia, recogiendo tanto el punto de vista del profesorado como del alumnado. La evaluación ha permitido conocer los puntos fuertes y débiles de esta propuesta formativa, organizándose la reflexión sobre la misma a partir de varios dilemas que surgen del análisis de los datos en torno a cinco categorías: elección de materias transversales, actividades y metodología docente, clima y participación en el aula, evaluación y mejoras. Este trabajo es el primer paso para el desarrollo de un plan de evaluación de las materias que sobre emprendimiento se están desarrollando en la Universidad de Cantabria, un plan orientado a establecer el estado de la cuestión de la formación para el emprendimiento en esta institución. Los resultados obtenidos muestran las potencialidades de este tipo de formación en todos los estudios universitarios y no únicamente en los estudios ligados a los campos económico y empresarial., [EN] This article shows a piece of research designed to assess a transversal course at the University of Cantabria (Spain). This course aims to stimulate creativity and innovation as a background to entrepreneurship. This is a course for all students in the first year of their degree and so far it has been developed over two academic years (2010-11 and 2011-12). The main results of the assessment process, which was carried out collecting both lecturers' and students' points of view, were obtained from a study based on interviews and a focus group. The assessment has enabled us to know the strengths and weaknesses of the training proposal. Furthermore, it has been useful to organize reflection on several dilemmas that arise from the analysis of data related to five categories: choice of transversal courses , activities and learning and teaching methods, classroom atmosphere and participation, assessment and improvement. This work is the first step towards a plan to evaluate courses related to entrepreneurship which are being developed at the University of Cantabria, that is to say, it is a plan to establish the status of the issue of training for entrepreneurship in this institution. The results show the potential of this type of training in the whole university and not only in studies related to the fields of economy and business.

RESUMEN. El propósito de este trabajo es realizar un análisis bibliométrico en el campo del management de operaciones, en concreto el tema que relaciona flexibilidad operativa y la performance empresarial, en el periodo 1981-2011. En el análisis se aplican tanto indicadores de actividad (cuantificación de autores, revistas o Ley de Lotka) como de relación (citas por autor y revista, co-citación entre autores y análisis de co-palabras) utilizando como fuente de datos el Social Sciences Citation Index de Web of Science. Los resultados proporcionados por los indicadores de actividad han puesto de manifiesto que se trata de un campo de estudio relativamente reciente, en el que se verifica el cumplimiento de la ley de Lotka, y en el que los autores y revistas más productivos no necesariamente coinciden con los más citados. El análisis de co-citas ha identificado los autores que constituyen el marco teórico consolidado de referencia. Por último, el análisis de co-palabras ha permitido identificar las temáticas de investigación que conforman el ámbito de estudio y su clasificación en ampliamente desarrolladas, periféricas especializadas, periféricas poco desarrolladas y emergentes, a las que se debe prestar atención para contribuir al desarrollo y consolidación del campo. ABSTRACT. The purpose of this paper is to present a bibliometric analysis in the field of operations management, specifically the issue that relates operational flexibility with business performance during the period 1981-2011. The analysis applies indicators concerning both activity (quantification of authors, journals or Lotka’s Law) and relationships (citations by author, journal co-citation between authors and co-word analysis) using the Web of Science’s Social Sciences Citation Index as a data source. The results provided by the activity indicators show that it is a relatively recent field of study, which verifies compliance with the Lotka’s Law, and where the most productive authors and journals do not necessarily coincide with the most cited ones. The co-citation analysis has identified authors of reference in the field. Finally, the co-word analysis has allowed the identification of the research topics comprising the area of study and classified into widely developed issues, specialized peripheral issues, peripheral underdeveloped issues, and emerging subject matters. These are the most relevant, in that they identify important current issues that are still poorly developed.

RESUMEN. Una de las cuestiones que las investigaciones sobre empresa familiar se esfuerzan en conocer es la influencia que tiene la familia en la empresa. Generalmente se estudia su efecto sobre las distintas prácticas empresariales. Sin embargo, cuando los investigadores valoren el rendimiento de estas organizaciones deben emplear indicadores que recojan el carácter familiar de estas firmas. Además, se deben tener en consideración las implicaciones derivadas del marco teórico empleado, como puede ser la teoría de la agencia, la de Recursos y capacidades u otras. Por ello, tras realizar una revisión del estado de la cuestión, se propone un indicador que recoja todas estas particularidades y sea útil para la medida del rendimiento en estas organizaciones. Finalmente, la escala elaborada se valida aplicándose sobre una muestra de empresas familiares. ABSTRACT. One of the issues that family business research strives to know is the influence of the family in the business practices. When researchers assess the performance of these organizations should use indicators to collect the family character of these firms. On the other hand, we must consider the implications of the theoretical framework employed, such as the agency theory or the resource based view. After a review of the state of affairs, this paper proposes an indicator that includes all these features and is useful for measuring performance in these organizations. Finally, the proposed scale is validated on a sample of family businesses.

RESUMEN. El objetivo del presente trabajo es estudiar los determinantes de la capacidad de innovación en las regiones españolas. Para ello se utiliza el modelo desarrollado por Furman, Porter y Stern (2002) aplicándolo a nivel regional, lo que permite comprobar si dicho modelo es pertinente para el estudio de los determinantes de la capacidad de innovación regional, configurándose así como un segundo objetivo del trabajo. Para alcanzar dichos objetivos se llevó a cabo un estudio econométrico basado en la metodología de datos de panel, con una estimación de efectos aleatorios, a partir de datos tomados del Instituto Nacional de Estadística (INE). Los resultados del estudio empírico ponen de manifiesto la importancia de la infraestructura común de la innovación y la calidad de los vínculos como principales factores determinantes de la capacidad de innovación regional. Por tanto, los resultados estadísticos sugieren que en el caso español, las dimensiones infraestructura común y calidad de los vínculos juegan un papel fundamental para el desarrollo de las capacidades de innovación de las regiones, mientras que la importancia de la actividad empresarial como motor de generación de innovaciones parece más limitada en el caso de las regiones españolas. ABSTRACT. The paper aims to study determinants for innovative capacity in the spanish regions. To achieve this objective, the model developed by Furman, Porter and Stern (2002) was applied at a regional level, making it possible to test whether or not this model is applicable at the regional level; this constitutes a second objective of this work. To achieve these goals, an econometric study based on panel data methodology was carried out, estimating random effects, based on data from the National Statistics Institute. Empirical results reveal the importance of common innovation infrastructure and the quality of linkages as principal determinants for regional innovative capacity. Therefore, statistical results suggest that for the Spanish case, the dimensions of common infrastructure and the quality of linkages play a fundamental role in developing capacities for innovation in the regions, while the importance of entrepreneurial activity as a motor for generating innovations seems to be more limited in Spanish regions.

El objetivo de este artículo es llevar a cabo una revisión de la literatura sobre calidad en el sector servicios en un esfuerzo por sintetizar y estructurar el conocimiento existente en este campo y plantear una serie de sugerencias sobre posibles futuras investigaciones en el mismo. Principalmente nos hemos centrado en los trabajos que estudian la calidad en los servicios desde la perspectiva del management, una aproximación que entendemos puede ayudarnos a identificar un conjunto de aspectos que consideramos que no han sido lo suficientemente tratados en los estudios realizados hasta la fecha. The objective of this paper is to carry out a review of the quality literature in the service sector in an effort to synthesize and structure existing knowledge and offer suggestions for future research in the field. We mainly focus our review on management studies, written in the context of quality management and having a broad quality management perspective, an approach that should help us to identify interesting aspects which we feel have not been sufficiently treated in the research carried out to date.