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This study aims to follow the Job Demands-Resources model to understand how: job resources (organisational health and organisational support) were related to work engagement through intrinsic motivation (personal resource); and intrinsic motivation was associated with job satisfaction through work engagement.

Data were collected from 504 workers (50% women and 50% men; M = 39.48 years old, SD = 11.98) at four- and five-star hotels from the Algarve, Portugal. Through structural equation modelling, using the maximum likelihood estimation method, nine research hypotheses were tested.

Results indicated that intrinsic motivation mediated the relationship between organisational health and work engagement. Work engagement mediated the association between intrinsic motivation and job satisfaction.

Hotel managers must promote a supportive work environment and demonstrate openness to receiving suggestions from employees. Employees should also be informed about their hotel’s business model and operation. At the task design level, challenging and stimulating tasks should be created and job rotation policies should be implemented to foster work motivation. Also, managers must recruit employees that present positive emotions, proactivity and stress and time management skills.

This study considered the role of organisational health as a job resource, a new concept in hospitality. The selected personal resource, intrinsic motivation, is different from positive psychological capital, the typical resource used in hospitality studies.

This study aims to adapt and validate the Job Crafting Scale (JCS), a measure based on the conceptualization of job crafting of the job demands–resources theory, for a sample of Portuguese workers and to test its psychometric properties regarding validity (factor, convergent, discriminant, and criterion) and reliability.

Two subsamples (n1 = 315 and n2 = 329) of Portuguese workers aged 18 years old and over participated in this research. Exploratory factor analysis and confirmatory factor analysis were used to assess the factor structure.

The results indicated that the Portuguese version of the JCS, with 18 items, has a factor structure composed of four-correlated factors. Furthermore, the results demonstrated the existence of factor, discriminant, and criterion validity, as well as reliability.

This study provides a job crafting measure adapted to the Portuguese language that can serve as a diagnostic tool for workers and organizations.

Este estudio tuvo como objetivo adaptar y validar la Job Crafting Scale (JCS), una medida basada en la conceptualización de job crafting de la Teoría de Demandas-Recursos, para una muestra de trabajadores portugueses y probar sus propiedades psicométricas en cuanto a validez (factor, convergente, discriminante y de criterio) y confiabilidad.

En esta investigación participaron dos submuestras (n1 = 315 y n2 = 329) de trabajadores portugueses de 18 años o más. Se utilizó un análisis factorial exploratorio y un análisis factorial confirmatorio para evaluar la estructura factorial.

Los resultados indicaron que la versión portuguesa del JCS, con 18 ítems, tiene una estructura factorial compuesta por cuatro factores correlacionados. Además, los resultados demostraron la existencia de validez factorial, discriminante y de criterio, así como confiabilidad.

Este estudio proporciona una medida de job crafting adaptada a la lengua portuguesa que puede servir como herramienta de diagnóstico para trabajadores y organizaciones.

Este estudo teve como objetivo adaptar e validar a Job Crafting Scale (JCS), uma medida baseada na conceptualização de job crafting da Teoria das Exigências-Recursos, numa amostra de trabalhadores portugueses e testar as suas propriedades psicométricas quanto à validade (fatorial, convergente, discriminante e de critério) e fiabilidade.

Duas subamostras (n1 = 315 e n2 = 329) compostas por trabalhadores portugueses com 18 ou mais anos foram recolhidas. Foram utilizadas uma análise fatorial exploratória e uma análise fatorial confirmatória para analisar a estrutura fatorial.

Os resultados obtidos indicaram que a versão portuguesa da JCS, composta por 18 itens, possui uma estrutura fatorial composta por quatro fatores correlacionados. Além disso, os resultados demonstraram a existência de validade fatorial, discriminante e de critério, bem como de fiabilidade.

Este estudo fornece uma medida de job crafting adaptada para a língua portuguesa que pode servir como ferramenta de diagnóstico para trabalhadores e organizações.

Frontline employees’ suggestions are relevant for employee-driven organisational change because their knowledge is partially constructed from direct contact with customers and indirectly with competitors. The employee’s personality is a paramount individual characteristic that can exert a major potential influence on the proposal and implementation of those suggestions. This study aims to discuss the impact of the personality dimensions in the Big Five model (i.e. extraversion, neuroticism, conscientiousness, agreeableness and openness to experience) on suggestions generated by frontline employees and implemented in their firms.

A questionnaire was prepared based on a review of the academic literature. The 5 presented hypotheses were tested with data from 167 frontline employees from hotels in Tenerife (Spain).

Results show the relevance of frontline employees’ three characteristics of personality regarding the employee-driven organisational change. Thus, their extraversion, neuroticism and lack of direction tend to be relevant drivers of the suggestion and implementation of change.

Frontline employees act as change agents in hospitality firms. Managers should develop recruitment processes that allow to select individuals prone to proposing innovative suggestions and creating a friendlier system for submitting and defending them.

Employee-driven organisational change becomes crucial for the survival and growth of hospitality firms. Relatively few studies have been conducted on the role of frontline employees as change facilitators in the sector. This study contributes to shedding light on this research gap from a personality approach and the study also provides practical implications to increase valid suggestions in the hospitality sector.

This paper is an editorial to JCHMSD's Volume 2 Issue 1. Its purpose is to introduce the selection of papers in the issue.

The paper discusses the increased focus of national and local authorities, as well as multilateral agencies, on historic cities in a search for a more sustainable process of urban development that integrates environmental, social and cultural concerns into the planning, design and implementation of urban management programmes and projects. The recent adoption of a new policy instrument by UNESCO, the 2011 Recommendation on the Historic Urban Landscape, is providing a set of general principles in support of sustainable urban heritage management and the paper further explains the first results of a field testing of the embedded Historic Urban Landscape approach in two different geo‐cultural regions of the world (i.e. Central Asia and East Africa). It points to fields of further research, which are linked to the papers selected for this issue.

The Historic Urban Landscape approach, as promoted in the new UNESCO Recommendation on the subject, facilitates a structuring and priority setting of the manifold needs and wishes in the broader urban development and heritage management process, thereby creating clarity and understanding in an often very complex process with competing demands.

The new UNESCO Recommendation was adopted on 10 November 2011 and this research paper is the first to expound on an implementation of the approach embedded therein, explaining its merits and potential.

This paper aims to contribute to the scientific and societal debates about the role of corporate social responsibility (CSR) and particularly on the resettlements’ processes as part of extractive multinational companies (MNCs)’s commitments where the host country is an emerging extractive economy.

It is an exploratory study based on the analysis of secondary data, few interviews and on-site observation and deals with the description of the assessment of VALE, SA resettlement processes and assumed CSR practices of VALE, SA, an MNC operating in the Moatize district, Tete province in Mozambique.

The MNC assumes resettlement processes to be part of the CSR arena and reveals that VALE, SA follows a reactive poor approach as to CSR. The weak institutional context in Mozambique is like others described in the literature. The empirical data together with the sense of an ethical responsibility approach associated with resettlement processes and the paradigm shift in aid for trade as to development supported by the MNC’s CSR leads to the conclusion that resettlement can be considered part of the CSR of a mining MNC.

The difficult access to key informants of the resettled communities, local government and little interest in interview participation by VALE, SA, showed a current lack of confidence and communication limitations by the company as to this issue.

The failure of VALE, SA and other mining companies to meet their resettlement responsibilities and the inability of government supervision, requires local and national, as well as social and scientific communication processes and debate on this issue to be maintained on an ongoing basis during the mining life cycle to guaranty accomplishments of CSR.

The controversy over whether mining MNCs will benefit Africa’s emerging economies as to their socio-economic development will continue until MNCs commit themselves and act to be economically, legally and ethically responsible for contributing to the sustainable development of the countries where they operate.

This paper contributes to the debate on whether CSR frames the resettlement process based on literature review and key stakeholder views.

This study to investigate several issues related to food choice and consumption patterns in different countries, including health-related factors; economic and availability aspects; emotional determinants; social, cultural and religious influences; marketing and advertising campaigns; and finally environmental concerns.

The present study was based on a questionnaire that was exclusively prepared for the project, and which was applied to collect data in different countries, in particular Croatia, Egypt, Italy, Greece and Portugal, which are typically associated with the Mediterranean diet (MD).

The results obtained allowed, in general, to conclude that in all five countries the motivations related to health as well as environment and politics were the more relevant to determine people’s eating habits (scores varying from 0.3 to 0.7). Women were more influenced by eating motivations than men, and people with moderate exercise were more susceptible to health and environmental motivations and less to emotional, social or marketing motivations (p < 0.001 in all cases). It was also observed that people who adopted a special diet were more prone to eating motivations and that the emotional motivations were more pronounced in people with eating disorders (p < 0.001). Finally, people without chronic diseases or allergies were even more influenced by health motivations than those who actually suffered from these health problems (p < 0.001 in both cases).

This work is important because of the multinational coverage, thus allowing to evaluate the most relevant factors that influenced the food choices of the populations around the Mediterranean Sea, sharing the common link to the MD. The study allowed concluding that, in general, the food choices were primarily determined by health factors and also by concerns related to the environment and sustainability as well as by political influences.

This study aims to determine the physicochemical and fatty acids composition of Serra da Estrela cheese (SEC), as well as health-related lipid indices, like the atherogenic and thrombogenic indices, and to evaluate the influence of producer, geographical origin and production date.

All 24 SEC produced between November 2017 and March 2018 were collected at selected certified producers and analyzed by NIR spectrophotometer and by GC. Data were statistically evaluated by chemometric tools.

In all evaluated SEC, 23 fatty acids were quantified. Cheese origin influenced nutritional and health-related lipid indices). The cheeses were characterized by a relative high abundance of saturated fatty acids (67-76%), followed by a medium content of monounsaturated fatty acids (17-25%) and by low level of polyunsaturated fatty acids (5-7%). A putative positive association between cheese consumption and healthy lipid indices could be reached.

The contents of some medium and long chain fatty acids as well as of nutritional and health indices were influenced by cheese producer, geographical origin and production date pointing out the need for standardizing production procedures.

The SEC plays a key role in the local economy, being an endogenous product with unique sensory characteristics and nutritional potential, for which the knowledge of the lipids profile and health indices is of utmost relevance.

SEC is an iconic Portuguese cheese with Protected Designation of Origin. Based on the results, like health-related lipid indices, evaluated for the first time, a positive association between cheese consumption and healthy lipid indices could be envisaged.

A healthy diet has been recognized as one of the most important factors associated with maintaining human health and helping in preventing the development of some chronic diseases. Therefore, this paper aims to study the perceptions of a sample of university people regarding a healthy diet.

It was undertaken a descriptive cross-sectional study on a non-probabilistic sample of 382 participants. The data were collected among a sample of Portuguese university people and measured whether people’s perceptions were compliant with a healthy diet.

The results revealed that the participants’ perceptions were, in general, compliant with a healthy diet (scores between 0.5 and 1.5, on a scale from −2 to +2). However, significant differences were found between age groups (p = 0.004), with a higher average score for young adults, and also between groups with different levels of education (p = 0.025), with a higher score for university degree. The variable chronic diseases also showed significant differences (p = 0.017), so that people who did not have any chronic diseases obtained a higher score.

This study is considered important because it provides evidences about the relation between nutrition knowledge and the perceptions towards a healthy diet. The study allowed concluding that the participants were aware about some nutritional aspects of their diets and, therefore, their perceptions were compliant with a healthy diet. This finding is very relevant because it could be a support for health policy initiatives directed at promoting healthy eating behaviours.

Thistle flower (Cynara cardunculus) aqueous extracts, as rich source of milk-clotting peptidases, have been widely used for cheeses marketed under the Registry of the Protected Designation of Origin, as it is the case of Serra da Estrela cheese, manufactured from raw ewes’ milk and without addition of any commercial starter culture. This paper aims at studying the influence of six different ecotypes of thistle flowers in cheese properties during the ripening and of final products.

Cheeses were produced with different thistle flower extracts and then the clotting time, weight and colour of cheeses, as well as texture properties and sensorial characteristics, were evaluated.

The clotting time varied from 47 to 66 min, and the weight loss along ripening varied between 32 and 40 per cent. There was some influence of thistle flower ecotype on the colour during ripening and in the final product. The results of texture analysis revealed significant differences between the thistle ecotypes: crust firmness varying from 2.4 to 5.6 N; inner firmness from 0.82 to 1.82 N; stickiness from −0.5 to −1.60 N; adhesiveness from −3.0 to −11.3 N.s; and Ecotype C was particularly distinguishable. Sensorial evaluation revealed differences among the cheeses, with Ecotype C receiving the highest score for global appreciation.

The usage of different extracts of thistle flower to produce Serra da Estrela cheese with different properties is a novelty, and it allows the possibility of manipulating this parameter in the future so as to produce cheeses with specific characteristics, addressed to different consumer targets.

This paper aims to investigate how service providers are using their channels to support the handling of customer complaints in a technology-based business network (Tb2N) environment. It aims to discuss the implications from existing misalignments between the service delivery debilities and the complexity of the Tb2N recovery process.

This study used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources for corroboration purposes, such as reports from customer complaints, semi-structured interviews, direct observation and official documents. Data were analysed to identify paths and relationships between constructs, to reduce data, to enable interpretation and to achieve valid and reliable results.

The case analysis revealed four types of Tb2N debilities: weaknesses in what concerns the channel migration to new technologies, automated physical and virtual barriers in accessing the firms’ common channel, non-automated barriers concerning the cross-training of employees and, finally, barriers concerning the service operations management.

To the best of the authors’ knowledge, this is the first attempt to characterize the service failure and recovery in a Tb2N context. Complaint management is an essential tool for managers, as failures in service delivery are inevitable and the recovery of such encounters encompasses significant challenges. For academics, this is the first effort to discuss a growing topic in the operations management literature. Further investigation is needed, and with this contribution, the authors expect to stimulate other researchers to provide their contribution.