Satisfacción laboral y el malestar en el trabajo de los guías turísticos. Una aproximación a perspectivas de mejora

Eduardo Gismera Tierno; Sheila Liberal Ormaechea; Cristina Paredes Serrano

doi:10.31637/epsir-2025-1622

Authors

Eduardo Gismera Tierno Comillas Pontifical University https://orcid.org/0000-0003-2038-5457
Sheila Liberal Ormaechea Francisco de Vitoria University https://orcid.org/0000-0003-0449-3204
Cristina Paredes Serrano Complutense University of Madrid https://orcid.org/0009-0003-1506-893X

DOI:

https://doi.org/10.31637/epsir-2025-1622

Keywords:

Job satisfaction, Tourist guides, Tourist companies, Discomfort at work, Business organizations, Welfare, Emotional state, Spain

Abstract

Introduction: Business organizations in the tourism sector offer a service that claims to be of high quality as long as it constitutes a fundamental piece of the Spanish economy. Objectives: This study pays attention to the guide-tourist relationship and empirically explores the degree of professional satisfaction of the guides in their work with their personal will to establish a quality professional relationship with tourists and the consequent effect on the quality of their mission. Methodology: The data have been collected at various points in the Community of Madrid in the months of May and June 2023. Next, an analytical case study has been carried out, dividing the questions asked according to subject groups in order to highlight the answers in a more enlightened way for the present study. Results: The work that is presented provides the academic literature and the tourism sector, so important in Spain, with new knowledge and empirical evidence on a possible future approach and, why not in the present, of work in tourism companies. Conclusion: The main conclusion is the necessary inclusion of the analysis of the degree of professional satisfaction as a key indicator for better management and efficiency in the Spanish tourism sector. The results should be a useful source of information for professionals looking to implement better human management systems in these organizations.

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Author Biographies

Eduardo Gismera Tierno, Comillas Pontifical University

Assistant collaborator at Comillas Pontifical University, specialized in people management, strategic communication and leadership. With more than 20 years of experience in business management, he has worked in multinationals and consulting firms. With a PhD in Business Competitiveness and Innovation, and a degree in Law, he has been director of human resources and corporate social responsibility. He currently teaches courses on people management and leadership, and has published in the areas of financial ethics, sustainability and human resources. He is a lecturer and writer with several published novels.

Sheila Liberal Ormaechea, Francisco de Vitoria University

Degree in Advertising and Public Relations from the University of Navarra and PhD in Advertising from the Complutense University of Madrid. Her areas of specialization are the study of the structure of the advertising system as well as research on consumer behavior. She has several publications, both in scientific journals and specialized manuals, on teaching-learning methodologies and teaching innovation. She is the author of several papers and articles on the luxury sector, new consumer phenomena and consumer perception of products and brands in this sector. She is currently Professor and Vice-Dean of Research in the Faculty of Communication at the Francisco de Vitoria University.

Cristina Paredes Serrano, Complutense University of Madrid

D. from the Universidad Complutense de Madrid with the thesis Concurso y liquidación de sociedad mercantiles. She currently teaches at the Faculty of Economics and Business Administration. She is a professor in the Department of Commercial, Financial and Tax Law. She has published numerous articles in indexed journals and has participated in national and international conferences on communication, leadership and management. With a solid experience in academic training, she has guided numerous students in their master's theses and doctoral dissertations.

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