Medición multidimensional de la calidad del servicio interno en la empresa hotelera y exploración de sus variables antecedentes:
Estudio del caso de la fuerza laboral de Playa del Carmen, México
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O tema central do artigo, a qualidade do serviço interno é relevante para as empresas modernas, especialmente hotelaria, turismo e todas as empresas de serviços, pois está relacionada à produtividade e competitividade, bem como à satisfação e desempenho no trabalho. Dois objetivos foram propostos para este artigo, o central foi a validação de um modelo e instrumento para medir a qualidade do serviço interno e como objetivo secundário, explorar os efeitos da qualidade de vida, idade, renda e tipo de contrato. a força de trabalho no atendimento interno das empresas hoteleiras em um destino de sol e praia. Como resultado e contribuição mais importante, foi possível validar o modelo e instrumento por meio da análise fatorial confirmatória, em quatro dimensões: a qualidade do atendimento pessoal, interpessoal, departamental e organizacional. Constatou-se também que, no caso da força de trabalho do hotel em Playa del Carmen, Quintana Roo, México, a qualidade de vida subjetiva tem influência direta e positiva na qualidade do serviço interno e que esse efeito é moderado pela idade. salário e o tipo de contrato da força de trabalho. São apresentados os resultados, conclusões e futuras linhas de pesquisa.
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