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
Keywords:
Calidad del servicio interno, calidad de vida, fuerza de trabajo hotelera, Playa del CarmenAbstract
El tema central del artículo, la calidad del servicio interno es relevante para las empresas modernas, especialmente las hoteleras, turísticas y toda empresa de servicios, pues se relaciona tanto con la productividad y la competitividad como con la satisfacción laboral y el desempeño. Se plantearon dos objetivos para el presente artículo, el central fue la validación de un modelo e instrumento para medir la calidad del servicio interno y como objetivo secundario, explorar los efectos de la calidad de vida, la edad, el ingreso y el tipo de contratación de la fuerza laboral en el servicio interno de las empresas hoteleras de un destino de sol y playa. Como resultado y aportación más importante se consiguió validar el modelo e instrumento mediante análisis factorial confirmatorio, en cuatro dimensiones: la calidad del servicio personal, interpersonal, departamental y organizacional. Se encontró también que, para el caso de la fuerza de trabajo hotelera de Playa del Carmen, Quintana Roo, México, la calidad de vida subjetiva influye de manera directa y positiva en la calidad del servicio interno y que este efecto es moderado por la edad, el salario y el tipo de contrato de la fuerza laboral. Se presentan los resultados, conclusiones y futuras líneas de investigación.
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