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
Palavras-chave:
EspañolResumo
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.
Referências
Al-Ababneh, M., Masadeh, M., Al-Shakhsheer, F. y Habiballah, M. (2018). The impact of internal service quality on job satisfaction in the hotel industry. Research in Hospitality Management, 8(1), 55-62. DOI: 10.1080/22243534.2018.1501182. Recuperado de: https://www.tandfonline.com/doi/abs/10.1080/22243534.2018.1501182
Andereck, K. L., y Nyaupane, G. P. (2011). Exploring the Nature of Tourism and Quality of Life Perceptions among Residents. Journal of Travel Research, 50(3), 248–260. https://doi.org/10.1177/0047287510362918
Asif Khan, M., Kashif-Ur-Rehman, Ijaz-Ur-Rehman, Safwan, N., y Ahmad, A. (2011). Modeling link between internal service quality in human resources management and employee’s retention: A case of Pakistani privatized and public sector banks. African Journal of Business Management, 5(3), 949–959. https://doi.org/10.5897/AJBM10.829
Asociación de Hoteles de la Riviera Maya. Barómetro de Capital Humano Primer Semestre 2015. Recuperado de: http://empleosenrivieramaya.com/assets/components/files/BAROMETRO%20DE%20CAPITAL%20HUMANO%20PRIMER%20SEMESTRE%202015.pdf.
Boshoff, Ch. y Mels, G. (1995). A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality. European Journal of Marketing, 29(2), 23-42. https://doi.org/10.1108/03090569510080932
Caruana, A., y Pitt, L. (2002). INTQUAL ‐ an internal measure of service quality and the link between service quality and business performance. European Journal of Marketing, 31(8), 604–616. https://doi.org/10.1108/03090569710176600
Chen, W.-J. (2013). Factors influencing internal service quality at international tourist hotel. International Journal of Hospitality Management, 35, 152-160.
Dahleez, K.A. (2015). Examining the relationship between internal service quality and customer service quality in academic institution in Gaza Strip. Researchgate, 23(2). Doi: 10.12816/0013459. Recuperado de: https://www.researchgate.net/publication/282356228_Examining_the_Relationship_between_Internal_Service_Quality_and_Customer_Service_Quality_in_Academic_Institutions_in_Gaza_Strip
Ehrhart, K. H., Witt, L. A., Schneider, B., y Perry, S. J. (2011). Service Employees Give as They Get: Internal Service as a Moderator of the Service Climate-Service Outcomes Link. Journal of Applied Psychology, 96(2), 423–431. https://doi.org/10.1037/a0022071
Fadil, H., Singh, K., y Joseph, C. (2016). The Influence of Organizational Innovation towards Internal Service Quality in MBKS. Procedia - Social and Behavioral Sciences, 224(August 2015), 317–324. https://doi.org/10.1016/j.sbspro.2016.05.491
Frost, F. y Kumar, M. (2001). Service quality between internal customer and internal suppliers in an international airline. International Journal of Quality & Reliability, Management, 18, 371-386. https://doi.org/10.1108/02656710110386996
Gobierno del estado de Quintana Roo (2017). Plan estatal de Desarrollo Quintana Roo 2016-2022. Recuperado de: http://www.quintanaroo.gob.mx/ped-2016-2022
González, A., y Macías, A. R. (2017). Impactos de los viajes de visita a familiares y amigos y su influencia en la calidad de vida de la población residente en Cozumel, México. In XI Congreso Internacional de la AMIT (pp. 1–19). Guadalajara: Academia Mexicana de Investigación Turística A.C.
Hallowell, R., Schlesinger, L. y Zornitsky, J. (1996). Internal service quality, customer and job satisfaction: Linkages and implications for managers. Human Resource Planning, 19, 20-31.
Heskett, J., Jones, T., Loveman, G., Sasser, W. y Schlesinger, L. (1994). Putting the service-profit chain to work. Harvard Business Review. March –April, 164-170.
Instituto Nacional de Estadística y Geografía. (2017) Anuario estadístico y geográfico de Quintana Roo, 2017. Recuperado de: https://www.datatur.sectur.gob.mx/ITxEF_Docs/QROO_ANUARIO_PDF.pdf
Jorgensen, T. D., Pornprasertmanit, S., Schoemann, A. M., & Rosseel, Y. (2019). semTools: Useful tools for structural equation modeling. R package version 0.5-2. Recuperado de https://CRAN.R-project.org/package=semTools
Jun, M. y Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management, 21(2), 205-223.
Khan, M.A., Rehman, K.U., Rehman, I.U., Safwan, N., & Ahmad, A. (2011). Modelling link between internal service quality in human resources management and employee’s retention: A case of Pakistani privatized and public sector Banks. African Journal of Business Management, 5(3), 949-959.
Larios, A., y González, A. (2017). Modelo teórico de la calidad del servicio interno en las empresas turísticas desde la perspectiva social sustentable. Revista Latinoamericana Turismologia, 3(1), 8–20.
Mendoza, M. y Leal, S. (2010). Turismo en Playa del Carmen-México. Impactos socioculturales en la Colonia Colosio. Estudios y perspectivas en Turismo, 19(5), 850-865. Recuperado de: http://www.redalyc.org/pdf/1807/180717609015.pdf
Naser, B., Esmaeil, Z., Masood, J., y Mahmood, S. (2013). The relationship between internal service quality and physical education faculty members’ job satisfaction in dist. 10 of Islamic Azad University, Iran. European Journal of Experimental Biology, 3(2), 379-382.
Pantouvakis, A. (2011). Internal service quality and job satisfaction synergies for performance improvement: Some evidence from a B2B environment. Journal of Targeting, Measurement and Analysis for Marketing, 19, 11-22.
Parasuraman, A., Zeithaml, V. A., y Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of Marketing, 58(January), 111–124. https://doi.org/10.2307/1252255
R Core Team. (2018). R: A language and environment for statistical computing. Vienna, Austria, Austria: R Foundation for Statistical Computing. Recuperado de https://www.r-project.org/
Requena, F. (2003). Social capital, satisfaction and quality of life in the workplace. Social Indicators Research, 61(3), 331–360. https://doi.org/10.1023/A:1021923520951
Revelle, W. (2018) psych: Procedures for Personality and Psychological Research, Northwestern University, Evanston, Illinois, USA, https://CRAN.R-project.org/package=psych Version = 1.8.12.
Rindskopf, D., y Rose, T. (1988). Some Theory and Applications of Confirmatory Second-Order Factor Analysis. Multivariate Behavioral Research, 23(1), 51–67. https://doi.org/10.1207/s15327906mbr2301_3
Robertos, J. (2011). Familias de migrantes y estructura laboral en Playa del Carmen. Ketzalcalli. 2, 3-23.
Rosseel, Y. (2012). lavaan: An R Package for Structural Equation Modeling. Journal Of Statistical Software, 48(2), 1–36. Recuperado de http://www.jstatsoft.org/v48/i02/
Sanchez, G. (2013). PLS Path Modeling with R. Berkeley: Trowchez Editions. Retrieved from http://www.gastonsanchez.com/PLS Path Modeling with R.pdf
Schneider, B., White, S. S., y Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83(2), 150–163. https://doi.org/10.1037/0021-9010.83.2.150
Sharma, P., Chuen Kong, T. T., y Kingshott, R. P. J. (2016). Internal Service Quality as a Driver of Employee SAtisfaction, commitment and performance - exploring the focal role of employee well-being. Journal of Service Management, 27(5), 773–797. https://doi.org/https://doi.org/10.1108/JOSM-10-2015-0294
Sharma, P., Chuen, T. y Kingshott, R. (2016). Internal service quality as a driver of employee satisfaction, commitment and performance – Exploring the focal role of employee well-being. Journal of Service Management, 27(5), 1-43.
Umamaheswari, J. (2014). Exploring internal service quality in a manufacturing organization-A study in Lucus TVS, Chennai. Procedia Economics and Finance, 11, 710-725.
Vada, S., Prentice, C., y Hsiao, A. (2019). The influence of tourism experience and well-being on place attachment. Journal of Retailing and Consumer Services, 47(December 2018), 322–330. https://doi.org/S0969698918310245
Wang, G. L. (2012). The influence of internal service quality on employee job satisfaction at Taiwan-listed international tourist hotels: Using organisational culture as the moderator. World Transactions on Engineering and Technology Education, 10(3), 174–183.
Woo, E., Uysal, M., y Sirgy, M. J. (2016). Tourism Impact and Stakeholders’ Quality of Life. Journal of Hospitality and Tourism Research, 42(2), 260–286. https://doi.org/10.1177/1096348016654971
Yu, C. P., Cole, S. T., y Chancellor, C. (2016). Assessing Community Quality of Life in the Context of Tourism Development. Applied Research in Quality of Life, 11(1), 147–162. https://doi.org/10.1007/s11482-014-9359-6
Downloads
Publicado
Versões
- 2022-07-04 (4)
- 2022-07-04 (3)
- 2022-07-04 (2)
- 2022-06-29 (1)
Edição
Seção
Licença
Autores que publicam nesta revista concordam com os seguintes termos:
- Os Autores mantém os direitos autorais e concedem à revista o direito de publicação simultaneamente disponibilizada de acordo com uma Licença Creative Commons 3.0 Brasil, permitindo o compartilhamento sem fins lucrativos de sua obra pelo seu uso/citação de modo referenciado (com reconhecimento da autoria e publicação nesta revista).
