Calidade, orientación ao servizo dos empregados e ratio C/Eefecto das características dos hoteis

  1. García Garazo, Teresa
  2. Benito Torres, José Leandro
  3. Varela Neira, Concepción
Revista:
Revista galega de economía: Publicación Interdisciplinar da Facultade de Ciencias Económicas e Empresariais

ISSN: 1132-2799

Ano de publicación: 2011

Volume: 20

Número: 1

Páxinas: 213-228

Tipo: Artigo

DIALNET GOOGLE SCHOLAR lock_openDialnet editor

Outras publicacións en: Revista galega de economía: Publicación Interdisciplinar da Facultade de Ciencias Económicas e Empresariais

Resumo

La calidad de servicio de las empresas hoteleras constituye un elemento clave de su éxito, por lo que resulta de interés su conocimiento, así como en qué medida esta variable se asocia a diferentes características de las empresas. También tiene interés conocer el nivel de la orientación al servicio de los empleados de contacto con los clientes y la ratio �habitacio-nes/empleados�, ya que estas variables tienen potencial para incidir en la calidad de servicio percibida. Este trabajo propone medir este conjunto de variables en los hoteles gallegos e identificar en qué medida características como el número de estrellas, la localización y la afiliación a una cadena tienen capacidad para diferenciarlas significativamente.

Referencias bibliográficas

  • AGUILAR, T. (2001): El liderazgo y la calidad en el sector hotelero. Fundación FYDE/Caja Canarias.
  • ALÉN, M.E.; FRAIZ, J.A. (2006): "Evaluación de la relación existente entre la calidad de servicio, la satisfacción y las intenciones de comportamiento en el ámbito del turismo termal", Revista Europea de Dirección y Economía de la Empresa, 15 (3), pp. 171-184.
  • ANDERSON, J.C.; GERBING, D.W. (1988): "Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach", Psychological Bulletin, 3 (103), pp. 411-423.
  • BABAKUS, E.; YAVAS, U.; KARATEPE, O.M.; AVCI, T. (2003): "The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes", Journal of the Academy of Marketing Science, 3 (31), pp. 272-286.
  • BETTENCOURT, L.; BROWN, S. (2003): "Role Stressors and Customer-Oriented Boundary-Spanning Behaviors in Service Organizations", Journal of the Academy of Marketing Science, 4 (Fall), pp. 394-408.
  • BETTENCOURT, L.; MEUTER, M.; WINNER, K. (2001): "A Comparison of Attitude, Personality and Knowledge Predictors of Service-Oriented Organizational Citizenship Behaviors", Journal of Applied Psychology, 1 (86), pp. 29-41.
  • BITNER, M.J.; BOOMS, B.H.; TETREAULT, M.S. (1990): "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents", Journal of Marketing, 54 (January), pp. 71-84.
  • BITNER, M.J.; HUBERT, A.R. (1994): "Encounter Satisfaction Versus Overall Satisfaction Versus Quality: The Customer's Voice", en R. Rust y R. Oliver [ed.]: Service Quality: New Directions in Theory and Practice. Sage.
  • BOSHOFF, C.; ALLEN, J. (2000): "The Influence of Selected Antecedents on Frontline Staff's Perceptions of Service Recovery Performance", International Journal of Service Industry Management, 11 (1), pp. 63-90.
  • BOWEN, D.E.; SCHNEIDER, B. (1985): "Boundary-Spanning-Role Employees and the Service Encounter: Some Guidelines for Management and Research", en J.A. Czepiel, M.R. Solomon y C.F. Surprenant [ed.]: The Service Encounter. Lexington: Lexington Books.
  • BREITER, D.; BLOOMQUIST, P. (1998): "TQM in American Hotels", Cornell Hotel and Restaurant Administration Quarterly, 39 (1), pp. 26-33.
  • BROWN, J.R.; DEV, C.S. (1999): "Looking Beyond Rev-PAR", Cornell Hotel and Restaurant Administration Quarterly, 40 (2), pp. 23-33.
  • BRUNET, I.; ALARCÓN, A. (2007): "Calidad y recursos humanos del sector hotelero en Cataluña", Revista Internacional de Sociología, LXV (47), pp. 73-98.
  • CAMISÓN, C. (1996): "Total Quality Management in Hospitality: An Application of the EFQM Model", Tourism Management, 3 (17), pp. 191-201.
  • CAMISÓN, C.; ROCA, V. (1996): Los costes totales de la calidad: un estudio en la empresa hotelera. Madrid: Cívitas.
  • CASTRO, C.; ARMARIO, E.; RUIZ, D. (2004): "The Influence of Employee Organizational Citizenship Behaviour on Customer Loyalty", International Journal of Service Industry Management, 15 (1), pp. 27-53.
  • CLAVER, E.; TARÍ, J.J.; PEREIRA, J. (2006): "Does Quality Impact on Hotel Performance?", International Journal of Contemporary Hospitality Management, 18 (4), pp. 350-358.
  • CRONING, J.J.; TAYLOR, S.A. (1994): "SERVPERF Versus SERVQUAL: Reconciling, Performance-Based and Perceptions Minus Expectations Measurement of Service Quality", Journal of Marketing, 58, pp. 55-68.
  • CROSBY, L.A.; EVANS, K.R.; COWLES, D. (1990): "Relationship Quality in Service Selling: An Interpersonal Influence Perspective", Journal of Marketing, 54 (July), pp. 68-81.
  • DONAVAN, D.; BROWN, T.J.; MOWEN, J.C. (2004): "Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors", Journal of Marketing, 68 (January), pp. 128-146.
  • FALCES, C.; SIERRA, B.; BECERRA, A.; BRIÑOL, P. (1999): "HOTELQUAL: una escala para medir la calidad percibida en servicios de alojamiento", Estudios Turísticos, 39, pp. 95-110.
  • FERNÁNDEZ, Z.; SUÁREZ, I. (1996): "La estrategia de la empresa desde una perspective basada en los recursos", Revista Europea de Dirección y Economía de la Empresa, 5 (3), pp. 73-92.
  • GALLARZA, M.; GIL, I. (2006): "Value Dimensions, Perceived Value, Satisfaction and Loyalty: An Investigation of University Student's Travel Behaviour", Tourism Management, 27 (3), pp. 437-452.
  • HAIR, J.F.; ANDERSON, R.E.; TATHAM, R.L.; BLACK, W.C. (1999): Análisis multivariante. Madrid: Prentice-Hall.
  • HARTLINE, M.D.; FERRELL, O.C. (1993): Service Quality Implementation: The Effects of Organizational Socialization and Managerial Actions on Customer-Contact Employee Behaviors. (Technical Working Paper, 93-122). Marketing Science Institute.
  • HARTLINE, M.D.; FERRELL, O.C. (1996): "The Management of Customer-Contact Service Employees: An Empirical Investigation", Journal of Marketing, 60 (October), pp. 52-70.
  • HOGAN, J.; HOGAN, R.; BUSCH, C.M. (1984): "How to Measure Service Orientation", Journal of Applied Psychology, 69 (1), pp.167-173.
  • HURLEY, R.F. (1998): "Customer Service Behaviour in Retail Setting: A Study of the Effect of Service Provider Personality", Journal of the Academy of Marketing Sciences, 26 (2), pp. 115-227.
  • ISRAELI, A. (2002): "Star Rating and Corporate Affiliation: Their Influence on Room Price and Performance of Hotels in Israel", International Journal of Hospitality Management, 21 (4), pp. 405-424.
  • ISRAELI, A.; URIELY, N. (2000): "The Impact of Star Ratings and Corporate Affiliation on Hotel Room Prices", International Journal of Hospitality and Tourism Research, 2 (1), pp. 27-36.
  • KARATEPE, O.; OLUGBADE, O. (2009): "The Effects of Job and Personal Resources on Hotel Employee's Work Engagement", International Journal of Hospitality and Management, 28 (4), pp. 504-512.
  • KARATEPE, O.; UDULAGB, O.; MENEVIS, I.; HADZIMEHMEDAGIC, L.; ADDAR, L. (2006): "The Effects of Selected Individual Characteristics on Frontline Employee Performance and Job Satisfaction", Tourism Management, 27, pp. 547-560.
  • KELLEY, S.; HOFFMAN, D. (1997): "An Investigation of Positive Affect, Prosocial Behaviors and Service Quality", Journal of Retailing, 73 (Fall), pp. 407-427.
  • KIM, H.J. (2008): "Hotel Service Providers' Emotional Labor: The Antecedents and Effects on Burnout", International Journal of Hospitality Management, 21 (2), pp. 151-161.
  • KNUTSON, B.; STEVENS, P.; WULLAERT, C.; PATTON, M.; YOKOYAMA, F. (1990): "LODGSERV: A Service Quality Index for the Lodging Industry", Hospitality Research Journal, 14, pp. 277-284.
  • KUSLUVAN, S. (2003): "Employee Attitudes and Behaviors and their Roles for Tourism and Hospitality Businesses", en S. Kusvulan [ed.]: Managing Employee Attitudes and Behaviors in the Tourism and Hospitality, pp. 25-50. New York: Nova Science.
  • LEE, J.; MILLER, D. (1999): "People Matter: Commitment to Employees, Strategy and Performance in Korean Firms", Strategic Management Journal, 20 (6), pp. 579-593.
  • LÓPEZ, M.C.; SERRANO, A.M. (2002): "La influencia de la localización y la categoría en la calidad del servicio hotelero: un análisis en Cantabria", Papers, 31-32, pp. 138-159.
  • LÓPEZ, M.C.; SERRANO, A.M. (2004): "Is the Hotel Classification System a Good Indicator of Hotel Quality? An Application in Spain", Tourism Management, 25 (6), pp. 771-775.
  • LLORÉNS, S.; BAKKER, A.; SCHAUFELI, W.; SALANOVA, M. (2007): "Testing the Robustness of the Job Demands-Resources Model", International Journal of Stress Management, 13 (3), pp. 378-391.
  • MEMBRADO, J. (1996): "Modelo europeo de calidad total para empresas hoteleras", Estudios Turísticos, 136, pp. 7-29.
  • NADIRI, H.; TANOVA, C. (2010): "An Investigation of the Rol of Justice in Turnover Intentions, Job Satisfaction, and Organizational Citizenship Behavior in Hospitality Industry", International Journal of Hospitality Management, 29 (1), pp. 33-41.
  • NUNNALLY, J.C. (1978): Psycometric Theory. 2a ed. New York: McGraw Hill.
  • OLIVA, R.; STERMAN, J.D. (2001): "Cutting Corners and Working Overtime: Quality Erosion in the Service Industry", Management Science, 47 (7), pp. 894-914.
  • PARASURAMAN, A. (1987): "Customer-Oriented Corporate Cultures are Crucial to Services Marketing Sucess", Journal of Services Marketing, 1 (1), pp. 39-46.
  • PARASURAMAN, A.; ZEITHAML, V.A.; BERRY, L.L. (1988): "SERVQUAL: A Multiple-Item Scale for Measuring Consumers Perceptions of Service Quality", Journal of Retailing, 64 (Spring), pp. 12-40.
  • PETTIJOHN, C.; PETTIJOHN, L.; TAYLOR, A. (2002): "The Influence of Salesperson Skill, Motivation and Training on the Practice of Customer-Oriented Selling", Psychology and Marketing, 19, pp. 743-758.
  • RAUB, S. (2008): "Does Bureaucracy Kill Individual Initiative: The Impact of Structure on Organizational Citizenship Behavior in the Hospitality Industry", International Journal of Hospitality Management, 27, pp. 179-186.
  • SANTOMÁ, R.; COSTA, G. (2007): "Calidad de servicio en la industria hotelera: revisión de la literatura", Revista de Análisis Turístico, 3, pp. 27-44.
  • SCHWEPKER, C.H.; HARTLINE, M.D. (2005): "Managing the Ethical Climate of Customer-Contact Service Employees", Journal of Service Research, 7 (4), pp. 377-397.
  • SERRANO, A.; LÓPEZ, M.; GÓMEZ, R. (2007): "Gestión de la calidad y turismo: revisión e implicación para futuras investigaciones", Cuadernos de Turismo, 20, pp. 251-266.
  • SUN, L.; LAW, K. (2007): "High-Performance Human Resource Practices, Citizenship Behavior, and Organizational Performance: A Relational Perspective", Academy of Management Journal, 50, pp. 358-377.
  • TEAS, R.K. (1993): "Expectations, Performance, Evaluation and Consumers Perceptions of Quality", Journal of Marketing, 57, pp. 18-34.
  • TSAUR, S.H.; LIN, Y.C. (2004): "Promoting Service Quality in Tourist Hotels: The Role of HRM Practices and Service Behaviour", Tourism Management, 25, pp. 471-481.
  • VALDÉS, L.; DE LA BALLINA F.J. (2005): "La calidad en el turismo rural: el caso de las marcas de calidad regionales", Investigación y Marketing, 87 (junio), pp. 49-55.
  • VÁZQUEZ, R.; DÍAZ, A.; SANTOS, L. (2000): "Calidad de servicio y su influencia sobre la satisfacción: desarrollo de un enfoque fundamentado en el análisis conjunto para establecer estrategias de actuación entre empresas de servicio turístico", Revista Europea de Dirección y Economía de la Empresa, 9 (1), pp. 39-56.
  • WINSTED, K.J. (2000): "Service Behaviors the Lead to Satisfied Customers", European Journal of Marketing, 34 (3-4), pp. 399-417.
  • WU, W.; HSIAO, S.; TSAI, C. (2008): "Forecasting and Evaluating the Tourist Hotel Industry Performance in Taiwan Based on Grey Theory", Tourism and Hospitality Research, 8, pp. 137-152.
  • YOON, M.H.; SUH, J. (2003): "Organizational Citizenship Behaviors and Service Quality as External Effectiveness of Contact Employees", Journal of Business Research, 56, pp. 597-611.
Fonte de datos: Dialnet