El efecto de los cambios tecnológicos en las políticas de recursos humanos. El caso del sector hotelero en Barcelona
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Crespi-Vallbona, M., & Noguer-Juncà, E. (2023). El efecto de los cambios tecnológicos en las políticas de recursos humanos. El caso del sector hotelero en Barcelona. Estudios Turísticos, (225), 35–50. https://doi.org/10.61520/et.2252023.5
Resumen
El contexto de las tecnologías digitales y la robotización tiene una fuerte influencia en la industria, especialmente en el entorno laboral. El sector de la hotelería implica necesariamente un contacto personal con los clientes. Por tanto, en los hoteles, el desarrollo digital representa una solución para mejorar los procesos operativos, pero supone una modificación de las políticas de captación y retención del talento. El objetivo de este artículo es analizar el impacto real de la transformación digital en las políticas de recursos humanos, particularmente en los departamentos de recepción, room service y housekeeping, centrado en los hoteles de categoría superior de Barcelona (hoteles de cuatro y cinco estrellas). Metodológicamente, se realiza una investigación cualitativa mediante entrevistas personales semiestructuradas a directores generales, gerentes de recursos humanos, jefes de recepción y housekeepers para verificar la adaptación efectiva de este sector hacia la digitalización y los cambios en las estrategias de recursos humanos
Detalles del artículo
Palabras clave:
hotelería, industria del alojamiento, robotización, transformación tecnológica, recursos humanos, era digital, Barcelona
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Citas
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Aguinis, H., & Solarino, A. M. (2019). Transparency and replicability in qualitative research: The case of interviews with elite informants. Strategic Management Journal, 40, 1291–1315. https://doi.org/10.1002/smj.3015.
Anastassova, L., & Purcell, K. (1995). Human resource management in the Bulgarian hotel industry: From command to empowerment. International Journal of Hospitality Management, 14(2), 171-85. https://doi.org/10.1016/0278-4319(95)00020-D
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Fulford, M. D., & Enz, C. A. (1995). The impact of empowerment on service employees. Journal of Managerial Issues, 7(2), 161-175.
Grandey, A. A., Fisk, G.M., Mattila, A.S., Jansen, K.J., & Sideman, L.A. (2005). Is “service with a smile” enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes, 96 (1), 38-55. https://doi.org/10.1016/j.obhdp.2004.08.002
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Beck, J. C. & Beck, M. N. (1990). The cultural buffer: Managing human resources in a Chinese factory. Research in Personnel and Human Resources Management, Supplement, 2, 89-107.
Bitner, M. J., Booms, B. H. & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84. https://doi.org/10.2307/1252174
Boella, M. J., & Goss-Turner, S. (2000). Human resource management in the hospitality industry (7th ed.). Routledge https://doi.org/10.4324/9780203095584
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Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. D. (2002). The customer orientation of service workers: Personality trait effects on selfand supervisor performance ratings.Journal of Marketing Research, 39(1), 110-19. https://doi.org/10.1509/jmkr.39.1.110.18928.
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Cho, J. & Kim, J. (2018)., Identifying factors reinforcing robotization: interactive forces of employment, working hour and wage. Sustainability, 10(2), 490. https://doi.org/10.3390/su10020490
Coff, R. W. (1997). Human assets and management dilemmas: Coping with hazards on the road to resource-based theory. Academy of Management Review, 22(2), 374-402. https://doi.org/10.2307/259327
Crystal, C. R. (2007). Revenue management performance drivers: An empirical analysis in the hotel industry [Doctoral dissertation]. Institute of Technology.
Denison, D. R. (1996). What is the difference between organizational culture and organizational climate? A native’s point of view on a decade of paradigm wars. Academy of Management Review, 21(3), 619-654. https://psycnet.apa.org/doi/10.2307/258997
Dolan, S.L., Valle, R., Jackson, S.E. & Schuler, R.S. (2007). La gestión de los recursos humanos: cómo atraer retener y desarrollar con éxito el capital humano en tiempos de transformación (3rd ed.). McGraw-Hill.
Elorduy, J.I. (1997). Estrategia de empresa y recursos humanos: Una visión dinámica de la empresa. McGraw-Hill.
Ferris, G. R., Arthur, M.M., Berkson, H. M., Kaplan, D. M., Harrell-Cook, G., & Frink, D. D. (1998). Toward a social context theory of the human resource management organization effectiveness relationship. Human Resource Management Review, 8(3), 235-264. https://doi.org/10.1016/S1053-4822(98)90004-3
Frey, C. B. & Osborne, M. (2017). The future of employment: How susceptible are jobs to computerization? Technological Forecasting and Social Change, 114, 254–280. https://doi.org/10.1016/j.techfore.2016.08.019
Fulford, M. D., & Enz, C. A. (1995). The impact of empowerment on service employees. Journal of Managerial Issues, 7(2), 161-175.
Grandey, A. A., Fisk, G.M., Mattila, A.S., Jansen, K.J., & Sideman, L.A. (2005). Is “service with a smile” enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes, 96 (1), 38-55. https://doi.org/10.1016/j.obhdp.2004.08.002
Gratton, L. (2010). The future of work. Business Strategy Review, 21(3), 16-23. https://doi.org/10.1111/j.1467-8616.2010.00678.x
Gronroos, C. (1990). Service marketing management, Lexington Books.
Johnsrud, L. & Rosser, V. (2002). Faculty Members’ Morale and Their Intention to Leave: A Multilevel Explanation. The Journal of Higher Education, 73(4), 518-542. https://doi.org/10.1080/00221546.2002.11777162
Guerrier, Y. & Lockwood, A. (1989). Core and peripheral employees in hotel operations. Personnel Review, 18(1), 9-15. https://doi.org/10.1108/00483488910133341
Hanks, P. (Ed.). (1989). The Collins Concise Dictionary Plus, Collins.
Head, J. & Lucas, R. (2004). Employee relations in the non-union hotel industry: A case of determined opportunism? Personnel Review, 33(6), 693-710. https://doi.org/10.1108/00483480410561565
Hepple, J., Kipps, M., & Thomson, J. (1990). The concept of hospitality and an evaluation of its applicability to the experience of hospital patients. International Journal of Hospitality Management, 9(4), 305-318. https://doi.org/10.1016/0278-4319(90)90038-Y
Hiemstra, S. J. (1990). Employment policies and practices in the lodging industry. International Journal of Hospitality Management, 9(3), 207-221. https://doi.org/10.1016/0278-4319(90)90016-Q
Hogan, J., Hogan, R., & Busch, C. (1984). How to measure service quality. Journal of Applied Psychology, 69(1), 167-173.
International Labor Organization. (2001). Human resources development, employment and globalization in the hotel, catering and tourism sector: Report for discussion at the tripartite meeting on the human resource development, employment and globalization in the hotel, catering and tourism sector. International Labor Organization.
Kasavana, M. L., & Brooks, R. M. (2009). Managing front office operations (8th ed). American Hotel & Lodging Educational Institute.
Kelliher, C., & Johnson, K. (1997). Personnel management in hotels—An update: A move to human resource management? Progress in Tourism and Hospitality Research, 3(4), 321-331. https://doi.org/10.1002/(SICI)1099-1603(199712)3:4 %3C321::AIDPTH109%3E3.0.CO;2-B
Kusluvan, S., Kusluvan, Z., Ilhan, I., & Buyruk, L. (2010). The human dimension: A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51(2), 171-214. 10.1177/1938965510362871
Lado, A. A., & Wilson. M.C. (1994). Human resource systems and sustained competitive advantage: A competency-based perspective. Academy of Management Journal, 19(4), 699-727. https://doi.org/10.2307/258742
Lankford, W., & Parsa, F. (1999). Outsourcing: a primer. Management Decision, 37, 310–316. http://dx.doi.org/10.1108/00251749910269357
Lee, W. J., Kwang, S. I., & Ko, Y. D. (2019). Optimal capacity and operation design of a robot logistics system for the hotel industry. Tourism management, 76, 1-10. https://doi.org/10.1016/j.tourman.2019.103971
Lee-Ross, D. (2000). Development of the service predisposition instrument. Journal of Managerial Psychology, 15(2), 148-157. https://doi.org/10.1108/02683940010310337
Leung D., Lee, H., Fong L.H.N., & Law R. (2013). “Assessing the Visibility of Hotels on Smartphones: A Case Study of Hotels in Hong Kong”, 841-854. In Z. Xiang., & I. Tussyadiah (Eds.), Information and Communication Technologies in Tourism. London: Springer.
Locke, E. A. (1969). What is job satisfaction?Organizational Behaviour and Human Performance, 4 (4), 309-336. https://psycnet.apa.org/doi/10.1016/0030-5073(69)90013-0
Lucas, R., Morinova, M. Kucerova, J. & Vetrokova, V. (2004). HRM practice in emerging economies: A long way to go in the Slovak hotel industry?International Journal of Human Resource Management, 15(7), 1262-1279. https://doi.org/10.1080/0958519042000238446
Mantovano, P. (2015). “Hay que romper el círculo vicioso que viven las camareras de piso”, 15-17. In Cañada, E. (Ed.), Las que limpian los hoteles. Barcelona: Icaria.
McGunningle, P. J., & Jameson, S.M. (2000). HRM in UK hotels: A focus on commitment. Employee Relations, 22(4), 403-422. https://doi.org/10.1108/01425450010340380
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