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

Autores

  • Alfonso González Damián Universidad de Quintana Roo Unidad Académica Cozumel http://orcid.org/0000-0003-4396-0100
  • Aralí Larios Calderón Español

Palavras-chave:

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Resumo

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.

Biografia do Autor

Alfonso González Damián, Universidad de Quintana Roo Unidad Académica Cozumel

profesor investigador

Aralí Larios Calderón, Español

Doctora en Desarrollo Sostenible por la Universidad de Quintana Roo

Profesora investigadora en la Universidad Autónoma de Occidente, Mazatlán, México

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29/06/2022 — Atualizado em 04/07/2022

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