Employee involvement in hotel total quality management

• Authors: Ana Virginia del Carmen Maldonado Alcudia , Cesar Miguel Maldonado Alcudia , Minerva Candelaria Maldonado Alcudia
• Languages of publication: EN

Abstracts

EN

The paper focuses on the analysis of the employees’ behaviour, specifically in their involvement and commitment in hotel service after the implementation of a quality management system. When organization fails to involve the employees in a meaningful way, two types of workers could be identified; employees with high efficiency and employees with resistance to change. In this qualitative study, it was observed that if an employee doesn’t feel a sense of accomplishment, even when he constantly receives training courses, has incentives or sanctions, it is going to be difficult to get his involvement and commitment with the organization goals. This situation happens because the hotel quality management system is supported by an isomorphism with standardized rules that proceeded or originate from a different context and, in that system the features of the company and workers were not considered. The case study war carried out in a touristic destiny of sun-beach tourism in Mexico. Questionnaires and semi-structured interviews were prepared to elicit the employees’ participation in decision-making process, the employees’ involvement and commitment to achieve organization’s quality objectives, the employees’ efficiency in production processes and service, and the socialization. As already stated earlier, the intention of this paper is to develop an understanding of the actual practices that guide the relationships of human resources, when quality is joined as a contingent element.

Keywords

EN

Human Resources; Behaviour; Quality; Hotel Service

• Publisher: Sciendo
• Journal: Journal of Intercultural Management
• Year: 2015
• Volume: 7
• Issue: 4
• Pages: 55-67

Dates

published

2015-12-01

online

2016-05-31

Contributors

author

Ana Virginia del Carmen Maldonado Alcudia

• Universidad de Occidente, campus Mazatlán, Sinaloa, México

author

Cesar Miguel Maldonado Alcudia

• Universidad Autónoma de Querétaro.México

author

Minerva Candelaria Maldonado Alcudia

• Universidad Autónoma de Querétaro.México

References

• Bendor J, Moe T. & Shotts K., (2001) “Recycling the Garbage Can,” American Political Science Review.
• Del Castillo, Arturo (1996) El nuevo institucionalismo en el análisis organizacional: conceptos y enunciados explicativos. Documento de trabajo Núm. 44 CIDE División de Administración Pública.
• Gamez, Rosalinda (2007) Comunicación y Cultura Organizacional en Empresas Chinas y Japonesas, http://www.eumed.net/libros/2007a/221/2v.htm, recuperado el 5 de febrero de 2007.
• Maldonado, Ana (2007) Implicaciones socio-funcionales de la gestión de la calidad en el sector hotelero a nivel de los grupos de trabajo. Tesis, Universidad Autónoma Metropolitana Iztapalapa.
• Meyer, John W. Y Brian Rowen (1999) “Organizaciones institucionalizadas: la estructura formal como mito y ceremonia”, Powell, Walter W. y Paúl J. DiMaggio (comps.), El nuevo Institucionalismo en el análisis organizacional, Fondo de Cultura Económica, México.
• Molina, Sergio (1994) Modernización de empresas turísticas. Edit. CIENTUR, México.
• Moreno, Maria Y Fernando Peris, Tomas González (2001) Gestión de la calidad y diseño de organizaciones. Teoría y estudio de casos, Prentice Hall. México.
• Olsen, Johan (2001) “Garbage cans, new institutionalism, and the study of politics”. In The American Political Science Review. Vol. 95 no. 1.
• Powell, Walter Y Paul Dimaggio (2001) El nuevo institucionalismo en el análisis organizacional. Edit. Fondo de Cultura Económica, México.
• Reeves, Carol, Bednar, David (1994) “Defining Quality”. The Academy of Management Review, Vol. 19, No. 3 special issue: “total quality” (Jul., 1994), 419-445
• Velarde, Mónica (2003) Modo de organización y estrategias de calidad en los servicios. El caso de una organización hotelera. Tesis, Universidad Autónoma Metropolitana Iztapalapa.
• Zucker, Lynne (1982) “Institutional theories of organization”, Annual review of sociology, Vol 13, 443-464[Crossref]

Identifiers

DOI

10.1515/joim-2015-0030