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O papel dos recursos humanos no marketing de serviços : uma avaliação no sector do turismo
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| Resumo, Índice, Introdução | 502.57 KB | Adobe PDF | ||
| Documento Principal | 3.45 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
Vivemos em tempos de grande competitividade entre as organizações, tanto a nível internacional como localmente. As pessoas são o recurso mais importante de qualquer organização, principalmente em organizações direcionadas para a indústria dos serviços, onde são elas as responsáveis pelo sucesso da interação entre a organização e o cliente.
Assim, devem ser vistas como parceiros, de forma a atingir os objetivos estratégicos das organizações. Estas, através das várias práticas de Recursos Humanos - RH têm que escolher o colaborador com o perfil mais adequado para cada função, dar formação e procurar desenvolver competências, motivar diariamente e avaliar o desempenho dos seus colaboradores.
O turismo é uma indústria de serviços por excelência onde a qualidade de serviço deve ser a ambição diária de todos. Esta é uma das áreas com maior potencial ao nível do desenvolvimento económico do Arquipélago dos Açores. Apesar de muitos esforços, ainda há muito a fazer no que diz respeito ao acolhimento e tratamento daqueles que nos visitam. Uma das falhas é na Gestão de Recursos Humanos - GRH, visto que a forma como os colaboradores são tratados nas organizações dita a qualidade de serviço oferecida aos clientes. Mais do que limitar-se a servir bem, as organizações devem perseguir a excelência de serviço e procurar exceder as expectativas dos clientes todos os dias.
Este trabalho teve como base um estudo realizado em Taiwan, onde foi executado um inquérito tanto aos visitantes como aos colaboradores de unidades hoteleiras, realizando-se a mesma prática em São Miguel, para perceber qual a relação entre as práticas de RH e a satisfação dos clientes.
ABSTRACT: We live in times of high level of competition among organizations, both internationally and locally. People are the most important resource of any organization, especially in organizations in the service industry, where they are responsible for the success of the interaction between the organization and the customer. Thus, should be seen as partners in order to achieve the strategic goals of the organizations. These organizations, through the various Human Resources – HR practices have to choose the employee with the most suitable profile for each function, provide training and seek to develop skills, motivate and evaluate the daily performance of their employees. Tourism is a service industry par excellence where quality of service should be the daily ambition. This is one of the areas with the highest economic development potential of the Azores Archipelago. Despite many efforts, there is still much to do regarding the reception and treatment of those who visit us. One of the flaws in Human Resources Management - HRM because how employees are treated in organizations dictates the quality of service offered to customers. Apart from serving well, organizations must pursue service excellence and seek to exceed customer expectations every day. This work was based on a study conducted in Taiwan where a survey was implemented to both visitors and employees of the hotels. The same method was applied in the island of São Miguel to understand the relationship of HR practices and customer satisfaction.
ABSTRACT: We live in times of high level of competition among organizations, both internationally and locally. People are the most important resource of any organization, especially in organizations in the service industry, where they are responsible for the success of the interaction between the organization and the customer. Thus, should be seen as partners in order to achieve the strategic goals of the organizations. These organizations, through the various Human Resources – HR practices have to choose the employee with the most suitable profile for each function, provide training and seek to develop skills, motivate and evaluate the daily performance of their employees. Tourism is a service industry par excellence where quality of service should be the daily ambition. This is one of the areas with the highest economic development potential of the Azores Archipelago. Despite many efforts, there is still much to do regarding the reception and treatment of those who visit us. One of the flaws in Human Resources Management - HRM because how employees are treated in organizations dictates the quality of service offered to customers. Apart from serving well, organizations must pursue service excellence and seek to exceed customer expectations every day. This work was based on a study conducted in Taiwan where a survey was implemented to both visitors and employees of the hotels. The same method was applied in the island of São Miguel to understand the relationship of HR practices and customer satisfaction.
Description
Dissertação de Mestrado, Ciências Económicas e Empresariais, 12 de Fevereiro de 2015, Universidade dos Açores.
Keywords
Marketing de Serviços Recursos Humanos Turismo Human Resources Service Marketing Tourism
Pedagogical Context
Citation
Moniz, Eugénia Isabel. "O papel dos recursos humanos no marketing de serviços: uma avaliação no sector do turismo". 2015. 104 p.. (Dissertação de Mestrado em Ciências Económicas e Empresariais). Ponta Delgada: Universidade dos Açores, 2014. [Consult. Dia Mês Ano]. Disponível em www:<http://hdl.handle.net/10400.3/3947>.