Volume de negócios na indústria hoteleira: a reciprocidade pode resolver o problema?
DOI:
https://doi.org/10.25145/j.pasos.2013.11.052Palavras-chave:
Recursos Humanos, Empresas, TurismoResumo
A perda de funcionários é um dos principais problemas da indústria do turismo, com muitos impactos negativos nas empresas. As práticas de gestão de recursos humanos, em particular o compromisso organizacional e a satisfação no trabalho, são muitas vezes indicadas como possíveis ferramentas para manter as taxas de rotatividade baixas. A reciprocidade pode ser uma ferramenta poderosa para gerir a relação de trabalho. Quando os funcionários percebem o comprometimento como um elemento chave, que pode exceder suas expectativas, os funcionários estarão mais dispostos a demonstrar maior comprometimento com sua organização. O principal objetivo deste trabalho teórico é mostrar como a reciprocidade pode fortalecer a relação de trabalho, o que aumenta a satisfação e o compromisso no trabalho e, assim, contribuir para diminuir as taxas de rotatividade
Downloads
Referências
Adams, J. S. 1963 “Toward an understanding of inequity”. Journal of Abnormal and Social Psychology, 67(5): 422-436.
Akerlof, G. 1982 “Labor Contracts as a Partial Gift Exchange”. Quarterly Journal of Economics, 97:(4) 543 -569.
Akerlof, G.; Yellen, J. 1990 “The fair Wage -effort Hypothesis and Unemployment”. Quarterly Journal of Economics, 105(2): 255 -283.
Antolik, C. 1993 “Increasing Discrimination Increases Turnover”. Hotel and Motel Management, 208(15): 20.
Aselage, J.; Eisenberger, R.. 2003 “Perceived organizational support and psychological contracts: A Theoretical integration”. Journal of Organizational Behavior, 24(5): 491 -509.
Bachmann, R. 1998 “Trust – Conceptual Aspects of a Complex Phenomenon”. In Lane, C., Bachmann, R. (Eds.), Trust Within and Between Organizations. Conceptual Issues and Empirical Applications. Oxford: Oxford University Press: 298 -322.
Bachmann, R. 2001 “Trust, Power and Control in Trans- -Organizational Relations”. Organizational Studies 22(2): 337 -365.
Bachmann, R. 2002 “The Role of Trust and Power in the Institutional Regulation of Territorial Business Systems”. In Brenner, T., Fornahl, D. (Eds.), The Influence of Co -operations, Networks and Institutions on Regional Innovation Systems. Cheltenham: Elgar: 58 -81.
Bai, B.; Brewer, K. P.; Sammons, G.; Swerdlow, S. 2006 “Job Satisfaction, Organizational Commitment, and Internal Service Quality. A Case Study of Las Vegas Hotel/Casino Industry”. Journal of Human Resources in Hospitality & Tourism, 5(2): 37 -54.
Beckert, J; Walsh, K. 1991 “Development Plans Replace Performance Reviews at Harvey Hotel”. Cornell Hotel and Restaurant Administration Quarterly, 32(3): 72 -80.
Bies, R. J.; Moag, J. S. 1986 “Interactional Justice: Communication Criteria for Fairness”. In Lewicki, R.J., Sheppard, B.H., Bazerman, M.H. (Eds.), Research on Negotiation in Organizations, Vol. 1. Greenwich: JAI Press: 43 -55.
Bilgin, N.; Demirer, H. 2012 “The examination of the relationship among organizational support, affective commitment and job satisfaction of hotel employees”. Procedia – Social and Behavioral Sciences, 51: 470 -473.
Blau, P. 1964 Exchange and Power in Social Life. New York: Wiley.
Blau, P. 1994 Structural Contexts of Opportunities. Chicago: University of Chicago Press.
Blomme, R. J.; van Rheede, A.; Tromp; D. M. 2010 “The use of the psychological contract to explain turnover intentions in the hospitality industry: a research study on the impact of gender on the turnover intentions of highly educated employees”. The International Journal of Human Resource Management, 21(1): 144 -162.
Bonn, M. A.; Forbringer, L. R. 1992 “Reducing turnover in the hospitality industry: an overview of recruitment, selection and retention”. International Journal of Hospitality Management, 11(1): 47 -63.
Borchgrevink, C. P.; Boster, F. J. 1997 “Leader -member exchange development: a hospitality antecedent investigation”. International Journal of Hospitality Management, 16(3): 241 -259.
Burt, R. S. 1992 Structural Holes. The social structure of competition. Cambridge: Harvard University Press.
Carbery, R.; Garavan, T. N.; O’Brien, F.; McDonnell, J. 2003 “Predicting hotel managers’ turnover cognitions”. Journal of Managerial Psychology, 18(7): 649 -679.
Carbone, J. H. 1997 “Loyalty: subversive doctrine?”. Academy of Management Executive, 11(3): 80 -86.
Cheng, A.; Brown, A. 1998 “HRM strategies and labour turnover in the hotel industry: A comparative study of Australia and Singapore”. The International Journal oh Human Resource Management, 9(1): 136 -154.
Chiang, C. F.; Back, K. J.; Canter, D. D. 2005 “The Impact of Employee Training on Job Satisfaction and Intention to Stay in the Hotel Industry”. Journal of Hospitality Marketing & Management, 4(2): 99 -118.
Cho, S.; Woods, R. H.; Jang, S.; Erdem, M. 2006 “Measuring the impact of human resource management practices on hospitality firms’ performances”. International Journal of Hospitality Management, 25(2): 262 -277.
Choi, Y.; Dickson, D. R. 2009 “A Case Study into the Benefits of Management Training Programs: Impacts on hotel Employee Turnover and Satisfaction Level”. Journal of Human Resources in Hospitality & Tourism, 9(1): 103 -116.
Christensen Hughes, J.; Rog, E. 2008 “Talent management: A strategy for improving employee recruitment, retention and engagement within hospitality organizations”. International Journal of Contemporary Hospitality Management, 20(7): 743 -757.
Coleman, J. S. 1988 “Social Capital in the Creation of Human Capital”. American Journal of Sociology, 94: S95 -S120.
Coleman J. S. 1990 Foundation of Social Theory. Cambridge: Harvard University Press.
Colquitt, J. A. 2001 “On the Dimensionality of Organizational Justice: A Construct Validation of a Measure”. The Journal of Applied Psychology, 86(3): 386-400.
Davidson, M.C.G.; Timo, N.; Wang Y. 2010 “How much does labour turnover cost? A case study of Australian four - and five -star hotels”. International Journal of Contemporary Hospitality Management, 22(4): 451 -466.
Deery, M. A.; Shaw, R. N. 1997 “An exploratory analysis of turnover culture in the hotel industry in Australia”. International Journal of Hospitality Management, 16(4): 375 -392.
Deery, M. A.; Shaw, R. N. 1999 “An Investigation of the Relationship between Employee Turnover and Organizational Culture”. Journal of Hospitality & Tourism Research, 23(4): 387 -400.
Denvir, A.; McMahon, F. 1992 “Labour turnover in London hotels and the cost effectiveness of preventative measures”. International Journal of Hospitality Management, 11(2): 143 -154.
Dipietro, R.B.; Condly, S.J. 2007 “Employee Turnover in the Hospitality Industry. An Analysis Based on the CANE Model of Motivation”. Journal of Human Resources in Hospitality & Tourism, 6(1): 1 -22.
Faldetta, G. 2011 “The Logic of Gift and Gratuitousness in Business Relationship”. Journal of Business Ethics, 100(1 Supplement):67 -77.
Fehr, E.; Kirchsteiger, G.; Riedl, A. 1993 “Does Fairness Prevent Market Clearing? An Experimental Investigation”. Quarterly Journal of Economics, 108(2): 437 -460.
Fulford, M.D. 2005 “That’s Not Fair!: The Test of a Model of Organizational Justice, Job Satisfaction, and Organizational Commitment, Among Hotel Employees”. Journal of Human Resources in Hospitality & Tourism, 4(1): 73 -84.
Gächter, S.; Falk A. 2002 “Reputation and Reciprocity: Consequences for the Labour Relation”. Scandinavian Journal of Economics, 104(1): 1 -27.
Gambetta, D. 1988 “Can we trust trust?”. In Gambetta D. (Ed.), Trust: Making and Breaking Cooperative Relations. Oxford: Basil Blackwell: 213–237.
Gouldner, A. 1960 “The Norm of Reciprocity: A Preliminary Statement”. American Sociological Review, 25(2): 161 -178.
Guerrier, Y.; Deery, M. 1998 “Research in the hospitality human resource management and organizational behaviour”. International Journal of Hospitality Management, 17(2): 145 -160.
Hemdi, M. A. 2009 “Investigating Hotel Employees’ Organizational Commitment: The Influence of Human Resource Management Practices and Perceived Organizational Support”. Journal of Tourism, Hospitality & Culinary Arts, 1(3): 1 -18.
Hemdi, M. A.; Nasurdin A. M. 2007 “Investigating the Influence of Organizational Justice on Hotel Employees’ Organizational Citizenship Behavior Intentions and Turnover Intentions”. Journal of Human Resources in Hospitality & Tourism, 7(1): 1 -23.
Hogan, J. J. 1992 “Turnover and what to do about it”. The Cornell Hotel and Restaurant Administration Quarterly, 33(1): 40 -45.
Ineson, E. M.; Berechet, G. 2011 “Employee Loyalty in Hotels: Romanian Experiences”. Journal of Human Resources in Hospitality & Tourism, 10(2): 129 -149.
Iverson, R. D.; Deery M. 1997 “Turnover culture in the hospitality industry”. Human Resource Management Journal, 7(4): 71 -82.
Johanson, M. M.; Cho S. H. 2007 “Organizational commitment and loyalty among part time hospitality employees”. FIU Hospitality and Tourism Review, 25(2): 40 -46.
Kazlauskaite, R.; Buciuniene, I.; Turauskas, L. 2006 “Building employee commitment in the hospitality industry”. Baltic Journal of Management, 1(3): 300 -314.
Kennedy, D. J.; Berger, F. 1994 “Newcomer Socialization: Oriented to Facts or Feelings?”. Cornell Hotel and Restaurant Administration Quarterly, 35(6): 58 -71.
Kim, K.; Jogaratnam, G. 2010 “Effects of Individual and Organizational Factors on Job Satisfaction and Intent to Stay in the Hotel and Restaurant Industry”. Journal of Hospitality Marketing & Management, 9(3): 318 -339.
Krakover, S. 2000 “Partitioning seasonal employment in the hospitality industry”. Tourism Management, 21(5): 461 -471.
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.
Laker, D. R.; Whitaker Shimko, B. 1990 “Controlling the Turnover Problem: The Use of the Realistic Job Preview “Experience”’. Journal of Hospitality & Tourism Research, 14(2): 57 -62.
Lam, T.; Lo, A.; Chan, J. 2002 “New Employees’ Turnover and Organizational Commitment in the Hong Kong Hotel Industry”. Journal of Hospitality & Tourism Research, 26(3): 217 -234.
Leana, C. R.; Van Buren, H. J. 1999 “Organizational social capital and employment practices”. Academy of Management Review, 24(3): 538 -555.
Lee, H. R.; Murmann S. K.; Murmann, K. F;. Kim, K. 2010 “Organizational Justice as a Mediator of the Relationships Between Leader -Member Exchange and Employees’ Turnover Intentions”. Journal of Hospitality Marketing & Management, 19(2): 97 -114.
Lee -Ross, D. 1993 “Two Styles of Manager, Two Styles of Worker”. International Journal of Contemporary Hospitality Management, 5(4): 20 -24.
Lewis, R. C. 1989 “Hospitality Marketing: The Internal Approach”. The Cornell Hotel and Restaurant Administration Quarterly, 30(3): 40 -45.
Liao, S.; Hu, D.; Chung, H. 2009 “The relationship between leader member relations, job satisfaction and organizational commitment in international tourist hotels in Taiwan”. The International Journal of Human Resource Management, 20(8): 1810- -1826.
Lorenz, E. H. 1988 “Neither Friends nor Strangers: Informal Networks of Subcontracting in French Industry”. In Gambetta D. (Ed.), Trust: Making and Breaking Cooperative Relations. Oxford: Basil Blackwell: 194 -210.
Lorenz, E. H. 1992 “Trust, community, and cooperation”. In Storper, M, Scott, A.J. (Eds.) Pathways to industrialization and regional development. London: Routledge: 195 -204.
Luhmann, N. 1979 Trust and Power. Chichester: Wiley.
Luhmann, N. 1988 “Familiarity, Confidence, Trust: Problems and Alternatives”. In Gambetta D. (Ed.), Trust: Making and Breaking Cooperative Relations. Oxford: Basil Blackwell: 94 -108.
Marsden, D. 1999 A theory of Employment System: Micro- -Foundations of Societal Diversity. Cambridge: Oxford University Press.
Maxwell, G.; Steele, G. 2003 “Organisational commitment: a study of managers in hotels”. International Journal of Contemporary Hospitality Management, 15(7): 362 -369.
Melé, D. 2001 “Loyalty in business: subversive doctrine or real need?”. Business Ethics Quarterly, 11(1): 11 -26.
Mercer, M.W. 1988 “Turnover: Reducing the Costs”. Personnel, 65(12): 36 -42.
Meyer, P.J.; Allen, J.N. 1991 “A three -component conceptualization of organizational commitment”. Human Resource Management Review 1(1): 61 -89.
Nadiri, H.; Tanova, C. 2010 “An investigation of the role of justice in turnover intentions, job satisfaction, and organizational citizenship behavior in hospitality industry”. International Journal of Hospitality Management, 29(1): 33 -41.
Pizam, A.; Thornburg, S.W. 2000 “Absenteeism and voluntary turnover in Central Florida hotels: a pilot study”. International Journal of Hospitality Management, 19(2): 211 -217.
Poulston, J. 2008 “Hospitality workplace problems and poor training: a close relationship”. International Journal of Contemporary Hospitality Management, 20(4): 412 -427.
Provenzano, C. 2007 “Opportunistic Bounded Rationality versus Social Absorptive Rationality in the institutional and relational structure of the employment relationship”. Sociologia del Lavoro, 105(1): 193 -205.
Reed, M. 2001 “Organization, Trust and Control: a Realist Analysis”. Organization Studies 22(2): 201- -228.
Rodgers, R. 2000 “Extraordinary flexibility as the product of a commitment -based employment relationship: the case of J -S Manufacturing”. In Proceedings: International Conference on Japanese Studies, Japan – Southeast Asia Relations. National University of Singapore.
Rousseau, D.M. 1995 Psychological contracts in organizations: Understanding written and unwritten agreements. Newbury Park: Sage.
Schneider, B.; Bowen, D.E. 1993 “The Service Organization: Human Resource Management is Crucial”. Organizational Dynamics, 21(4): 39 -52.
Simon, H.A. 1951 “A formal theory of the employment relationship”. Econometrica, 19(3): 293 -305.
Simon, H.A. 1991 “Organizations and Markets”. Journal of Economic Perspectives, 5(2): 25 -44.
Smith, K.; Gregory, S.R.; Cannon, D. 1996 “Becoming an employer of choice: assessing commitment in the hospitality workplace”. International Journal of Contemporary Hospitality Management, 8(6): 3 -9.
Stalcup, L.D.; Pearson, T.A. 2001 “A Model of the Causes of Management Turnover in Hotels”. Journal of Hospitality & Tourism Research, 25(1): 17 -30.
Thibaut, J.; Walker, L. 1975 Procedural justice: A psychological analysis. New York: Wiley, New York.
Tracey, J.B.; Hinkin, T.R. 2006 “The costs of employee turnover: when the devil is in the details”. Cornell Hospitality Report, 6(15): 4 -16.
Tracey, J.B.; Hinkin, T.R. 2008 “Contextual Factors and Cost Profiles Associated with Employee Turnover”. Cornell Hospitality Quarterly, 49(1): 12 -27.
Vallen, G.K. 1993 “Organizational Climate and Burnout”. Cornell Hotel and Restaurant Administration
Quarterly, 34(1): 54 -59. Walters, G.; Raybould, M. 2007 “Burnout and Perceived Organisational Support Among Front -Line Hospitality Employees”. Journal of Hospitality and Tourism Management, 14(2): 144 -156.
Wittek, R. 2002 “Norm Violations and Informal Control in Organizations. A Relational Signalling Perspective”. In Nooteboom, B., Six., F. (Eds.), The Trust Process in Organizations. Cheltenham: Elgar: 168 -194.
Woods, R.H.; Macaulay, J.F. 1989 “Rx for turnover: retention programmes that work”. Cornell Hotel and Restaurant Administration Quarterly, 30(1): 78 -90.
Worsfold, P. 1999 “HRM, performance, commitment and service quality in the hotel industry”. International Journal of Contemporary Hospitality Management, 11(7): 340 -348.
Wu, X.; Wang, C. 2008 “The Impact of Organizational justice on Employees’ Pay Satisfaction, Work Attitudes and Performance in Chinese Hotels”. Journal of Human Resources in Hospitality & Tourism, 7(2): 181 -195.
Zoghbi -Manriqe -de -Lara, P. 2010 “Do Unfair Procedures Predict Employees’ Ethical Behavior by Deactivating Formal Regulations?”. Journal of Business Ethics, 94(3): 411 -425.
Zucker, L. 1986 “Production of Trust: Institutional Sources of Economic Structure 1940 -1920”. Research in Organizational Behaviour, 8(1): 53 -111.
Downloads
Publicado
Como Citar
Edição
Seção
Licença
Confirmo que o trabalho é original (de minha/nossa autoria), e que não será submetido a outras revistas ou publicações até a resolução final do processo de revisão em PASOS, RTPC.
Autorizo a publicação do meu trabalho por PASOS, PSTN de acesso livre e aberto em qualquer dos formatos que considere oportuno, por tempo indeterminado e como colaboração não remunerada.
Da mesma forma, o(s) autor(es) entende(m) que o trabalho publicado pode ser vinculado ou depositado em qualquer servidor ou incluído em outras publicações (republicação), desde que o novo local e/ou a nova edição façam referência à publicação original e reconheçam a autoria e propriedade de direitos autorais das publicações PASOS RTPC.
Os autores entendem que uma verificação de plágio autoplágio será realizada, e o artigo poderá ser removido a qualquer momento do fluxo editorial.
