Individual and group learning at a hotel reception: a case study
DOI:
https://doi.org/10.25145/j.pasos.2013.11.028Keywords:
organisational learning, individual learning, workgroup learning, hospitality, organizational managementAbstract
Aprendizaje individual y en grupo en la recepción de un hotel. Un estudio de caso. Este estudio buscaba entender qué procesos impregnan el aprendizaje que se produce en los grupos que tienen como lugar de trabajo la recepción de un hotel. Esta investigación se clasifica como un estudio de caso en el que se utilizó una estrategia de recopilación de datos mediante entrevistas semiestructuradas con recepcionistas y asistentes de recepción, observación de los participantes y análisis documental. Los datos recogidos fueron analizados mediante un proceso interpretativo de análisis textual. Se encontró que el aprendizaje individual es informal en ese lugar de trabajo, permeado por la práctica. A nivel de grupo se encontró que algunas acciones se desarrollan a partir de procesos interactivos entre empleados del mismo grupo de trabajo, sin embargo estas acciones no se incorporan para que todos los miembros de la recepción sean considerados como aprendizaje grupal, lo que indica que se trata de un grupo de bajo aprendizaje.
Downloads
References
Andion, C. & Serva, M. A 2006 “A etnografia e os estudos organizacionais.” In C. K. Godoi, & R. Bandeira-De-Mello, & A. B. Silva (Eds.). Pesquisa qualitativa em estudos organizacionais: paradigmas, estratégias e métodos (pp. 147-179). São Paulo: Saraiva.
Antonello, C. S., & Godoy, A. S. 2009 “Uma agenda brasileira para os estudos em aprendizagem organizacional”, RAE, 49(3): 266-281.
Argyris, C. 1999 “On organizational learning”. 2. ed. UK: Blackwell Business.
Argyris, C., & Schön, D. A. 1996 “Organizational learning II: theory, method, and practice”, Reading: Addison- Wesley, USA.
Baker, A. C., Jensen, P. J., & Kolb, D. A. 2005 “Conversation as experiential learning”. Management Learning, 36(4): 411- 427.
Cannon, M. D., & Edmondson, A. C. 2001 “Confronting failure: antecedents and consequences of shared beliefs about failure in organizational work groups”. Journal of Organizational Behavior, 22(2): 161-177.
Castelli, G. 2005 “Hospitalidade: na perspectiva da hotelaria e da gastronomia”, São Paulo: Saraiva.
Cook, S. D. N., &Yanow, D. 1995 “Culture and organizational learning”. In M. D. Cohen, & L. S. Sproull (Eds.). Organizational learning (pp. 430-459), London: Sage Publications.
Crossan, M. M., Lane, H. W., & White, R. E. 1999. “An organizational learning framework: from intuition to institution”. Academy of Management Review, 24(3): 522-537.
Dixon, N. 1997 “The hallways of learning”. Organizational Dynamics, 25(4): 23-34.
Dixon, N. 1999 The organizational learning cycle. How can we learn collectively. 2nd ed. London: McGraw-Hill Book Company.
Dixon, N. 2001 “Aprendendo através das fronteiras organizacionais: um estudo de caso em museus Canadenses”, In M. Easterby-Smith, J. Burgoyne, & L. Araujo (Eds.). Aprendizagem organizacional e organização de aprendizagem. Desenvolvimento na teoria e na prática (pp. 148-164), São Paulo: Atlas.
Edmondson, A. 1996 “Group and organizational influences on team learning”. 255f. Tese de doutorado em Comportamento Organizacional, Massachusetts, EUA: Harvard University.
Edmondson, A. 1999 “Psychological safety and learning behavior in work teams”, Administrative Science Quarterly, 44(2): 350-383.
Edmondson, A. 2002 “The local and variegated nature of learning in organizations: a group-level perspective”. Organization Science,13(2): 128-146.
Edmondson, A. C., Bohmer, R., & Pisano, G. 2001 “Speeding up team learning”. Harvard Business Review, 79(9): 125-132.
Garvin, D., Edmondson, A. C., & Gino, F. 2008 “Is yours a learning organization?” Harvard Business Review, 86(3): 109-116.
Gil Flores, J. 1994 Análisis de dados cualitativos: aplicaciones a la investigación educativa, Barcelona: PPU – Promociones y Publicaciones Universitarias.
Ismail, A. 2004 Hospedagem: front office e governança, São Paulo: Pioneira Thomson Learning.
Kim, D. 1993. “The link between individual and organizational learning”. Sloan Management Review, 35(1): 37-50, Fall.
King, N. 2004 “Using templates in the thematic analysis of text”. In C. Cassell, & G. Symon, Essencial guide to qualitative methods in organizational research (pp.256-270), London: Sage Publications.
Kolb, D. A. 1984 Experiential learning: experience as the source of learning and development, New Jersey: Prentice Hall.
Kolb, D. A., Baker, A. C., & Jensen, P. J. 2002 “Learning and conversation”. In A. C. Baker, P. J. Jensen, & D. A. Kolb (Eds.). Conversational learning. An experiential approach to knowledge creation (pp. 1-13). Quorum Books: Westport.
Lyles, M. A., & Easterby-Smith, M. 2003 “Organizational learning and knowledge management: agenda for future research”. In M. Easterby-Smith, & M. Lyles (Eds.). The blackwell handbook of organizational learning and knowledge management (pp. 639-652), Oxford: Blackwell Publishing.
Macke, J. A. 2006 “Pesquisa ação como estratégia de pesquisa participativa”. In C. K. Godoi, R. Bandeira- De-Mello,& A. B. Silva (Eds.). Pesquisa qualitativa em estudos organizacionais: paradigmas, estratégias e métodos (pp. 207-239), São Paulo: Saraiva.
Pawlowsky, P. 2001 “The Treatment of Organizational Learning in Management Science”. In M. Dierkes, A. B. Antal, J. Child, & I. Nonaka (Eds.). Handbook of organizational learning and knowledge (pp. 61-88), New York: Oxford.
Rousseau, D. M., & House, R. J. 1994. “Meso organizational behavior: avoiding three fundamental biases”. Journal of Organizational Behavior, 1: 13-30.
Simon, H. A. 1991 “Bounded rationality and organizational learning”, Organization Science, 2(1): 125- 134.
Teixeira, R. M. 2006 “Gestão de pessoas em empresas turísticas de pequeno porte: o caso do setor hoteleiro”. Turismo em Análise, 17: 91-115.
Tesch, R. 2002 Qualitative research: analysis, type and software tools, New York: Falmer Press.
Torre, O. 2001 Administração hoteleira. Parte I – Departamentos, São Paulo: Rocca.
Downloads
How to Cite
Issue
Section
License
I confirm that the work is original (of my/our authorship), and that it will not be submitted to other journals or publications until the final resolution of the review process in PASOS, RTPC.
I authorize the publication of my work by PASOS, PSTN of free and open access in any of the formats that I deem appropriate, for an indefinite period of time and as a non-remunerated collaboration.
Likewise, the author(s) understands that the published work may be linked or deposited on any server or included in other publications (republication), provided that the new place and/or new edition references the original publication and acknowledges the authorship and copyright ownership of PASOS RTPC publications.
Authors understand that a plagiarism-self-plagiarism check will be performed, and the article may be removed at any time from the editorial flow.
