La hospitalidad en la prestación del servicio turístico.Una revisión sobre sus planteamientos teóricos en la revista International Journal of Hospitality Management, 2004-2013
Hospitality in the provision of tourist service. A review of their theoretical approaches in the International Journal of Hospitality Management, 2004-2013
Palabras clave:
hospitalidad, turismo, anfitrión, huésped, teoríaResumen
Hoy en día, los intercambios llamados hospitalarios se han multiplicado a nivel mundial en gran medida por dos fenómenos globales: los movimientos sociales y migratorios y el turismo. En el estudio de estos comportamientos se reconocen como enfoques explicativos al filosófico y al comercial, siendo el segundo el que da cabida a los planteamientos teóricos que explican la hospitalidad en la prestación del servicio turístico. Con el objetivo de realizar un análisis sobre dichos planteamientos y profundizar en la explicación sobre la interacción anfitrión-huésped en la hospitalidad turística, en el presente artículo se presentan los resultados de una exhaustiva revisión de los artículos científicos del International Journal of Hospitality Managemen, llevada a cabo a través de un análisis de contenido. El análisis permitió caracterizar dos ejes de explicación teórica: los estudios micro-relacionales y los estudios meso-relacionales. La investigación revela, además, que el carácter comercial de esta relación ha modificado el sentido humano de la hospitalidad.
Citas
Adelman, M., Ahuvia, A., & Goodwin, C. (1994). "Beyond smiling: social support and service quality". En R. T. Rust, & R. L. Oliver, Service Quality: New Directions in Theory and Practice (págs. 139-171). CA: Sage Publications.
Arnett, D. B., Laverie, D. A., & Mclane, C. (2002). Using job satisfaction and pride as internal-marketing tools. Cornell Hotel and Restaurant Administration Quarterly 43 (2), 87-96.
Bacon, T. R., & Pugh, D. G. (2004). Ritz-Carlton and EMC: the gold standards in operational behavioral differentiation. Journal of Organizational Excellence (Spring), 61-76.
Ballantyne, Packer and Axelsen (2009). Trends in tourism research, Annals of Tourism Research, 36 (1) 149-152.
Barrick, M. R., & Mount, M. K. (1991). The big five personality dimensions and job performance: a meta-analysis. Personnel Psychology 44 (1), 1-26.
Becker, G. S. (1964). Human Capital. New York: National Bureau for Economic Research.
Benhabit, S., & Post, R. (2006). Another Cosmopolitanism. USA: Oxford University Press.
Benhardt, K. L., Donthu, N., & Kennett, P. A. (2000). A longitudinal analysis of satisfaction and profitability. Journal of Business Research 47, 161-171.
Bienstock, C. C., DeMoranville, C. W., & Smith, R. K. (2003). Organizational citizenship behavior and service quality. Journal of Services Marketing 17, 357-378.
Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing 54, 69-82.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical services encounters: the employee's view point. Journal of Marketing 58 (4), 95-106.
Black, C. R., Weinstein, E. A., & Tanur, J. M. (1980). Development of expectations of altruism versus self-interest. Journal of Social Psychology 11 (1), 105-112.
Bodarrori, G. (2004). Filosofía en tiempos de terror: diálogos con Jürgen Habermas y Jacques Derrida. Buenos Aires: Taurus.
Bowen, D. E., & Lawler, E. E. (1992). The empowerment of service workers: what, why, how, and when. Sloan Management Review 33 (3), 31-39.
Boxall, P., & Purcell, J. (2000). Strategic human resource management: where have we come from and where should we be going? International Journal of Management Reviews 2 (2), 183-203.
Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing 65 (3), 34-49.
Brotherton, B. (1999). Towards a definitive view of the nature of hospitality and hospitality management. International Journal of Contemporary Hospitality Management 11 (4), 165-173.
Brymer, R. A., Perrewe, P. L., & Johns, T. R. (1991). Managerial job stress in the hotel industry. International Journal of Hospitality Management 10 (1), 47-58.
Butcher, K. J., Sparks, B. A., & O'Callaghan, F. (2001). Evaluative and relational influences on service loyalty. International Journal of Service Industry Management 12 (4), 319-327.
Camargo, L. O. (2010). El paradigma de la hospitalidad como uma dádiva: la contribución possible para las ciencias aplicadas al turismo. Castilho Nechar, M. & Panosso netto, A.(Orgs.). Epistemologia del turismo. México, Trillas, 129-154.
Cameron, K., & Quinn, R. (1999). Diagnosing and Changing Organizational Culture. NJ: Prentice Hall.
Cheal, D. (1987). 'Showing them you love them': gift giving and the dialectic of intimacy. Sociological Review 35 (1), 150-169.
Czepiel, J. A. (1990). Service encounters and service relationships: implications for research. Journal of Business Research 20, 13-21.
Czepiel, J., Solomon, M., & Surprenant, C. (1985). The Service Encounter. Lexington: Lexington Books.
Davies, J. (2008). Company culture strategies can help improve retention. Hotel & Motel Management 223 (13), 8-14.
Davis, W. D., & Gardner, W. L. (2004). Perceptions of politics and organizational cynicism: an attributional and leader-member exchange perspective. The Leadership Quarterly 15 (4), 439-465.
Dienhart, J., Gregoire, M. B., Downey, R. G., & Knight, P. K. (1992). Service orientation of restaurant employees. International Journal of Hospitality Management 11 (4), 331-346.
Ekinci, Y. (2001). Tha validation of generic service quality dimensions: an alternative approach. Journal of Retailing and Consumer Service 8 (4), 313-324.
Ekinci, Y., Dawes, P. L., & Massey, G. R. (2008). An extended model of antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing 41 (2), 35-68.
Fisher, C. (2000). Mood and emotion while working: missing pieces of job satisfaction. Journal of Organizational Behavior 21 (2), 185-202.
Flamholtz, E. G., & Lacey, J. M. (1981). Personnel Management, Human Capital Theory, and Human Resource Accounting. Los Angeles: University of California.
Gee, M. V., & Nystrom, P. C. (1999). Strategic fit between skills training and levels of quality management: an empirical study of American manufacturing plants. Human Resource Planning 22, 12-23.
Greenhaus, J. H., & Beutell, N. J. (1985). Sources of conflict between work and family roles. Academy of Management Review 10, 76-88.
Gronroos, C. (1990). Service Management and Marketing. Massachusetts: Lexington Books.
Guiry, M. (1992). Consumer and employee roles in service encounters. Advances in Costumer Research 19 (1), 666-672.
Gutek, B. A., Bhappu, A. D., Liao-Troth, M. A., & Cherry, B. (1999). Distinguishing between service relationships and encounters. Journal of Applied Psychology 84 (2), 218-133.
Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: a meta analysis. Journal of Applied Psychology 87 (2), 268-279.
Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: an empirical investigation. Journal of Marketing 60 (4), 52-70.
Hemmington, N. (2007). From service to experience: understanding and defining the hospitality business. The Service Industries Journal 27 (6), 747-755.
Hepple, J., Kipps, M., & Thomson, J. (1990). The concept of hospitality and an evaluation of its applicability to the experience of hospital patients. International Journal of Hospitality Management 9 (4), 305-317.
Hofstede, G. (2001). Culture's consequences: Comparing Values, Behaviours, Institutions and Organizations across Nations. CA: Sage Publications.
Hornung, S., Rousseau, D. M., & Glaser, J. (2008). Creating flexible work arrangements through idiosyincratic deals. Journal of Applied Psychology 93, 655-664.
Hottola, P. (2004). Cultural confusion. Intercultural adaptation in tourism. Annals of Tourism Research 31 (2), 447-466.
Jones, P., & Jones, P. A. (1990). Stress are you serving it up to your restaurant patrons? The Cornell Hotel and Restaurant Administration Quarterly 31 (3), 38-43.
Kant, I. (2005). Sobre la paz perpetua. México: Alianza Editorial.
Karatepe, O., & Sokmen, A. (2006). The effects of work role and family role variables on psychological and behavioral outcomes of frontline employees. Tourism Management 27, 255-268.
King, C. (1995). Service quality assurance is different. Quality Progress 20 (9), 27-33.
King, C., & Garey, J. (1997). Relational quality in service encounters. International Journal of Hospitality Management 16 (1), 39-63.
Klein, S. (2002). Ethical Business Leadership: Balancing Theory and Practice. New York: Peter Lang.
Korstanje, M. E. (2010). Elemental Forms of Hospitality. Revista Brasileira de Pesquisa em Turismo, 4(2).
Korstanje, M. E. (2015). Las mil caras de la hospitalidad. Revista de Filosogia EIKASIA, pp 275-282.
Kossek, E. (2005). Work, Family, Health and Well-Being. Mahwah, NJ: Erlbaum Press.
Kossek, E., & Ozeki, C. (1998). Work-family conflict policies and the job-life satisfaction relationship: a review and directions for organizational behavior-human resources research. Journal of Applied Psychology 83, 139-149.
Koys, D. (2003). How the achievement of human-resources goals drives restaurant performance. Cornell Hotel and Restaurant Administration Quarterly 44 (1), 17-24.
Kuo, C. M. (2007). The importance of hotel employee service attitude and the satisfaction of international tourists. Service Industries Journal 27 (8), 1073-1085.
Lashley, C. (2007). Studying Hospitality: Beyond the Envelope. International Journal of Culture, Tourism and Hospitality Research 1 (3).
Lashley, C. (2008). Studying hospitality: insight fron social sciences. Scandinavian Journal of Hospitality and Tourism 8 (1), 69-84.
Lashley, C., & Morrison, A. (2000). In search of hospitality. Oxford: Routledge.
Lashley, C., Morrison, A., & Randall, S. (2005). More than a service encounter? Insights into the emotions of hospitality through special meal occasions. Journal of Hospitality and Tourism Management 12 (1), 80-92.
Law, J., Pearce, P. L., & Woods, B. A. (1995). Stress and coping in tourism attraction employees. Tourism Management 16 (4), 277-284.
Ledgerwood, C. E., Crotts, J. C., & Everett, A. M. (1998). Antecedents of employee burnout in the hotel industry. Progress in Tourism and Hospitality Research 4, 31-44.
Lee, Y. K., Park, D. H., & Yoo, D. (1999). The structural relationships between service orientation, mediators, and business performance in Korea hotel firms. Asia Pacific Journal of Tourism Research 4 (1), 59-70.
Levinas, E. (1977). Totalidad e Infinito. Salamanca: Ediciones Sígueme.
Liu, J. (2008). An empirical study on the relationship between service encounter, customer experience and repeat patronage intention in hotel industry. The 4th Wireless Communications, Networking and Mobile Computing Conference, (págs. 1-7).
Lockwood, A., & Jones, P. (2000). Managing hospitality operations. En C. Lashley, & A. (. Morrison, In Search of Hospitality: Theoretical Perspectives and Debates (págs. 157-175). Oxford: Butterworth-Heinemann.
Lockwood, D. (1958). The Blackcoated Worker. London: Allen and Unwin.
Lovelock, C., Wirtz, J., & Keh, H. T. (2005). Services Marketing in Asia. Singapore: Prentice-Hall.
MacCanell, D. (1999). The Tourist: A new theory of the leisure class. . Berkeley CA:: University of California Press.
Lynch, P., Molz, J. G., Mcintosh, A., Lugosi, P., & Lashley, C. (2011). Theorizing hospitality. Hospitality & Society, 1(1), 3-24.
Matzler, K., & Renzl, B. (2007). Assessing asymmetric effects in the formation of employee satisfaction. Tourism Management, 1093-1103.
Menzies, I. P. (1960). A case in the functioning of social systems as a defense against anxiety. Human Relations 13 (2), 95-131.
Ogata, S. (2000). Protecting people on the move. Address given to the Center for the Study of International Organization. New York.
Park, K.; Phillips, W. J.; Canter, D. & Abbott, J. (2011) Hospitality and tourism research rankings by author, university, and country using six major journals: the first decade of the new millennium. Journal of Hospitality and Tourism Research 35(3), 381-416.
Pavesic, D., & Brymer, R. A. (1990). Job satisfaction: What's happening to the young manager? The Cornell Hotel and Restaurant Administration Quarterly 30 (4), 90-96.
Picazo-Peral, Patricia y Moreno-Gil, Sergio (2013) Difusión de la Investigación Científica Iberoamericana en Turismo en Estudios y Perspectivas en Turismo Volumen 22, 828 – 853.
Pizam, A. (1999). Consumer behavior in travel and tourism. New York: Haworth Hospitality Press.
Pizam, A. (2009). What is the hospitality industry and how does it differ from the tourism and travel industries? International Journal of Hospitality Mangement, 183-184.
Post, J. E., Frederick, W. C., Lawrence, A. T., & Weber, J. (1996). Business and Society: Corporate Strategy, Public Policy, Ethics. Boston, MA: Irwin/McGraw-Hill.
Reisinger, Y., & Turner, L. (1997). Asian and western cultural differences: the new challenge for tourism marketplaces. The evolution of tourism: adapting to change. Lexington: Travel and Tourism Research Association.
Riley, M. (1996). Interpersonal communication; the constribution of dyadic analysis to the undertanding of tourism behaviour. Progress in Tourism and Hospitality Research 1 (2), 115-124.
Robinson, M. (1999). Tourism and cultural conflicts. Wallingford: CAB International.
Ross, G. F. (1995). Work stress and personality measures among hospitality industry employees. International Journal of Contemporary Hospitality Management 7 (6), 9-13.
Rusell, R. (2003). Tourists and refugees. Coinciding sociocultural impacts 30 (4). Annals of Tourism Research, 833-846.
Rust, R. T., & Oliver, R. L. (1993). Service Quality. Insights and Managerial Implication fron the Frontier. Sage Publications.
Schneider, B., & Bowen, D. E. (1993). The service organizations: human resources management is crucial. Organizational Dynamics 21 (4), 39-52.
Schneider, S., & Barsoux, J. (1997). Managing Across Cultures. Prentice-Hall Europe.
Severt, D. E.; Tesone, D. V.; Bottorff, T. J. & Carpenter, M. L. (2009) A world ranking of the top 100 hospitality and tourism programs, Journal of Hospitality and Tourism Research 33(4), 451-470
Sharpley, Richard (2011). The Study of Tourism: Past Trends and Future Directions. Contemporary Geographies of Leisure, Tourism and Mobility. Abingdon: Routledge,
Slattery, P. (2002). Finding the hospitality industry. Journal of Hospitality, Leisure, Sport and Tourism Education 1 (1), 19-28.
Surprenant, C. F., & Solomon, M. R. (1987). Predictability and personalization in the service encounter. Journal of Marketing 51, 73-80.
Telfer, E. (2000). The philosophy of hospitableness. En C. Lashley, & A. (. Morrison, Search of Hospitality.: Theoretical Perspectives and Debates. Oxford: Butterworth-Heinemann.
Tornow, W. W., & Wiley, J. W. (1991). Service quality and management practices: A look at employee attitude, customer satisfaction and bottom-line consequence. Human Resource Planning 14 (2), 105-115.
Vázquez Gómez, R. A. (2012). Dos vertientes de aproximación a la hospitalidad. Hospitalidad ESDAI 21, 35-51.
Xiao, H. & Smith, S. L. J. (2006) The making of tourism research: insights from a social sciences journal. Annals of Tourism Research 33(2), 490-507
Wainwright, D. (2002). A call to action. Vital Speeches of the Day 68, 788-791.
Wangenheim, F. W., Evanschitzky, H., & Wunderlich, M. (2007). Does the employee-customer satisfaction link hold for all employee groups? Journal of Business Research.
Ward, C., Bochner, S., & Furnham, A. (2001). The Psychology of Culture Shock. Hove: Routledge.
Weaver, P., Wilborn, L., McCleary, K., & Lekagul, A. (2003). Diversity training management initiatives in the lodging industry: an exploratory analysis of underlying dimensions. Journal of Hospitality & Tourism Research 27 (2), 237-253.
Winsted, K. F. (1999). Evaluating service encounters: a cross-cultural industry exploration. Journal of Marketing Theory and Practice 7 (2), 106-123.
Woods, R. (1989). More alike than different: the culture of the restaurant industry. Cornell Hotel and Restaurant Administration Quarterly 30 (2), 82-91.
Woods, R. (1989). More alike than different: the culture of the restaurant industry. Cornell Hotel and Restaurant Administration Quarterly 30 (2), 82-91.
Yeung, A. (2006). Setting people up for succes: How the Portman Ritz-Carlton hotel gets the best from its people. Human Resource Management 45 (2), 267-275.
Zohar, D. (1994). Analysis of job stress profile in the hotel industry. International Journal of Hospitality Management 13 (3), 219-231.
Publicado
Cómo citar
Número
Sección
Licencia
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.
RICIT está bajo una Licencia Creative Commons Atribución-NoComercial-CompartirIgual 4.0 Internacional.
