Employees’ conflict management in the hospitality industry. An empirical study on the importance of sociodemographic variables

João Pedro Cordeiro; Liliana Pitacho

doi:10.14198/INTURI.22661

Autores/as

João Pedro Cordeiro Escola Superior de Ciências Empresariais do Instituto Politécnico de Setúbal, Portugal https://orcid.org/0000-0002-0831-7892
Liliana Pitacho Instituto Politécnico de Setúbal (IPS), Centro de Investigação em Ciências Empresariais (CICE), Setúbal, Portugal, Portugal https://orcid.org/0000-0001-6008-3475

DOI:

https://doi.org/10.14198/INTURI.22661

Palabras clave:

estilos de gestión de conflictos, variables sociodemográficas, industria hotelera

Resumen

Esta investigación se enfoca en la analizar y discutir los estilos de manejo de conflictos desde una perspectiva constructiva. Su objetivo principal es identificar y reflexionar sobre los estilos de gestión constructiva de conflictos en la industria de la hospitalidad en Portugal. Se pretende aún analizar la relación entre la gestión constructiva de conflictos y las variables sociodemográficas entre los empleados de las unidades hoteleras portuguesas. La muestra está compuesta por 798 empleados de 21 hoteles, en su mayoría hombres, entre 30 y 34 años, especialmente con estudios secundarios, que en su mayoría son operativos/empleados indiferenciados, y con niveles medianos de antigüedad en la organización. Los resultados sugieren que los empleados utilizan diferentes estrategias, con énfasis en los estilos de gestión de conflictos de compromiso e integración. Al mismo tiempo, los estilos de manejo de conflictos están determinados de manera diferente por algunas variables sociodemográficas de los encuestados. En cuanto a las implicaciones, esta investigación ayuda al diseño e implementación de estrategias constructivas de gestión de conflictos por parte de los directivos de estas empresas, que contribuyan a la formulación de sistemas de gestión enfocados en los comportamientos y actitudes de los profesionales en el contexto de la industria hotelera.

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