Gestión del talento humano y gestión de la calidad en hoteles: una revisión sistemática de la literatura
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Fecha
2022
Autores
Guzmán Narváez, Luis Enrique
Guzmán Henríquez, Daniela Isabel
Hernández Lozano, Rafael de Jesús
Peña Barrios, Moisés David
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Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
Para la realización del siguiente proyecto de investigación se manejaron dos variables, las cuales fueron: La gestión del talento humano que
focaliza y destaca a personas que poseen un alto nivel dentro del puesto de trabajo, jugando un papel importante ya que retiene a dichas
personas con capacidades especiales, mejorando su desempeño de tal forma que se vuelven fundamentales dentro de la empresa u organización
que trabaje, incrementando cualquier índice de forma positiva. Por otra parte, tenemos la gestión de la calidad, la cual busca evitar errores
dentro de cualquier proceso que se esté realizando ya sea de un servicio o producto a través de herramientas y acciones que ayudan al personal
para hacer eso posible, aumentando la satisfacción de los clientes.
Teniendo en cuenta lo anterior, el objetivo de esta investigación es establecer la relación que existe entre la gestión de la calidad y talento
humano en las empresas u organizaciones en el sector hotelero, mediante una revisión documental en el período 2000 al 2022. Para lo anterior,
se analizaron los elementos conceptuales relacionados con la gestión del talento humano y la calidad, mediante un proceso de ecuaciones de
búsqueda con palabras clave y criterios de exclusión que permitieron obtener un portafolio de 180 publicaciones relevantes procedentes de la
base de Scopus. Seguidamente a este portafolio se le hizo un análisis cuantitativo mediante el uso de herramientas como Bibliometrix y
VOSviewer. Además, se hizo un análisis cuantitativo a través de una matriz de contenido a una muestra de 10 artículos priorizados mediante la
aplicación del Methodi Ordinatio. Los resultados los muestran que existe una tendencia hacia el aumento del número de publicaciones donde
los países de China y Estados Unidos ocupan los primeros lugares. Finalmente se concluye que la gestión del talento humano es un factor
importante en la industria hotelera para ofrecer servicios de calidad y que aunque existe una débil colaboración autoral, cada vez existe un
interés mayor en esta temática.
For the realization of the following research project two variables were handled, which were: The management of human talent that focuses and highlights people who have a high level within the job, playing an important role as it retains these people with special abilities, improving their performance so that they become fundamental within the company or organization that works, increasing any index positively. On the other hand, we have quality management, which seeks to avoid errors within any process that is being performed either a service or product through tools and actions that help staff to make that possible, increasing customer satisfaction. Considering the above, the objective of this research is to establish the relationship between quality management and human talent in companies or organizations in the hotel sector, through a documentary review in the period 2000 to 2022. For this purpose, the conceptual elements related to human talent management and quality were analyzed through a process of search equations with key words and exclusion criteria that allowed obtaining a portfolio of 180 relevant publications from the Scopus database. This portfolio was then subjected to a quantitative analysis using tools such as Bibliometrix and VOSviewer. In addition, a quantitative analysis was made through a content matrix to a sample of 10 articles prioritized by applying the Methodi Ordinatio. The results show that there is a trend towards an increase in the number of publications, with the countries of China and the United States occupying the first places. Finally, it is concluded that human talent management is an important factor in the hotel industry to offer quality services and that although there is a weak authorial collaboration, there is an increasing interest in this topic.
For the realization of the following research project two variables were handled, which were: The management of human talent that focuses and highlights people who have a high level within the job, playing an important role as it retains these people with special abilities, improving their performance so that they become fundamental within the company or organization that works, increasing any index positively. On the other hand, we have quality management, which seeks to avoid errors within any process that is being performed either a service or product through tools and actions that help staff to make that possible, increasing customer satisfaction. Considering the above, the objective of this research is to establish the relationship between quality management and human talent in companies or organizations in the hotel sector, through a documentary review in the period 2000 to 2022. For this purpose, the conceptual elements related to human talent management and quality were analyzed through a process of search equations with key words and exclusion criteria that allowed obtaining a portfolio of 180 relevant publications from the Scopus database. This portfolio was then subjected to a quantitative analysis using tools such as Bibliometrix and VOSviewer. In addition, a quantitative analysis was made through a content matrix to a sample of 10 articles prioritized by applying the Methodi Ordinatio. The results show that there is a trend towards an increase in the number of publications, with the countries of China and the United States occupying the first places. Finally, it is concluded that human talent management is an important factor in the hotel industry to offer quality services and that although there is a weak authorial collaboration, there is an increasing interest in this topic.
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Palabras clave
Gestión de la calidad, Gestión talento humano, Hoteles, Quality management, Human talent management, Hotels
