Puertas adentro: caracterización de la imagen interna del Hotel Blau Colonial Cayo Coco
Fecha
2009-06-25
Autores
Hernández Fajardo, Liliana
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Universidad Central "Marta Abreu" de Las Villas
Resumen
La presente investigación se desarrolló en una organización turística, el Hotel Blau Colonial Cayo Coco (BCCC). Tuvo como objetivos: caracterizar la Imagen que tiene el público interno del Hotel BCCC; explorar las percepciones que tiene público interno del Hotel BCCC sobre su organización e identificar qué categorías configuran su Imagen Interna.
Se investigó desde el paradigma cualitativo, a partir de una permanencia prolongada en la organización, propiciándose un acercamiento naturalista e interpretativo al objeto de estudio. Se interactuó con trabajadores y directivos adoptando la selección muestral intencional mediante el muestreo teórico, donde concebimos a los sujetos como informantes clave. Se realizaron entrevistas abiertas y semiestructuradas; observaciones participantes abiertas y a escenarios específicos del contexto y análisis de documentos oficiales.
El criterio para la cantidad de información a recoger fue la saturación teórica. Las interrogantes, categorías de análisis e hipótesis se construyeron durante el desarrollo del estudio, entre el investigador y los sujetos participantes. Para la elaboración de los resultados se utilizó el análisis de contenido y las estrategias de triangulación por fuentes de datos.
Como principal resultado se evidenció que la imagen interna del Hotel BCCC se está configurando a partir de categorías y subcategorías que se articulan y conjugan en el imaginario colectivo del público interno. Las primeras, inclusorias de las segundas, son: conocimiento sobre el Hotel, las características generales de la organización, los valores organizacionales percibidos, las regularidades de los Recursos Humanos, las regularidades del trabajo de la Dirección y la percepción del Hotel en la Competencia.
The present investigation was developed in a touristic organization, the Blau Colonial Cayo Coco Hotel (BCCC). It had like objectives: to characterize the Image that has the internal public about the Hotel; to explore the perceptions that the Hotel´s internal public has of his organization and to identify what categories form their Internal Image. The research was made from the qualitative paradigm, during a permanence prolonged in the organization, causing itself a naturalistic and interpretative approach to the study object. We interacted with workers and directors adopting the selection intentional sample by means of the theoretical sampling, where we conceived to the subjects like key informants. Open and semistructured interviews were made; open participant observations and to specific scenes of the context and official document analysis. The criterio for the amount of information to collect was the theoretical saturation. The questions, categories of analysis and hypotheses were constructed during the development of the study, between the participant investigator and subjects. For the elaboration of the results it was used the analysis of content and the strategies of triangulation by sources of data. As main result was demonstrated that the internal image of Hotel BCCC is forming from categories and subcategories that articulate and conjugate in the imaginary group of the internal public. The first one are: knowledge of the Hotel, the general characteristics of the organization, the perceived organizational´s values, the regularities of the Human Resources, the regularities of the Direction´s work and the perception of the Hotel in the Competition
The present investigation was developed in a touristic organization, the Blau Colonial Cayo Coco Hotel (BCCC). It had like objectives: to characterize the Image that has the internal public about the Hotel; to explore the perceptions that the Hotel´s internal public has of his organization and to identify what categories form their Internal Image. The research was made from the qualitative paradigm, during a permanence prolonged in the organization, causing itself a naturalistic and interpretative approach to the study object. We interacted with workers and directors adopting the selection intentional sample by means of the theoretical sampling, where we conceived to the subjects like key informants. Open and semistructured interviews were made; open participant observations and to specific scenes of the context and official document analysis. The criterio for the amount of information to collect was the theoretical saturation. The questions, categories of analysis and hypotheses were constructed during the development of the study, between the participant investigator and subjects. For the elaboration of the results it was used the analysis of content and the strategies of triangulation by sources of data. As main result was demonstrated that the internal image of Hotel BCCC is forming from categories and subcategories that articulate and conjugate in the imaginary group of the internal public. The first one are: knowledge of the Hotel, the general characteristics of the organization, the perceived organizational´s values, the regularities of the Human Resources, the regularities of the Direction´s work and the perception of the Hotel in the Competition
Descripción
Palabras clave
Organización Turística, Hotel Blau Colonial Cayo Coco (BCCC), Competencia Hotelera, Categorías Hoteleras, Percepción de la Calidad