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Comportamentos Indesejáveis e Diferenças Geracionais no Sector Hoteleiro de Lisboa
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O estudo apresentado nesta dissertação teve por objectivo estudar a percepção de comportamentos indesejáveis por parte de colaboradores de unidades hoteleiras e examinar se havia diferenças entre as gerações. Teve por base uma revisão de literatura sobre os temas em análise e focou-se no sector hoteleiro em Lisboa.
Um questionário online foi enviado para os emails disponíveis nos websites dos hotéis da Área Metropolitana de Lisboa. No seu todo, foram recolhidas respostas a 142 questionários de colaboradores de diferentes unidades hoteleiras. Os resultados encontrados não permitem concluir que há diferenças geracionais no que respeita às percepções de comportamentos indesejáveis, mas permitem concluir que há diferenças no que respeita às intenções de turnover, exaustão emocional e dissonância emocional.
A principal conclusão do estudo é que a gestão de pessoas tem que fazer uso de diferentes métodos para gerir diversas gerações a trabalhar conjuntamente na mesma organização. As unidades hoteleiras de Lisboa necessitam de desenvolver o potencial de cada geração, tendo em consideração a diversidade e a complexidade de cada geração.
The study presented in this dissertation aimed to study the perception of undesirable behaviors of employees in the hospitality service and examine possible generational differences. It was based on the literature review on these topics and focused on the hospitality sector in Lisbon. A self-administrated internet-based questionnaire was sent to the available emails in the hotels’ websites in Lisbon Metropolitan area. On a whole, data was collected from 142 surveys to employees working in different hotels. Findings do not allow to conclude that there are generational differences regarding the perceptions of undesirable behaviours in the workplace, but allow us to conclude that there are other differences, namely turn-over intentions, emotional exhaustion and emotional dissonance. The main conclusion of the study is that managing people requires the use of new methods to manage different generations working together in the same organizational setting. In order to maintain a sustainable competitive advantage, hotels in Lisbon need to develop the potential of all generations taking into account the diversity and complexity of each generation.
The study presented in this dissertation aimed to study the perception of undesirable behaviors of employees in the hospitality service and examine possible generational differences. It was based on the literature review on these topics and focused on the hospitality sector in Lisbon. A self-administrated internet-based questionnaire was sent to the available emails in the hotels’ websites in Lisbon Metropolitan area. On a whole, data was collected from 142 surveys to employees working in different hotels. Findings do not allow to conclude that there are generational differences regarding the perceptions of undesirable behaviours in the workplace, but allow us to conclude that there are other differences, namely turn-over intentions, emotional exhaustion and emotional dissonance. The main conclusion of the study is that managing people requires the use of new methods to manage different generations working together in the same organizational setting. In order to maintain a sustainable competitive advantage, hotels in Lisbon need to develop the potential of all generations taking into account the diversity and complexity of each generation.
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Comportamentos indesejáveis Diferenças geracionais Hotelaria Recursos Humanos Competitividade Lisboa