Capacidade absortiva no contexto da indústria hoteleira: uma análise de práticas de absorção de conhecimentos

Claudia Maria da Silva Bezerra; Heidy Rodriguez Ramos; Anderson Antônio de Lima; Eloisa Elena Shinohara

doi:10.5585/podium.v11i1.20310

Authors

Claudia Maria da Silva Bezerra Universidade Nove de Julho - UNINOVE https://orcid.org/0000-0002-0315-1694
Heidy Rodriguez Ramos Universidade Nove de Julho - UNINOVE https://orcid.org/0000-0002-3757-5196
Anderson Antônio de Lima Universidade Nove de Julho - UNINOVE https://orcid.org/0000-0001-6014-2922
Eloisa Elena Shinohara Universidade Nove de Julho - UNINOVE https://orcid.org/0000-0002-9303-3092

DOI:

https://doi.org/10.5585/podium.v11i1.20310

Keywords:

Absorptive capacity, Hospitality, Tourism, Innovation, Sustainable competitive advantage.

Abstract

Study objective: To identify the existing practices to capture and absorb external knowledge in hotel projects.
Methodology/approach: The study was developed with a qualitative, exploratory approach, through an analysis of multiple cases of five hotels, located in the State of São Paulo. Data collection was carried out with semi-structured interviews and data triangulation with websites and hotel logbooks. Data analysis was based on content analysis and performed with the help of Atlas.ti.
Originality/Relevance: Innovations resulting from absorptive capacity are fundamental for the competitiveness and success of hotel companies, and are originated by intense interaction between employees and customers involved simultaneously in the process of elaboration and application of innovations.
Main results: The hotels object of this study have similar external knowledge acquisition practices, such as participation in fairs and events in the sector, analysis of reviews and suggestions from guests. The predominant acquisition practice and understood as the most important by respondents are the improvements generated through the analysis of reviews and suggestions from guests indicated in guest comments (guest suggestions) and in digital media, social networks and OTA's (Reservations Agency Online).
Theoretical/methodological contributions: The study is in line with the definition of Zahra and George (2002) for ACAP and contributes to the epistemological evolution of the field of study of absorptive capacity and knowledge sharing, especially in the tourism and hospitality sectors, filling an important There is a gap in the literature that shows a scarcity of studies that investigated the four dimensions referring to the practices of potential (PACAP) and realized (RACAP) absorptive capacities, as presented by Zahra and George (2002).
Social/Management Contributions: As a managerial contribution, the study provides a guide for managers on the main practices identified and on how to develop these processes effectively and consequently promote innovations in the services provided.

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Author Biographies

Claudia Maria da Silva Bezerra, Universidade Nove de Julho - UNINOVE

Doutoranda no Programa de Pós Graduação em Administração da Universidade Nove de Julho (UNINOVE). Mestre em Administração-Gestão Ambiental e Sustentabilidade UNINOVE (2019). Especialista em Negócios Imobiliários -FAAP (2012). Graduação em Administração de Empresas pela UNIP (2002). Bolsista no programa de Suporte à Pós-Graduação de Instituições de Ensino Superior – PROSUP. Líder Adjunta da Area de Sustentabilidade do IX SINGEP (2021). Avaliadora no XLIV e XLV EnAnpad. Moderadora e Avaliadora no VIII e IX SINGEP. Avaliadora no XXIII SEMEAD. Universidade Nove de Julho (UNINOVE). São Paulo. Brasil.

Heidy Rodriguez Ramos, Universidade Nove de Julho - UNINOVE

Professora do Programa de Pós-graduação em Administração e do Programa de Pós-graduação em Cidades Inteligentes e Sustentáveis da Universidade Nove de Julho (UNINOVE). Pesquisadora da linha de pesquisa em Inovação, Empreendedorismo e Negócios Sustentáveis (IEN). São Paulo/Brasil.

Anderson Antônio de Lima, Universidade Nove de Julho - UNINOVE

Doutorando em Administração pela Universidade Nove de Julho - UNINOVE (2022). Mestre em Administração- UNIP (2019). Graduação em Administração de Empresas pela ENIAC (2015). Avaliador no XLIV EnAnpad-2020, Moderador e Avaliador no VIII SINGEP. Avaliador no XXIII SEMEAD.

Eloisa Elena Shinohara, Universidade Nove de Julho - UNINOVE

Doutoranda em Administração pela UNINOVE (2022). Mestra em Administração-Gestão de Sistemas de Saúde UNINOVE (2019). Graduação em Administração de Empresas pela UNINOVE (2015). Bolsista no programa de Suporte à Pós-Graduação de Instituições de Ensino Superior - PROSUP. Debatedora e avaliadora no XLIV EnAnpad-2020. Avaliadora no XLV EnAnpad-2021.Moderadora e Avaliadora no VIII SINGEP-2020. Avaliadora no XXIII SEMEAD-2020.

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