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

Autores/as

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

Palabras clave:

Capacidad absortiva, Hotelería, Turismo, Innovación, Ventaja competitiva sostenible.

Resumen

Objetivo del estudio: Identificar las prácticas existentes para captar y absorber conocimiento externo en proyectos hoteleros.
Metodología/enfoque: El estudio se desarrolló con un enfoque cualitativo, exploratorio, mediante el análisis de múltiplos casos de cinco hoteles, situados en el Estado de São Paulo. La recolección de datos se llevó a cabo con entrevistas semiestructuradas y triangulación de datos con sitios web y diarios de los hoteles. El análisis de datos se basó en el análisis de contenido y se realizó con la ayuda de Atlas.ti.
Originalidad/Relevancia: Las innovaciones resultantes de la capacidad de absorción son fundamentales para la competitividad y el éxito de las empresas hoteleras, y se originan por una intensa interacción entre empleados y clientes involucrados simultáneamente en el proceso de elaboración y aplicación de las innovaciones.
Principales resultados: Los hoteles objeto de este estudio cuentan con prácticas similares de adquisición de conocimiento externo, tales como participación en ferias y eventos del sector, análisis de reseñas y sugerencias de los huéspedes. La práctica de adquisición predominante y entendida como la más importante por los entrevistados son las mejoras generadas a través del análisis de opiniones y sugerencias de los huéspedes, indicadas en los comentarios de los huéspedes y en los medios digitales, redes sociales y OTA's (Agencia de Reservas en línea).
Aportes teóricos/metodológicos: El estudio fue desarrollado de acuerdo con la definición de Zahra y George (2002) para ACAP y contribuye a la evolución epistemológica del campo de estudio de la capacidad de absorción y el intercambio de conocimientos, especialmente en los sectores del turismo y hotelería, llenando un vacío importante en la literatura que muestra una escasez de estudios que investigaron las cuatro dimensiones referentes a las prácticas de capacidades de absorción potencial (PACAP) y realizada (RACAP), tal como lo presentan Zahra y George (2002).
Contribuciones sociales/gerenciales: Como contribución gerencial, el estudio proporciona un guía para los gerentes sobre las principales prácticas identificadas y sobre cómo desarrollar estos procesos de manera efectiva y consecuentemente promover innovaciones en los servicios prestados.

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Biografía del autor/a

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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