Gestão do clima para serviços em restaurantes
Autor(a) principal: | |
---|---|
Data de Publicação: | 2017 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Teses e Dissertações do ANHEMBI |
Texto Completo: | http://sitios.anhembi.br/tedesimplificado/handle/TEDE/1752 |
Resumo: | The food and beverage sector (F&B) has been one of the businesses with the greatest potential to keep active in Brazil in 2017 and is one of the most promising for 2018. Within this sector, restaurants and other food services grow around 10% per year and employs around six million people in Brazil. In order to be profitable in the business, restaurants need to be oriented to the excellence of customer service and, to this end, the interaction between employees and customers appears as an important point in the perception of the quality of the consumer regarding the service received. In this sense, people management (HRM) seeks to know and understand the needs of employees in order to attract, motivate, develop and maintain them in the organization. In addition, employee attributes are also influenced by the organizational climate which, in turn, needs to be aligned with some strategic focus, such as customer service. So, a climate for services becomes favorable when employees realize that customer service is essential to the business and that they are rewarded for providing quality customer service. Thus, the objective of this work is to investigate how the HRM function can promote a favorable climate for services in a la carte, self-service and rotation restaurants in the city of Sorocaba. After conducting a multi-case study with these establishments and analyzing managers', employees' and clients' responses in four dimensions of services climate, the results showed that HRM practices promotes a positive service climate when seeking to influence and support staff offer a quality service to customers and reward them for it. This study contributed to the F&B area by showing that the managers use HRM practices and that these practices are helping the restaurants to achieve customer satisfaction in the customer service. |
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Silva, Rodrigo Cunha dahttp://lattes.cnpq.br/1501183548567950http://lattes.cnpq.br/7905358364707215MATTOS, Carlos Eduardo de2019-05-01T15:30:14Z2017-08-24MATTOS, Carlos Eduardo de. Gestão do clima para serviços em restaurantes. 2017. 101 f. Dissertação ( Programa de Pós-Graduação Mestrado Profissional em Administração Gestão em Alimentos e Bebidas) - Universidade Anhembi Morumbi, São Paulo.http://sitios.anhembi.br/tedesimplificado/handle/TEDE/1752The food and beverage sector (F&B) has been one of the businesses with the greatest potential to keep active in Brazil in 2017 and is one of the most promising for 2018. Within this sector, restaurants and other food services grow around 10% per year and employs around six million people in Brazil. In order to be profitable in the business, restaurants need to be oriented to the excellence of customer service and, to this end, the interaction between employees and customers appears as an important point in the perception of the quality of the consumer regarding the service received. In this sense, people management (HRM) seeks to know and understand the needs of employees in order to attract, motivate, develop and maintain them in the organization. In addition, employee attributes are also influenced by the organizational climate which, in turn, needs to be aligned with some strategic focus, such as customer service. So, a climate for services becomes favorable when employees realize that customer service is essential to the business and that they are rewarded for providing quality customer service. Thus, the objective of this work is to investigate how the HRM function can promote a favorable climate for services in a la carte, self-service and rotation restaurants in the city of Sorocaba. After conducting a multi-case study with these establishments and analyzing managers', employees' and clients' responses in four dimensions of services climate, the results showed that HRM practices promotes a positive service climate when seeking to influence and support staff offer a quality service to customers and reward them for it. This study contributed to the F&B area by showing that the managers use HRM practices and that these practices are helping the restaurants to achieve customer satisfaction in the customer service.O setor de alimentos e bebidas (A&B) foi um dos negócios com maior potencial para manter-se em atividade no Brasil em 2017 e é um dos mais promissores para 2018. Dentro desse setor, os restaurantes e outros serviços de alimentação crescem em torno de 10% ao ano e emprega cerca de seis milhões de pessoas no Brasil. Para terem lucratividade no negócio os restaurantes precisam estar orientados à excelência do serviço ao cliente e, para tal, a interação entre funcionários e clientes aparece como um ponto importante na percepção de qualidade do consumidor quanto ao serviço recebido. Nesse sentido, a gestão de pessoas (GP) busca conhecer e entender as necessidades dos funcionários para poder atraí-los, motivá-los, desenvolvê-los e mantê-los na organização. Além disso, os atributos dos funcionários também sofrem influências do clima organizacional que, por sua vez, precisa estar alinhado a algum foco estratégico, como por exemplo, a prestação de serviço ao cliente. Assim, um clima para serviços se torna favorável quando os funcionários percebem que o serviço ao cliente é essencial para o negócio e que são recompensados por oferecer um atendimento de qualidade ao consumidor. Dessa forma, o objetivo deste trabalho é investigar como a função de GP pode promover um clima favorável para serviços em restaurantes à la carte, self-service e rodízio na cidade de Sorocaba. Após realizar um estudo de casos múltiplos com esses estabelecimentos e analisar as respostas dos gestores, funcionários e clientes em quatro dimensões do clima para serviços, os resultados mostraram que as práticas de GP promovem um clima positivo para serviços quando procuram influenciar e apoiar os funcionários a oferecerem um serviço de qualidade aos clientes e recompensá-los por isso. Este estudo contribuiu com a área de A&B por evidenciar que os gestores utilizam práticas de GP e que essas práticas estão auxiliando os restaurantes a alcançarem a satisfação dos clientes no quesito atendimento.Submitted by Patricia Figuti Venturini (pfiguti@anhembi.br) on 2019-04-16T20:26:15Z No. of bitstreams: 1 Carlos Eduardo de Mattos.pdf: 512265 bytes, checksum: 0125102377cf93d30dba6ec1aad3d523 (MD5)Approved for entry into archive by Patricia Figuti Venturini (pfiguti@anhembi.br) on 2019-05-01T15:28:40Z (GMT) No. of bitstreams: 1 Carlos Eduardo de Mattos.pdf: 512265 bytes, checksum: 0125102377cf93d30dba6ec1aad3d523 (MD5)Approved for entry into archive by Patricia Figuti Venturini (pfiguti@anhembi.br) on 2019-05-01T15:29:41Z (GMT) No. of bitstreams: 1 Carlos Eduardo de Mattos.pdf: 512265 bytes, checksum: 0125102377cf93d30dba6ec1aad3d523 (MD5)Made available in DSpace on 2019-05-01T15:30:14Z (GMT). No. of bitstreams: 1 Carlos Eduardo de Mattos.pdf: 512265 bytes, checksum: 0125102377cf93d30dba6ec1aad3d523 (MD5) Previous issue date: 2017-08-24Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPESapplication/pdfporUniversidade Anhembi MorumbiPrograma de Pós-Graduação Mestrado Profissional em Administração Gestão em Alimentos e BebidasUAMBrasilUniversidade Anhembi Morumbi::Diretoria de Pesquisa e Pós-graduação Stricto SensuHotelaria; Alimento e bebida; Gestão de pessoas; Clima organizacional.CIENCIAS SOCIAIS APLICADASGestão do clima para serviços em restaurantesinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesis-4656517972240620846006006006003930158860712739524-19880619442701333922075167498588264571info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações do ANHEMBIinstname:Universidade Anhembi Morumbiinstacron:ANHEMBIORIGINALCarlos Eduardo de Mattos.pdfCarlos Eduardo de Mattos.pdfapplication/pdf512265http://D1-ADM-SIT-01:8080/solr/oai/bitstream/TEDE/1752/2/Carlos+Eduardo+de+Mattos.pdf0125102377cf93d30dba6ec1aad3d523MD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82165http://D1-ADM-SIT-01:8080/solr/oai/bitstream/TEDE/1752/1/license.txtbd3efa91386c1718a7f26a329fdcb468MD51TEDE/1752oai:sitios.anhembi.br:TEDE/17522019-05-01 12:30:14.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http://sitios.anhembi.br/oai/requestopendoar:null2020-06-06 09:54:19.916Biblioteca Digital de Teses e Dissertações do ANHEMBI - Universidade Anhembi Morumbifalse |
dc.title.por.fl_str_mv |
Gestão do clima para serviços em restaurantes |
title |
Gestão do clima para serviços em restaurantes |
spellingShingle |
Gestão do clima para serviços em restaurantes MATTOS, Carlos Eduardo de Hotelaria; Alimento e bebida; Gestão de pessoas; Clima organizacional. CIENCIAS SOCIAIS APLICADAS |
title_short |
Gestão do clima para serviços em restaurantes |
title_full |
Gestão do clima para serviços em restaurantes |
title_fullStr |
Gestão do clima para serviços em restaurantes |
title_full_unstemmed |
Gestão do clima para serviços em restaurantes |
title_sort |
Gestão do clima para serviços em restaurantes |
author |
MATTOS, Carlos Eduardo de |
author_facet |
MATTOS, Carlos Eduardo de |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Silva, Rodrigo Cunha da |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/1501183548567950 |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/7905358364707215 |
dc.contributor.author.fl_str_mv |
MATTOS, Carlos Eduardo de |
contributor_str_mv |
Silva, Rodrigo Cunha da |
dc.subject.por.fl_str_mv |
Hotelaria; Alimento e bebida; Gestão de pessoas; Clima organizacional. |
topic |
Hotelaria; Alimento e bebida; Gestão de pessoas; Clima organizacional. CIENCIAS SOCIAIS APLICADAS |
dc.subject.cnpq.fl_str_mv |
CIENCIAS SOCIAIS APLICADAS |
dc.description.sponsorship.fl_txt_mv |
Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES |
dc.description.abstract.por.fl_txt_mv |
The food and beverage sector (F&B) has been one of the businesses with the greatest potential to keep active in Brazil in 2017 and is one of the most promising for 2018. Within this sector, restaurants and other food services grow around 10% per year and employs around six million people in Brazil. In order to be profitable in the business, restaurants need to be oriented to the excellence of customer service and, to this end, the interaction between employees and customers appears as an important point in the perception of the quality of the consumer regarding the service received. In this sense, people management (HRM) seeks to know and understand the needs of employees in order to attract, motivate, develop and maintain them in the organization. In addition, employee attributes are also influenced by the organizational climate which, in turn, needs to be aligned with some strategic focus, such as customer service. So, a climate for services becomes favorable when employees realize that customer service is essential to the business and that they are rewarded for providing quality customer service. Thus, the objective of this work is to investigate how the HRM function can promote a favorable climate for services in a la carte, self-service and rotation restaurants in the city of Sorocaba. After conducting a multi-case study with these establishments and analyzing managers', employees' and clients' responses in four dimensions of services climate, the results showed that HRM practices promotes a positive service climate when seeking to influence and support staff offer a quality service to customers and reward them for it. This study contributed to the F&B area by showing that the managers use HRM practices and that these practices are helping the restaurants to achieve customer satisfaction in the customer service. O setor de alimentos e bebidas (A&B) foi um dos negócios com maior potencial para manter-se em atividade no Brasil em 2017 e é um dos mais promissores para 2018. Dentro desse setor, os restaurantes e outros serviços de alimentação crescem em torno de 10% ao ano e emprega cerca de seis milhões de pessoas no Brasil. Para terem lucratividade no negócio os restaurantes precisam estar orientados à excelência do serviço ao cliente e, para tal, a interação entre funcionários e clientes aparece como um ponto importante na percepção de qualidade do consumidor quanto ao serviço recebido. Nesse sentido, a gestão de pessoas (GP) busca conhecer e entender as necessidades dos funcionários para poder atraí-los, motivá-los, desenvolvê-los e mantê-los na organização. Além disso, os atributos dos funcionários também sofrem influências do clima organizacional que, por sua vez, precisa estar alinhado a algum foco estratégico, como por exemplo, a prestação de serviço ao cliente. Assim, um clima para serviços se torna favorável quando os funcionários percebem que o serviço ao cliente é essencial para o negócio e que são recompensados por oferecer um atendimento de qualidade ao consumidor. Dessa forma, o objetivo deste trabalho é investigar como a função de GP pode promover um clima favorável para serviços em restaurantes à la carte, self-service e rodízio na cidade de Sorocaba. Após realizar um estudo de casos múltiplos com esses estabelecimentos e analisar as respostas dos gestores, funcionários e clientes em quatro dimensões do clima para serviços, os resultados mostraram que as práticas de GP promovem um clima positivo para serviços quando procuram influenciar e apoiar os funcionários a oferecerem um serviço de qualidade aos clientes e recompensá-los por isso. Este estudo contribuiu com a área de A&B por evidenciar que os gestores utilizam práticas de GP e que essas práticas estão auxiliando os restaurantes a alcançarem a satisfação dos clientes no quesito atendimento. |
description |
The food and beverage sector (F&B) has been one of the businesses with the greatest potential to keep active in Brazil in 2017 and is one of the most promising for 2018. Within this sector, restaurants and other food services grow around 10% per year and employs around six million people in Brazil. In order to be profitable in the business, restaurants need to be oriented to the excellence of customer service and, to this end, the interaction between employees and customers appears as an important point in the perception of the quality of the consumer regarding the service received. In this sense, people management (HRM) seeks to know and understand the needs of employees in order to attract, motivate, develop and maintain them in the organization. In addition, employee attributes are also influenced by the organizational climate which, in turn, needs to be aligned with some strategic focus, such as customer service. So, a climate for services becomes favorable when employees realize that customer service is essential to the business and that they are rewarded for providing quality customer service. Thus, the objective of this work is to investigate how the HRM function can promote a favorable climate for services in a la carte, self-service and rotation restaurants in the city of Sorocaba. After conducting a multi-case study with these establishments and analyzing managers', employees' and clients' responses in four dimensions of services climate, the results showed that HRM practices promotes a positive service climate when seeking to influence and support staff offer a quality service to customers and reward them for it. This study contributed to the F&B area by showing that the managers use HRM practices and that these practices are helping the restaurants to achieve customer satisfaction in the customer service. |
publishDate |
2017 |
dc.date.issued.fl_str_mv |
2017-08-24 |
dc.date.accessioned.fl_str_mv |
2019-05-01T15:30:14Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
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info:eu-repo/semantics/masterThesis |
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dc.identifier.citation.fl_str_mv |
MATTOS, Carlos Eduardo de. Gestão do clima para serviços em restaurantes. 2017. 101 f. Dissertação ( Programa de Pós-Graduação Mestrado Profissional em Administração Gestão em Alimentos e Bebidas) - Universidade Anhembi Morumbi, São Paulo. |
dc.identifier.uri.fl_str_mv |
http://sitios.anhembi.br/tedesimplificado/handle/TEDE/1752 |
identifier_str_mv |
MATTOS, Carlos Eduardo de. Gestão do clima para serviços em restaurantes. 2017. 101 f. Dissertação ( Programa de Pós-Graduação Mestrado Profissional em Administração Gestão em Alimentos e Bebidas) - Universidade Anhembi Morumbi, São Paulo. |
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http://sitios.anhembi.br/tedesimplificado/handle/TEDE/1752 |
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Universidade Anhembi Morumbi |
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Programa de Pós-Graduação Mestrado Profissional em Administração Gestão em Alimentos e Bebidas |
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UAM |
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Universidade Anhembi Morumbi |
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