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Publication
O outsourcing e a performance dos hotéis da Madeira
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.97 MB | Adobe PDF |
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Abstract(s)
O presente estudo visa analisar o efeito do outsourcing sobre a performance dos hotéis
de 4 e 5 estrelas da Região Autónoma da Madeira (RAM).
O efeito do outsourcing sobre a performance tem alicerces nas teorias dos custos de
transação, da agência, contingência, e na abordagem baseada nos recursos da empresa.
Esta investigação tem por base informação financeira e não financeira recolhida, junto
dos hotéis de 4 e 5 estrelas da RAM, através de um questionário online relativo ao ano de 2019.
A análise dos dados é realizada em duas fases: numa primeira fase procede-se ao cálculo de
índices de eficiência DEA, de modo a aferir o nível de performance dos hotéis alvo de estudo
e, posteriormente, numa segunda fase, analisa-se o efeito da utilização de outsourcing sobre a
performance, com recurso a testes de hipóteses.
O estudo revela as principais dinâmicas no âmbito do recurso ao outsourcing por parte
dos hotéis de 4 e 5 estrelas da RAM. Mostra que a maior parte destes hotéis recorre a
outsourcing, principalmente em atividades complementares, como a manutenção e os sistemas
de informação, e em atividades não principais como a lavandaria, a limpeza de quartos e áreas
comuns ou a jardinagem. Estes hotéis reconhecem mais vantagens do que desvantagens nesta
prática e consideram que de uma forma geral o outsourcer cumpre o SLA (Service Level
Agreement).
O trabalho realizado aponta também o elevado nível de eficiência dos hotéis de 4 e 5
estrelas da RAM e que a mesma não se encontra associada às práticas de outsourcing destes
hotéis.
This study aims to analyze the effect of outsourcing on the performance of 4 and 5 star hotels in Madeira Island. The effect of outsourcing on performance is based on the theories of transaction costs, agency, contingency, and the resource-based approach. The study is based on financial and non-financial information collected from 4 and 5 star hotels in Madeira Island, through an online questionnaire, concerning the year 2019. The data analysis is carried out in two-phase: in a first phase, DEA efficiency indexes are calculated, in order to assess the performance level of the target hotels of the study and, subsequently, in a second phase, the effect of outsourcing on performance is analyzed, using hypothesis tests. The study reveals the main dynamics in terms of the use of outsourcing by 4 and 5 star hotels in RAM. It shows that most of these hotels use outsourcing, mainly in complementary activities, such as maintenance and information systems, and in non-core activities such as laundry, cleaning rooms and common areas or gardening. These hotels recognize more advantages than disadvantages in this practice and consider that, in general, the outsourcer meets the SLA (Service Level Agreement). The work carried out also shows the high level of efficiency of 4 and 5 star hotels in RAM and that it is not associated with the outsourcing practices of these hotels.
This study aims to analyze the effect of outsourcing on the performance of 4 and 5 star hotels in Madeira Island. The effect of outsourcing on performance is based on the theories of transaction costs, agency, contingency, and the resource-based approach. The study is based on financial and non-financial information collected from 4 and 5 star hotels in Madeira Island, through an online questionnaire, concerning the year 2019. The data analysis is carried out in two-phase: in a first phase, DEA efficiency indexes are calculated, in order to assess the performance level of the target hotels of the study and, subsequently, in a second phase, the effect of outsourcing on performance is analyzed, using hypothesis tests. The study reveals the main dynamics in terms of the use of outsourcing by 4 and 5 star hotels in RAM. It shows that most of these hotels use outsourcing, mainly in complementary activities, such as maintenance and information systems, and in non-core activities such as laundry, cleaning rooms and common areas or gardening. These hotels recognize more advantages than disadvantages in this practice and consider that, in general, the outsourcer meets the SLA (Service Level Agreement). The work carried out also shows the high level of efficiency of 4 and 5 star hotels in RAM and that it is not associated with the outsourcing practices of these hotels.
Description
Keywords
Outsourcing Performance DEA Hotéis Região autónoma da madeira