Comunicação e liderança na cultura organizacional de empresas de restaurantes: uma abordagem conceitual
DOI:
https://doi.org/10.11606/issn.2238-2593.organicom.2023.214459Palavras-chave:
Comunicação organizacional, Cultura organizacional, Liderança, Empresas de serviços, RestaurantesResumo
O setor de restaurantes exige uma operação centrada em experiências acolhedoras e interações humanas. A partir de uma perspectiva dialética/construtivista, propõe-se um modelo conceitual que integra os componentes estratégicos da comunicação e da liderança para fortalecer a cultura organizacional baseada no trabalho em equipe, incluindo três dimensões: 1) Estrutural, com foco em informações e treinamento para gerar segurança; 2) Relacional, com base na motivação, na escuta e no diálogo para criar confiança; e 3) Integrativa, com base na visão compartilhada.
Downloads
Referências
ABDELHAKIM, Safi Ayman; AGWA, Youssef Ibrahim. The Effect of Corporate Social Responsibility on Job Satisfaction, Organizational Commitment and Turnover Intention in Fast-Food Restaurants in Egypt. International Journal of Tourism and Hospitality Management, Luxor, v. 5, n. 1, p. 321-340, 2022.
ARÉVALO, Rebeca Illiana Arévalo; PÉREZ, Carlos Gaspar Pérez. La comunicación interna y el desarrollo humano en el sector restaurantero regional en Yucatán, México. Organicom, São Paulo, v. 14, n. 27, p. 99-110, 2017. DOI: 10.11606/issn.2238-2593.organicom.2017.144112
BABAKUS, Emin; YAVAS, Ugur; KARATEPE, Osman; AVCI, Turgay. The effect of management commitment to service quality on employees’ affective and performance outcomes. Journal of the Academy of Marketing Science, Berlin, v. 31, n. 3, p. 272-286, 2003. DOI: 10.1177/0092070303031003005
BANDURA, Albert. Theory of Social Learning. New Jersey: Prentice Hall, 1977.
BAUM, Tom. Implications of hospitality and tourism labour markets for talent management strategies. International Journal of Contemporary Hospitality Management, Leeds, v. 20, n. 7, p. 720-729, 2008. DOI: 10.1108/09596110810897574
BELL, Reginal; ROEBUCK, Deborah. An Increasing Usefulness for Managerial Communication Research on the Main Topics of Management. Journal of Management Policy and Practice, [s. l.], v. 16, n. 2, p. 71-108, 2015. doi:10.2139/ssrn.2552340
BLOISI, Wendy; HOEL, Helge. Abusive work practices and bullying among chefs: A review of the literature. International Journal of Hospitality Management, [s. l.], v. 27, n. 4, p. 649-656, 2008. DOI: 10.1016/j.ijhm.2007.09.001
BROWN, Michael; MITCHELL, Marrie. Ethical and unethical leadership: Exploring new avenues for future research. Business Ethics Quarterly, Cambridge, v. 20, n. 4, p. 583-616, 2010. DOI: 10.5840/beq201020439
BROWN, Travor C.; MCCRACKEN, Martin. Building a bridge of understanding: How barriers to training participation become barriers to training transfer. Journal of European Industrial Training, Leeds, v. 33, n. 6, p. 492-512, 2009.
BURROW, Robin; SMITH, Chef John; YAKINTHOU, Christalla. ‘Yes Chef’: life at the vanguard of culinary excellence. Work, Employment and Society, London, v. 29, n. 4, p. 673-681, 2015. DOI: 10.1177/0950017014563103
BUTLER, Belinda. A pilot study of essential competencies as perceived by multi-unit operations and human resources leaders in the restaurant industry. Oklahoma City: Oklahoma State University, 2006.
CAMERON, Kim S.; QUINN, Robert E. Diagnosing and Changing Organizational Culture Based on Competing Values Framework. Reading: Addison Wesley, 1999.
CARTER, Danon; BAGHURST, Timothy. The Influence of Servant Leadership on Restaurant Employee. Journal Business Ethics, Berlin, v. 124, p. 453-464, 2014. Disponible en: https://link.springer.com/article/10.1007/s10551-013-1882-0. Acceso en: 24 nov. 2023.
CHIABURU, Dan S.; LINDSAY, Douglas R. Can do or will do? The importance of self-efficacy and instrumentality for training transfer. Human Resource Development International, [s. l.], v. 11, n. 2, p. 199-206, 2008. DOI: 10.1080/13678860801933004
BARRETO, Leilianne Michelle Trindade da Silva; KISHORE, Angeli; REIS, Germano Glufke; BAPTISTA, Luciene Lopes; MEDEIROS, Carlos Alberto Freire. Cultura organizacional e liderança: uma relação possível? Revista de Administração, São Paulo, v. 48, n. 1, p. 34-52, 2013. DOI: 10.5700/rausp1072
DAVIDSON, Michel C. Does organizational climate add to service quality in hotels? International Journal of Contemporary Hospitality Management, Leeds, v. 15, n. 14, p. 206-213, 2003. DOI: 10.1108/09596110310475658
DAVIS, Keith. Management communication and the grapevine. Business Review, Boston, v. 31, p. 43-49, 1953.
DERRIDA, Jacques; DUFOURMANTELLE, Anne. De l’hospitalité. Paris: Calmann Lévy, 1997
DURÁN BRAVO, Patricia; MELÉNDEZ RODRÍGUEZ, Víctor; CID QUIROZ, Rafael. La comunicación estratégica como articulador de los intangibles organizacionales. Revista Iberoamericana De Las Ciencias Sociales Y Humanísticas, Zapopan, v. 10, n. 20, p. 90-116, 2021. DOI: 10.23913/ricsh.v10i20.253
DURÁN BRAVO, Patricia; CISNEROS MARTÍNEZ, Nancy G. Abordagem conceitual para habilidades de comunicação nas organizações para a Agenda Global 2030. Organicom, São Paulo, v. 19, n. 39, p. 48-59, 2022a. DOI: 10.11606/issn.2238-2593.organicom.2022.196935
DURÁN BRAVO, Patricia; CISNEROS MARTÍNEZ, Nancy G. Competencias del comunicólogo para enfrentar las problemáticas organizacionales. Sintaxis, Anáhuac, v. 8, p. 48-57, 2022b. DOI: 10.36105/stx.2022n8.03
DURÁN BRAVO, Patricia; CISNEROS, Nancy G.; MELÉNDEZ RODRÍGUEZ, Victor; CID QUIROZ, Rafael. Comunicación Estratégica: Modelo de gestión comunicacional. Anuario De Investigación De La Comunicación, n. 26, p. 70-80, 2019. https://doi.org/10.38056/2019aiccXXVI76
FERNÁNDEZ COLLADO, Carlos; GALGUERA GARCÍA, Laura. El grupo y la organización. In: FERNÁNDEZ COLLADO, Carlos; GALGUERA GARCÍA, Laura. Teorías de la Comunicación. Ciudad de Mexico: McGraw-Hill, 2009. p. 59-76.
FUSSELL, Susan; KREUZ, Roger. Social and Cognitive Approaches to Interpersonal Communication. Oxfordshire: Psychology Press, 2014.
HINKIN, Timoth; TRACEY, John Bruce. What makes it so great? An analysis of human resources practices among Fortune’s best companies to work for. Cornell Hospitality Quarterly, London, v. 51, n. 2, p. 158-170, 2010.
HOLLANDER, Edwin P. Conformity, status, and idiosyncrasy credit. Psychological Review, Washington, D.C., v. 65, p. 117-127, 1958.
HOUSE, Robert J.; JAVIDAN, Mansour; DORFMAN, Peter. W.; GUPTA, Vipin; DORFMAN, Peter. Culture, leadership, and organizations: The GLOBE study of 62 societies. Thousand Oaks: Sage, 2004.
JUNG, Dong I.; AVOLIO, Bruce J. Opening the black box: An experimental investigation of the mediating effects of trust and value congruence on transformational and transactional leadership. Journal of organizational Behavior, Washington, D.C., v. 21, n. 8, p. 949-964, 2000.
KARATEPE, Osman M. Perceptions of organizational politics and hotel employee outcomes: The mediating role of work engagement. International Journal of Contemporary Hospitality Management, Leeds, v. 25, n. 1, p. 82-104, 2013. DOI: 10.1108/09596111311290237
KOUTROUMANIS, Dean A.; ALEXAKIS, G. Organizational culture in the restaurant industry: Implications for change. Journal of Organizational Culture, Communications and Conflict, [s. l.], v. 13, n. 2, p. 45-55, 2009.
KOUZES, James M.; POSNER, Barry Z. The leadership challenge. 4. ed. New Jersey: Jossey-Bass, 2007.
KUONEN, Charles Benjamin. Transformational Leadership: An Analysis of the Effect in Quick-Service Restaurants. 2020. Tese (Doutorado em Economia) – Northcentral University, California, 2020.
LANE, Christel. The cultivation of taste: Chefs and the organization of fine dining. Oxford: Oxford University Press, 2014.
LEANA, Carrie R.; PIL, Frits K. Social capital and organizational performance: Evidence from urban public schools. Organization Science, Catonsville, v. 17, n. 3, p. 353-366, 2006. DOI: 10.1287/orsc.1060.0191
LIDEN, Robert; WAYNE, Sandy; LIAO, Chenwei; MEUSER, Jeremy. Servant Leadership and Serving Culture: Influence on Individual and Unit Performance. Academy of Management Journal, v. 57, n. 5, p. 1434-1452, 2014. DOI: 10.1108/09596110310475667
LONGENECKER, Clinton O.; FINK, Lawrence. Creating effective performance appraisals. Industrial Management, [s. l.], v. 55, n. 3, p. 10-15, 2013.
LOZANO-GUTIÉRREZ, María Dolores. Comunicación, elemento humanizante en las pymes de servicio en México. Sintaxis, Huixquilucan, v. 2, p. 149-164, 2019. DOI: 10.36105/stx.2019n2
LOZANO-GUTIÉRREZ, María Dolores. Comunicación lineal, dinámica y productiva en restaurantes: análisis de noticias antes y durante la COVID-19 en México y España. Sintaxis, Huixquilucan, p. 226-248, 2020. DOI: 10.36105/stx.2020edespcovid-19
LOZANO-GUTIÉRREZ, María Dolores. Comunicación productiva, estilos de liderazgo y compromiso en el servicio. Una investigación mixta sobre la pertenencia, el trabajo en equipo y la orientación al consumidor en restaurantes de gastronomía mexicana en Puebla. 2022. Tese (Doutorado) – Estado de México, Anáhuac, Universidad Anáhuac México, 2022.
MARÍN, Carlos William. Un estado del arte del liderazgo servidor. UNACIENCIA Revista de Estudios e Investigaciones, [s. l.], p. 12-21, 2010.
MEHA, Arbresha; ZEQIRI, Flamur. Managing Organizational Communication in Tourism Industry. The Case of Kosovo. Journal of Environmental Management & Tourism, Craiova, v. 12, n. 4, p. 1111-1119, 2021. DOI: 10.l4505/¡emt.v12.4(52).23
MOLERO, Fernando. Cultura y liderazgo. Una relación multifacética. Boletin de Psicología, [s. l.], v. 76, n. 2, p. 53-75, 2002.
MOSTAFA, Ahmed Mohammed Sayed. Transformational leadership and restaurant employees customer-oriented behaviours: The mediating role of organizational social capital and work engagement. International Journal of Contemporary Hospitality Management, Leeds, v. 3, n. 13, p. 1166-1182, 2019. DOI: 10.1108/IJCHM-02-2018-0123
NAHAPIET, Janine; GHOSHAL, Sumantra. Social capital, intellectual capital, and the organizational advantage. Academy of Management Review, New York, v. 23, n. 2, p. 242-266, 1998. DOI: 10.5465/amr.1998.533225
NOSNIK, Abraham. Comunicadores y Organizadores. Planeación y gestión efectiva de su desempeño. México, DF: Universidad Anáhuac México, 2001.
NOSNIK, Abraham. Culturas Organizacionales: Su origen, consolidación y desarrollo. La Coruña: Netbibl, 2005.
NOSNIK, Abraham. Teoría de la Comunicación Productiva. Rosario: HomosSapiens, 2012.
OBENCHAIN, A. Organization culture and organizational innovation in not-for-profit, private and public institutions of higher education. 2002. Tese (Doutorado) – Nova Southeastern University, Fort Lauderdale, 2002.
OTTENBACHER, Michael; HARRINGTON, Robert J. The culinary innovation process. Journal of Culinary Science & Technology, [s. l.], v. 54, n. 9, p. 9-35, 2007. DOI: 10.1300/J385v05n04_02
PALMER, Benjamin; WALLS, Melissa; BURGESS, Zena; STOUGH, Con. Emotional intelligence and effective leadership. Leadership & Organization Development Journal, Washington, D.C., v. 22, n. 1, p. 5-10, 2001. DOI: 10.1108/01437730110380174
PÉREZ, Joe R. MIRABELLA, Jim. The Relationship Between Leadership Practices and Restaurant Employee Turnover. 2010. Tese (Doutorado) – Nova Southeastern University, Fort Lauderdale, 2010.
PETTIGREW, Andrew M. On studying organizational cultures. Administrative Science Quarterly, London, v. 24, n. 4, p. 570-581, 1979. DOI: 10.2307/2392363
PRIOLA, Edward. Managerial Communication Competencies That Enhance Employee Performance: A Systematic Review. 2016. Tese (Doutorado) – Maryland: University of Maryland, 2016.
QUIU, Shaoping; ALIZADEH, Amin; DOOLEY, Larry M.; ZHANG, Ruijuan. The effects of authentic leadership on trust in leaders, organizational citizenship behavior, and service quality in the Chinese hospitality industry. Journal of Hospitality and Tourism Management, [s. l.], v. 40, p. 77-87, 2019. DOI: 10.1016/j.jhtm.2019.06.004.
RAINERI, Andrés. Change management practices: Impact on perceived change results. Journal of Business Research, Amsterdam, v. 64, n. 3, p. 266-272, 2011. DOI: 10.1016/j.jbusres.2009.11.011
RAMOS-MAÇÃES, Manuel Alberto; ROMÁN-PORTAS, Mercedes. The effects of organizational communication, leadership, and employee commitment in organizational change in the hospitality sector. Communication & Society, Navarra, v. 35, n. 2, p. 89-106, 2022. DOI: 10.15581/003.35.2.89-106
RUBIO, Ángeles. Los Recursos Humanos en el Sector Turístico Español: Organización del Trabajo. [s. l.]: Ariel, 2001.
RUSSELL, Robert F. The role of values in servant leadership. Leadership & Organization Development Journal, [s.l .], v.2 2, n.2 , p. 76-84, 2001.
SARROS, James C.; COOPER, Brian K.; SANTORA, Joseph C. Building a climate for innovation through transformational leadership and organizational culture. Journal of Leadership & Organizational Studies, [s. l.], v. 15, n. 2, p. 145-158, 2008.
SCHEIN, Edgar. Coming to a new awareness of organizational culture. Sloan Management Review, Boston, v. 25, n. 2, p. 3-16, 1984.
SCHEIN, Edgar. Organizational culture. American Psychologist, Washington, D.C., v. 45, n. 2, p. 109-119, 1990.
SCHEIN, Edgar. Organizational culture and leadership. 4. ed. New Jersey: Jossey-Bass, 2010.
SEIDMAN, Alan. An investigation of employee behavior on customer satisfaction in the quick service restaurant industry. UMI: Unpublished dissertation. Fort Lauderdale: Nova Southeastern University, 2001.
SHRIVASTAVA, Sanjay. Identifying the major components of business communication and their relevance: A conceptual framework. The IUP Journal of Soft Skills, [s. l.], v. 6, n. 4, p. 51-56, 2012.
SMUCKER, J. Employee empowerment and self-direction in a family dining restaurant chain: A case study. 2001. Tese (Doutorado) – Minneapolis, Walden University, 2001.
TANG, Guiyao; CAI, Zhenyao; LIU, Zhiqiang; ZHU, Hong; YANG, Xi; LI, Jin. The Importance of Ethical Leadership in Employees’ Value Congruence and Turnover. Cornell Hospitality Quarterly, Washington, D.C., v.5 6, n.4 , p.397-410, 2015. DOI: 10.1177/1938965514563159
U.S. BUREAU OF LABOR STATISTICS. Table 16. Annual total separations rates by industry and region, not seasonally adjusted. Washington, D.C., March 8. 2023. Disponible en: https://www.bls.gov/news.release/jolts.t16.htm. Acesso en: 27 nov. 2023.
WALKER, Carlota. Effective Leadership Behaviors Of Single-Unit Quick-Service Restauarant Managers: A Phenomenological Study. 2013. Tese (Doutorado) – Michigan, Baker College, 2013.
WELLTON, Lotte; LAINPELTO, Jack. The intertwinement of professional knowledge culture, leadership practices and sustainability in the restaurant industry. Scandinavian Journal of Hospitality and Tourism. Scandinavian Journal of Hospitality and Tourism, New York, v. 21, n. 5, p. 550-566, 2021. DOI: 10.1080/15022250.2021.1977177
WILLER, David. La Sociología Científica: Teoría y Método. Buenos Aires: Amorrortu, 2001.
YUKL, Garry A. Leadership in organizations. New Jersey: Prentice Hall, 2010.
ZHENG, Yuyan; GRAHAM, Les; EPITROPAKI, Olga; SNAPE, Ed. Service Leadership, Work Engagement, and Service Performance: The Moderating Role of Leader Skills. Group & Organization Management, [s. l.], v. 45, n. 1, p. 43-74, 2020.
Downloads
Publicado
Edição
Seção
Licença
Copyright (c) 2023 María Dolores Lozano Gutiérrez, Patricia Duran Bravo
Este trabalho está licenciado sob uma licença Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
A submissão implica a cessão de direitos da primeira publicação à revista Organicom, sem pagamento. Os autores podem estabelecer por separado acordos adicionais para a distribuição não exclusiva de versão da obra publicada na revista (como colocar em um repositório institucional ou publicar um livro), com o devido reconhecimento de sua publicação inicial na revista Organicom.
