Resumo

KANAANE, Roberto  e  GUTIERREZ, Rômulo. The study of human potentialities in the hotel business context. Bol. - Acad. Paul. Psicol. [online]. 2008, vol.28, n.2, pp.222-236. ISSN 1415-711X.

This article proposes a diagnosis on the perception of the professional hotel employees, in relation to the necessity of employing their potential toward the implementation of new ideas, in order to reach excellence in their services performed in the hotel business. The research characterizes as: an exploratory-descriptive study, using quantitative and qualitative analysis. The subjects taken into consideration refer to: the structural capital and the intellectual capital in the hotel business sectors; the characterization of the hotel services under the focus of hospitality; the perception of the hotel environment; and the aspects linked to the motivation applied to work. It utilizes a questionnaire with open and closed questions to collect the proper data. The conclusion, among other points, is that the Hospitality Conveniences researched are still in need of the creation of more efficient methods to manage its Intellectual Capital, which sustain the conception that the Knowledge Management, when considered as a thematic approach, needs further studies and researches.

Palavras-chave : Structural capital; Intellectual capital; Human potential; Hotel professional.

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