Human Capital Management in Tourism SMEs from a Cyber-Systemic Approach
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Human Capital Management in Tourism SMEs from a Cyber-Systemic Approach Juan E. Núñez-Ríos 1
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& Jacqueline Y. Sánchez-García & Ricardo Tejeida-Padilla
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# Springer Science+Business Media, LLC, part of Springer Nature 2019
Abstract This article presents an approach to the problem that small and medium-sized Mexican lodging enterprises face regarding their ability to adapt to changes in their context. Therefore, these organisations depend on their human capital to develop competitive advantages; however, their management is deficient, which makes their operations and their permanence in the market vulnerable. In this context, the management process of people is essential to encourage equilibrium within the organisation. Nevertheless, the literature review did not show any systemic models that are specific to these types of companies. The System of Systems Methodology supports this work; therefore, the Soft Systems Methodology is used to structure the problem and its components to propose a construct and outline a solution. The relevant systems of the construct are operationalised, and an analytical hierarchy process is used to make a comparison. Consistency values greater than 90% were obtained. This means that the model is congruent with the environment in which the mentioned organisations operate. Once the construct is validated, changes in the relationships of the studied companies are proposed based on the viable system model and the incorporation of cyber-systemic tenants that, together, contribute to solving the identified pathologies. Keywords Systems thinking . Human capital management . Soft systems methodology . Viable system model . Tourism
Introduction The current environment is unpredictable and complicates operations in various economic sectors. In this context, the service sector highlights its scheme of the relationships among activities that encourage the activation of companies, especially small and medium-sized * Juan E. Núñez-Ríos [email protected]
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Escuela de Ciencias Económicas y Empresariales, Universidad Panamericana, Álvaro del Portillo 49, 45010 Zapopan, Jalisco, Mexico
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Instituto Politécnico Nacional, Mexico City, Mexico
Systemic Practice and Action Research
enterprises (SMEs). The problems presented in this article are related to the service sector, specifically to the Mexican tourist sector and SMEs oriented towards lodging services. Addressing problems in this sector is important because, for Mexico, this sector represents a pillar of the country’s economy, contributing 170 billion dollars to its gross domestic product (GDP) since this sector generates approximately 4,059,500 direct jobs (CNET 2017). It is also considered crucial to address the problems related to SMEs since they play relevant roles in developing economies. In OECD member countries, SMEs represent 99% of all companies (OECD 2017), and according to the INEGI (2017) in Mexico, SMEs contribute 65% of the GDP. This presents opportunities to develop organisational improvements that contribute to a better adapt
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