The outsourcing process oriented to the development of relational capabilities in hotels

Abstract

This work proposes a methodology to analyze the outsourcing process in hotels, from the perspective of internal and relational capabilities and the creation of value to the end consumer. This methodology has three stages. The first is the quality analysis, which determines the process, the activities and the creation of value. The second is a strategic analysis of the firm's internal and relational view in order to determine the activities to be outsourced. The final stage is the implementation of the outsourcing process, where the desired level of development relational capabilities in each of the activities to be outsourced is established and the most suitable service company selected. In that third stage, an example of possible hotel activities susceptible to outsourcing is presented, with an explanation of how the relational capabilities and the service companies have to be evaluated.