Orientador(es)
Resumo(s)
O âmbito desta tese é a análise de um estudo de caso sobre a avaliação dos fatores de
transferência tendo em conta um programa formativo sobre gestão de reclamações
implementado numa unidade hoteleira de cinco estrelas.
Realizado numa abordagem de cariz qualitativo, o caso foi estudado através da
observação participante no terreno por parte da investigadora e através de entrevistas
realizadas aos atores envolvidos na intervenção formativa.
Os resultados estão globalmente alinhados com a literatura, particularmente no que diz
respeito ao cariz iminentemente individual das intervenções formativas, à simplicidade
das práticas avaliativas empreendidas, aos fatores de transferência identificados bem
como ao baixo envolvimento dos stakeholders.
Nas conclusões apresentamos algumas sugestões para fazer face às lacunas
identificadas, salientando-se a proposta de eleger como objeto de análise da formação os
sujeitos inseridos nas suas situações de trabalho e de articular a formação com a
resolução de problemas em detrimento da prática dominante que consiste em fornecer
conhecimentos aos participantes.
The purpose of this dissertation is the analysis of a case study regarding on the evaluation of transfer factors taking into account a training program about complaints management. This analysis was implemented in a five stars hotel. Performed as an approach of a qualitative nature, the case has been studied through participant observation in the field and also through interviews with actors involved in the training intervention, both done by the researcher. The results are globally lined with the literature. Particularly in which regards the nature imminently individual of training interventions, the simplicity of the evaluation practices used, the transfer factors identified as well the low involvement of the stakeholders. In the conclusions we present some suggestions to deal with gaps indentified. Emphasizing the proposal to elect, as an object of analysis of the training program, the individuals placed in their work situations and coordinate the training with the resolution of problems rather than the dominant practice that consists to provide knowledge to the participants.
The purpose of this dissertation is the analysis of a case study regarding on the evaluation of transfer factors taking into account a training program about complaints management. This analysis was implemented in a five stars hotel. Performed as an approach of a qualitative nature, the case has been studied through participant observation in the field and also through interviews with actors involved in the training intervention, both done by the researcher. The results are globally lined with the literature. Particularly in which regards the nature imminently individual of training interventions, the simplicity of the evaluation practices used, the transfer factors identified as well the low involvement of the stakeholders. In the conclusions we present some suggestions to deal with gaps indentified. Emphasizing the proposal to elect, as an object of analysis of the training program, the individuals placed in their work situations and coordinate the training with the resolution of problems rather than the dominant practice that consists to provide knowledge to the participants.
Descrição
Palavras-chave
Formação Avaliação Transferência Gestão de reclamações Training Evaluation Transfer Complaints management