Model for the Identification of Key Elements in the Management of Labor Relations and Conflict: Impact on the Internal Customer of Hotel Organizations and on Sustainable Development Goals 8

María del Carmen Paradinas-Márquez, José Antonio Vicente-Pascual and Almudena Barrientos-Báez ()
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María del Carmen Paradinas-Márquez: Department of Business Management, ESIC University/ESIC Business & Marketing School, Av. de Valdenigrales, s/n, 28223 Madrid, Spain
José Antonio Vicente-Pascual: Department of Market Research and Quantitative Methods, ESIC University/ESIC Business & Marketing School, Av. de Valdenigrales, s/n, 28223 Madrid, Spain
Almudena Barrientos-Báez: Department of Communication Theories and Analysis, Complutense University of Madrid, Av. Complutense, 3, 28040 Madrid, Spain

Administrative Sciences, 2023, vol. 13, issue 12, 1-22

Abstract: The object of the study is to examine conflicts that occur in hotel companies, how they affect their structure, the quality of the work environment, the well-being of their workers, and their perception of the management of labor relations and conflict. For any company that wants to orient its efforts towards the fulfillment of the SDGs established in the 2030 Agenda, in this case, SDG 8 on decent work for all, it is key to understand which variables have the greatest influence on the management of labor relations and conflict. The aim is to identify those areas where they should focus their efforts to avoid organizational malaise that leads to economic and emotional costs derived from lower productivity and increased absenteeism, thus affecting their competitiveness. Information was collected to validate the objectives using a questionnaire with 57 items completed by workers with at least 5 years of experience in the sector. Using a simple linear regression, 10 key variables have been identified to explain the global satisfaction of employees, such as treatment, respect for company values, and the existence of defined processes and responsibilities.

Keywords: SDG 8; organizational management; conflict management; labor relations; tourism; hotel sector; absenteeism; psychosocial risks (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2023
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