A gestão da qualidade em serviço hoteleiro: como se actualizam as estruturas sociais

Abstract

This article results of the sociological analysis of the quality of a hotel installed in Cape Verde. To organize the analytical view we adopted a system analysis that combines the burocratic model that focuses the formal organization and reproductive practices and the anarquic organized model that focuses the informal organization and the creative practices, articulated by the Giddens structuration theory which focuses the social construction of organizations. Here the quality management is seen as a system of practices that daily happen in formal and informal zones, actualized in the duality of the structure.