Delivering the European Skills Agendathe importance of social skills for a sustainable tourism and hospitality industry

Referencias bibliográficas

• Baccarani, C., & Bonfanti, A. (2016). Business theatre in management studies: a structured literature review and future research directions. International Journal of Managerial and Financial Accounting, 8(3-4), 334-360. https://doi.org/10.1504/IJMFA.2016.081861
• Bailly, F., & Léné, A. (2013). The personification of the service labour process and the rise of soft skills: A French case study. Employee Relations, 35(1), 79-97. https://doi.org/10.1108/01425451311279429
• Bakas, F. E., Costa, C., Breda, Z., & Durão, M. (2018). A critical approach to the gender wage gap in tourism labor. Tourism Culture & Communication, 18(1), 35-49. https://doi.org/10.3727/109830418X15180180585167
• Baker, M., & O’Brien, W. (2017). National ‘soft skills’ training: Investigating soft skill training in the outdoor recreation sector. Blue Mountains, NSW: Lamped Research. Retrieved from https://auscamps.asn.au/application/files/5515/5010/2468/ACA-Soft-skills-study-Formative-Public-Report-2March2017.pdf
• Balcar, J. (2016). Is it better to invest in hard or soft skills? Economic and Labour Relations Review, 27(4), 453-470. https://doi.org/10.1177/1035304616674613
• Baum, T. (2018). Sustainable human resource management as a driver in tourism policy and planning: a serious sin of omission? Journal of Sustainable Tourism, 26(6), 873-889. https://doi.org/10.1080/09669582.2017.1423318
• CEDEFOP (2015). Skills shortages in European Enterprises: Striking the balance between Vocational Education and Training and the Labour market (CEDEFOP, Reference series 102). Publications Office of the European Union.
• Börner, K., Scrivner, O., Gallant, M., Ma, S., Liu, X., Chewning, K., Wu, L., & Evans, J.A. (2018). Skill discrepancies between research, education, and jobs reveal the critical need to supply soft skills for the data economy. Proceedings of the National Academy of Sciences of the United States of America, 115(50), 12630-12637. https://doi.org/10.1073/pnas.1804247115
• Burns, P. M. (1997). Hard?skills, soft?skills: undervaluing hospitality’s ‘service with a smile’. Progress in Tourism and Hospitality Research, 3(3), 239-248. https://doi.org/10.1002/(SICI)1099-1603(199709)3:3<239::AID-PTH80>3.0.CO;2-2
• Carlisle, S., Ivanov, S., & Dijkmans, C. (2023). The Digital Skills Divide: Evidence from the European Tourism Industry. Journal of Tourism Futures, 9(2), 240-266. https://doi.org/10.1108/JTF-07-2020-0114
• Carlisle, S., Ivanov, S., Dijkmans, C., & Marco, B. (2022). Environmental skills gaps in tourism and hospitality organisations: Evidence from Europe. Tourism: An Interdisciplinary Perspective, 70(3), 411-431. https://doi.org/10.37741/t.70.2.6
• Carlisle, S., Zaki, K., Ahmed, M., Dixey, L., & McLoughlin, E. (2021). The imperative to address sustainability skills gaps in tourism in Wales. Sustainability, 13(3), 1161. https://doi.org/10.3390/su13031161
• Chan, J. K. L. (2011). Enhancing the employability of and level of soft skills within tourism and hospitality graduates in Malaysia: The issues and challenges. Journal of Tourism, 12(1), 1–15.
• Castro, C., & Ferreira, F. (2019). Entrepreneurs’ Self-Perception of Skills in Rural Tourism. European Journal of Tourism Research, 21, 50-68. https://doi.org/10.54055/ejtr.v21i.358
• Chase, D. M., & Masberg, B. A. (2008). Partnering for skill development: Park and recreation agencies and university programs. Managing Leisure, 13(2), 74-91. https://doi.org/10.1080/13606710801933438
• Chernyshenko, O. S., Kankaraš, M., & Drasgow, F. (2018). Social and emotional skills for student success and well-being: Conceptual framework for the OECD study on social and emotional skills (OECD Education Working Papers, No. 173). OECD Publishing. https://doi.org/10.1787/db1d8e59-en.
• Chrobot-Mason, D., & Leslie, J. B. (2012). The role of multicultural competence and emotional intelligence in managing diversity. The Psychologist-Manager Journal, 15, 219–236. https://doi.org/10.1080/10887156.2012.730442
• Cobo, C. (2013). Skills for innovation: Envisioning an education that prepares for the changing world. Curriculum Journal, 24(1), pp. 67-85. https://doi.org/10.1080/09585176.2012.744330
• Costa, C., Bakas, F. E., Breda, Z., Durão, M., Carvalho, I., & Caçador, S. (2017). Gender, flexibility and the 'ideal tourism worker'. Annals of Tourism Research, 64, 64-75. https://doi.org/10.1016/j.annals.2017.03.002
• Crawford, A., Weber, M. R., & Lee, J. (2020). Using a grounded theory approach to understand the process of teaching soft skills on the job so to apply it in the hospitality classroom. Journal of Hospitality, Leisure, Sport & Tourism Education, 26, 100239. https://doi.org/10.1016/j.jhlste.2020.100239
• Crosbie, R. (2005). Learning the soft skills of leadership. Industrial and Commercial Training, 37(1), 45-51. https://doi.org/10.1108/00197850510576484
• Cullen, A. M. (2011). Unemployed job seekers' access to interactive service work. Employee Relations, 33(1), 64-80. https://doi.org/10.1108/01425451111091654
• Dolnicar, S., Grün, B., Leisch, F., & Schmidt, K. (2014). Required sample sizes for data-driven market segmentation analyses in tourism. Journal of Travel Research, 53(3), 296-306. https://doi.org/10.1177/0047287513496475
• Daniel, A.D., Costa, R.A., Pita, M., & Costa, C. (2017). Tourism Education: What about entrepreneurial skills? Journal of Hospitality and Tourism Management, 30, 65-72. https://doi.org/10.1016/j.jhtm.2017.01.002
• Devile, E. L., Eusébio, C., & Moura, A. (2023). Traveling with special needs: investigating constraints and negotiation strategies for engaging in tourism activities. Journal of Hospitality and Tourism Insights (ahead-of-print). https://doi.org/10.1108/JHTI-09-2022-0410
• Dixon, J., Belnap, C., Albrecht, C., & Lee, K. (2010). The importance of soft skills. Corporate Finance Review, 14(6), 35.
• Duckworth, A. L., & Yeager, D. S. (2015). Measurement matters: Assessing personal qualities other than cognitive ability for educational purposes. Educational Researcher, 44(4), 237-251. https://doi.org/10.3102/0013189X15584327
• Emmerling, R. & Boyatzis, R. (2012). Emotional and social intelligence competencies: cross cultural implications. Cross Cultural Management: An International Journal, 19(1), 4-18. https://doi.org/10.1108/13527601211195592
• Enback, S. (2020). COVID-19: The impact on skills in hospitality, retail, travel and aviation. People 1st. International. Available online: https://people1st.co.uk/getattachment/Insights/Covid-19-live-research/COVID-19-skills-impact-recovery-survey/COVID-19_The-impact-on-skills-in-hospitality,-retail,-travel-and-aviation.pdf/?lang=en-GB
• Eurostat (2022). Top 10 growing occupations between Q1 2021 and Q1 2022. Available at https://ec.europa.eu/eurostat/en/web/products-eurostat-news/-/ddn-20220705-3
• Espeso-Molinero, P. (2019). Tendencias del turismo cultural [Cultural Tourism Trends]. PASOS Revista de turismo y patrimonio cultural, 17(6), 1101-1112. https://doi.org/10.25145/j.pasos.2019.17.076
• European Commission (2020a). EU Pact for Skills Strategy. Department of Employment, Social Affairs and Social Inclusion. Retrieved from https://ec.europa.eu/social/main.jsp?catId=1517&langId=en
• European Commission (2020b). European Industrial Strategy. Department of Internal Market, Industry, Entrepreneurship, SMEs. Retrieved from https://single-market-economy.ec.europa.eu/industry/strategy_en
• European Commission (2022). European Pillar of Social Rights Action Plan. Department of Employment, Social Affairs and Social Inclusion. Retrieved from https://op.europa.eu/webpub/empl/european-pillar-of-social-rights/en/
• Flin, R. (2010). CRM (non-technical) skills—applications for and beyond the flight deck. In E. L. Wiener, B. G. Kanki, & R. L. Helmreich, (Eds.). Crew resource management (pp. 181-202). Academic Press.
• Francis, K., Wamathai, A., Wandaka, J. K., & Jilo, N. (2020). Analysis of the skills gap in tourism and hospitality industry in Kenya. Journal of Tourism Management Research, 7(1), 42-51. https://doi.org/10.18488/journal.31.2020.71.42.51
• George, D., & Mallery, P. (2019). IBM SPSS Statistics 25. Step by Step. A simple guide and reference. 15th ed. Routledge.
• Haven?Tang, C., & Jones, E. (2008). Labour market and skills needs of the tourism and related sectors in Wales. International Journal of Tourism Research, 10(4), 353-363. https://doi.org/10.1002/jtr.666
• Hochschild, A. R. (1983). The managed heart. University of California Press.
• Habimana, A., Saaverdra, R., & Sinining, V. (2023). The role of communities in developing sustainable tourism in Rwanda. Central Asian Journal of Innovations on Tourism Management and Finance, 4(3), 91-108. https://doi.org/10.17605/OSF.IO/VDBKE
• Hurrell, S.A. (2016). Rethinking the soft skills deficit blame game: Employers, skills withdrawal, and the reporting of soft skills gaps. Human Relations, 69(3), 605-628. https://doi.org/10.1177/0018726715591636
• Johanson, M., Ghiselli, R., Shea, L. J., & Roberts, C. (2011). Changing competencies of hospitality leaders: A 25-year review. Journal of Hospitality & Tourism Education, 23(3), 43-47. https://doi.org/10.1080/10963758.2011.10697012
• Kautz, T., Heckman, J. J., Diris, R., Ter Weel, B., & Borghans, L. (2014). Fostering and measuring skills: Improving cognitive and non-cognitive skills to promote lifetime success. OECD Publishing.
• Kim, H.Y. (2013). Statistical notes for clinical researchers: assessing normal distribution using skewness and kurtosis. Restorative Dentistry & Endodontics, 38(1), 52-54. https://doi.org/10.5395/rde.2013.38.1.52
• Kim, J. S., Erdem, M., Byun, J., & Jeong, H. (2011). Training soft skills via e?learning: international chain hotels. International Journal of Contemporary Hospitality Management, 23(6), 739-763. https://doi.org/10.1108/09596111111153457
• Kiryakova-Dineva, T., Kyurova, V., & Chankova, Y. (2019). Soft skills for sustainable development in tourism: the Bulgarian experience. European Journal of Sustainable Development, 8(2), 57-57. https://doi.org/10.14207/ejsd.2019.v8n2p57
• Koc, E. (2019). Turkish tourism and hospitality students’ social anxiety and avoidance. Journal of Hospitality & Tourism Education, 31(1), 49-54. https://doi.org/10.1080/10963758.2018.1480962
• Koc, E. (2020). Cross-cultural aspects of tourism and hospitality: A services marketing and management perspective. Routledge.
• Lamine, W., Mian, S., Fayolle, A. (2014). How do social skills enable nascent entrepreneurs to enact perseverance strategies in the face of challenges? A comparative case study of success and failure. International Journal of Entrepreneurial Behaviour and Research, 20(6), 517-541. https://doi.org/10.1108/IJEBR-02-2013-0020
• Leister, W. (2019). Strengthening tourists’ engagement in guided hiking and trekking. Administrative Sciences, 9(2), 45. https://doi.org/10.3390/admsci9020045
• Levant, Y., Coulmont, M., & Sandu, R. (2016). Business simulation as an active learning activity for developing soft skills. Accounting Education, 25(4), 368-395. http://dx.doi.org/10.1080/09639284.2016.119127
• Lundberg, C., & Mossberg, L. (2008). Learning by sharing: waiters' and bartenders' experiences of service encounters. Journal of Foodservice, 19(1), 44-52. https://doi.org/10.1111/j.1745-4506.2007.00079.x
• Macdonald, C.L. & Merrill, D. (2009), Intersectionality in the emotional proletariat. A new lens on employment discrimination in service work. In M. Korczynski, and C.L. MacDonald, (Eds), Service Work: Critical Perspectives (pp. 113-33). Routledge.
• Magalhães, C., Araújo, A., & Andrés Marques, I. (2023). Hotel workers’ perceptions on soft and hard skills in Porto, Portugal. Journal of Human Resources in Hospitality & Tourism, 22(1), 49-70. https://doi.org/10.1080/15332845.2023.2126956
• Marinakou, E., & Giousmpasoglou, C. (2015). Stakeholders’ views on the development of a higher education hospitality program in Bahrain: Challenges and opportunities. Journal of Hospitality & Tourism Education, 27(2), 85-92. https://doi.org/10.1080/10963758.2015.1033104
• Marneros, S., Papageorgiou, G., & Efstathiades, A. (2020). Identifying key success competencies for the hospitality industry: The perspectives of professionals. Journal of Teaching in Travel & Tourism, 20(4), 237-261. https://doi.org/10.1080/15313220.2020.1745732
• Mínguez, C., Martínez-Hernández, C., & Yubero, C. (2021). Higher education and the sustainable tourism pedagogy: Are tourism students ready to lead change in the post pandemic era?. Journal of Hospitality, Leisure, Sport & Tourism Education, 29, 100329. https://doi.org/10.1016/j.jhlste.2021.100329
• Mooney, S., Robinson, R., Solnet, D., & Baum, T. (2022). Rethinking tourism’s definition, scope and future of sustainable work and employment: editorial for the Journal of Sustainable Tourism special issue on “locating workforce at the heart of sustainable tourism discourse”. Journal of Sustainable Tourism, 30(12), 1-19. https://doi.org/10.1080/09669582.2022.2078338
• Nickson, D., Warhurst, C., Cullen, A. M., & Watt, A. (2003). Bringing in the excluded? Aesthetic labour, skills and training in the 'new' economy. Journal of Education and Work, 16(2), 185-203. https://doi.org/10.1080/1363908032000070684
• Nyanjom, J., & Wilkins, H. (2016). The development of emotional labour skill in food and beverage practical training. Journal of Hospitality & Tourism Education, 28(4), 178-188. https://doi.org/10.1080/10963758.2016.1226847
• OECD (2019). OECD Future of Skills for 2030: OECD Learning Compass 2030. OECD Publication.
• Park, J., & Jeong, E. (2019). Service quality in tourism: A systematic literature review and keyword network analysis. Sustainability, 11(13), 3665. https://doi.org/10.3390/su11133665
• Reisinger, Y. (2009). International Tourism. Cultures and Behavior. Routledge
• Rivera Jr, D., & Lee, J. (2016). Does hospitality diversity education make a difference in undergraduate students’ emotional intelligence. Journal of Teaching in Travel & Tourism, 16(2), 143-159. https://doi.org/10.1080/15313220.2015.1122560
• Ricchiardi, P., & Emanuel, F. (2018). Soft skill assessment in higher education. Journal of Educational, Cultural and Psychological Studies (ECPS Journal), (18), 21-53. https://doi.org/10.7358/ecps-2018-018-ricc
• Rychen, D. S., & Salganik, L. H. (2003). Highlights from the OECD Project Definition and Selection Competencies: Theoretical and Conceptual Foundations (DeSeCo). (ED476359). OECD Publishing.
• Sanchez Puerta, M., Valerio, A., & Bernal, M.G. (2016). Taking Stock of Programs to Develop Socioemotional Skills: A Systematic Review of Program Evidence. The World Bank Group.
• Sariego López, I., & Mazarrasa Mowinckel, K. (2020). Key competences for cultural awareness and social skills in the tourist industry. Journal of Tourism and Heritage Research, 3(1), 469-488.
• Scott-Halsell, S. A., Saiprasert, W., & Yang, J. (2013). Emotional intelligence differences: Could culture be the culprit? Journal of Teaching in Travel & Tourism, 13(4), 339-353. https://doi.org/10.1080/15313220.2013.839301
• Shooter, W., Sibthorp, J., & Paisley, K. (2009). Outdoor leadership skills: A program perspective. Journal of Experiential Education, 32(1), 1-13. https://doi.org/10.1177/105382590903200102
• Singh, A., & Jaykumar, P. (2019). On the road to consensus: key soft skills required for youth employment in the service sector. Worldwide Hospitality and Tourism Themes, 11(1), 10-24. https://doi.org/10.1108/WHATT-10-2018-0066
• Sisson, L.G. & Adams, A.R. (2013). Essential Hospitality Management Competencies: The Importance of Soft Skills. Journal of Hospitality & Tourism Education, 25(3), 131-145. https://doi.org/10.1080/10963758.2013.826975
• Spowart, J. (2011). Hospitality students' competencies: Are they work Ready? Journal of Human Resources in Hospitality and Tourism, 10(2), 169-181. https://doi.org/10.1080/15332845.2011.536940
• Taylor, A. (2005). What employers look for: The skills debate and the fit with youth perceptions. Journal of Education and Work, 18(2), 201-218. https://doi.org/10.1080/13639080500085984
• Theriault, S., & Ljungren, R. (2022). Attending to each other: centering neurodivergent museum professionals in attentive facilitation. Journal of Museum Education, 47(2), 238-250. https://doi.org/10.1080/10598650.2022.2076200
• Tilea, M & Duta, O.A. (2015). Transversal Skills Development in Modern Teaching Practice. Pro-Bucharest University Press.
• Tracey, J. B. (2014). A review of human resources management research: The past 10 years and implications for moving forward. International Journal of Contemporary Hospitality Management, 26(5), 679-705. https://doi.org/10.1108/IJCHM-02-2014-0056
• Tsalikova I.K., Pakhotina S.V. (2019). Scientific research on the Issue of Soft Skills Development (Review of the Data in International Databases of Scopus, Web of Science). The Education and Science Journal, 21(8), 187-207. https://doi.org/10.17853/1994-5639-2019-7-187-207
• Tversky, A., & Kahneman, D. (1974). Judgment under uncertainty: Heuristics and biases. Science, 185(4157), 1124-1131. https://doi.org/10.1126/science.185.4157.1124
• Wang, Y. F., & Tsai, C. T. (2014). Employability of hospitality graduates: Student and industry perspectives. Journal of Hospitality & Tourism Education, 26(3), 125-135. https://doi.org/10.1080/10963758.2014.935221
• Weber, M. R., Crawford, A., & Dennison, D. (2012). North Carolina human resource professionals’ perceptions of soft skill competencies. Journal of Human Resources in Hospitality & Tourism, 11(3), 225-238. https://doi.org/10.1080/15332845.2012.668655
• Weber, M. R., Crawford, A., Lee, J., & Dennison, D. (2013). An exploratory analysis of soft skill competencies needed for the hospitality industry. Journal of Human Resources in Hospitality & Tourism, 12(4), 313-332. https://doi.org/10.1080/15332845.2013.790245
• Weber, M. R., Lee, J., & Crawford, A. (2020). A suggested best practice for enhancing performance of soft skills with entry-level hospitality managers. Anatolia, 31(1), 76-87. https://doi.org/10.1080/13032917.2019.1703770
• Weforum (2022) What are the EU’s fastest growing jobs now? And what will they be in the future? World Economic Forum Publication. https://www.weforum.org/agenda/2022/08/jobs-growing-economy-eu/ WTTC (2021). Staff Shortages. World Travel and Tourism Council publication. https://wttc.org/Portals/0/Documents/Reports/2021/WTTC-Staff-Shortages.pdf
• Zehrer, A., & Mössenlechner, C. (2009). Key competencies of tourism graduates: The employers' point of view. Journal of Teaching in Travel & Tourism, 9(3-4), 266-287. https://doi.org/10.1080/15313220903445215
• Zhou, L., Liu, J., & Liu, D. (2022). How does discrimination occur in hospitality and tourism services, and what shall we do? A critical literature review. International Journal of Contemporary Hospitality Management, 34(3), 1037-1061. https://doi.org/10.1108/IJCHM-07-2021-0849
• Zwane, F. N., Du Plessis, L., & Slabbert, E. (2014). Analysing employers’ expectations of employee skills in the South African tourism industry. SA Journal of Human Resource Management, 12(1) Art. #550. http://dx.doi.org/10.4102/sajhrm.v12i1.550