Knowledge Management Strategy and Human Capital Management in Hotel Industry

Nor Liza Abdullah, Rosmah Mat Isa, Rasidah Arshad, Noradiva Hamzah, Noor Azuan Hashim

Abstract


ABSTRACT

The present study explores the knowledge management strategy of Malaysian hotels in managing and leveraging their human capital. This study employs a case study approach, where interviews were conducted with human resource managers of seven hotels with different star ratings. Data are analyzed using NVivo and within and cross case analyses are performed to understand the different knowledge management strategies of Malaysian hotels to determine best practices in harnessing human capital in the hotel industry. The findings suggest that firms’ strategies are influenced by knowledge management and human capital management. The higher the rating of the hotels, the more likely the hotel is to adopt a knowledge management strategy based upon a human oriented strategy. This influences the innovativeness and creativeness of their human capital, which, in turn, increases the competitive advantage of the firms.

Keywords: Knowledge management; Strategy; Human capital; Case study; Hotel

ABSTRAK

Kajian ini meninjau strategi pengurusan pengetahuan dalam industri hotel di Malaysia dalam mengurus dan mengambil kelebihan dari modal insan. Kajian ini menggunakan pendekatan kajian kes yang mana temubual bersama pengurus sumber manusia di tujuh buah hotel yang mempunyai penarafan bintang berbeza. Data dianalisis menggunakan NVivo, yang mana kajian kes dalaman dan silang dijalankan untuk memahami strategi pengurusan pengetahuan yang berbeza di hotel-hotel di Malaysia. Ini bertujuan untuk memahami manfaat modal insan dalam membangunkan amalan terbaik. Hasil kajian menunjukkan bahawa strategi firma dipengaruhi oleh pengurusan pengetahuan dan pengurusan modal insan. Semakin tinggi penarafan hotel, semakin besar kemungkinan hotel menggunakan strategi pengurusan pengetahuan yang berorientasikan modal insan. Ini mempengaruhi inovasi dan kreativiti modal insan yang seterusnya akan meningkatkan kelebihan daya saing firma.

Kata kunci:Pengurusan pengetahuan; Strategi; Modal insan, Kajian kes, Hotel


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