Human Capital Management in Tourism SMEs from a Cyber-Systemic Approach

This article presents an approach to the problem that small and medium-sized Mexican lodging enterprises face regarding their ability to adapt to changes in their context. Therefore, these organisations depend on their human capital to develop competitive advantages; however, their management is deficient, which makes their operations and their permanence in the market vulnerable. In this context, the management process of people is essential to encourage equilibrium within the organisation. Nevertheless, the literature review did not show any systemic models that are specific to these types of companies. The System of Systems Methodology supports this work; therefore, the Soft Systems Methodology is used to structure the problem and its components to propose a construct and outline a solution. The relevant systems of the construct are operationalised, and an analytical hierarchy process is used to make a comparison. Consistency values greater than 90% were obtained. This means that the model is congruent with the environment in which the mentioned organisations operate. Once the construct is validated, changes in the relationships of the studied companies are proposed based on the viable system model and the incorporation of cyber-systemic tenants that, together, contribute to solving the identified pathologies.