Vol. 36 (2026): Volumen 36
Artículos de investigación

La interacción hombre-máquina desde la teoría sociotécnica en el contexto del sector servicios

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  • Sergio Madero Gómez,
  • Oscar Iván Vásquez Rivera
Sergio Madero Gómez Departamento de Gestión y Liderazgo, Tecnologico de Monterrey

Biografía
Oscar Iván Vásquez Rivera Universidad Complutense de Madrid

Publicado 2026-09-09

Derechos de autor 2026 Sergio Madero Gómez, Oscar Iván Vásquez Rivera

Creative Commons License

Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-SinDerivadas 4.0.

Cómo citar

Madero Gómez, S., & Vásquez Rivera, O. I. (2026). La interacción hombre-máquina desde la teoría sociotécnica en el contexto del sector servicios. Acta Universitaria, 36. https://doi.org/10.15174/au.2026.4826

Resumen

En este artículo se analiza la interacción entre humanos y tecnologías digitales en el sector servicios, desde el enfoque de la teoría de sistemas sociotécnicos. A partir de un enfoque metodológico cualitativo se realizó un análisis de una encuesta aplicadas a 46 trabajadores, en la que se examinan tres ejes: la adopción técnica, el rendimiento del sistema sociotécnico y la percepción social frente al uso de tecnologías como la inteligencia artificial y la automatización. Los hallazgos evidencian que el impacto de la tecnología depende de su integración con las dinámicas humanas, culturales y organizacionales. Se identifican tanto beneficios operativos como tensiones adaptativas, especialmente en procesos de robotización y cambio generacional. Finalmente, se plantean recomendaciones para una transformación digital más equilibrada, inclusiva y sostenible, incluyendo la exploración futura de encuestas dirigidas a inteligencias artificiales corporativas.

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