Gestão de satisfação e fidelidade do cliente na hotelaria :um estudo sobre os fatores que influenciam a satisfação e a fidelidade do turista internacional no Brasil

The objective of this thesis was studying the factors which contribute to customer s satisfaction and loyalty, focusing the Norwegian model of satisfaction and loyalty of the consumer, applied in the sector of hotel services in Natal/RN, Brazil. The theoretical research was led through the concepts of service quality, customer satisfaction and loyalty, models of quality management systems, national index of customer s satisfaction and methods which evaluate the customer s satisfaction. The field research was carried through from December 1st of 2004 to 24 st, among 381 international tourists who had been housed in the hotels of Natal. The analyses of the data had been made through the descriptive statistics and analysis of multiple regression. The results had evidenced that the main precedents variables of satisfaction had been: hotel s room, staff friendliness, hotel restaurant food and price paid; these are factors which explained, in 56,0% the variation of satisfaction with hotels. In relation to the constructs which had influenced the tourist s loyalty, were founds: tourist s satisfaction, hotel image and affective commitment, which had explained 53.0% of the data variability. The complaint management resulted as a basic factor for the tourist s satisfaction and loyalty

Análise de necessidades de inglês para fins específicos em um curso de graduação em turismo

This study presents the results of a survey conducted in the area of English for Specific Purposes (ESP) in order to identify (1) the learning needs of students in a course in Tourism, their desires and lacks, at a federal university, with respect to use of English; (2) the needs of the present situation of teachers and the coordinator of that course as to the language; (3) the needs of the target situation of professionals (graduates) and companies with respect to this language. This research is a case study (STAKE, 1998; YIN, 2009) and was used for data collection, instruments such as questionnaires, semi-structured interviews, and document on the Tourism Course. To this end, it was adopted the theoretical basis for the constructs of English for Specific Purposes (ESP) Inglês para Fins Específicos (IFE) in Brazil, also known as Inglês Instrumental, whose foundation is based on the work by Hutchinson and Waters (1987), Robinson (1991), Dudley-Evans and St. John (1998), Celani, Deyes, Holmes, Scott (2006), among others, since this work is devoted to a specific area, Tourism. Results show that students opined the ability to prioritize reading and speaking into the classroom. Professionals reported that the latter is an indispensable tool for entering the labor market, yet they feel unprepared and need to attend English language courses in private language schools. The testimony of company executives also point to this deficiency. Finally, the present situation of teachers reveals that, while advocating the use of English in the classroom, this is not because students prefer their mother tongue. There is also an evident lack of needs analysis. Eventually, the coordinator said that there is some uncertainty as to the methodology, content and language skills worked, and the lack of interaction among teachers of English. It was concluded, therefore, it is important to conduct a needs analysis so that one can redesign a course that meets the different contextual needs: students, teachers, coordination, represented by the institutional needs, and the labor market

Comportamento e ecologia acústica da baleia jubarte (Megaptera novaeangliae) na região Nordeste do Brasil

The acoustic ecology concept involve the relation between the live organisms and their sound environment and is applied in the present work to study the context in which the humpback whale (Megaptera novaeangliae) singing behavior, known as the most complex display in the nature, occurred in the northeastern Brazilian coast, outside the core area of Abrolhos Bank, between 2005 and 2010.I analyze the singer male occurrence , their spatial distribution and probable relations with oceanographic features, such as depth, tide regimen and moon phases. I also describe the acoustic structure and temporal variation of the singing behavior, based on song frequency and time measurements outside the Abrolhos Bank, and further compare the song complexity, registered in the same period, between Abrolhos Bank (16°- 19° S, 37°- 39° W) and the adjacent North Coast, herein considered from Itacaré (14° S, 38° W) to Aracaju (11° S, 37° W). Additionally, I look for describe and analyze anthropogenic noise sources in the marine environment of the study area, produced by the oil industry as well as by the whale watching operation, relating their frequencies to the acoustic niche utilized by the humpbacks. The results indicated a great plasticity in the singing behavior, evidenced by the occurrence of singer males in diverse social structures, from solitary individuals to other groups, even containing females and calves, as well as by the diversity which compound the song, when compared between two regions inside the same breeding area, which present distinct oceanographic characteristics. The singer male distribution may be related with the continental shelf extent along the study area. The anthropogenic noise presented frequency range, amplitude and sound intensity in potential to interfere acoustically in the singing behavior of the species, may resulting in disturbance during the breeding season in the Brazilian coast. Implications about the obtained results in the humpback whale mating system are discussed. In this way, I pretend to contribute with the acoustic ecology subject and provide information to subsidize humpback whale conservation

Caracterização do repertório acústico do botocinza, sotalia guianensis, e impacto de embarcações no nordeste do brasil

The wide distribution along the Brazilian coast of specie Sotalia guianensis has been growing interest in searchers on the ecology of this species, addition to commercial interests by whalewatching. This work described the accoustic repertory of S. guianensis and their behavior associated and found if underwater noises affect this repertorie in Pipa-RN. It were analyzed 18:49h of recordings maked between april and june/2009. It were found 3258 whistles, 289 calls, 873 clicks and no gargle. The frequencies range of guiana dolphins was 1 a 48kHz and may be related to system response recorder and population s regionalization. The frequencies overlaps the noise made by motorboats, schooners and water bomb. The behavior travelling ocurred siletly in 72,58% and socialization presented no sound (56,4%) and presence of sound (43,6%). This great absence of sound may be relacioned to saving energy, probably because in this behaviors they can use physical and visual contacts. The foraging presented highest records of all class noise with 46,84% clicks, 33,84% whistles and 9,02% calls. All this sounds occurred differently in each behavior (travelling: x2 = 134,35 df = 3 p = 0,0001; foraging: x2 = 19,83 df = 3 p= 0,00018 and socialization x2 = 60,35 df = 3 p = 0,0001). It was possible to determine that underwater noise cause changes in the repertorie and does a considerable increase in whistle s number and reduce clicks. Also occurs changes in some whistles (FI: t=2,42, p=0,015; FF: t= -2,22, p=0,025), calls (FMI: t= -3,13, p=0,001; FMA: t= -3,49, p=0,0005; FD: t= -2,21, p=0,027; D: t=2,89, p=0,004) and clicks parameters (D: t= -3,85, p=0,0001; I: t= -5,32, p=0,0001) during presence of noise. These changes may be a strategy of these animals to win this sound barrier. We can not say which noise has more impact, ix however the water bomb seems to affect more the clicks and the motorboats seems to affect the others sounds. Little is know about auditive sensibility of this specie, but daily exposure to this noise may cause damage and this specie appears to have residence. The specie conservation is necessary because the population already seems to suffer damage as decrease in length of stay, number of individuals entering the inlet and the apparent diminution in the foragind during vessels presence and control standards and ambiental education can help. So, we can advance in knowledge about the ecology of this specie especially when it come to bioacoustics and their behaviors associated and reveals some of the impacts that the noise have brought to this population

Sensoriamento remoto na identificação do uso e ocupação da terra na área do projeto Conquista da Água, Ilha Solteira - SP, Brasil

A cidade de Ilha Solteira está propondo o projeto Conquista da Água, visando ao desenvolvimento sustentável do Município, a partir do turismo, da cultura e da ciência e tecnologia. Para atingir esse objetivo, os planejadores do meio físico-ambiental necessitam de dados que possam auxiliá-los na seleção dos melhores locais onde serão instalados as avenidas, o aeroporto e os demais espaços que comporão esse projeto. A elaboração do mapa de uso e cobertura do solo da área de interesse do projeto constitui um dos temas necessários ao banco de dados a ser utilizado pelos planejadores. Neste trabalho, é apresentado o estado de degradação dessa área, o que auxiliará na definição das estratégias de conservação ambiental.

Competitividade de destinos turísticos e o imperativo sustentável: avaliação de dimensões e atributos condicionantes no Pólo Costa das Dunas, RN, Brasil

Being available as a tourist destination is a necessary condition but not enough for the expansion and success of tourism activity. To be successful, tourism requires investment, inputs, appropriate planning and management, like any other economic activity. A fundamental goal of the destination management is to understand how the competitiveness of a tourist destination can be improved and sustained. Competitive position of tourism can be measured and assessed by various models. Evaluating the indicators of competitiveness of a tourist destination involves a multivariate analysis, ranging from issues directly related to tourism activity itself to the indirect factors. These are elements that are interrelated and that together will point out the competitive condition of this destination. From the definition and characterization of competitiveness, sustainability and management in the context of tourist destinations, understood as the main concepts of this study, we present the main theoretical and methodological models of assessment of competitiveness of tourist destinations in the literature and represent the state of the issue in the scientific treatment of the subject. These models, designed by researchers from several countries and applied in different tourist destinations, are confronted about their structure, indicators considered and localities in which they were applied. The aim of this study was to know and evaluate the condition of tourist competitiveness of the destination Pólo Costa das Dunas, from the constraints attributes of superior performance of the evaluation model of tourist competitiveness of destinations Competenible, suggested by Mazaro, and that suit the requirements of international market aware of the strength and importance of sustainability. The condition of competitiveness of tourist destination in Rio Grande do Norte Pólo Costa das Dunas was moderate. The competitive strengths and weaknesses of the destination Pólo Costa das Dunas revealed through the dozens of sustainable attributes of the model Competenible showed guidelines and initiatives that can be taken to guide strategic decisions related to their planning and management. Thus, this study should serve as support for strategic planning and long-term management of the sector and as a crucial tool for making decisions related to public policies, sectoral investments, monitor processes, strategic planning, direction and control of the local and regional tourism development of destinations

Geografia, turismo e meio ambiente: uma nova face do litoral dos municípios de Extremoz e Ceará-Mirim

La presente pesquisa contempla reflexiones referentes de la actividad turística en la organización socio-espacial en el litoral de las comarcas de Extremoz y Ceará-Mirim, región de la Grande Natal. Nuestro objetivo principal es el estudio de las transformaciones del espacio y de sus implicaciones socio-ambientales en curso en el proceso de producción del espacio turístico en el litoral de las referidas comarcas desde 1997 hasta 2007, momento de importancia publica-privada que, a partir del PRODETUR, tuvo la base para el incremento de las potencialidades turísticas. En este sentido, varias fueron las técnicas para una mejor compresión de las aspiraciones y de la percepción de los actores envueltos con la actividad turística (comerciantes, turistas, populación y poder publico local) para conocer cuales son sus consideraciones en cuanto a los cambios que proceden de la implantación de la actividad turística en el lugar, cuanto a la mejora de la calidad de vida, de la generación de empleo y de renta, comercialización, conservación, preservación del ambiente, cumplimiento de la legislación, afirmación cultural así como las acciones puestas en ejecución en las comarcas. Para tal necesidad, se buscó analizar los datos estadísticos a partir del uso de los cuestionarios con preguntas estructuradas y semi-abiertas como instrumento de colecta de información que les era correlacionada con la opinión de los actores locales de modo que podamos formar y entender los elementos básicos que son parte de los espacios turísticos en foco. Fueran utilizadas fotografías aéreas de las comarcas de Extremoz y Ceará-Mirim, provistas por el IDEMA, con la intención de percibir acerca de los cambios del espacio y las implicaciones socio-ambientales de la área en estudio. Concluimos en función de los resultados que el modelo de Turismo concebido por lo Brasil, estimulado y financiado por lo Gobierno Federal, está insertado en el contexto de la economía global y, por lo tanto, el Estado del Rio Grande del Norte, en específico los espacios litoraneos de las comarcas de Extremoz y Ceará-Mirim, que poseen características similares a este modelo, con sus particularidades, que si traduzca por la exclusión social, formas de apropiación privada de los espacios público y áreas de protección ambiental como las playas, las dunas y las lagunas, el desacato o no el cumplimiento de la legislación ambiental, aumento de las desigualdad de renta en una región que posee una problemática social grave y sin inversión, implantación de la infraestructura, ausencia de política pública local, donde los intereses económicos son prioridad delante de las aclamaciones populares. Se sugiere un repensar cuanto al modelo actual de desarrollo adoptado, que el planeamiento sea pautado en base a la participación integrada de los varios agentes implicados con la actividad turística, incluyendo en la medida del posible, las aspiraciones de la población local como precusoras de sus reales necesidades, donde esta acción interactiva contestará ciertamente en un esfuerzo significativo en la construcción de un nuevo paradigma, modelo del desarrollo sustentable, siendo posible superar gradualmente el incremento de la pobreza, de la exclusión y de los impactos ambientales, donde la calidad de vida sea factor fundamental

Planejamento e ordenamento territorial do turismo na região metropolitana de Natal-RN

This work entitled "Planning and Tourism Territorial Management in the Metropolitan Region of Natal-RN" analyzes the tourism and its relationship to (re) production of socio-territorial inequalities in the metropolitan region of Natal (RMNatal) to from the planning and territorial management of the activity. For both, the methodological procedures were undertaken from research held about of literature on tourism, planning and territorial management, surveying and public policy analysis of tourism in national and local as well as the construction of levels of integration and differentiation of metropolitan municipalities in relation to tourism. Besides the shortage of studies on this subject, this research has shown that public policies focused on this sector has come under a great fragility in regard to tourism planning in Brazil and in Rio Grande do Norte, causing the planning activity is a strong array of fragmentation and socio-territorial inequalities in RMNatal

Influência do arcabouço hidroestratigráfico nas ocorrências de arsênio em águas subterrâneas ao longo do corredor termal do rio Uruguai (Argentina - Brasil - Uruguai)

The Thermal Corridor of Uruguay River is located in the triple border of Argentine, Brazil and Uruguay, and shows an intense economic thermal tourism activity, mainly based on groundwaters from Guarani Aquifer System (GAS). Recent studies have pointed out the occurrence of high concentrations of arsenic (>10 μg/L) in GAS groundwater in this area. The complex geological and hydrogeological framework in the area is associated to the Paraná Basin geological evolution south of the Assuncion-Rio Grande Arch; it encompass paleozoic marine sequences and continental sequences permian/eotriassic to mesozoic in age, which are covered by basaltic lavas of Serra Geral Formation. Iron oxide coatings have been described in sandstones of Buena Vista and Sanga do Cabral formations, which underlie GAS units. Arsenic occurrence is associated to sodium bicarbonate groundwater with pH values over 8.0. Arsenic is released to groundwater by desorption from iron oxides/hydroxides, as result of the higher pH of these waters, indicating that arsenic is released from the units that underlie GAS units. Increase in chromium and uranium concentrations are also related to high pH groundwaters, thus indicating special care on using groundwater from this region.

Políticas e instituiçoes para desenvolvimento econômico territorial: o caso do Brasil

Incluye Bibliografía

Contribuições da geologia para o desenvolvimento sustentável do turismo no município da Estância Turística de Paraguaçu Paulista (SP)

Pós-graduação em Geociências e Meio Ambiente - IGCE

O lugar do turismo em Armação dos Búzios - RJ: ordenamento territorial e questões socioespaciais

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

O turismo religioso em Aparecida (SP): aspectos históricos, urbanos e o perfil dos romeiros

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

As relações políticas e econômicas entre Brasil e Espanha da transição democrática a nossos dias

Pós-graduação em Relações Internacionais (UNESP - UNICAMP - PUC-SP) - FFC

Diretrizes curriculares nacionais para o curso de turismo: análise de dois projetos políticos pedagógicos

Pós-graduação em Educação - FFC