Uso da internet no setor de hotelaria de Recife-PE

A Internet é uma tecnologia que revolucionou o mundo, criando novas formas de interação entre pessoas, organizações e negócios. O setor hoteleiro é um segmento que muito tem se beneficiado dos serviços suportados pela Internet. O objetivo do estudo é identificar os diferentes fatores que influenciam ao uso da Internet sob três dimensões: individual, organizacional e ambiental. Um modelo conceitual foi postulado contendo nove variáveis independentes sobre duas variáveis dependentes, relativas ao padrão de uso da Internet. Os dados foram coletados junto a 52 hotéis localizados no litoral do Recife – PE. O resultado da análise inferencial dos dados mostrou um padrão diferenciado de uso da Internet nos hotéis de pequeno, médio e grande porte e como os fatores acima descritos podem ser mais bem explorados a fim de se atingir um eficiente padrão de uso, aumentando suas posições competitivas. Baseadas na análise e resultados obtidos do estudo, são esboçadas algumas recomendações e implicações para futuras pesquisas. ABSTRACT:The Internet technology has revolutionized the world, creating new forms of interaction among people, organizations and businesses. The hotel sector has reaped many benefits from services supported by the Internet. The object of this study is to explore different factors that influence the adoption of the Internet in three areas: individual, organizational and environment. A conceptual framework was advanced containing nine independent variables and two dependent variables related to the usage of the Internet. Data was collected from 52 hotels located along the coast of Recife, PE, Brazil. Analysis of the data has demonstrated the Internet use in small, medium and large size hotels. Some attributes of the Internet usage could be better utilized by owners and managers in order to achieve a more efficient pattern of use, improving their competitive position. Based on the findings obtained from the study, some recommendations and implications for future research are advanced

Do tratamento das reclamações à gestão da insatisfação: o comportamento de empresas hoteleiras mediante a insatisfação de seus clientes

Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide significant opportunities for organizational learning. Starting from dissatisfied customer information, companies can detect service flaws and develop new products. This work presents the results of an investigation on the behavior of businesses belonging to the hotel sector in Natal, RN, through the dissatisfaction of their customers. We have sought to map the main problems presented by customers to hotels, in the perception of managers and employees, as well as to understand both the process of dissatisfactionrelated data collection, analysis, and processing, and the utilization of such information by businesses. Beyond this, we have compared the habits of organizations to the company reaction approaches described in the literature: Complaint Handling, Complaint Management, and Dissatisfaction Management. The used methodology has been based on case study. Data was collected via indepth interviews with managers and employees in six hotels, two independent ones and four belonging to national and international hotel networks. We have also made use of documents provided by the organizations, such as guest complaint registers and reports from satisfaction surveys on which content analysis was subsequently performed. The results of the investigation point to a high level of awareness in the companies concerning the importance of consumer dissatisfaction. Even though the maximum grade in the procedure scale is not achieved, it has been observed that answer to dissatisfaction is given in planned and systematic form, geared towards consumer satisfaction and improvement of products and processes. Hotel businesses still have to look into other possibilities for mapping consumer dissatisfaction, which implies, among other aspects, articulation with a range of public and private organizations in such a way as to guarantee sustainability of touristic activities in the long term