Cultura organizacional e qualidade dos serviços turísticos :um estudo no setor de restaurantes

The present study seeks to describe the features and peculiarities of the relationship between organizational culture and the quality of tourism services, specifically in the restaurant sector, attempting to contribute toward maintaining the tourism sector of the city of Natal/RN. Thus, a descriptive and correlational study, with qualitative and quantitative approaches, of thirty-seven restaurants that are located in areas that compose the tourism corridor of Natal was undertaken. To collect the quantitative dada, the Organizational Culture Evaluation instrument of Cameron and Quinn (2006) was applied and the SERVPERF instrument of Cronin and Taylor (1992) was used to measure the quality of the services. The results suggest that the Clan and Innovation Cultures are associated with better levels of quality of services than those of the Market and Hierarchy Cultures. The relationships that were identified in this study are consistent with results found in other studies and the information reported here can serve as a basis for managers of the restaurant sector to reach excellence in their services, satisfying their customers and contributing to maintaining the tourism sector

Avaliação da Política de Segurança Alimentar no Estado do Rio Grande do Norte viabilizada através dos Restaurantes Populares no aspecto de qualidade higiênico-sanitária

This survey has to general objective to evaluate the Food Safety Policy implemented by Restaurantes Populares do Rio Grande do Norte. The survey is qualitative of type exploratory and descriptive. The universe of survey is all Units of Food and Nutrition (UAN) of the Restaurantes Populares do Rio Grande do Norte. To collects of data were used two instruments: interview and form. The interviews were intended to analyze the four axes of the Food Safety: access, food quality, production and marketing of food and organizational arrangement. The form was used to check the quality of nutrition and sanitary-hygienic food served. We used two types of forms: a spreadsheet with the weekly menu and the portions served to verify that the meals serve the nutritional needs proposed by the program; and the check-list of ANVISA to verify the sanitary-hygienic conditions in each unit. Through the survey data and analyses made observe that the access category have some problems such as lack of registration, lack of advertising of Restaurants and wastage of public resources, making policy that should be of included in a policy of exclusion. In the nutritional aspect there is neglect on the daily nutritional goal, because it is not accomplished nutritional analysis of menu offered, the nutritionists do not know what should be the nutritional value of meals served; in the hygienic-health aspect trough the problems identified is concludes that there is no guarantee of food quality hygienic-sanitary, committing the program as a Food Safety Program. About the production and marketing of food is observed some problems as: the goal of sale of meals is not achieved in full, the purchase of genres does not stimulate the local economy, nor generates jobs and income, and inefficient performance of the MEIOS's supervision. In the analysis of organizational arrangement is concluded that the partnerships are beneficial, despite some negative points, therefore, are these partnerships the problems of non-compliance, as both the MEIOS and Nutriti of important criteria established in the partnership. Therefore, it is understood that the Programa Restaurantes Populares in its original formulation is proposed to be a food safety policy, but has some problems that impossible to meet its goal, making it unprofitable like Food Safety Policy

Avaliação de desempenho na perspectiva do balanced scorecard :um estudo da dimensão do aprendizado e crescimento nos restaurantes de Natal

This work treats of a field research in restaurants of Natal. The principal objective of the research was to verify the companies they would be using some type of acting evaluation with base in no-financial perspectives, that if they assimilated to Balanced Scorecard proposal, in the dimension of the Learning and Growth. In the statistical treatment, the descriptive analysis was accomplished with part of the Descriptive Statistics. The crossed analysis was made with Cluster Analysis employment. It was reached the conclusion that would not be careful to affirm the exact percentile of the ones that they use them referred practices, because there is not an uniform use on the part of the establishments. It is admitted that, even in an informal way, intentionally or not, partly, the companies are been worth of some investigated methods. It is also concluded that the adoption of instruments of that nature can take the companies they advance her/it in competitiveness, strengthening to your continuity possibilities and of growth. The word-key of this healthy work Balanced Scorecard, Knowledge Organizacional, Evaluation of Acting, Strategy and Competitiveness

PERFIS ESTRATÉGICOS E PERCEPÇÃO DA QUALIDADE: um estudo nos restaurantes da rota turística de Natal-RN

This work is a study of strategic management of catering establishments in the tourist route from Natal, through the study of the strategic profile of the manager and the level of satisfaction with the quality of services offered. Identifies the strategic profile prevalent in the studied sector, measures the level of customer satisfaction with services and associate the two constructs to distinguish the services of strategic profile. Uses population of 33 restaurants, built for convenience, from a list composed establishments associated with the Brazilian Association of Bars and Restaurants - ABRASEL, Veja magazine Christmas food and drink 2011/2012 and information from the natives. It presents statistical methodology used for descriptive bivariate analysis complemented by quantitative data. The quantitative characteristics of the population shows non-normality checked by the Shapiro-Wilks. Used the Kruskal-Wallis test for the realization of the association of variables and the Mann-Whitney test to perform post-test. It shows the strategic profile prevalent in the sector of restoration in Natal is the analyzer, although other types were detected. Notes that the level of satisfaction with the quality of service is getting a high score approximately 5 points in a 6-point Likert scale. Demonstrates that the client can tell the quality of services between the different strategic profiles. Identifies distinction between services provided by prospector profile compared to other profiles, indicating the size as the tangible aspects that presents noticeable difference. Certifies that these variables affect the environment of the restaurant in the building of strategic profile and reflect on the service provided. Concludes that the quality of services provided by catering establishments is influenced by the type of establishment and strategic profile of the study of this relation to establishments offering development opportunities and improving the quality of their services