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

Cultura e clima organizacionais: um estudo multicasos em indústrias de laticínios do estado do Rio Grande do Norte

The objective of this study is to investigate if exist relationship between organizational culture and the organizational climate, having as research s locus three dairy industries in the Rio Grande do Norte State. As such, an exploratory-descriptive and conclusive-causal study, with a sample composed of 211 employees of all firms hierarchical levels was undertaken. By way the data collection, the employees personal characteristics, the predominant organizational culture profile and the predominant organizational climate in the industries researched were identified. In order to analyse the organizational culture, the Competing Value Model (CAMERON; QUINN, 2006), with adaptations by Santos (1998, 2000), was used. In order to analyse the organizational climate, the Organizational Climate Measurement Scale, proposed by Martins (et al., 2004, 2008), with modifications, was used. The data were submitted to quantitative statistical analyses, firstly to the set of firms and afterwards to the firms alone, that permitted arrival to the following conclusions: the cultural profiles was met in a balanced way in the researched organizations, with emphasis to clan culture and market culture profiles; the researched organizations have a good organizational climate, based in the Martins (2008) classification, with emphasis to boss and organization s support and physical comfort , being these factors coherent whit the clan culture profile; the personal variables are correlated with the cultural profiles and with the organizational climate factors, however, each organization show its singular form of relation; and the cultural profiles showed influence on organizational climate factors. Thus, the results permitted to conclude that there are relations between the cultural profiles and the organizational climate factors in the researched organizations

Cultura organizacional e desempenho dos colaboradores :um estudo exploratório no setor hoteleiro

This work focuses on the relationship between organizational culture and quality culture in the hotel sector of NATAL/RN with respect to employee performance. The themes organizational culture and quality have been the research focus of administration theorists and a constant concern of professional managers, since the Japanese demonstrated effective forms or western management. In this study, the Competing Values Model (C.V.M.) (Quinn e Cameron, 1996; Quinn, 1998; Santos, 1998, 2000; Teixeira, 2001), which was tested on north-American organizations and considered a high value academic and professional instrument, was applied. The model maps the organizational culture on a profile with four elements: clan, adhocracy, market and hierarchy. The C.V.M., associated with the taximetrics created by Cameron (which classifies quality culture in for levels: status quo, error detection, error prevention and perpetual creative quality) has been related with organizational performance. In this study, these two models are used jointly and tested in the hotel sector. The results indicate that the strongest element of the profile is clan, which is characterized by internal focus, participation and people involvement, followed by the adhocracy element, which has an external focus, emphasizes flexibility and is characterized by dynamic enterprising and creativity. Regarding the level of the culture s quality in the hotel, the highest level, that of perpetual improvement and creativity, which attempts to enchant and to surprise the clients, was most frequently cited, followed by the error detection level, which has as its goal to discover and correct mistakes, trying, consequently, to reduce waste. The results suggest that employee performance as measured on some indicators is related to elements of the organizational culture profile and quality level

O comprometimento no trabalho e o significado do trabalho :um estudo com os funcionários do Banco do Nordeste do Brasil S/A

The current study analyses the relation between commitment (focusing on organization, career and syndicate) and the meaning of the work for 123 employees from a bank of mixed economy, crowed in agencies located in the Northeast capitals and also in four capitals out of this region: Belo Horizonte-MG, Brasília-DF, Rio de Janeiro-RJ and São Paulo-SP. It explores the commitment variability in the work of participants, as well as the score combination in foci, generating the commitment patterns, having used as an instrument a questionnaire consisting: a reduced version of OCQ Organizational Commitment Questionnaire (09 items), which measures the organizational commitment; the reduced Gordon s Scale (10 items), which measures the syndicate commitment; and the Blau s Scale, which measures the commitment to the career/occupation. It speculates, likewise, the meaning of work variability to the sample, seeking for the value attributes (what work should be), descriptive attributes (what work is) and its hierarchy, for which the ISMT-Inventário do Significado e Motivação no Trabalho has been applied; the work centrality, for which two specific inquires were used. The answers were registered in data at SPSS-Statically Package for Social for Windows, and from this point the statistical analyses were accomplished. Eight commitments to work patterns and six from the meaning of work were identified (Cluster analyses). The relation between both constructs was confirmed, corroborating other studies

Ensino superior em Turismo: uma análise da relação dos cursos acadêmicos de Turismo da cidade do Natal-RN e o mercado de trabalho na percepção dos egressos dos anos de 2009 e 2010

The process of development of any area is closely linked to teaching and research, and in Tourism it is not different. Thus, in this area in which service is one of the factors intrinsically related to its success , it is observed the need for people with deep and critical training in the various aspects of this activity acting in this sector. However, we can see the existence of some differences between what is offered by the academy from what is required by the market. Therefore, the objective of this research is to verify the relationship between higher education in Tourism and labor market through the perception of the bachelor in this area, graduated in Natal-RN, since it is the tourismologist who makes the link between this two fields. To know the perception of these tourismologists, it was necessary to apply a questionnaire to those ones graduated in the years 2009 and 2010. In accordance with the aim of this study, this research was exploratory-descriptive. Related to the technical procedures, it was a documentary, literature and field research. To have it analyzed, some qualitative and quantitative techniques were applied according to our specific objectives and the types of data collected, such as: content analysis, factorial analysis to synthesize the information and identify the basic dimensions that represent the different variables studied, the standard deviation to verify the variation of the responses in some items and the correlation technique that allows the analysis of the relationship between two variables. In response to the objectives proposed here, we could finally conclude that: the syllabuses of these courses are too general and the graduates themselves consider them so. It was diagnosed that the graduates 1) are mostly female, 2) a very small part of them is working in the area that they are graduated in, and 3) not all of them receive satisfactory wages which contributes to having a negative view of their degree course. Moreover, the educational institution where they studied was not a decisive factor to get a job. It was still diagnosed that most part of them do not have positive perceptions when thinking about the future of their careers as bachelors in Tourism. Many of them, including, if it was possible to change something in their careers so far, they could have chosen another college degree. It was found that, although there is a negative perception about their professional future, almost half of them believe that the course met the needs of the market. However, those ones that are not working have a more positive point of view related to the applicability of higher education. On the other hand, the other ones who already worked in this area have a more negative perception about it and do not believe that the course meets the market's needs. In summary, this study allowed the understanding of the existence of some gaps that exist between higher education in Tourism and the market needs, professionally speaking, thus contributing to the spreading of ideas on that subject for teachers, researchers and the current and future students of the area.

Fatores de sucesso ou insucesso do turismo ambientalmente sustentável : percepção das autoridades públicas no pólo costa das dunas do Rio Grande do Norte

This study aims to compare the thermal performance of tiles made from recycled material (waste packaging cardboard with aluminized film) with the tiles of fiber and bitumen, fiber cement and red ceramic with the aim of verifying the suitability of tile to be used in hot and humid climate of low latitude. The samples were selected according to the availability from Natal RN market, as they are sold to the consumers. The methodology was based on studies that used experimental apparatus composed of thermal chambers heated by banks of incandescent bulbs, to analyze the thermal performance of materials. The tiles in the study were submitted to analysis of thermal performance, thermophysical properties and absorptance, using chambers of thermal performance, measuring the thermophysical properties and portable spectrometer, respectively. Comparative analysis of thermal performance between two samples of the recycled material with dimple sizes and different amounts of aluminum were made, in order to verify, if these characteristics had some interference on the thermal performance of them; the results showed no significant performance differences between the samples. The data obtained in chambers of thermal performance and confirmed by statistical analysis, showed, that the tile of recycled material have similar thermal performance to the tile of fiber cement. In addition to these tests was carried out the automatic monitoring of a building covered with tiles of recycled material, to verify its thermal performance in a real situation. The results showed that recycled shingles must be used with technical criteria similar to those used for fiber cement tiles, with regard to the heat gain into the building. Within these criteria should be taken into account local characteristics, especially in regions with hot and humid climate, and its use must be associated, according to the literature, to elements of thermal insulation and use of passive techniques such as vented attics, ceilings and right foot higher

Turismo, território e políticas públicas: uma análise do destino João Pessoa/PB

This study presents an approach to tourism activity from the perspective of the territory, analyzing the importance of the roles of the State and public policies for tourism development. Tourism in the northeastern region of Brazil begins to take its rise from the late 1970 through public policies, whose goal was to provide the necessary conditions for tourism development. The tourism public policies were the key elements in the production process of tourist territories in the region. In the state of Paraíba, the public authorities elected the coastline as the main attraction and the state capital, João Pessoa, as the locus for the tourism development, with the city receiving a series of public policies. In this context, this research aims to analyze the development process of three specific public policies for tourism development in João Pessoa: The (mega)Projeto Costa do Sol (1988), the PRODETUR/PB I and II (1997 e 2005) and the Plano Estratégico de Desenvolvimento do Turismo na Paraíba, the Plano Amanhecer (2000). This study was guided by the question that even having been contemplated by the tourism public policies, João Pessoa still remains in a peripheral position in the regional tourism market. The methodological procedures for this study were literature and documents research and semi-structured interviews with tourism public officials and representatives from local tourism trade. The research came to prove that the discontinuity between governmental administrations hampered the implementation process of the tourism public policies studied. It was observed that the implementation of tourism public policies in the long term depends on the interaction between governments, as well as the collective political will to develop tourism in Joao Pessoa