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

Responsabilidade social e competitividade :um estudo sobre a influência de práticas sociais na decisão de escolha de um destino turístico

The work objective was to investigate the influence of social practices social in the choise decision of a tourist destination. For in such a way, a survey with the aid of a questionnaire, was used as being the research instrument. The study used a simple random sample without replacement, due to elements of the population had a equal probability different of zero, to be selected for forming part of the sample. The used collection method of data was personal interview. The data was collected at Augusto Severo International Airport at the moment in which tourists were embarking in return to the residence place or another tourist destination. For determination of sample size, it was considered the tourist who had visited Natal in November and December, 2004, supplied by the Secretariat of Tourism in the RN. The sample for the research was of 403 people. Results showed that the interviewed express the existence of high level of competitiveness in the tourism industry. It was observed that 42.5% of the interviewed believes to exist a very aggressive competition, and 47.5% believed that the competition is aggressive in the tourism industry. 10.4% of the interviewed expressed much interest in knowing about social practices in the tourism industry and 2.8% had not presented any interest in knowing about social practices in the tourism industry. For the interviewed, the travel agency image is a significant item in the choice for a tourist package, because of 35.6% believed that this factor is very important in the choice. 5% of the interviewed only find that little important or that sometimes the travel agency image can be seen as s decisive factor in the tourist package choice

Fatores condicionantes da utilização da Internet na compra de serviços de viagens e turismo: estudo com turistas brasileiros em visita à Natal-RN

In today s global society, companies have become even more competitive with the abundance of information that prospective clients have available to them. This way the tourist services has appropriate the distribution using electronics ways as information for doing acquirement services. This work, shows the adopted provision of on-line tourist services does have suited apportionment for factors and buy decisions. The method used is a survey applied to the tourists, at international airport Augusto Severo, no matter why the visit reason to Natal city, at all, they were 210 people, being the chief variables evaluated the tourist perception of facility, utility, benefits, amenity and pleasure from the Internet s use, under the terms at the tourists experiences from the WEB about to acquisitions and researches. The results acquaint that the younger tourists or less experts tourists, in visit to Natal, demonstrated greater bias to the Internet s use than the other people. By the way women have a larger representation as a consumer from the WEB and finally, people along greater study tends to adopt. The work s contribution provides greater knowledge for the tourism executives about how might use the Internet, as well as bring forward a scene propitious for the on-line diffuseness service

Mercadores de sentidos: a comunicação de vendedores ambulantes com estrangeiros por meio da intercompreensão multilíngue

This paper aims, starting with the studies of languages in contact and communicative competence, to locate and describe the interlanguage, a linguistic phenomenon observed in the interaction between beach sellers and foreign tourists. We seek to discover whether those interacting use some kind of pidgin, or some code as a lingua franca. We also seek to identify the manner in which the features of communicative competence are presented by analyzing the various competences that composes it - linguistic, sociolinguistic, pragmatic and psycholinguistic. The analysis of speech acts, the maxims and conversational implicatures given in the corpus were important to verify whether those interacting were successful in their attempt at multilingual intercomprehension.

Análise da relação causal entre imagem de destinos, qualidade, satisfação e fidelidade: um estudo de acordo com a percepção do turista nacional no destino turístico Natal

This dissertation aims to analyze the causal relationship between the quality of tourist services, satisfaction with the attributes and globally, fidelity and image of tourist destinations. Therefore, it was conducted an exploratory, descriptive research with quantitative analytical approach. Data collection was performed by a questionnaire addressed to tourists at the Augusto Severo International Airport and Bus station of Natal, the main points of entry and exit of tourists. The composition was simple random sampling by reaching the final number of 400 tourists interviewed. Among the main results, is an assessment of the quality of the components of the destination. It was noted that nine are the dimensions of perceived quality of tourism products and services of ―Sun and Sand‖ segment, that is, Beaches and Facilities, Public Equipment, Catering Services, Transportation, Hotel Equipment, Hotel Services, Entertainment & Attractions, Access to the Hotel and Hospitality. Moreover, it was concluded that the Preview Tourism Destination Image has little direct influence in the Consumer Satisfaction, and only indirectly in the Post-Purchase Behavior. While the Complex Tourism Destination Image exerts strong and direct influence on both factors, in the Customer Satisfaction Process and Loyalty, the dimensions of quality also claimed to be strongly influences both factors

Lazer e urbanização: a dinâmica do setor de serviços no litoral de Parnamirim e Nísia Floresta - RN

The research here undertaken analyzes the process of urbanization on the coast of Panamirim - RN and Nísia Floresta - RN, arising from leisure, the main leisure expression was considered the second residence and coastal tourism. The leisure promoted the growth of businesses and public and private services to meet consumer demand in that area, which initially occurred with users of second home, and which also gradually begin to occupy the coastline of these municipalities in 1980 and more recently with the development of tourism in the 1990s until now. To undertake such an analysis, we did the georeferencing about the trade and also public and private services of that coast, characterizing them; evaluated the extent to which services deployed in this area meets the demands of tourists and users of second residence; it was also identified how the centrality of Natal interferes in the expansion of services in these locations. The spatial area of research includes the coastal municipalities of Parnamirim and Nísia Floresta, considering the limits of the census of the Instituto Brasileiro de Geografia e Estatística- IBGE, and about the time frame, it was considered the 1990s to the present day. The methodology consists of: 1. survey and reading of the literature related to the researched topic, serving as the theoretical analysis in the construction of the object studied; 2. collection and organization of secondary data by the IBGE and tourism sectors of the State of Rio Grande do Norte, Natal and main municipalities of the research; 3. Questionnaires and / or interviews with the traders, service providers, tourists, users of second homes, local residents, and government. The analysis of such data collected allowed the preparation of graphs, maps and tables that illustrate the results obtained in the research field, basing so the study. The relevance of the study is shown by the extensive survey data involving agents of the research, including tourists, users of second homes and, above all, the data for the service sector that did not exist in the analyzed area. The study results identified in the area analyzed the emergence of three new centers, arising from the urbanization process from leisure, one of them located in the municipality of Nísia Foresta Beach in Barra de Tabatinga, and two in Parnamirim, more specifically in locality Pium and Beach Pirangi do Norte. It was further observed that, being located in tourist areas, the main feature of these new centers is seasonality

Atratividade cultural e potencialidade turística: análise do evento Auto de Natal (Natal RN)

Inserted in the schedule for Christmas celebration in the city of Natal, capital of the state of Rio Grande do Norte, Brazil, the spectacle so called Auto de Natal mixes the Christmas story of Jesus birth with cultural and natural heritage of the state, making possible the integration of professionals from various fields, such as: literature, theater, dance and music. Important for local identity, Auto de Natal integrates elements of intangible heritage in the state. In this context, the research analyzed the perceptions of those who were involved in the production, presentation and organization of the event, planned to be culturally attractive to tourism. For this, it was used the descriptive and exploratory method, making use of documental, bibliographic and field researches. It was applied qualitative techniques to the interpretation of the interviews, while it was applied quantitative techniques to analyze the questionnaires. The research has discovered that Auto de Natal has the potential to add value to Cultural Tourism, diversifying the tourism product. The research has also observed that most of the respondents recognized Auto de Natal as intangible heritage, and concluded that the Christmas theme, which is alluding to the nomenclature of destiny, needs to be well-done to attract more tourists to experience the Natal in Natal

Descobrindo novas ofertas: recursos histórico-culturais e oportunidades de inovação em turismo para a região do Marco/RN

Having as reference the fundamentals of regional innovation systems (RIS) and the policy guidelines defined in the regionalization program implemented by the federal government, this study focus on the analysis of the so-called "Landmark Region", northern coast of Polo Costa das Dunas-RN, in order to indicate how the historical and cultural resources can support innovation in the tourism of the region, represented here by the cities of Pedra Grande and São Miguel do Gostoso. This is a descriptive research, using qualitative methods of data collection and analysis, configuring, still, as a case study. Data were gathered from literature, documents, semi-structured interviews and mainly by participant observation methods. The results show a great diversity of cultural resources in the region, both material and immaterial, which however are disarticulated, and need to be worked in order to be included in the tourism productive chain. The main opportunity for innovation regards the return of the Landmark to the region, an invaluable monument, with the construction of a memorial. Taking in account the relevance of the monument and the growth of the region, we conclude that the return of the Landmark to its place of origin, in conjunction with other cultural resources, could attract a flow of cultural tourists. This fact could be, as the theory suggests, characterized as market or niche innovation, as the region is dominated by the sun and sea and wind sports tourism

Turismo e pobreza: percepções dos guias de turismo, moradores e não moradores que trabalham na favela da Rocinha Rio de Janeiro

This project refers to a study somewhat controversial , as in focusing less recognized and valued hand, although the dynamics of tourism pass to take another view , you can not beforehand consider favorable or unfavorable . Analyzes the phenomenon related to conception or perception of poverty from tourism residents and non residents of the Favela of Rocinha in Rio de Janeiro tourist guides . It is a subject to an object of research somewhat controversial , but about which there is already an academic and scientific concern and deserves an investigator look. Fits as a qualitative study whose methodological procedure based on interviews and participant observation , and the geographic divisions chosen the Rocinha slum , for its expressiveness and for being a pioneer in this type of tourism , had to conducting fieldwork lasting six months, which was accompanied by at least four hours walking work of sixteen tour guides, eight residents and eight non- residents in the community, working for different travel agencies and tourism. End of each tour, all tour guides answered a semi-structured questionnaire, containing nineteen questions. Most respondents tour guides authorized record interview, which has made it possible to analyze the speech through spoken language. In tourism, foreign tourists are the main target, although rarely also count with the participation of domestic tourists. Notes that the relationship between poverty and slums, from the perceptions of tourist guides residents better reflects the reality of favela residents compared with non residents guides, since they fully know all the intricacies and better the difficulties they have endured and still go, when it comes to the issue of stigmatization respect, by which has suffered by Brazilian society, in relation to live in slums, and have your dwelling place as a tourist attraction. While presenting the social reality of Rocinha consistently during his work, the non residents guides worry about being as natural as possible with tourists as much as the locals show slum, in the same way they avoid authorize tourists to take compromising photos and that will expose the intimacy of community residents . Concludes that, while recognizing the importance of elevation to the rank of tourist attraction and its promising prospects, requires attention and priority, given the greater precariousness of the human condition in relation to the prime areas in which it operates tourism should be a vector of development, not a masking of reality

Análise da atividade turística desenvolvida na área de proteção ambiental dos Recifes de Corais RN

The protected areas are created for conservation to nature. The way they associate with the communities and visitors are essential to its objectives are achieved. This study aims to analyze how tourism is developed in the. The Recifes dos Corais Protected Area (APARC) through the identification of the image that tourists and residents have with respect to Parracho of Maracajaú and knowledge of the factors that contribute to a satisfactory visit of tourists. For this was an exploratorydescriptive study with quali-quantitative approach, with 236 tourists and 70 residents of the district of Maracajaú, using questionnaires and interviews. Data analysis techniques were used and percentage of arithmetic, factor analysis and content analysis. The results showed that the importance and significance attributed by residents to Parracho related to economic gains. Information on the APARC and on their standards are not done efficiently and contribute to negatively impact the site. The profile of tourists is not the most appropriate for a protected area. The dimensions of satisfaction to the tourists demonstrated the need for actions to be undertaken by the administration of APARC. Conclude that the image that the residents and tourists have of APARC is not conducive to the image of a protected areas. The tourists are satisfied with the tour in APARC, however, the dimensions of satisfaction are not consistent with the conservation of the site

Protozoários de vida livre em dois trechos da bacia hidrográfica do rio pirangi (RN): relações com a educação em ciências e preservação

The vast hidric wealth of Brazil gets its watersheds more susceptible to impacts that compromise the water quality, affecting the ecosystem stability of aquatic environments. The decrease in the quality of water resources also results in a decrease of its multiple uses, especially in tourist areas of the coast, where the continuous flow of people to these sites increases even further the probability of inappropriate behavior of both tourists and local residents. Studies regarding the microbiological communities are still scarce, especially on the free-living protozoa that play unique roles in the food chain of aquatic ecosystems. Due to the large role played by this group of microorganisms in aquatic environments, the present study aimed at identifying the genus and species of free-living protozoa present in two sections of the Pium River, east coast of Rio Grande do Norte, making an association between the its occurrence and trophic conditions of the environment in which they are, also checking the bioindicator capacity of these organisms in water quality. It also aimed to conduct a survey with students to identify the main difficulties regarding the knowledge of free-living protozoa and hydric transmission diseases in two public schools near the river studied in the Pium district, county of Parnamirim. The survey was analyzed by means of questionnaires at both schools. Students identified several activities developed Pium river, highlighting its multifunctionality and importance to the region. A total of 76 taxa of free-living protozoa was recorded, of these, 33 were ciliates, 19 flagellates and 24 sarcodia. The spatial and temporal patterns of these organisms to both points studied revealed the bioindicator potentiality of some effective species identified. However, knowledge about the free-living protozoa proved quite lagged, presenting misconceptions that show them as pathogenic organisms exclusively, totally disregarding their ecological role. In order to remedy the flaws existing in students in relation to the functional role of protozoa, workshops were planned on these microorganisms while also addressing issues related to hydric transmission diseases through lectures, recreational activities and interactive presentations. These practical activities of Science Education had the goal of bringing students the context of local water resources, aiming to promote a greater clarification regarding of the functional role of free-living protozoa in aquatic environments

Segregação socioespacial e turismo: estudo da representação fílmica criada pelos turistas e residentes sobre Natal Rio Grande do Norte

This study emerges and develops, from a note by Italo Calvino, who in his novel Invisible Cities advised to avoid saying "that sometimes different cities follow on the same site and with the same name, born and die without knowing, without communication among itself ". The research with a transdisciplinary work ( using elements of sociology, anthropology, geography and communication) made a reflection about segregation and tourism: poverty-richness, center-periphery, tradition- spectaclezation , the visitor-visited maping the touristic circuit and discussing about the phenomenon on the real city and touristic place: Natal and the "Sun City" - Rio Grande do Norte, studying videos produced by residents (documentary) and tourists ( posted on the Internet). Doing a comparative analysis between the realities of these two subjects (resident and tourist), the research found few similarities, many differences on the urban experience, with the existence of two distinct realities (tourist region X the periphery region). Based on theory of phenomenology, social representation, and using content analysis of film, it was noted that promotes to the visitor a trip segmented and disintegrated to daily life, culture and contact with the resident. Resident that, in largely part, lives in a unattended area, with no prospect of life (represented by Novo Horizonte Community). The confinement and segregation occurs even in his moments of leisure and cultural expressions (represented by Redinha‟s Beach), because the private an public leisure areas of tourism indirectly prevent access by people who can not contribute to the consumption on this places. This papper concluded that the tourism in Natal is an activity-phenomenon that directs and focuses on public investments for infrastructure tourist region (Ponta Negra Beach), in detriment of the poorest and periphery areas of the city

Fotografia e marketing: uma análise dos atrativos turísticos da cidade de João Pessoa-PB

Photography is a resourse of the most used and effective marketing, besides being an polysemic art, boundless sense; this allows for different readings. Nevertheless, there are those who, through the control and supervision, try to organize its meaning, such as the marketing companies. Others, such as artists, are the responsibility of the observers to give their work some understanding. Resorting a photographic iconography of the tourist attractions of the city of João Pessoa in Brazil from 2005 to 2010. This survey selected images published in catalogs supported by the Fundo de Incentivo a Cultura (FIC) and the Empresa Paraibana de Turismo (PBTUR). The central idea of this qualitative research is the assumption that, in general, tourists crave, even unconsciously, a reality of a tourist attraction motivated by photographic image conveyed the travel market, meanwhile, emphasizes that the art market, the same attraction is exposed and uncovered. Thus it is argued, by photos, such as environmental and sociocultural characteristics are commodified by these organs that have different purposes is not exclusive, given that the FIC supports art and PBTUR sponsors the tourism. Beyond the iconography used for cataloging and photographic analysis, interviews were conducted by the method of visual narratives in ordes to approximate the data with the view of tourists and photographers. In that resulted in a refletion on the current imagistic process involving the release of the tourist destinations in order to be allowed on a critical reading of photographic production and market resources to marketing and promoting the art of the city. It was observed that both the art and photography marketing acquire different symbolic values with respect to their markets promoted by the catalogs analyzed.

Análise de risco à erosão costeira na região de Tibau do Sul/RN através de mapeamento geoambiental e análise morfodinâmica

The research area is located on the county of Tibau do Sul, in the east coast of Rio Grande do Norte State, about 80km south of the capital Natal. The tourism represents the main income activity and Pipa beach is the most visited beach in the city, annually receives a large influx of domestic and foreign tourists. Some recent studies have reported the occurrence of coastal erosion in this littoral, being the main objective of the research, analyze the existing coastal erosion, through two methodologies, the geoenvironmental mapping and beach morphodynamics. The geoenvironmental mapping was done from oblique aerial photographs and field visits, which sought to carry out first the geomorphological mapping, with the purpose of analyzing features that suggest susceptible areas to erosion, as areas without protection of natural dunes, marine terraces, or sandstones (beach-rocks and ferruginous sandstones), areas with the presence of gullies and stretches where the sea-cliffs were in direct contact with the action of the sea, representing the beginning of the beach profile. In the morphodynamic study sought to carry out the survey of the physical and morphological characteristics, the analysis of sediment grain of the beaches and finally the analysis of the morphodynamic parameters to generate a table of risk to erosion by sector of the beach. The morphodynamic parameters were defined by the methodology proposed by Short (2006), in which considers different patterns of dynamism on beaches with characteristics favorable and unfavorable to erosive profiles. The maps indicated different levels of risk to the segments of the beaches analyzed, suggesting risk to erosion low and low to moderate only in areas north and northwest of the beaches of Madeiro and Curral, and levels of moderate and high risk sectors in the south and southeast of these beaches . The beach of Pipa showed moderate levels of risk and moderate to high at the ends and high risk to erosion in the central portion. The study of the coastal environment, its morphological evolution, and areas with problems of erosion, are of fundamental importance to assist coastal management policies, giving grants for planning activities undertaken in these regions

Os farofeiros em excursão nas lagoas de Arituba, Boágua e Carcará (Nísia Floresta/RN): análise de uma outra face do turismo potiguar

This thesis analyzes another side of Potiguar tourism , the unplanned side, neglected and kept out of touristic activities: excursionism, a leisure practice enjoyed by tourists with low consumer power, and who are commonly referred by the pejorative term farofeiros (picnic lovers). The geographic research sites considered for this study include Arituba, Boágua and Carcará lakes in Nísia Florest, Rio Grande do Norte, where on Sundays and holidays the arrival of hundreds of excursionists, from around the metropolitan region of Natal, from surrounding municipalities, and neighboring States, such as Paraíba and Pernambuco, can be observed. The objective of this study is to analyze the appropriation of the physical site by the practice of excursionism, focusing on its relation to other social agents that also appropriate a designated touristic area. The theoretical discussion considers the use of the space by the touristic leisure practice and the appropriation by distinct social agents, using categories of analysis, such as, production of the space, territory and leisure. The field work was completed with interviews and questionnaires administered to excursionists, excursion organizers, local merchants, representatives of the public setor from the municipalities, and professional dune buggy drivers; besides this, photos, informal dialogue and field observations were important methodological instruments used. From the data, statistical analysis and the development of thematic maps demonstrating the established flux between excursionists and the segregated activity were done. With this research, one can affirm that the practice of excursionism is neglected by the public sector, contrary to the intention of the hegemonic agent‟s intentionality present in this touristic territory which aim at the development of a lucrative activity, geared toward tourists with greater spending power. This ignored and neglected faction of Potiguar tourism is considered poor or dirty , and generate conflicts among the distinct social agents: tourists, the market and the public sector, simultaneously peaking interest, which is then appropriated by the informal sector and formal economy. Excursionism is an expressive phenomenon, a socially relevant practice, enjoyed by citizens of the working class who, in order to have a day of leisure, use alternative consumer practices and subvert various strategies of segregation that are imposed within these tourist areas, behavior that, in part, justifies the nickname, picnic lovers , given to these tourists