When job dissatisfaction leads to customer-oriented citizenship behaviors

This thesis places boundary conditions on the withdrawal model in the frontline setting of service organizations by considering continuance commitment and supervisory support as moderators of the relationship between job dissatisfaction and customer-oriented citizenship behaviors (COCBs). Departing from traditional research in the areas of the service-profit chain and employee withdrawal, the author advances our understanding of conditions that may lead frontline service employees who are dissatisfied to deposit COCBs into the organizational system. Specifically, based on principles derived from social exchange theory, high continuance commitment and high supervisory support are expected to lead to COCBs, because under this condition the benefits of performing such behaviors are increased (i.e., promotion-based, reciprocity-based), while the costs are decreased (i.e., opportunity costs). Utilizing a sample of 127 frontline employees from both the financial services and travel agency industries, the hypothesized relationships are empirically supported using moderated hierarchical regression analysis. To conclude discussion, implications of the results for both academics and p

Social Media- A relevant tool for tourism and hospitality marketing

Tourism is an industry which is heavily dependent on marketing. Mouth to mouth communication has played a major role in shaping a number of destinations.This is particularly true in modern parlance.This is social networking phenomenon which is fast spreading over the internet .Many sites provide visitors a lot of freedom to express their views.Promotion of a destination depends lot on conversation and exchange of information over these social networks.This paper analyses the social networking sites their contribution to marketing tourism and hoapitality .The negetive impacts phenomena are also discussed

Estudios empíricos de perdurabilidad : empresas saludables. Caso grupo Aviatur

El estudio de la perdurabilidad empresarial es un tema de gran interés para el mundo de la Administración debido a que muestra cómo y qué hacen las empresas que sobreviven y se mantienen en el tiempo, objetivo que forma parte de cualquier organización. La siguiente investigación pretende hacer un acercamiento a este tema a través de un estudio del caso del Grupo Aviatur, una de los más reconocidos, prestigiosos y longevos, en el mercado de las agencias de viajes de Colombia. Tratando de establecer que patrones o estrategias de gestión y dirección ha seguido, la empresa y su presidente, para conservarse y perdurar a través de los años. El estudio no solo muestra la organización, sino que desarrolla una comparación con dos modelos de perdurabilidad anteriormente propuestos en investigaciones de la Facultad de Administración de la Universidad del Rosario, por una parte el modelo de los 13 Indicadores de Perdurabilidad empresarial (Rosario, 2009) y por otra, un Indicador de la perdurabilidad cuantitativo (Rivera, Guzmán, Cadena, Beltrán, & Méndez, 2006) Estableciendo así, cuál es el modelo de la empresa, que tiene en común con los otros dos y que lecciones se pueden aprender de la misma.

Quais as motivações da classe C brasileira no consumo de turismo? - análise de caso da agência VRM Turismo

Estudo do comportamento de compra e consumo de turismo dos moradores da Rocinha, baseado no método de entrevistas em profundidade. Arcabouço teórico: fatores "push" e "pull" (Crompton, 1979; Dann, 1981) e tipologias de Plog (1977).

Modelagem da decisão por pacotes de viagem: um estudo usando processo de hierarquia analítica AHP

The objective of this dissertation is to propose a Multi Criteria Decision Aid Model to be used by the costumers of the travel agencies and help them to choose the best package travel. The main objective is to contribute for the simplification of the travel package decision choice from the identification of the models of values and preference of the customers and applying them to the existing package. It is used the Analytic Hierarchy Process (AHP) method to structuralize a decision hierarchic model composed by six criteria (package cost, hotel category, security of the city, travel time, direct flight and position in ranking of the 10 most visited destination) and five real alternatives of packages for a holiday of three days created from travel agency data. The decision analysis was realized for the choice of a travel package by a group composed by two couples that regularly travels together, to which was asked to do a pairwise judgment of the criteria and the alternatives. The mains results show that, although been a group that travels together, there are different models of values in the weights of the criteria and a certain convergence in the scales of preferences of the alternatives in the criteria. It was not pointed a dominant alternative for all the members of the group separately, but an analysis of a total utility of the group shows a classification and an order of the travel packages and an alternative clearly in front of the others. The sensitivity analysis revels that there are changes in the ranking, but the two alternatives best classified in the normal analysis are the same ones in the sensitivity analysis, although with the positions changed. The analysis also led to a simplification of the process with the exclusion of alternatives dominated for the others ones. As main conclusion, it is evaluated that the model and method suggested allow a simplification of the decision process in the choice of travel packages

Estratégia ambiental e agências de viagens e turismo :um estudo sobre a importância de práticas ambientais na escolha de um pacote turístico

The objective of the work was to investigate, from the vision of travel agents, the importance of environmental practices as a decision factor in the purchase of a tourist package. For in such a way, it was established as target population, the travel agencies and tourism linked to he Brazilian Association of Travel agencies ABAV, hearing the Brazilian travel agents that exerted the function in Natal, city in 2005. The election of the sample was accomplished using the simple random sampling technique. The amount of agents effectively searched was of 150 agents being distributed 150 questionnaires, with closed and opened questions, applied during the month of November in 2005. Results showed great variability of interviewed answers in that if it relates for sale of package tourist where the customer demonstrates enviromental concern with the environmental quality. Through multiple regression analyses, it was environmental concern with the environmental quality of the place and the perception of the practical importance of the existence environmental practices in the place as important factor in the decision of tourist package purchase

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

Políticas públicas e as transformações socioespaciais correlacionadas ao turismo no município de Caicó: uma análise do período 2000 a 2010

The study presents an approach on planning, sociospatial transformations and public touristic policies implemented between 2000 and 2010 in Caicó, encompassing people from the government, private sector and the population of the municipality and informal traders who use the leisure facilities and services arranged in place. As the main goal, the research intends to analyze the performance of public and private sectors correlated to the touristic activity in Caicó city and their reflections in the process changes sociospatial. The dissertation is structured in order to carry out an investigation into the role of public policies to the development of a location with touristic potential, in this case, the municipality of Caicó; to investigate public policies implemented in the touristic industry of Rio Grande do Norte, particularly the actions of PRODETUR-Nordeste focused on the development of the tourism in the countryside, affecting particularly the region of Seridó region and the municipality of Caicó, and, finally, to check the main changes sociospatial verified in Caicó between 2000 and 2010. Cultural issues and certain natural beauties can be seen as attractions that can attract tourist demand, taking into consideration the awakening increasingly more evident quest by the tourist for knowledge of the peculiarities of the region. Several authors have worked in this view, pointing to the cultural aspects of the region as elements that are able to boost the touristic activity. The questions raised in this study was based on a literature, based mainly on authors like Beni, Dias, Cruz, Azevedo and Morais. To obtain the necessary data in the analysis, the methodological procedures used in intensive direct observation, using interviews, applied together with the public representatives who are acting as leaders of the political actions related to tourism in the municipality and members of the private sector related to tourism services such as lodging establishments, food and travel agency and, finally, the local people and informal traders benefited directly or indirectly, with the touristic resources and structure. These research agents were investigated by means of structured forms such as support for analysis. Was detected in the survey that the leisure facilities and services installed in the last decade in the city of Caico has a priority the population of the municipality, is necessary to emphasize that the residents interviewed perceive the importance of these tools for tourist activity. It was also found that the public sector is the main responsible for the observed changes. Therefore, proved to be relevant to study the role public private sector partnerships and population influences, considering that this analysis may contribute to the work of researchers, public administrators and businessmen, may serve as a norteador for planning and development of tourism in the city of Caico

Atuação dos operadores de turismo no processo de turistificação de Bonito-MS

Pós-graduação em Geografia - IGCE

Na 1 Nachlass Max Horkheimer, 16 - Korrespondenzen u.a. mit Gerhart Jacoby Gordon (p. I 8, 202-379)

2 Briefe von A. Gandon an Max Horkheimer, Februrar 1936; 1 Brief von Max Horkheimer an Lloyd K. Garrison, 25.03.1941; 4 Briefe zwischen Moritz Geiger und Max Horkheimer, 01.12.1935, 1935; 1 Lebenslauf von Alvin Johnsson an Friedrich Pollock; 1 Brief von Alvon Johnson an Friedrich Pollock, 39.09.1940; 1 Brief von Max Horkheimer an Harald Genssler, 04.09.1949; 1 Brief von der George Washington University Washington an Max Horkheimer, 01.03.1939; 2 Briefe von Wolfgang Gerloff an Max Horkheimer, 1934, 1939; 2 Briefe zwsichen Hans Gerth und Max Horkheimer, 28.10.1937, 16.11.1937; 1 Brief von M. Getzer anMax Horkheimer, 04.05.1934; 12 Briefe zwsichen Edgar V. M. Gilbert und Max Horkheimer, 1935-1940; 1 Brief von der Gillespie, Kinsports & Bears Travel Agency New York an Max Horkheimer, 16.04.1935; 1 Entwurf von Max Horkheimer an Morris Ginsberg, Dezember 1935; 19 Briefe zwsichen Morris Ginsberg, Ethel Ginsberg und Max Horkheimer, 1935-1938; 2 Briefe zwischen Robert Morrison MacIver und Max Horkheimer, 18.08.1937, 16.08.1937; 1 Brief von H. Girsberger an Max Horkheimer, 17.08.1938; 1 Brief von Max Horkheimer an Glass, 24.12.1940; 1 Brief von der Glidden Buick Corporation New York an Max Horkheimer, 05.06.1940; 1 Heiratsanzeige von Vera Gold; 4 Briefe zwischen Oskar Goldberg und Max Horkheimer, 1941, 27.08.1941; 10 Briefe zwischen Hans Goldmann und Max Horkheimer, 1934-1937; 14 Briefe zwischen Alfons Goldschmidt und Max Horkheimer, 1936-1938; 7 Briefe zwsichen dem Greater New York Coordinating Committee for German Refugees, New York und Max Horkheimer, 1937-1939; 1 Brief von Max Horkheimer an Simon Guggenheim, 24.01.1938; 3 Briefe zwischen Aron Goldschmidt und Max Horkheimer, 02.02.1939, Mai 1942; 2 Briefe zwischen Berta Goldschmidt und Max Horkheimer, 14.01.1941, 25.02.1941; 4 Briefe von Emma Goldschmidt an Juliette Favez, 1938-1940; 5 Briefe zwischen Emma Goldschmidt und Max Horkheimer, 1938-1940; 2 Briefe zwischen Ernst L. Goldschmidt und Max Horkheimer, 08.07.1937, 18.06.1937; 1 Brief von Thea Goldschmidt an Max Horkheimer, 16.04.1935; 14 Briefe zwischen Kurt Goldstein und Max Horkheimer, 1934-1941; 19 Briefe zwsichen Gerhart Jacoby Gordon und Max Horkheimer, 1934-1937;

Eficiencia en la distribución: una aplicación en el sector de agencias de viajes

El objetivo de este trabajo consiste en estimar la eficiencia productiva y de escala con la que operan los intermediarios del sector minorista español de distribución turístico. Adicionalmente, se pretende examinar los determinantes de la eficiencia en términos de la integración vertical, concentración horizontal, tamaño y resultados de las entidades. La metodología aplicada se apoya en diversas técnicas de medición de eficiencia (paramétrica de naturaleza estocástica y no paramétrica del Análisis Envolvente de Datos, DEA), así como en modelos tobit para conocer el impacto de los factores del mercado y de la empresa sobre los niveles de eficiencia. La aplicación empírica realizada en una muestra de 50 agencias de viaje de nuestro país evidencia, por un lado, unos elevados índices de ineficiencia técnica y de escala, destacando en el último caso los rendimientos decrecientes; y por otro, que el tamaño y el ROA son los factores determinante de la eficiencia de escala, mientras que la concentración del mercado explica la eficiencia técnica.

Antecedentes da intenção de uso de comentários de viagem on-line na escolha de um meio de hospedagem

The Internet is present in each step of a trip planning. The constant technological advances has made major changes in the tourism industry. This is noticeable by the growing number of people who share their travel experiences on the Internet. This study has aimed to analyze the factors that influence the use of the Online Travel Reviews (OTR) in choosing an accommodation. It was done an investigation into the comments available on the internet about information on touristic products and services, specifically about accommodations. The research proposed to understand the influencing factors of OTR, in the Brazilian context, through the Technology Acceptance Model, Motivational Theory, Similarity, and Trustworthiness. The methodology used was a descriptive-exploratory study, with a quantitative approach, and bibliographic research. The study used a Structural Equation Modeling technique called Partial Least Squares (PLS), to test and evaluate the proposed research model. Data collection was performed with 308 guests hosted in five hotels in Ponta Negra (Natal/RN), who have used the OTRs in choosing an accommodation. The research tested fifteen hypotheses, where nine were confirmed, and six were rejected. The results showed that guests have attitude and intention to use the OTRs to choose an accommodation.

Building engaged, sustainable online communities : a case study of an adventure travel website

This paper will provide an overview of a join research initiative being developed by the Queensland University of Technology in conjunction with the Australian Smart Services Cooperative Research Centre in relation to the development and analysis of online communities. The intention of this project is to initially create an exciting and innovative web space around the concept of adventure travel and then to analyse the level of user engagement to uncover possible patterns and processes that could be used in the future development of other virtual online communities. Travel websites are not a new concept and there are many successful examples currently operating and generating profit. The intention of the QUT/Smart Services CRC project is to analyse the site metrics to determine the following: what specific conditions/parameters are required to foster a growing and engaged virtual community; when does the shift occur from external moderation to a more sustainable system of self-moderation within the online community; when do users begin to take ownership of a site and take an invested interested in the content and growth of an online community; and how to retain active contributors and high-impact power users on a long-term basis. With the travel website rapidly approaching release, this paper begins the process of reflection, outlining the process undertaken and the findings so far aggregated whilst also positioning the project within the greater context of current online user participation and user generated content research.

Privacy concerns and the purchasing of travel services online

The travel industry has come to rely heavily on information and communication technologies to facilitate relations with consumers. Compiling consumer data profiles has become easier and it is generally thought that this has led to an increase in consumers' privacy concerns, which may have an adverse impact on their willingness to purchase online. Three specific aspects of privacy that have received attention from researchers are unauthorized secondary use of data, invasion of privacy, and errors. A study was undertaken to examine the effects of these factors on prior purchase of travel services via the Internet and future purchase probability. No evidence was found to indicate that such privacy concerns affect online purchase behavior within the travel industry. Managerial implications are discussed.

Privacy concerns and purchase of travel product online

The travel and tourism industry has come to rely heavily on information and communication technologies to facilitate relations with consumers. Compiling consumer data profiles has become easier and it is widely thought that consumers place great importance on how that data is handled by firms. Lack of trust may cause consumers to have privacy concerns and may, in turn, have an adverse impact on consumers’ willingness to purchase online. Three specific aspects of privacy that have received attention from researchers are unauthorized use of secondary data, invasion of privacy, and errors. A survey study was undertaken to examine the effects of these factors on both prior purchase of travel products via the Internet and future purchase probability. Surprisingly, no significant relationships were found to indicate that such privacy concerns affect online purchase behavior within the travel industry. Implications for managers are discussed.