Estimation of the real population and its impact on the utilisation of healthcare services in Mediterranean resort regions: an ecological study.

BACKGROUND The demographic structure has a significant influence on the use of healthcare services, as does the size of the population denominators. Very few studies have been published on methods for estimating the real population such as tourist resorts. The lack of information about these problems means there is a corresponding lack of information about the behaviour of populational denominators (the floating population or tourist load) and the effect of this on the use of healthcare services. The objectives of the study were: a) To determine the Municipal Solid Waste (MSW) ratio, per person per day, among populations of known size; b) to estimate, by means of this ratio, the real population in an area where tourist numbers are very significant; and c) to determine the impact on the utilisation of hospital emergency healthcare services of the registered population, in comparison to the non-resident population, in two areas where tourist numbers are very significant. METHODS An ecological study design was employed. We analysed the Healthcare Districts of the Costa del Sol and the island of Menorca. Both are Spanish territories in the Mediterranean region. RESULTS In the two areas analysed, the correlation coefficient between the MSW ratio and admissions to hospital emergency departments exceeded 0.9, with p < 0.001. On the basis of MSW generation ratios, obtained for a control zone and also measured in neighbouring countries, we estimated the real population. For the summer months, when tourist activity is greatest and demand for emergency healthcare at hospitals is highest, this value was found to be double that of the registered population. CONCLUSION The MSW indicator, which is both ecological and indirect, can be used to estimate the real population in areas where population levels vary significantly during the year. This parameter is of interest in planning and dimensioning the provision of healthcare services.

Evolución de la informatización de las oficinas de turismo de Cataluña

Esta comunicación pretende analizar las necesidades informáticas de las oficinas de turismo en el caso concreto de Cataluña, presentándose la misma como una continuación del estudio realizado el año 98. En ella se evalúan los nuevos resultados obtenidos, intentando compararlos con los de la encuesta del 98 y determinar así la evolución que han seguido las OIT en Cataluña. Se introduce además en este nuevo estudio un análisis cualitativo, que incluye el análisis de sus páginas web y un estudio del nivel de respuesta a través de e-mail

Pautes de classificació i desclassificació de sòl en nuclis petits de l’Empordà en aplicació de la normativa territorial vigent

Estudi sobre la classificació i desclassificació de sòl en nuclis petits de l’Empordà en aplicació de la normativa territorial vigent

Analyse comparée de régimes institutionnels de gestion des réseaux urbains de l'eau en station touristique de montagne : les cas de Crans-Montana (Suisse) et de Morzine-Avoriaz (France)

La station touristique représente un espace urbain consacré principalement au tourisme, tout en comprenant également une population résidente permanente. Du point de vue de la gestion des réseaux urbains de l'eau, cette caractéristique induit pour ce type de lieu des usages propres à tout espace urbain mais également des spécificités liées à la forte fluctuation saisonnière de la population résidente ou encore à la présence d'usages particuliers tels que l'irrigation des golfs, la production de neige artificielle ou le thermalisme. Dès lors, la planification de l'approvisionnement est délicate et peu prévisible. Ces difficultés sont renforcées par le fait que les concentrations temporelles de la demande coïncident généralement avec des périodes de stress hydrique notable. Dans le cas de stations balnéaires, les pics de fréquentation interviennent en général durant l'été lorsque la ressource en eau est peu disponible. Le problème est similaire dans les stations touristiques de montagne où l'eau est généralement indisponible car stockée sous forme de neige durant les mois de forte fréquentation. De plus, ces difficultés sont souvent renforcées par la localisation géographique des stations touristiques, fréquemment situées dans des espaces sensibles du point de vue de la ressource en eau, avec des situations de pénuries temporelles, voire structurelles. Ces problématiques propres à la plupart des stations touristiques mènent souvent à de fortes rivalités entre, d'une part, les différents usages touristiques de la ressource, et d'autre part, les usages autochtones et touristiques. Les particularités liées au tourisme tendent ainsi à renforcer les rivalités entre différents types de secteurs d'activité (approvisionnement en eau potable, tourisme, hydroélectricité, enneigement artificiel, irrigation, etc.). Ces différents usages de la ressource mis en concurrence nécessitent dès lors la mise en oeuvre de réglementations structurées à travers des politiques publiques ainsi que des droits de propriété et selon des composantes nationales, régionales et locales ; soit un cadre institutionnel que nous proposons d'appeler Régime Institutionnel de Ressource (RIR) (Knoepfel et al. 2001, 2007). A travers cette thèse de doctorat, nous répondons à différentes questions de recherche. Nous tentons d'abord de comprendre comment ces différents RIR sont-ils mis en oeuvre dans le cadre d'espaces touristiques ? Comment ceux-ci sont-ils concrétisés par les acteurs et quels sont leurs effets en termes de durabilité technique, environnementale, sociale et économique des réseaux urbains de l'eau ? Nous questionnons ensuite les effets du tourisme sur la gestion des infrastructures de réseau à l'échelle de la station touristique et de son bassin versant et nous interrogeons sur les effets du tourisme en termes de gestion des eaux urbaines. Nous portons notre attention sur deux stations touristiques situées dans deux contextes institutionnels différents (Crans-Montana en Suisse et Morzine-Avoriaz en France) et y étudions trois types de régimes institutionnels en particulier : la régie directe (gestion publique), l'affermage (gestion déléguée) et la gestion privée des infrastructures. Les résultats de cette thèse de doctorat indiquent tout d'abord dans quelle mesure le tourisme modifie de façon significative la perception et les modalités de gestion de la ressource en eau et des infrastructures. Ils montrent ensuite que l'espace fonctionnel de la gestion de ces infrastructures correspond rarement aux limites du réseau hydrographique naturel et quelles en sont les implications en termes de durabilité. Enfin, la comparaison de différents régimes institutionnels révèle les forces et les faiblesses de chaque modèle de gestion dans le cas spécifique des stations touristiques et également les différentes solutions adoptées localement pour la mise en oeuvre d'un arrangement institutionnel permettant un usage plus ou moins durable des infrastructures de réseau et du réseau hydrographique naturel. - Tourism resort represents an urban area mainly dedicated to tourism while including at the same time a permanent residential population. From the point of view of urban water networks, this characteristic induces a strong seasonal fluctuation of residential population and involves special water uses such as golf irrigation, production of artificial snow or functioning of thermal baths. Therefore, water supply planning can be tricky and difficult to predict. These difficulties are reinforced by the fact that temporary concentrations of water demand coïncidé generally with periods of water stress. In the case of seaside resorts, frequenting peaks arise in general during summer when water resource is less available. The problem is similar in mountainous tourist resorts where water is generally unavailable as it is stored as snow during months of highest frequenting. Furthermore, these difficulties are often reinforced by resorts' geographical localisations, which are often situated in sensitive areas in terms of temporary or structural water shortages. These problematic issues often lead to strong rivalries between tourists' water uses on the one hand, and between locals and tourists uses on the other hand. Thus, features of tourism tend to reinforce rivalries between different sectors of activity (supply of drinking water, tourism, hydroelectricity, artificial snow, irrigation, etc.). These different and competing water uses need the implementation of rules structured through public policies and property rights and through national, regional and local legal components; We propose to call this framework as an Institutional Resource Regime (IRR) (Knoepfel et al. 2001, 2007, 2009). Through this PhD thesis, we answer different research questions. We firstly aim to understand how those different IRR are implemented within tourism spaces? How do actors materialize them and what are their effects in term of technical, environmental, social and economical sustainability of urban water networks? We then, investigate effects of tourism on water networks infrastructures' management at the scale of the tourist resort and its river basin. We focus our attention on two tourist resorts situated within two different institutional contexts (Crans-Montana, Switzerland and Morzine-Avoriaz, France) and study three types of institutional regime in particular: public, delegated and private management of infrastructures. Results of this PhD thesis indicate firstly how tourism modifies in a significant way the perception and management modalities of water resource and infrastructures. Results also show that functional space of infrastructures management rarely matches with the limits of the natural river basin and indicates what it means in terms of sustainability. Finally, the comparison of different institutional regimes reveals the strengths and weakness of each management model in the specific case of tourist resorts and shows the different solutions in locally implementing an institutional arrangement for a more or less sustainable management of network infrastructures and natural water system.

Política turística de Girona: 1976-2007

Es pretén fer una descripció de la política turística de la ciutat de Girona en el període 1976-2007. Es defineixen 6 objectius: estudiar el concepte de política turística, estudiar l’evolució del boom turístic dels 60 fins al turisme de qualitat dels 90, observar el repartiment de competències entre les diferents administracions, observar l’actual política turística de l’Ajuntament de Girona, descriure els fets que han influït en la política turística de la ciutat de Girona, i comparar la política turística estatal i la de Girona en aquest període

Estalvi energètic a la Vila Universitària 1 de la UAB: solucions tècniques i solucions socials

Catalunya és un país energèticament dependent d'altres països. A part d'això, la seva producció i el seu consum d'energia provenen de fonts no renovables. Catalunya queda molt lluny de la majoria de països europeus els quals tenen un desenvolupament molt avançat en quan l'explotació de les energies renovables. Segons estudis de l'IDAE i l'ICAEN a les llars espanyoles i catalanes, al voltant d'un 25% del consum d'energia és per part d'electrodomèstics i d'il·luminació. El present treball estima el consum energètic dels pisos a la Vila Universitària 1 i fer una proposta de reducció de consum per mitjà d'un canvi d'electrodomèstics. Aquesta proposta ha estat efectiva ja que el consum estimat es redueix un 50% aproximadament canviant alguns dels electrodomèstics que hi ha actualment per altres de més eficients. Alhora, s'ha dut a terme un concurs d'estalvi energètic juntament amb una campanya de sensibilització de la mateixa temàtica que també busca la disminució del consum energètic en els pisos i, resulta ser quelcom efectiu donat que hi ha hagut una reducció d'un 32% aproximadament en mitjana del consum energètic als pisos. Sembla ser molt important la conscienciació de la gent ja que permet reduir el consum energètic amb un cost econòmic zero.

Pla de gestió dels senders ecoturístics del la zona d’interès etnològic de les Gavarres

El massís de les Gavarres és un espai que forma part del Pla d’Espais Naturals d’Interès Natural de Catalunya i es caracteritza per ser un espai molt ric en patrimoni cultural, sobretot etnològic. És per això que des de l’entitat del Consorci de les Gavarres sorgeix la proposta d’elaborar un conjunt de senders ecoturístics sobra la Zona d’Interès Etnològic de la Gavarres. L’objectiu principal és impulsar la posta en valor i crear instruments de gestió dels principals elements del patrimoni cultural que es troben presents arreu del massís de les Gavarres, a partir del disseny d’un conjunt de senders ecoturístics que, de manera respectuosa amb el medi ambient, serveixin d’instruments de dinamització i de gestió per a la conservació de l’espai i els seu elements patrimonials.

Posicionamiento en buscadores de las webs oficiales de capitales de provincia españolas

Study of ranking in Google and Yahoo of big Spanish municipal corporation websites while searching by city tourist brand. Analysis of whether city tourist brands are promoting properly in the internet. Results of the daily ranking monitoring in Google and Yahoo are shown, for the searches made in 2009 by touristic brands of Spanish provincial capitals. The results show that 66% of official websites are situated after number 40 and, also, that in 46% of the searches made by touristic brands of province capital there is an official website within the top 10 positions. Empirical evidence about the weight of backlinks and keywords for SEO has also been detected.

Addressing Practical Issues Related Tto Nursing Care For International Visitors To Hiroshima

When nine million foreigners visited Japan in 2013, the federal government set a goal to attract an additional two and a half million visitors including medical tourists by 2020. This research investigates the attitudes and concerns of Japanese nurses when they are in a situation dealing with foreign patients. The data were collected from March through September 2010, from 114 nurses at three hospitals, in close proximity to popular tourist destinations in Hiroshima. A questionnaire was developed for this research, named Mari Meter, which included a section to write answers to an open question for the nurses to express their opinions. These responses were examined statistically and by word analysis using Text Mining Studio. Japanese nurses expressed greatest concern about payment options, foreign language skills, and issues of informed consent, when dealing with foreigners. The results confirm that, in order to provide a high quality of patient care, extra preparation and a greater knowledge of international workers and visitors are required by nursing professionals in Japan.


A Importância do Empreendedorismo na Actividade Turística

Na actualidade, o empreendedorismo vem impulsionando o desenvolvimento de negócios em diferentes sectores com ênfase na qualidade dos serviços, tendo em vista não só a satisfação mas também a difícil tarefa de conquistar a lealdade dos clientes a médio e longo prazo. No mercado turístico, a satisfação do cliente é importante para que a actividade possa manter-se competitiva, uma vez que os clientes tornam-se mais exigentes à medida que vão-se tornando experientes. Neste contexto, o empreendedorismo aparece como forma de desenvolvimento do turismo, sendo que os resultados que se esperam das acções empreendedoras são a entrada em novos negócios, inovação, agregação de valor aos produtos/serviços e maior qualidade dos produtos/serviços. O objectivo central do trabalho é demonstrar a importância do empreendedorismo na actividade turística e como o mesmo contribui para agregação de valor e geração de resultados económicos. Para melhor compreensão do assunto da pesquisa, dividimos o enquadramento teórico em três momentos. No primeiro, abordamos o empreendedorismo, no segundo o turismo e, por fim, o empreendedorismo no turismo. O enquadramento teórico permitiu responder à questão: será que o empreendedorismo contribui para agregar valor e gerar resultados económicos na actividade turística? Os resultados do questionário aplicado aos proprietários das empresas turísticas evidenciaram que estes possuem características geralmente patentes nos empreendedores. No entanto, os resultados não são conclusivos quanto ao seu potencial empreendedor. In the present, time the entrepreneurship is driving the businesses development in different sector with emphasis on services quality in order not only satisfaction but also the difficult task of winning the costumers loyalty in the medium and long term. In the tourist market, the costumer’s satisfaction is important in order to remain the activity competitive, because the costumers become more demanding while they become experienced. In this context, the entrepreneurship shows up like a way to develop the tourism, because the expected results of entrepreneurial activities are entry in new businesses, innovation, the aggregation of value and more quality of the products/services. The central objective of this work is to demonstrate the importance of the entrepreneurship in to the tourism and how it contributes for adding value and generating economics results. To better understand the research’s subject, we divided the theoretical framework in three moments. At first one we approached entrepreneurship, then the tourism, and finally, we approached entrepreneurship in the tourism. The theoretical framework to allowed answer to the question: will the entrepreneurship contributes to add value and generate economics results in the tourism? The results of the questionnaire applied to the owners of tourists’ enterprises evidence that they possess the characteristics usually presented by the entrepreneurs. However, the results are not conclusive relatively to their potential entrepreneur.

La gestió de les destinacions i les noves mobilitats turístiques

Amb l’objectiu d’analitzar i comprendre d’una manera més adequada els mecanismes pels quals els potencials turistes que venen d’Anglaterra prenen la decisió de viatjar fins la Costa Daurada, en el context de la introducció de les línies aèries de baix cost a Espanya i la creació de noves rutes, s’ha dut a terme una enquesta a l’aeroport de Reus a un total de 445 turistes que estaven a punt de tornar de les seves vacances cap a Anglaterra tenint l'aeroport d'East Midlands (EMA) com a destinació i viatjant amb la companyia aèria de baix cost RyanAir. Amb el mètode utilitzat en aquest projecte s'ha mesurat, per mitjà de l'enquesta esmentada, el pes de la causalitat entre la presència de vols barats des de EMA fins a Reus amb la decisió dels turistes de passar les seves vacances en una regió turística de primer ordre a Catalunya com és la Costa Daurada. Segons els resultats de les dues preguntes causals que formen part de l’enquesta (pregunta 18 i pregunta 19), gairebé un 30% de l'impacte econòmic turístic total és degut a la disponibilitat de vols barats mitjançant RyanAir. Tanmateix, al voltant d’un 60% de l'impacte estaria relacionat amb el fet que els turistes visitarien la Costa Daurada independentment de la disponibilitat de vols de RyanAir. Això indicaria que tot i que els vols de Ryanair són innegablement atractius pels turistes, hi ha un desig important de visitar la Costa Daurada que podria ser satisfet per altres mitjans.

Analyse systémique et prospective des usages de l'eau dans la région de Crans-Montana-Sierre (Suisse)

Crans-Montana-Sierre is a tourist area locateci in Rhone valley in central Valais, cha-racterized by dry climate and scarce summer precipitations. More than other regions in Switzerland, this area has suffered the effects of the drought (heat wave) that affec¬ted all Western Europe during summer 2003. In the future, climate change together with societal and economic development will signicantly modify the water need of the region and, consequently, may increase the potential conflicts of interest. Within a long term planning strategy, decision-makers require precise information about the current amount of water needed in the region, with particular attention to temporal and spatial concentration, and the forecasted amount for 2050. This work therefore aims at estimating the variation of the water demand by taking into account the influence of climate change (CH2011) and socio-economic scenarios, developed in cooperation with the competent authorities. This thesis, whose aim is to study the water management and water uses is a core part of the MontanAqua project "Water management in times of scarcity and global change" mainly because of its interdisciplinary topic at the interface between water resources, land development and the socio-political structure. Results show that socio-economic development by 2050 could have a greater impact than expected climate changes (CH2011, A1B scenarios) for the same time horizon for water demand. Demography, spatial planning, tourism and economic development are just some of the factors that could significantly affect the water consumption of the Crans-Montana-Sierre region. Compared with the future water resources available, the maximal water demand forecasted by the socio-economic scenarios developed within the project MontanAqua, could not always be satisfied. This issue, like extreme climate phenomena (as it was the summer drought occurred in 2003 or in April / May 2011), could be mitigated adopting regional management policies relating to a more rational water use and preventive storage of water resource. - Crans-Montana-Sierre est une région touristique située dans la vallée du Rhône; dans le Valais central, qui se caractérise par un climat relativement pauvre en précipitations et qui plus que d'autres a subi les effets de la sécheresse qui a touché l'Europe occidentale durant l'été 2003. À l'avenir, les changements climatiques ainsi que le développement socio-économique modifieront de manière significative les besoins en eau de la région, ce qui risque de faire augmenter les rivalités d'usage concernant cette ressource. Afin de jouer à l'avance, les décideurs ont besoin d'informations précises sur la quantité d'eau nécessaire à la région, avec une attention particulière à sa concentration temporelle et spatiale, à l'heure actuelle et à l'horizon 2050. Ce travail vise donc à estimer la variation de la demande en eau en tenant compte de l'influence des changements climatiques (CH2011) et des scénarios socio-économiques, élaborés en collaboration avec les autorités compétentes. Cette thèse, qui met l'accent sur les usages de l'eau fait partie du projet Montan Aqua « Gestion de l'eau en temps de pénurie et de changement global », est à l'intersection entre les ressources hydriques, l'aménagement du territoire et son organisation socio-politique, fait qui la met, non pas par son importance, mais par son emplacement et ses interconnexions, au coeur de cette recherche. Les résultats obtenus montrent comment les développements socio-économiques d'ici à 2050 ont un impact potentiellement plus important que les changements climatiques prévus par les scénarios AlB de CH2011 pour le même horizon temporel sur la demande en eau. Démographie, aménagement du territoire et contexte économico-touristique, ne sont que quelques-uns des facteurs qui ont la capacité d'agir significativement sur les usages de l'eau en ce qui concerne les aspects qualitatif et quantitatif de la région de Crans-Montana-Sierre. Par rapport aux ressources en eau disponibles à l'avenir, la demande maximale d'eau prévue par les scénarios socio-économiques développés au sein du projet MontanAqua risque de ne pas être toujours satisfaite. Ce danger et la manifestation de phénomènes climatiques extrêmes, comme la sécheresse estivale survenue en 2003 ou celle d'avril/mai 2011, ne pourront être atténués que par l'adoption de politiques de gestion à l'échelle régionale favorisant une utilisation plus rationnelle et un stockage préventif de la ressource en eau.

Perfil dos Turistas que Visitam a Ilha de São Vicente

O presente trabalho tem por objectivo definir o perfil do turista que visitou a ilha de São Vicente e avaliar o grau de satisfação do turista enquanto consumidor de diferentes bens e serviços, nos meses de Maio e Junho do decorrente ano. Para se fazer uma abordagem qualitativa falou-se da problemática do mercado turístico - procura e oferta turística – e a importância da segmentação desse sistema turístico juntamente com algumas teorias do comportamento do consumidor. Por sua vez, para o estudo do perfil e satisfação dos turistas utilizou-se uma abordagem quantitativa, através da aplicação de questionários no Aeroporto Internacional Cesária Évora e entrevistas aos estabelecimentos hoteleiros, 150 e 7 respectivamente. Após a análise explicativa, com base na bibliografia seleccionada, nas entrevistas e questionários realizados, os resultados da pesquisa indicam que estudar o perfil e a satisfação dos turistas permite fazer um levantamento de diversas variáveis importantes como, por exemplo, a nacionalidade do turista, a principal razão e objectivo da viagem e o que gostaram, ou desejavam ver no destino. E assim, entender-se o perfil do visitante e propor-se estratégias, que contribuam para um planeamento sustentável do desenvolvimento turístico na região pretendida. A complexidade do processo de decisão do turista por um ou outro destino é que verdadeiramente motiva esta pesquisa. The objective of the following work is to define the profile of a tourist that visited São Vicente, and evaluate the levels of satisfaction of the tourist as a consumer of different items and services, on May and June of the current year. For a quality methodological approach, the problematic of the touristic industry (demand and touristic offer) – the essential of subdivision of these touristic systems alongside with the principles of the consumer behavior were discussed. In continuity, to define the profile and satisfaction of the tourists, a quantity approach was also used, through the application of questionnaires at the International Airport Cesária Évora and interviews throughout hotel establishments, 150 and 7 respectively. After an explanatory analyses, based on a selected bibliography, the applied interviews and questionnaires, the outcome of this research shows that by studying the profile and the satisfaction of the tourists allows to have variable important results, for example, the tourist´s nationality, the main reason and objective of the trip and what they enjoyed or would like to see on their destination. Thus, understanding the visitor´s profile and suggesting strategies, that contributes for a sustainable planning of a touristic development on the intended region. The process complexity of the decision making of the tourist for one destination is truly the main motivation for this research.

Entre a Terra e o Mar - Grau de Satisfação dos Cruzeiristas na Ilha de São Vicente

Este trabalho apresenta os resultados de um estudo realizado em São Vicente, de Março a Abril de 2012 a turistas de cruzeiro. Este estudo teve como objectivo analisar o perfile a satisfação dos visitantes durante a sua estadia na ilha, para ajudar a indústria do turismo na melhoria do produto e infra-estrutura turística, e ao fazê-lo melhorar aexperiência para os cruzeiristas. O estudo foi conduzido através da revisão da literaturasobre turismo de cruzeiro, imagem do destino, elementos da oferta turística, qualidade esatisfação e sua relação com o turismo. Para a avaliação do perfil e satisfação do turistade cruzeiro, aplicou-se um questionário a uma amostra de 131 cruzeiristas, no fim dasua visita à ilha. Os resultados do questionário aplicado aos cruzeiristas evidenciaram maior satisfação com aspectos como paisagem natural, clima, simpatia da população local, oportunidadepara conhecer pessoas e limpeza urbana. Os atributos que demonstraram valores maisaltos de insatisfação são: museus, sanitários, gastronomia, sinalização, serviços derestauração e de informação turística. O perfil do cruzeirista é caracterizado pela disponibilidade em viajar, nível académico eprofissional médio alto, poder de compra médio alto e de média idade. Verificou-se que os vários sectores não estão bem organizados e integrados entre si paraatender às necessidades e desejos dos visitantes. Assim, recomenda-se uma série deactividades, tendo em vista, minimizar os aspectos negativos identificados peloscruzeiristas e integrar a oferta turística entre os vários elementos que a compõem. This research is based on the results acquired from tourists who traveled to the island of Sao Vicente on cruise ships during the months of March and April of 2012. The object of this study was to analyze the characteristics and level of satisfaction of those visiting the island of Sao Vicente, in order to help improve the tourism industry, and its infrastructure in hopes of bettering the overall experience for cruise tourists. The study emerged from a profound revision of cruise ship literature, now detailing destination images, available touristic elements, as well as quality and satisfaction ratings in relationship to tourism. In order to measure the satisfaction of the tourists we implemented a questionnaire where a sample of 131 people was surveyed at the end of their visit to the island. The questionnaire resulted in evidence detailing higher satisfaction regarding natural landscape, climate, local acceptance, ability to meet others and urban cleanliness. However, elements such as museums, sanitation, gastronomy, signage, restaurant services and travel information demonstrated higher levels of dissatisfaction. Cruise tourists are characterized as middle aged, frequent travelers with high academic and professional levels, and by their ability to consume heavily. This study verifies that various elements within the tourism sector are not well organized to satisfy the necessities and desires of cruise tourists. Therefore, an implementation of more activities is recommended for those visiting the island of Sao Vicente on cruise ships. While considering the need to minimize the negative aspects identified by the surveyed cruise tourists it is also important to integrate the offered tourist attractions within the various elements that embody tourism.

O Papel das Agências de Viagens e Turismo no Desenvolvimento do Turismo Emissor e Receptor

Devido a mudanças tecnológicas e da globalização, o turismo vem passando por grandes transformações, permitindo um maior acesso às informações e uma maior aproximação entre o consumidor e o mercado turístico. O papel das agências de viagens e turismo (AVT’s) é de fundamental importância para o desenvolvimento da actividade turística de um país. Face a isto, as AVT’s devem aderir ao novo cenário, procurando acompanhar a evolução, renovando e actualizando sempre os seus serviços. O presente estudo tem por objectivo avaliar o papel das AVT’s da ilha de São Vicente, no âmbito do turismo emissor e receptor. Foi realizado um estudo de caso, incluindo os doze representantes das AVT’s da ilha de S. Vicente, com excepção das empresas exclusivamente marítimas. Foi usado um guião de entrevistas para a obtenção de dados relacionados aos responsáveis dos serviços, a empresa, aos colaboradores internos, clientes, serviços oferecidos, sazonalidade e sua problemática, parceiros, as tecnologias de informação e as perspectivas futuras. As informações foram analisadas sob um enquadramento teórico e prático. Constatou-se que sete agências dedicam-se ao turismo emissor e receptor, três ao turismo emissor, e duas ao receptor. Foi possível observar que as AVT’s apresentam semelhanças na prestação de serviços e a maioria tem a preocupação de acompanhar as exigências actuais do turismo. Pode-se concluir que o turismo emissor e receptor estão bem representados pelas AVT’s de São Vicente. Technological changes and globalization has allowed big transformations in Tourism, greater access to information and a closer relationship between the consumer and tourist market. The role of the Travel and Tourism Agencies (TTA) has fundamental importance for the tourism development in a country, and they must adhere to the new environment, trying to follow the evolution, always renewing and updating their services. The present study aims to evaluate the role of TTA’s in São Vicente Island, in the field of inbound and outbound tourism. It was conducted a case study, including 12 representatives of TTA's in São Vicente, with exception of shipping companies. It was used a scripted interview to obtain data about the service delegate, the company, internal employees, customers, offered services, seasonality and its problems, partners, information technology and future prospects. Data were analyzed from a theoretical and practical view. It was found that seven agencies dedicated to inbound and outbound tourism, three to outbound and two to inbound. The TTA’s have similarities in service delivery and most have the concern to keep up with current demands of tourism. It can be concluded that inbound and outbound tourism are well represented by TTA’s in São Vicente.