An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study

Brazil is under political and financial crises where the end seems far away. Because of that, researchers argue that the hotel rooms offered by Rio de Janeiro, built to host the Olympic Games 2016, will be difficult to occupy after the event. It is then necessary for the hotels to understand how guests perceive the service quality in order to adapt to this new era. If guests’ perceptions meet or exceed their expectations, they will be satisfied and will probably return. Thus based on the SERVQUAL approach, this paper aims to study the impact of the service dimensions on the guests’ overall satisfaction at hotels of Rio de Janeiro. Two hotels were considered representative of the city in terms of service quality and customers’ profile. Interviews to the hotel managers were performed, and questionnaires to the guests were administered. Among the five SERVQUAL dimensions – Reliability, Tangibles, Responsiveness, Assurance, and Empathy – the Empathy dimension appears to be the only one that affects the guests’ overall satisfaction. The study could also identify that gender, country of residence, home country and family income have an impact on guests’ satisfaction. This study has no intention of generalization, but rather of refining the theory about services and the SERVQUAL model.

Revelando os modos de vida da Ponta do Tubarão

It is analyzed the social struggle held by locals at Barreiras, Diogo Lopes and Sertãozinho communities (Macau-RN) in order to avoid the ownership of its mangrove area to hotel managers, in 1995 and to hinder the destruction of Ilha dos Cavalos mangrove by the shrimp producers, in 2000, what led to the creation of Ponta do Tubarão Reserve of State Sustainable Development, located at Macau and Guamaré cities, northern coast of Rio Grande do Norte, respectively 180 and 200 kilometers away from Natal, created in July, 18, 2003 by the Decree State Law n. 8.349, to preserve its traditional territory and way of life. It is photographed and analyzed the developed ways of life in this Unit of Conservation, from the sociocultural category, based in pointers of the material production in the life ways as: the work, the leisure, the religion, the popular knowledge and the action of the contemporary men on the environment. In this perspective, it is considered as method strategy a sociocultural photo cartography, created to this research, and to be concretized used photographic documents, observation, interviews, documental research and bibliographic research, being an association of techniques as peculiarities of this strategy of research. It is concluded that the social struggle developed by the collective actors at Ponta do Tubarão Reserve of State Sustainable Development, is characterized as a transforming action against the global and predatory capital, for the maintenance of the environment and the traditional way of life; One also concludes that the sociocultural photo cartography is very important as a proposal of possible procedures to being used in qualitative researches, because of its analytical potentialities providing a more including vision of the sociocultural routine of the studied space, in the attempt to know and to disclose the relations lived for the citizens of the research in Social Sciences

Impactos da adoção da INTERNET na hotelaria : a percepção dos gerentes de hotéis de médio e grande porte de Natal / RN

The hotel industry is increasingly using the Internet like a management and operational tool. That way, the hotels will be more prepared to offer quality services to their guests and increase their profits as well. However, many managers seem don t perceive the advantages brought from this new digital environment. This thesis analyse the effects of the hotel managers perceptions as for the Internet effectiveness, Internet access, Internet as a communication tool, future importance of the Internet, benefits and drawbacks of the Internet, according to property type (simple, medium comfort and luxe), property size (quantity of the apartaments), age and hotel industry experience of the managers. The methodology utilized was a survey about the hotels that had at least 40 apartments (medium and big property size), were working in Natal-RN and classified in categories in the Guia Quatro Rodas Brasil, totalizing 35 hotels. Through the analysis of variance (ANOVA) and Tukey test, the results showed that the hotel managers with more than 50 apartments, the managers of the hotel more comfortable, the younger managers and the managers less experient in the hotel industry, demonstrated more conscious about the importance of the adoption of the Internet than the rest of the others. The contribution of this work is to offer more knowledge to the hotel executives about how they can use the Internet and show the importance of the web adoption in their properties

GESTÃO AMBIENTAL E COMPETITIVIDADE EM DESTINOS TURÍSTICOS: percepção dos gestores de pequenos meios de hospedagem de Natal/RN sobre o uso de práticas ambientais como fator de competitividade

The present work aimed at investigating the small hotel managers perceptions from Natal/RN concerning the environmental practice uses as a competitive factor. This study is characterized as a descriptive exploratory research that used an aleatory probabilistic sample followed by the application of collect data instrument (questionnaire). The small hotels located in Natal/RN were the study participants and the specific location where 35 questionnaires were answered. Based on the data and on the mangers point of view, it is possible to comprehend that, among the presented indicators, the development of environmental programs in the hotel enterprise is showed as the least important for the client s choice. As the main conclusion it is relevant to argue that, according to the small hotel managers, the guests do not still search for hotels that implement environmental practices. On the other side, the interviewed managers believe that the use of these practices can generate a great competitive advantage in relation to their competitors. The information obtained by this present research will be able to contribute to establish a contemporary panorama in relation to the importance attributed by the managers concerning the use of environmental practices in small hotel enterprises in Natal/RN. In addition the correct use of this information can generate possibilities of major competitiveness in this segment

Utilização de indicadores financeiros e não-financeiros na gestão de hotéis no Rio Grande do Norte: um estudo sob a ótica do Balanced Scorecard

This study presents the results of a research on the use of financial and non-financial performance indicators used by medium and large hotels. The research was conducted in Rio Grande do Norte, a Brazilian State. The objective is to identify the usage of performance measures by these companies. Hotel industry is one of the most important sectors in the Rio Grande do Norte economy. The research takes the Balanced Scorecard as a conceptual framework, since it represents an original contribution to the literature of managerial accounting, for rethinking old issues, pointing out themes that were forgotten or badly interpreted, to discuss the requirements imposed by the economy environment, dominated by competitive companies, and increasing the understanding of the relationship between strategy and operation. The objective of the research is to investigate if the hotel managers make use of a managerial information system or not, when evaluating the performance of their business unit. The research reveals the usage of performance evaluation using a large variety of measures. Among them is worth mention: the usage of accounting profit altogether with the EVA/MVA, the process cycle time, total quality management, process transformation, strategic mission, vision, strategic measures, measures related to feedback, risk, costs, productivity, incomes, customers retention, customer satisfaction and profitability, measures using time as a component, quality of the process, cost of the processes, employees capabilities, information systems, motivation, empowerment and alignment. The research leads to the conclusion that the usage of the deriving concepts of Balanced Scorecard can improve the performance measurement systems used by hotels

A study in nursing home effectiveness in Texas

This exploratory study was conducted to examine the relationship between nursing home organizational variables and variations in financial efficiency and effectiveness in Texas nursing homes. Efficiency was defined in terms of nursing home profit, contribution margin, and administrative costs. Effectiveness was defined as the level of the quality of care measured by Texas Department of Health annual surveys of Medicaid certified facilities.^ A sample of 318 intermediate care facilities was selected from a population of 1,026 Texas nursing homes operating in 1987. Location was not found to be related to nursing home effectiveness. Nursing home ownership was positively related to financial efficiency. A moderate amount of quality of care variation was explained by examining nursing home size, employee turnover rate, labor hours per patient day and occupancy rate.^ The number of labor hours per patient day and employee turnover rate were significantly related negatively to both measures of profitability and quality of care. ^

“Therapeutic Advertising”: When Do Female Consumers Really Benefit?

This research examines whether female consumers benefit from brand strategies that attempt to decrease their self-discrepancies by setting more realistic ideals (i.e., therapeutic advertising, such as Body Shop, Aerie, and Always). The results of our preliminary study reveal that therapeutic advertising leads to stronger self-conscious emotions than idealistic advertising. More specifically, it leads to stronger emotions of both pride and shame. However, the latter only holds true for female consumers low in self-liking and high difficulties in abandoning unattainable goals. Female consumers who like themselves and are able to abandon unattainable goals do not feel more ashamed when being exposed to therapeutic advertising compared to idealized advertising. These findings have implications for marketing managers and policy makers.

OS IMPACTOS E CONSEQUÊNCIAS DA ROTATIVIDADE DE PESSOAL SOBRE A MEMÓRIA ORGANIZACIONAL: UM ESTUDO NO COMÉRCIO VAREJISTA

Este estudo visa pesquisar e compreender o impacto da memória organizacional em organizações que possuem um alto índice de rotatividade de pessoal. Com o advento de uma economia baseada em conhecimento, surge um novo trabalhador, chamado por Peter Drucker (1993) e "trabalhador do conhecimento". Nesta nova economia, as organizações enfrentam ambientes de incertezas e de intensa competição, onde o novo ativo intangível das organizações, o conhecimento, se torna a chave para a obtenção da vantagem competitiva, que permite que as empresas ganhem novos mercados e aumentem sua lucratividade. Porém, nestes ambientes competitivos, está se tornando freqüente a saída dos empregados das organizações, seja porque estão em busca de melhores colocações, ou porque as organizações passam por processos de reestruturação, que podem impactar em redução de pessoal, ou ainda, porque estão com seus conhecimentos obsoletos. Diante deste cenário, através de pesquisa exploratória junto às organizações do comércio varejista, foram investigadas as formas pelas quais as empresas armazenam o conhecimento das pessoas, de modo que quando estas deixem a organização seus conhecimentos permaneçam, bem como identificado os principais impactos sobre a qualidade e produtividade em seus processos. Além disso, também são ressaltadas algumas ações em que as empresas possam contribuir para aumentar a satisfação das pessoas em pertencerem a organização, visando contribuir para a maior retenção de profissionais, e conseqüentemente do conhecimento tácito, que é o mais valioso nas organizações.(AU)

OS IMPACTOS E CONSEQUÊNCIAS DA ROTATIVIDADE DE PESSOAL SOBRE A MEMÓRIA ORGANIZACIONAL: UM ESTUDO NO COMÉRCIO VAREJISTA

Este estudo visa pesquisar e compreender o impacto da memória organizacional em organizações que possuem um alto índice de rotatividade de pessoal. Com o advento de uma economia baseada em conhecimento, surge um novo trabalhador, chamado por Peter Drucker (1993) e "trabalhador do conhecimento". Nesta nova economia, as organizações enfrentam ambientes de incertezas e de intensa competição, onde o novo ativo intangível das organizações, o conhecimento, se torna a chave para a obtenção da vantagem competitiva, que permite que as empresas ganhem novos mercados e aumentem sua lucratividade. Porém, nestes ambientes competitivos, está se tornando freqüente a saída dos empregados das organizações, seja porque estão em busca de melhores colocações, ou porque as organizações passam por processos de reestruturação, que podem impactar em redução de pessoal, ou ainda, porque estão com seus conhecimentos obsoletos. Diante deste cenário, através de pesquisa exploratória junto às organizações do comércio varejista, foram investigadas as formas pelas quais as empresas armazenam o conhecimento das pessoas, de modo que quando estas deixem a organização seus conhecimentos permaneçam, bem como identificado os principais impactos sobre a qualidade e produtividade em seus processos. Além disso, também são ressaltadas algumas ações em que as empresas possam contribuir para aumentar a satisfação das pessoas em pertencerem a organização, visando contribuir para a maior retenção de profissionais, e conseqüentemente do conhecimento tácito, que é o mais valioso nas organizações.(AU)

Grupos estratégicos en el sector hotelero español: diferencias de desempeño intra e intergrupo

El mundo es cada vez más pequeño debido a los avances tecnológicos y a la mayor experiencia de los directivos hoteleros y de los turistas, lo que provoca que la rivalidad entre destinos en el sector turístico sea cada vez mayor. Ante esta situación, este estudio se centra en el sector hotelero español y aplica los grupos estratégicos para determinar de qué forma compiten los hoteles y cómo influyen sus comportamientos estratégicos en su desempeño. Asimismo, se ofrecen acciones para mejorar el desempeño de un hotel en función del grupo estratégico al que pertenezca. La relevancia de este estudio radica en que clarifica la complejidad estratégica a la que están sometidos los directivos de los hoteles y les sirve de guía para la toma de decisiones estratégicas.

Extending a model of shift-work tolerance

The present study contributes to theory and practice through the development of a model of shift-work tolerance with the potential to indicate interventions that reduce nurses' intention toward turnover and increase job satisfaction in hospital-based settings. Survey data from 1257 nurses were used to conduct structural equation modeling that examine the direct and indirect effects of supervisor and colleague support, team identity, team climate, and control over working environment on time-based work/life conflict, psychological well-being, physical symptoms, job satisfaction, and turnover intention. The analysis of the proposed model revealed a good fit The chi-square difference test was non-significant (χ2(26)=338.56), the fit indices were high (CFI=.923, NFI=.918, and NNFI=.868), the distribution of residuals was symmetric and approached zero, the average standardized residual was low (AASR=.04), and the standardized RMR was .072. In terms of the predictor variable, the final model explained 48% of the variance in turnover intention. The data revealed considerable evidence of both direct effects on adjustment and complex indirect links between levels of adjustment and work-related social support, team identity, team climate, and control. Nurses with high supervisor and coworker support experienced more positive team climates, identified more strongly with their team, and increased their perceptions of control over their work environment. This in turn lowered their appraisals of their time-based work/life conflict, which consequently increased their psychological well-being and job satisfaction and reduced their physical health symptoms and turnover intention. The type of shift schedule worked by the nurses influenced levels of turnover intention, control over work environment, time-based work/life conflict, and physical symptoms.

Perceptions of organizational change: A stress and coping perspective

Few organizational change studies identify the aspects of change that are salient to individuals and that influence well-being. The authors identified three distinct change characteristics: the frequency, impact and planning of change. R. S. Lazarus and S. Folkman's (1984) cognitive phenomenological model of stress and coping was used to propose ways that these change characteristics influence individuals' appraisal of the uncertainty associated with change, and, ultimately, job satisfaction and turnover intentions. Results of a repeated cross-sectional study that collected individuals' perceptions of change one month prior to employee attitudes in consecutive years indicated that while the three change perceptions were moderately to strongly intercorrelated, the change perceptions displayed differential relationships with outcomes. Discussion focuses on the importance of systematically considering individuals' subjective experience of change.

Tourism crisis and disasters: Enhancing understanding of system effects

This paper examines the definitions and conceptual foundations of crises and distinguishes between crises and disasters. It takes a systems view of these concepts and uses the perspective of systems as organizational networks to examine implications for tourism managers. A tourism destination is perceived as consisting of a network of interacting organizations. This perspective questions the boundaries that should be used to study crisis and disasters. The paper also discusses the possibility of a crisis having a positive outcome for a destination.

OS IMPACTOS E CONSEQUÊNCIAS DA ROTATIVIDADE DE PESSOAL SOBRE A MEMÓRIA ORGANIZACIONAL: UM ESTUDO NO COMÉRCIO VAREJISTA

Este estudo visa pesquisar e compreender o impacto da memória organizacional em organizações que possuem um alto índice de rotatividade de pessoal. Com o advento de uma economia baseada em conhecimento, surge um novo trabalhador, chamado por Peter Drucker (1993) e "trabalhador do conhecimento". Nesta nova economia, as organizações enfrentam ambientes de incertezas e de intensa competição, onde o novo ativo intangível das organizações, o conhecimento, se torna a chave para a obtenção da vantagem competitiva, que permite que as empresas ganhem novos mercados e aumentem sua lucratividade. Porém, nestes ambientes competitivos, está se tornando freqüente a saída dos empregados das organizações, seja porque estão em busca de melhores colocações, ou porque as organizações passam por processos de reestruturação, que podem impactar em redução de pessoal, ou ainda, porque estão com seus conhecimentos obsoletos. Diante deste cenário, através de pesquisa exploratória junto às organizações do comércio varejista, foram investigadas as formas pelas quais as empresas armazenam o conhecimento das pessoas, de modo que quando estas deixem a organização seus conhecimentos permaneçam, bem como identificado os principais impactos sobre a qualidade e produtividade em seus processos. Além disso, também são ressaltadas algumas ações em que as empresas possam contribuir para aumentar a satisfação das pessoas em pertencerem a organização, visando contribuir para a maior retenção de profissionais, e conseqüentemente do conhecimento tácito, que é o mais valioso nas organizações.(AU)

The mediating role of discrete emotions in the relationship between injustice and counterproductive work behaviors:a study in Pakistan

Purpose: Our study explores the mediating role of discrete emotions in the relationships between employee perceptions of distributive and procedural injustice, regarding an annual salary raise, and counterproductive work behaviors (CWBs). Design/Methodology/Approach: Survey data were provided by 508 individuals from telecom and IT companies in Pakistan. Confirmatory factor analysis, structural equation modeling, and bootstrapping were used to test our hypothesized model. Findings: We found a good fit between the data and our tested model. As predicted, anger (and not sadness) was positively related to aggressive CWBs (abuse against others and production deviance) and fully mediated the relationship between perceived distributive injustice and these CWBs. Against predictions, however, neither sadness nor anger was significantly related to employee withdrawal. Implications: Our findings provide organizations with an insight into the emotional consequences of unfair HR policies, and the potential implications for CWBs. Such knowledge may help employers to develop training and counseling interventions that support the effective management of emotions at work. Our findings are particularly salient for national and multinational organizations in Pakistan. Originality/Value: This is one of the first studies to provide empirical support for the relationships between in/justice, discrete emotions and CWBs in a non-Western (Pakistani) context. Our study also provides new evidence for the differential effects of outward/inward emotions on aggressive/passive CWBs. © 2012 Springer Science+Business Media, LLC.