Hospitalidade e serviços a bordo de aeronaves: o caso da Azul Linhas Aéreas

• Autor(a) principal: SANTOS, Antonio José Nogueira dos
• Data de Publicação: 2017
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações do ANHEMBI
• Texto Completo: http://sitios.anhembi.br/tedesimplificado/handle/TEDE/1736
• topic: Hotelaria; Transporte aéreo; Hospitalidade; Serviços; Linhas aéreas; Companhia aérea; Hospitality; Services; Air transport; Azul.; CIENCIAS SOCIAIS APLICADAS

The purpose of this study is to identify whether, through the services provided on board the Azul Airlines aircraft, the times of hospitality (receiving, hosting, feeding and entertaining) are present inside the aircraft and, once present, hospitality on board is perceived by the client as an instrument to control their behavior in that environment. From this research problem it was wanted to confirm or refute the following propositions: reception on board the aircraft promotes the reception feeling. In other words, hospitality on board is a type of hospitality away from home; the environment of the passenger cabin subsidizes the sense of well-being; food on board contributes to a sense of welcome during the flight; onboard entertainment assists in moderating some unpleasant feelings about flight, such as fear of flying and; the standardized performance of flight attendants and the discreet on-board surveillance system are perceived by passengers as instruments to control their behavior. In order to do so, the airline's website was consulted with the purpose of knowing the services provided on board, a bibliographical research was carried out with the objective of establishing the theoretical reference regarding the definition of what is hospitality, a series of documents related to aviation was investigated to know the company's orientation to its crew in relation to customer service and interviews (pre-test and final interview) were conducted with students of the bachelor's degree course in Civil Aviation at Anhembi Morumbi University, in which the researcher is a teacher, and were transported by the airline in the year 2016 on flights within Brazil on Embraer aircraft. International flights and operations with ATR and Airbus aircraft were not appreciated in this study. In the pre-test were interviewed five students clients of the airline searched and in the final interview were heard other thirty-one students clients. Their statements were interpreted according to the methodology of the Bardin Content Analysis and it was concluded that, in the opinion of the individuals in the group interviewed, the four times of hospitality are present on board the aircraft, that is, there is hospitality on board and that it is not used as an instrument to control their behavior in that environment.