As relações entre hospitalidade, diretrizes organizacionais e atendimento ao hóspede na hotelaria: um estudo com modelagem de equações estruturais

• Autor(a) principal: SILVA, Cícera Carla Bezerra da
• Data de Publicação: 2016
• 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/1659
• topic: Turismo; Hospitalidade; Hóspede - atendimento; CIENCIAS SOCIAIS APLICADAS

This dissertation analyzes the relations among organizational guidelines, hospitality and customer service. The leading question, which guided the study, was: What are the relations among hospitality, organizational guidelines and customer service in the hotel business? The general objective of the research was to assess the relations among hospitality, organizational guidelines and customer service in hotels. Competitiveness was not directly measured; it was instead only inferred as being the positive relation of the three mentioned constructs. From the issue and the general goal, specific objectives were established as follows: Identifying what are the relations between hospitality and organizational guidelines in Brazilian hospitality; pointing out the signs of how hospitality influences the customer service in the Brazilian hospitality; showing how corporate culture relates to customer service in the Brazilian hospitality. The research approach was quantitative and descriptive, with data collected through a structured questionnaire based on the Likert type scale of five points - managers, supervisors and holders of operating positions within Brazilian hospitality. The results shown by the statistical analysis done by the SmartPLS 3 software identified that there are positive and strong relations among organizational guidelines, hospitality and customer service in the hotel business, which confirms the proposed hypotheses. It was also demonstrated that there is a need to improve the data collection instrument, adapting some terms to the Brazilian reality.