Business events in the hotel industry: proposal for a customer satisfaction evaluation model

Detalhes bibliográficos
Autor(a) principal: Tavares, Sara Margarida Covêlo
Data de Publicação: 2011
Outros Autores: Eusébio, Maria Celeste de Aguiar
Tipo de documento: Artigo
Idioma: por
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: https://doi.org/10.34624/rtd.v0i15.13441
Resumo: The main purpose of this paper is to develop a model to assess consumer satisfaction on business events’ venues. This model is developed for the hotel industry and builds on the service quality dimensions proposed in the SERVQUAL model, the factors influencing the choice of a venue for business events, and the Perceived Performance Theory. The developed model – EVENTPERF – includes 48 attributes and was empirically tested in three hotels located in Portugal, which belong to a Portuguese hotel chain. Results suggest important theoretical and practical contributions on consumer satisfaction regarding hotel business events.  
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spelling Business events in the hotel industry: proposal for a customer satisfaction evaluation modelEventos de negócios na hotelaria: proposta de um modelo de avaliação da satisfação dos clientesThe main purpose of this paper is to develop a model to assess consumer satisfaction on business events’ venues. This model is developed for the hotel industry and builds on the service quality dimensions proposed in the SERVQUAL model, the factors influencing the choice of a venue for business events, and the Perceived Performance Theory. The developed model – EVENTPERF – includes 48 attributes and was empirically tested in three hotels located in Portugal, which belong to a Portuguese hotel chain. Results suggest important theoretical and practical contributions on consumer satisfaction regarding hotel business events.  O principal objectivo deste artigo é desenvolver um modelo para avaliar a satisfação dos consumidores de locais para a realização de eventos de negócios. O modelo é desenvolvido para a hotelaria tendo como base as dimensões para avaliar a qualidade dos serviços, propostas no modelo SERVQUAL, os factores que influenciam a escolha de um local para a realização de eventos de negócios e a Teoria da Performance Percebida. O modelo desenvolvido – EVENTPERF – integra 48 atributos e foi aplicado a três unidades hoteleiras localizadas em Portugal, pertencentes a uma cadeia hoteleira portuguesa. Dos resultados emergem contributos teóricos e práticos relevantes para o estudo da satisfação dos clientes de eventos de negócios das unidades hoteleiras.  Departamento de Economia, Gestão, Engenharia Industrial e Turismo da Universidade de Aveiro2011-01-01T00:00:00Zjournal articlejournal articleinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://doi.org/10.34624/rtd.v0i15.13441oai:proa.ua.pt:article/13441Journal of Tourism & Development; No 15 (2011); 55-69Revista Turismo & Desenvolvimento; n.º 15 (2011); 55-692182-14531645-9261reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPporhttps://proa.ua.pt/index.php/rtd/article/view/13441https://doi.org/10.34624/rtd.v0i15.13441https://proa.ua.pt/index.php/rtd/article/view/13441/8987https://creativecommons.org/licenses/by/4.0/info:eu-repo/semantics/openAccessTavares, Sara Margarida CovêloEusébio, Maria Celeste de Aguiar2022-09-26T10:57:21Zoai:proa.ua.pt:article/13441Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T16:06:00.197827Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Business events in the hotel industry: proposal for a customer satisfaction evaluation model
Eventos de negócios na hotelaria: proposta de um modelo de avaliação da satisfação dos clientes
title Business events in the hotel industry: proposal for a customer satisfaction evaluation model
spellingShingle Business events in the hotel industry: proposal for a customer satisfaction evaluation model
Tavares, Sara Margarida Covêlo
title_short Business events in the hotel industry: proposal for a customer satisfaction evaluation model
title_full Business events in the hotel industry: proposal for a customer satisfaction evaluation model
title_fullStr Business events in the hotel industry: proposal for a customer satisfaction evaluation model
title_full_unstemmed Business events in the hotel industry: proposal for a customer satisfaction evaluation model
title_sort Business events in the hotel industry: proposal for a customer satisfaction evaluation model
author Tavares, Sara Margarida Covêlo
author_facet Tavares, Sara Margarida Covêlo
Eusébio, Maria Celeste de Aguiar
author_role author
author2 Eusébio, Maria Celeste de Aguiar
author2_role author
dc.contributor.author.fl_str_mv Tavares, Sara Margarida Covêlo
Eusébio, Maria Celeste de Aguiar
description The main purpose of this paper is to develop a model to assess consumer satisfaction on business events’ venues. This model is developed for the hotel industry and builds on the service quality dimensions proposed in the SERVQUAL model, the factors influencing the choice of a venue for business events, and the Perceived Performance Theory. The developed model – EVENTPERF – includes 48 attributes and was empirically tested in three hotels located in Portugal, which belong to a Portuguese hotel chain. Results suggest important theoretical and practical contributions on consumer satisfaction regarding hotel business events.  
publishDate 2011
dc.date.none.fl_str_mv 2011-01-01T00:00:00Z
dc.type.driver.fl_str_mv journal article
journal article
info:eu-repo/semantics/article
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://doi.org/10.34624/rtd.v0i15.13441
oai:proa.ua.pt:article/13441
url https://doi.org/10.34624/rtd.v0i15.13441
identifier_str_mv oai:proa.ua.pt:article/13441
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://proa.ua.pt/index.php/rtd/article/view/13441
https://doi.org/10.34624/rtd.v0i15.13441
https://proa.ua.pt/index.php/rtd/article/view/13441/8987
dc.rights.driver.fl_str_mv https://creativecommons.org/licenses/by/4.0/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv https://creativecommons.org/licenses/by/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Departamento de Economia, Gestão, Engenharia Industrial e Turismo da Universidade de Aveiro
publisher.none.fl_str_mv Departamento de Economia, Gestão, Engenharia Industrial e Turismo da Universidade de Aveiro
dc.source.none.fl_str_mv Journal of Tourism & Development; No 15 (2011); 55-69
Revista Turismo & Desenvolvimento; n.º 15 (2011); 55-69
2182-1453
1645-9261
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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