Business Affective Persona (BAP): a methodology to create personas to enhance customer relationship with trust and empathy
Autor(a) principal: | |
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Data de Publicação: | 2018 |
Outros Autores: | , , |
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.v0i29.1060 |
Resumo: | Tourism is expanding and evolving worldwide in a fast and modern way. Although growth has remained far from crisis affecting other sectors, it should be noted that its economy and management takes a very peculiar form, which needs to be explored in a not standardized way. The tourism combines tangible assets, with experiences, emotions and affectivity. This work aims to address new forms of interaction that the management and planning in tourism should have in the near future, combining the tourism's management and economics with 'hospitality', based on communication process between people. This is a proposes of an innovative way to drive the tourist management using humanistic and affective tools defined as 'personas'. |
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Business Affective Persona (BAP): a methodology to create personas to enhance customer relationship with trust and empathyPersona Afetiva para Negócios (BAP): uma metodologia para criar personas para melhorar a relação de cliente com confiança e empatiaTourism is expanding and evolving worldwide in a fast and modern way. Although growth has remained far from crisis affecting other sectors, it should be noted that its economy and management takes a very peculiar form, which needs to be explored in a not standardized way. The tourism combines tangible assets, with experiences, emotions and affectivity. This work aims to address new forms of interaction that the management and planning in tourism should have in the near future, combining the tourism's management and economics with 'hospitality', based on communication process between people. This is a proposes of an innovative way to drive the tourist management using humanistic and affective tools defined as 'personas'.O turismo encontra-se a expandir e a evoluir a nível mundial de uma forma rápida e moderna. Apesar de seu crescimento ter se mantido distante da crise que afeta outros setores, é preciso observar que a sua economia e gestão assumem uma forma bastante peculiar, a qual precisa ser explorada de forma não padronizada. O turismo combina ativos tangíveis, com experiências, emoções e afetividade.Este trabalho tem por objetivo abordar novas formas de interação que a gestão e o planejamento em turismo devem possuir no futuro próximo. O artigo combina as formas de gestão e economia com a dimensão da 'hospitality', baseada na comunicação entre pessoas. Para isso, o trabalho propõe um processo de gestão feito através da introdução de fatores de humanização e afetividade aqui definidos como 'personas'.Departamento de Economia, Gestão, Engenharia Industrial e Turismo da Universidade de Aveiro2018-01-01T00:00:00Zjournal articlejournal articleinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://doi.org/10.34624/rtd.v0i29.1060oai:proa.ua.pt:article/1060Journal of Tourism & Development; No 29 (2018); 85-97Revista Turismo & Desenvolvimento; n.º 29 (2018); 85-972182-14531645-9261reponame: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/1060https://doi.org/10.34624/rtd.v0i29.1060https://proa.ua.pt/index.php/rtd/article/view/1060/865https://creativecommons.org/licenses/by/4.0/info:eu-repo/semantics/openAccessCâmara, MicheleSignoretti, AlbertoCosta, CarlosSoares, Sandra C.2022-09-26T10:56:25Zoai:proa.ua.pt:article/1060Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T16:05:16.339887Repositório 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 Affective Persona (BAP): a methodology to create personas to enhance customer relationship with trust and empathy Persona Afetiva para Negócios (BAP): uma metodologia para criar personas para melhorar a relação de cliente com confiança e empatia |
title |
Business Affective Persona (BAP): a methodology to create personas to enhance customer relationship with trust and empathy |
spellingShingle |
Business Affective Persona (BAP): a methodology to create personas to enhance customer relationship with trust and empathy Câmara, Michele |
title_short |
Business Affective Persona (BAP): a methodology to create personas to enhance customer relationship with trust and empathy |
title_full |
Business Affective Persona (BAP): a methodology to create personas to enhance customer relationship with trust and empathy |
title_fullStr |
Business Affective Persona (BAP): a methodology to create personas to enhance customer relationship with trust and empathy |
title_full_unstemmed |
Business Affective Persona (BAP): a methodology to create personas to enhance customer relationship with trust and empathy |
title_sort |
Business Affective Persona (BAP): a methodology to create personas to enhance customer relationship with trust and empathy |
author |
Câmara, Michele |
author_facet |
Câmara, Michele Signoretti, Alberto Costa, Carlos Soares, Sandra C. |
author_role |
author |
author2 |
Signoretti, Alberto Costa, Carlos Soares, Sandra C. |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Câmara, Michele Signoretti, Alberto Costa, Carlos Soares, Sandra C. |
description |
Tourism is expanding and evolving worldwide in a fast and modern way. Although growth has remained far from crisis affecting other sectors, it should be noted that its economy and management takes a very peculiar form, which needs to be explored in a not standardized way. The tourism combines tangible assets, with experiences, emotions and affectivity. This work aims to address new forms of interaction that the management and planning in tourism should have in the near future, combining the tourism's management and economics with 'hospitality', based on communication process between people. This is a proposes of an innovative way to drive the tourist management using humanistic and affective tools defined as 'personas'. |
publishDate |
2018 |
dc.date.none.fl_str_mv |
2018-01-01T00:00:00Z |
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.v0i29.1060 oai:proa.ua.pt:article/1060 |
url |
https://doi.org/10.34624/rtd.v0i29.1060 |
identifier_str_mv |
oai:proa.ua.pt:article/1060 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://proa.ua.pt/index.php/rtd/article/view/1060 https://doi.org/10.34624/rtd.v0i29.1060 https://proa.ua.pt/index.php/rtd/article/view/1060/865 |
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 29 (2018); 85-97 Revista Turismo & Desenvolvimento; n.º 29 (2018); 85-97 2182-1453 1645-9261 reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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 |
repository.mail.fl_str_mv |
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1799130514845597696 |