Cultura organizacional e qualidade dos serviços turísticos: um estudo em restaurantes de Natal/RN

• Autor(a) principal: Silva, Leilianne Michelle Trindade da
• Data de Publicação: 2010
• Outros Autores: Medeiros, Carlos Alberto Freire, Costa, Benny Kramer
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Repositório Institucional da UFRN
• Texto Completo: https://repositorio.ufrn.br/jspui/handle/123456789/19040
• topic: Cultura organizacional; Qualidade; Serviços turísticos

In the travel industry, organizational culture and quality of services are closely related, mediated by employees’ attitudes and behaviors. On one hand, organizational culture is perceived as a determinant of human behavior within organizations. On the other, the quality of services is highly dependent on employees’ attitudes. In this context, this study describes the features and peculiarities of the relationship between organizational culture and the quality of tourism services, specifi cally in the restaurant sector. To this end, a descriptive and correlation study was carried out, using qualitative and quantitative methods, in thirty-seven restaurants located within the tourism corridor of Natal. For the collection of quantitative dada, Cameron and Quinn’s (2006) Organizational Culture Evaluation instrument, and Cronin and Taylor’s (1992) SERVPERF instrument were used to measure the quality of services. The qualitative data were collected using an interview script with questions on quality culture. The results suggest that among the cultures theorized by Cameron and Quinn (2006), the Clan and Innovation Cultures are associated with higher levels of quality in services than the Market and Hierarchy Cultures. The relationships identifi ed in this study are consistent with the results found in other studies, and the information reported here can serve as a basis for managers of the restaurant sector, to achieve excellence in their services, satisfying their customers and contributing to maintaining the tourism sector.