Please use this identifier to cite or link to this item:
http://hdl.handle.net/10071/24595
Author(s): | Saraiva, M. Soares, M. Jorge, F. Pires, A. R. |
Editor: | Berbegal-Mirabent, J., Marimon, F., Casadesús, M., and Sampaio, P. |
Date: | 2018 |
Title: | Quality and satisfaction: The case of nautical tourist services in the Region of Alto Douro Vinhateiro – Portugal |
Pages: | 309 - 328 |
Event title: | 3rd International Conference on Quality Engineering and Management (ICQEM 2018) |
ISBN: | 978-989-20-8521-0 |
Keywords: | Quality Satisfaction Nautical tourist services Region of Alto Douro Vinhateiro - Portugal |
Abstract: | Purpose – Organizations of tourist services, in the context of económica and financial crisis, seeking to combine the concept of quality to the satisfaction of internal customers (employees) and external customers (tourists), so as to ensure the provision of a personalized service excellence. This paper aims to provide an overview of the quality of the tourist services effected in the nautical Alto Douro Vinhateiro (ADV) – Portugal. Design/methodology/approach – This project work was applied to 117 internal customers (employees), through the application of a survey of various nautical tourist services organizations in the ADV. Findings – The results obtained demonstrate that there are aspects to be improved in these organizations, so that employees feel satisfied, namely: concern for employees; specific training; working conditions; greater dialogue between supervisors and employees; allocation of workload and time off. Originality/value – The employees´ satisfaction (internal customers) hasn´t been studied in nautical tourist services, due to the fact that the main approach has been to analys the external customers satisfaction. |
Peerreviewed: | yes |
Access type: | Open Access |
Appears in Collections: | BRU-CRI - Comunicações a conferências internacionais |
Files in This Item:
File | Description | Size | Format | |
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conferenceobject_73414.pdf | Versão Editora | 887,04 kB | Adobe PDF | View/Open |
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