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Publication
A gestão da qualidade nos destinos turísticos: o caso português
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 15.84 MB | Adobe PDF | |||
| 6.13 MB | Adobe PDF |
Authors
Abstract(s)
O fenómeno de terciarização e de globalização marca decisivamente O cenário e o
ambiente de mudança que a maior parte das economias enfrenta nos dias de hoje,
suscitando um interesse cada vez maior por parte dos investigadores que, nas últimas
décadas, têm focalizado a atenção na problemática da prestação dos serviços e da sua
contextualização em termos de processo de gestão.
Para a maior parte dos países, O sector do turismo assume-se como a principal indústria de serviços, com uma importância crescente para O desenvolvimento socio-económico das regiões receptoras. Este facto prende-se não só com a dinâmica de crescimento do próprio sector como, e muito em especial, com os efeitos multiplicadores diversos que o fenómeno provoca noutros sectores da economia.
Neste contexto, onde a emergência de novos produtos turísticos é uma constante, as
preocupações voltam-se, agora, para a competitividade dos produtos turísticos em geral, e do produto turístico compósito em particular, procurando manter-se ou melhorar
posicionamentos relativos face aos principais concorrentes. Uma das estratégias
apontada como a mais adequada à resolução do problema, e que mais consenso recolhe na literatura, é a da diferenciação dos produtos com base na qualidade.
O objectivo principal da investigação é definir uma metodologia de avaliação que
permita quantificar, comparar e aferir O estado da qualidade nos destinos turísticos, com
base numa abordagem centrada no processo de auto-avaliação desenvolvido pelos
gestores das Regiões de Turismo e de outras organizações que, com maior ou menor
protagonismo, conduzem O processo de gestão integrada nos destinos turísticos.
Os resultados obtidos, tanto em relação aos critérios de avaliação da qualidade nos
destinos turísticos como no que se refere ao perfil de excelência nos destinos turísticos
portugueses, confirmam a generalidade das hipóteses levantadas e representam um
contributo para a consolidação do conhecimento em termos de operacionalização do
constructo da qualidade no contexto dos destinos turísticos.
The tertiary and the globalisation phenomena mark decisively the scenario and the environment of change that most of the economies are facing nowadays. This fact gives rise to a more and more growing interest from the researchers who, in the last decades have been focusing their attention on the problematic of services rendering and their putting into context in terms of management process. For the most part of the countries, the tourism sector is considered as the main services industry, with a growing importance for the hosting regions” socio-economic development. This fact is related not only with the sector growth dynamics but also and very especially, with the various multiplying effects the phenomenon brings to other sectors of the economy. In this context, where the arising of new tourism products is a constant, the concems tum now towards the competitiveness of the tourism products in general and the composite product in particular, aiming at keeping or improving relative positions regarding the main competitors. One of the strategies pointed out, as the most suitable for the problem solution and gathering a larger consensus in literature, is the product differentiation based on quality. The main research purpose is to define an assessment methodology to allow the quantification of the quality in the tourism destinations. This is based on an approach focused on the Self-assessment process developed by the managers of the Tourism Boards and other organizations, which, with more or less protagonism, monitor the integrated quality management in the tourism destinations. The results obtained, both regarding the criteria of quality assessment and the excellence profile in the tourism destinations confirm the hypotheses raised and represent a contribution for the knowledge consolidation in terms of making the quality concept operational in the tourism destination context.
The tertiary and the globalisation phenomena mark decisively the scenario and the environment of change that most of the economies are facing nowadays. This fact gives rise to a more and more growing interest from the researchers who, in the last decades have been focusing their attention on the problematic of services rendering and their putting into context in terms of management process. For the most part of the countries, the tourism sector is considered as the main services industry, with a growing importance for the hosting regions” socio-economic development. This fact is related not only with the sector growth dynamics but also and very especially, with the various multiplying effects the phenomenon brings to other sectors of the economy. In this context, where the arising of new tourism products is a constant, the concems tum now towards the competitiveness of the tourism products in general and the composite product in particular, aiming at keeping or improving relative positions regarding the main competitors. One of the strategies pointed out, as the most suitable for the problem solution and gathering a larger consensus in literature, is the product differentiation based on quality. The main research purpose is to define an assessment methodology to allow the quantification of the quality in the tourism destinations. This is based on an approach focused on the Self-assessment process developed by the managers of the Tourism Boards and other organizations, which, with more or less protagonism, monitor the integrated quality management in the tourism destinations. The results obtained, both regarding the criteria of quality assessment and the excellence profile in the tourism destinations confirm the hypotheses raised and represent a contribution for the knowledge consolidation in terms of making the quality concept operational in the tourism destination context.
Description
Keywords
Gestão integrada da qualidade Destinos turísticos Estratégia Competitividade