Made available in DSpace on 2014-12-17T14:52:56Z (GMT). No. of bitstreams: 1 MarioOAG.pdf: 1577955 bytes, checksum: fe0181009d2b877d78c486878ab0226b (MD5) Previous issue date: 2006-05-19 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / The objective of this thesis was studying the factors which contribute to customer s satisfaction and loyalty, focusing the Norwegian model of satisfaction and loyalty of the consumer, applied in the sector of hotel services in Natal/RN, Brazil. The theoretical research was led through the concepts of service quality, customer satisfaction and loyalty, models of quality management systems, national index of customer s satisfaction and methods which evaluate the customer s satisfaction. The field research was carried through from December 1st of 2004 to 24 st, among 381 international tourists who had been housed in the hotels of Natal. The analyses of the data had been made through the descriptive statistics and analysis of multiple regression. The results had evidenced that the main precedents variables of satisfaction had been: hotel s room, staff friendliness, hotel restaurant food and price paid; these are factors which explained, in 56,0% the variation of satisfaction with hotels. In relation to the constructs which had influenced the tourist s loyalty, were founds: tourist s satisfaction, hotel image and affective commitment, which had explained 53.0% of the data variability. The complaint management resulted as a basic factor for the tourist s satisfaction and loyalty / Esta tese objetivou o estudo dos fatores que contribuem para a satisfa??o e a fidelidade do cliente, enfocando o modelo noruegu?s de ?ndice de satisfa??o e fidelidade do consumidor, aplicado no setor de servi?o hoteleiro em Natal/RN, Brasil. A pesquisa te?rica foi direcionada para os conceitos de qualidade de servi?os, satisfa??o e fidelidade do cliente, modelos de sistemas de gest?o da qualidade, ?ndices nacionais de satisfa??o do cliente e m?todos que dimensionam a satisfa??o do consumidor. A pesquisa de campo foi realizada no per?odo de 1 a 24 de dezembro de 2004, com 381 turistas internacionais que se hospedaram nos hot?is de Natal. As an?lises dos dados foram feitas atrav?s da estat?stica descritiva e da an?lise de regress?o m?ltipla. Os resultados evidenciaram que as principais vari?veis influenciadoras da satisfa??o foram: o quarto do hotel, a cordialidade de seus funcion?rios, seu restaurante relativo a comida e o pre?o pago ao hotel que explicaram em 56,0% a varia??o da satisfa??o com os hot?is. Em rela??o aos construtos que influenciaram a fidelidade dos h?spedes, encontrou-se: a satisfa??o dos h?spedes, a imagem do hotel e o compromisso afetivo, os quais explicaram 53,0% da variabilidade dos dados. O gerenciamento de reclama??es resultou como um fator fundamental para a satisfa??o e a fidelidade do turista

Made available in DSpace on 2014-12-17T14:53:22Z (GMT). No. of bitstreams: 1 LuizAMMF.pdf: 620384 bytes, checksum: ec023c0843e602d33b7b9e855dcbbe17 (MD5) Previous issue date: 2006-05-19 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / The hotel industry is increasingly using the Internet like a management and operational tool. That way, the hotels will be more prepared to offer quality services to their guests and increase their profits as well. However, many managers seem don t perceive the advantages brought from this new digital environment. This thesis analyse the effects of the hotel managers perceptions as for the Internet effectiveness, Internet access, Internet as a communication tool, future importance of the Internet, benefits and drawbacks of the Internet, according to property type (simple, medium comfort and luxe), property size (quantity of the apartaments), age and hotel industry experience of the managers. The methodology utilized was a survey about the hotels that had at least 40 apartments (medium and big property size), were working in Natal-RN and classified in categories in the Guia Quatro Rodas Brasil, totalizing 35 hotels. Through the analysis of variance (ANOVA) and Tukey test, the results showed that the hotel managers with more than 50 apartments, the managers of the hotel more comfortable, the younger managers and the managers less experient in the hotel industry, demonstrated more conscious about the importance of the adoption of the Internet than the rest of the others. The contribution of this work is to offer more knowledge to the hotel executives about how they can use the Internet and show the importance of the web adoption in their properties / A ind?stria hoteleira cada vez mais vem utilizando a Internet como uma ferramenta gerencial e operacional. Desta forma, os hot?is estar?o bem preparados para oferecer servi?os de qualidade aos h?spedes, como tamb?m aumentando seus lucros. Por?m, muitos dos gerentes parecem n?o perceber as vantagens trazidas por esse novo ambiente digital. Este estudo analisa os efeitos da percep??o dos gerentes de hot?is quanto ? efici?ncia, import?ncia do acesso, uso para comunica??o, vis?o de futuro, benef?cios e dificuldades do uso da Internet, de acordo com os tipos de seus estabelecimentos (simples, m?dio conforto e luxo), porte do hotel (n?mero de apartamentos), idade dos gerentes e tempo de experi?ncia dos gerentes na hotelaria. A metodologia utilizada foi um survey junto aos hot?is que possu?ssem mais de 40 apartamentos (hot?is de m?dio e grande porte), e que estivessem classificados por categorias no Guia Quatro Rodas Brasil, atuando na cidade do Natal-RN, totalizando 35 hot?is. Com base em an?lise de vari?ncia (ANOVA) e teste de Tukey, os resultados revelaram que os gerentes de hot?is com mais de 50 apartamentos, os gerentes de hot?is mais confort?veis, os gerentes mais jovens e os gerentes com menos experi?ncia na hotelaria, demonstraram maior consci?ncia da import?ncia quanto ao uso da Internet do que o restante. A contribui??o desse estudo ? a de propiciar um maior conhecimento para os executivos de hot?is sobre como podem utilizar a Internet, bem como conscientiz?-los da import?ncia da ado??o da web nos seus estabelecimentos

Submitted by Maria Suzana Diniz (msuzanad@hotmail.com) on 2015-05-19T13:39:37Z No. of bitstreams: 1 arquivototal.pdf: 5570321 bytes, checksum: 5993e77821c410f8962afcc235c74f76 (MD5) / Made available in DSpace on 2015-05-19T13:39:37Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 5570321 bytes, checksum: 5993e77821c410f8962afcc235c74f76 (MD5) Previous issue date: 2013-11-04 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / The present study aims at confirming the possibility of quantitative and impersonal accessibility of the buildings for persons with disabilities. The importance of this issue can be highlighted mainly by the global movement for social inclusion of the disabled and the growing elderly population, who are prone to physical disabilities. After proceeding literature review, we analyzed various methods of evaluating accessibility at use in Brazil and other countries, in order to learn about their methodologies and results. We have come to the conclusion that the approach was largely qualitative and grounded in the moral judgment of the evaluators, not allowing the comparison between the compliance of the physical means of accessibility and technical standards or between the buildings analyzed. After this conclusion, we examined the pros and cons of the methods under analysis, proposing a new method, based on the Brazilian technical norms of accessibility and a quantitative structure. The method herein proposed was applied to measure the accessibility of the hotels on the coastline of the city of João Pessoa, who host a considerable number of aged guests. The choice of hotels as a target for evaluation is linked to the emblematic character they have in terms of life quality and cultural development of the elderly and disabled guests in general. The result found shows that, through a numerical indicator, it is possible to evaluate quantitatively and impersonally the degree of accessibility of buildings, allowing comparison and indication of improvement measures. / O presente trabalho buscou comprovar a possibilidade de avaliar, quantitativa e impessoalmente, a acessibilidade ao ambiente construído por parte de pessoas portadoras de necessidades especiais. A importância do tema pode ser ressaltada, principalmente, pelo movimento mundial para a inclusão social do deficiente e pelo crescimento relativo da população de idosos, que se constitui em faixa etária predisposta a deficiências físicas. Através de levantamento bibliográfico, foram analisados vários métodos de avaliação da acessibilidade utilizados no Brasil e em outros países, com o intuito de conhecer suas metodologias e os resultados. Constatou-se que a abordagem, predominantemente qualitativa e calcada no juízo de valor dos avaliadores, não possibilita a comparação da conformidade dos meios físicos de acessibilidade com as normas técnicas ou entre as edificações avaliadas. A partir dessa constatação, foram considerados os aspectos positivos e negativos dos métodos analisados e se propôs um novo método, calcado na normativa técnica de acessibilidade brasileira e numa estrutura quantitativa. O método proposto para mensurar a acessibilidade foi aplicado em hotéis da orla marítima da cidade de João Pessoa, que apresentam uma frequência importante de pessoas idosas. A escolha de hotéis como alvo da avaliação se deve ao seu caráter emblemático, em termos de qualidade de vida e de desenvolvimento cultural dos idosos e dos deficientes em geral. O resultado encontrado demonstrou que, através de um indicador numérico, é possível avaliar, quantitativa e impessoalmente, o grau de acessibilidade das edificações, permitindo a comparação e a indicação das medidas de melhoria.

A elevada competitividade dos dias atuais e a conscientização do consumidor para a qualidade dos produtos delimitam um contexto no qual os edifícios são entendidos como ativos que contribuem para a produtividade das organizações. Entretanto, a concepção dos edifícios nem sempre assegura soluções adequadas ao seu \"uso e operação\", devido à falhas na consideração das reais demandas dos usuáios. O objetivo desta Tese é formular um modelo conceitual para integrar as fases de \"concepção\" e de \"uso e operação\" do edifício por meio do planejamento da qualidade. O edifício do segmento hoteleiro apresenta uma diversidade de componentes, processos e agentes envolvidos em sua produção e operação; complexidade do programa arquitetônico; e papel relevante das atividades de manutenção predial para o desempenho do empreendimento, que justificam sua escolha como objeto da pesquisa. Os métodos de pesquisa envolvem revisão teórica e estudo de caso, a fim de verificar a aplicação prática dos conhecimentos levantados e avaliar o desempenho desses edifícios, com uso da Avaliação Pós-Ocupação, cujos resultados estabelecem a avaliação qualitativa desse desempenho e as prioridades dos usuários quanto a esses requisitos. Com base nas análises realizadas, a Tese é concluída com a elaboração de um modelo para o Planejamento da Qualidade de edifícios hoteleiros aplicado às fases de \"concepção\" e \"uso e operação\", como forma de integrá-las, elevar o desempenho do edifício e a satisfação de seus usuários. / The fierce competition in the market and the alertness of the consumer to the quality of products define a context in which buildings are perceived as assets that contribute to the productivity of organizations. However, the design of buildings does not always ensure solutions that will promote adequacy to their operation, once the real demands of their users tend not to be taken into consideration. The aim of this thesis is to propose conceptual model capable of integrating the building design stage with its operation stage by means of a high quality plan. There is a wide variety of components, processes and players involved in the production and operation of hotel buildings, not to mention the complexity of their architectural program and the relevant role played by building maintenance activities in its performance, aspects which justify the choice of the object of the research. The research methods comprise theoretical revision and case studies in order to establish the practical application of the knowledge acquired and evaluate the performance of these buildings, by means of the Post-Occupation Evaluation, whose results establish the qualitative evaluation of their performance and the priorities of their uses regarding these requisites. Based on the analyses undertaken, the Thesis is concluded with the elaboration of a model for the Quality Planning for hotel buildings applied on design and operation stages, in order to integrate these stages, enhance their performance and promote client satisfaction.

Purpose: The purpose of this study is to gain in-depth understanding of the influence of booking channels in the hotel sector on the small hotel's organization. Method: The essay is based on a qualitative multidirectional study conducted with 6 semistructured interviews as a data collection method. Previous research: To give the reader an idea of the subject, previous research and studies summarize the influence of booking channels on hotels in this section. The research lies with the theory section as the basis for the final analysis. Theory: The theory deals with two-sided networks in a platform theory to create understanding of the relationship between users and the platform. The section also discusses two businessmodels, B2B and B2B2C, which describe the business process traditionally and how it developed in line with e-commerce. Empiria: The Empiria section begins with a presentation of the 6 cases investigated and these lected respondents interviewed. The hotels that participated in the survey are Lydmar Hotel, Hellsten Hotels, Mälardrottningen, Sky Hotel Apartments, Hotell Hansson and Hotell Anonym. Finally, the respondents' responses are summarized and linked to the themes identified during the course of data collection. Findings: The results of the study indicate that the major booking channels have a big influence on small hotels but that they contributed to the opportunity for the small hotels to market globally and therefore receive higher occupancy rates than before. The booking channels have also played an important part in Stockholm's destination development.

The thesis deals with comparison of selected methods applicable in valuation of hotels. Methods are applied to the valuation of a particular hotel. The hotel is valued by the cost method, comparative methods, income methods and other methods used in the valuation of hotels. The results are compared, any differences are analyzed. Valuation of the hotel is based on financial analysis, strategic analysis, forecast of value drivers and financial plan.

The biggest hotel chain Orea Hotels rating services and its possition related to the tourism in the Czech Republic. Rating of the present quality, range and the sale of the offered product with the aim to recommend possible improvements.

The purpose of the study was to determine customer perceptions of fairness concerning pricing policies charged by the hotel industry, and to examine how different outcomes in pricing policies affect customer perceptions of fairness. Convenience-Interception survey sampling was used to collect 460 sample data at the Dallas Love Field Airport. After analyzing data, one can infer that when revenue management information was provided, customers are satisfied. Further, age, education, Airline FFP enrolled and redeem miles, and pricing based on marketing channels plays an imperative role in this study.

A massificação do turismo provocou impactos negativos ao ambiente natural, forçando as empresas integrantes do setor turístico, especialmente a hotelaria, a introduzir práticas de proteção ambiental aos seus procedimentos de gestão. A Contabilidade Ambiental, enquanto instrumento de avaliação e auxílio à gestão ambiental, pode evidenciar e divulgar as medidas adotadas e os resultados alcançados nessas práticas. Partindo desta premissa, e tendo como fundamentação teórica a perspectiva de entender o denominado desenvolvimento sustentável, foi utilizado o questionário proposto no Programa Green Deal adotado pela Guatemala, com o objetivo de evidenciar as práticas de gestão ambiental aplicadas em cinco hotéis de Caxias do Sul. Uma vez medida a atuação ambiental dos hotéis escolhidos, que configuram aqueles com capacidade superior a cem unidades habitacionais, com a ajuda dos indicadores propostos pelo citado programa, as informações foram transformadas em um sistema de dados uniformes. Com base na teoria da Contabilidade Ambiental, foi elaborado um modelo de Balanço Gerencial de Práticas Ambientais (BGPA), do ponto de vista qualitativo, no qual são evidenciados os ativos e passivos ambientais identificados na investigação empírica. O modelo demonstra os resultados do desempenho ambiental dos hotéis pesquisados em Caxias do Sul. / Massive tourism has caused negative impacts to the natural environment, forcing tourism related companies, specially hotels, to introduce actions for environmental protection into its management procedures. Environmental Accounting, as an instrument for evaluation and assistance to environmental management, can demonstrate and make public the adopted measures and the results reached with these practices. According to this aspect, based on the expectation of understanding sustainable development, a questionnaire from the Green Deal Program, used in Guatemala, has been applied, intending to demonstrate the environmental managerial practices used in five hotels in Caxias do Sul/Brazil.After measuring the environmental action in the selected hotels, that is, those with at least one hundred rooms, with the assistance of the indicators used by the mentioned program, the information has been transformed in an uniform data system. Based on the Environmental Accounting theory, a model of Management Related Balance of Environmental Practices (MBEP) has been prepared, from a qualitative point of view, where environmental debit and credit are brought up in the empirical investigation. The model demonstrates the results of the environmental performance researched on the selected hotels in Caxias do Sul/Brazil.

Syftet med studien är att undersöka de risker som finns i samband med brand i däckhotell, samt utvärdera om samhällets krav på byggnadstekniskt brandskydd är tillräckligt för att hantera risknivån. Samhällets krav i studien är Boverkets byggregler BFS 2011:6 med ändring till och med BFS 2020:4 (BBR) och den kravställning som sker i enlighet med förenklad dimensionering. Kraven i BBR har kvantifierats för att möjliggöra en jämförelse mellan BBR och de verkliga förutsättningar som återfinns på däckhotell. Studien behandlar enbart tre av de fem punkter som BBR baseras på. Utveckling och spridning av brand och rök inom byggnadsverket ska begränsas, spridning av brand till närliggande byggnadsverk ska begränsas och hänsyn ska tas till räddningsmanskapets säkerhet vid brand. Det finns erfarenheter kring bränder i däcklager men ingen samlad bild av hur däckhotell bör hanteras i regelverken, eller om det är förenligt med byggreglernas intention och räddningstjänstens praktiska erfarenheter att utföra insats. Hur ska då brandskyddet utformas i däckhotell för att samhällets krav ska vara uppfyllt? I ett däcklager kan det handla om flera tusen däck som lagras samtidigt. Metodval för att besvara frågeställningarna var att utifrån verkliga däckhotell tillsammans med forskning och studier inom området, genomföra en rad olika analyser. Detta för att kunna besvara frågorna kvantitativt och/eller kvalitativt. Alla frågeställningar krävde dock flera antaganden för att vara möjliga att besvara. För att erhålla något att basera antagandena mot, genomfördes en fallstudie på verkliga däckhotell. Därefter skapades fem olika geometriska modeller baserade på de verkliga byggnaderna av volym, konstruktionsmaterial och ventilationsmöjligheter. Fallstudien visade även på stor variation på antalet däck som fanns placerade i däckhotell. Dock kan det konstateras att brandbelastningen i ett däckhotell överskrider 1600 MJ/m2 golvarea. Det konstruktionsmaterial byggnaden är uppförd med har stor inverkan på temperaturen i brandrummet. Däckhotell uppförda med en betongkonstruktion ger bättre förutsättningar för de brandavskiljande komponenterna att upprätthålla den brandbegränsande funktionen, detta i jämförelse med ett däckhotell uppfört av plåt med isoleringskärna. En brandcellsgräns som utsätts för den temperaturutveckling som sker i byggnad med väggar och tak av plåt-/isoleringskonstruktion, kommer eventuellt inte att begränsa brandspridningen under avsedd tid. De två skyddsbarriärerna som anges i BBR för att begränsa brandspridning mellan byggnader är skyddsavstånd eller att ytterväggen utformas som en brandcellsgräns, men där funktionen av en brandcellsgräns blir beroende av byggnadens konstruktionsmaterial. Fungerande skyddsavstånd är under förutsättning att öppningarna i fasad är begränsade och inte är större än en normal garageport. Syftet med att skydda närliggande byggnader uppfylls därmed inte. Skyddsavståndet bör vara i relation till arean på möjliga öppningar istället för ett fast värde. Ska skyddsavståndet vara fast bör det ske reglering av arean på möjliga öppningar och begränsa storleken eller kritisk strålningsnivå som får uppkomma på närliggande byggnad. Granskning av räddningsmanskapets säkerhet var en jämförelse mellan BBR och intervjuer på hur en räddningsinsats skulle kunna genomföras. Det som diskuterades var vilka risker branden och byggnaden utgör, samt hur dessa kan påverka genomförandet av insatsen. Brandtekniska åtgärder för att ta hänsyn till räddningsmanskapets säkerhet vid insats finns inte i erforderlig omfattning, vid brandteknisk projektering enligt förenklad dimensionering. Utan tidig detektion är risken överhängande att branden är för omfattande för att användning av invändiga brandposter för begränsning ska kunna vara möjlig. Dock är den enskilt viktigaste åtgärden för räddningsmanskapets säkerhet är att säkerställa tillgången till rätt mängd släckvatten vid byggnaden. Däckhotell placerade i containers är den enda byggnadsgeometri vilken kan projekteras enligt förenklad dimensionering. Den lagringsmetoden ger bäst möjlighet till en lyckad räddningsinsats och låg riskbild, och de är den enda modellen där brandcellsgränser helt klart skulle uppfylla sitt syfte både i klass EI 30 och EI 60. Containers har normalt inga fönster eller andra likvärdiga öppningar. / The aim of the thesis is mainly to investigate the risks that exist in case of fire in tire hotels and to evaluate whether society's requirements for fire protection in buildings are enough to manage this level of risk. Society's requirements in the study are Boverket's building regulations, BFS 2011:6 with amendments up to BFS 2020:4, (BBR) and the requirements that takes place in accordance with simplified design. The requirements in BBR have been quantified to enable a comparison between BBR and the actual conditions found in tire hotels. The study only treats three of the five items which BBR is based on. Development and spread of fire and smoke within the construction works is limited, spread of fire to adjacent construction works is limited and consideration has been taken to the rescue team's safety in case of fire. It exists some experience of fires in tire storage, but not a general picture of how a tire hotel should be design according to the building regulations, nor if it´s compatible with the building regulations' intention or the rescue team's practical experience of carrying out a rescue operation. The question is how the fire protection should be designed in tire hotels so that society's requirements can be fulfilled? When it can be thousands of tires which are stored at the same time in a tire hotel. The method to answer the questions was to carry out a few different analyses based on real tire hotels, together with research and studies in this area, so the questions could be answered quantitatively and/or qualitatively. However, all questions required some assumptions to be answered. To obtain something to base the assumptions against, a case study on real tire hotels was conducted. Five different geometric models were therefore created based on the buildings in terms of volume, construction materials and ventilation openings. The case study also showed a great variation in the number of tires that were stored in the hotels. Even with the variation, it can be stated that the fire load in a tire hotel exceeds 1600 MJ/m2 per floor area. The buildings construction material has a big impact on the fire temperature in the room. Tire hotels with a concrete construction provide better conditions for the fire-separation components to maintain the limiting function, in comparison with a construction of metal sheets with a core of insulation. A fire compartment boundary that is exposed to a temperature rise that occur in a metal structure, may not have the function over time it supposed to limit the spread of fire to other rooms during the intended time. BBR specifies two protective barriers to limit the spread of fire to adjacent construction, which are safety distances or that an exterior wall is designed as a fire compartment boundary. The function to limited fire spread by a fire compartment boundary is dependent on the building's construction material to fulfill its purpose. For a safety distance to work, the openings in the facade must be limited and not larger than a normal garage door. The purpose of protecting adjacent construction is therefore not fulfilled. The safety distance should be in relation to the area of ​​ openings instead of a fixed value. If the safety distance is a fixed value, the areas of openings should be regulated, if not, the size of the critical radiation that occur on an adjacent construction should be limited. Examination of the rescue team's safety was a comparison between BBR and interviews on how a rescue operation could be carried out. Under the interviews it was discussed what type of risks that are caused by the fire and the building, and how these risks can affect the implementation of the operation. The fire technical arrangements do not fulfill its purpose, to create the level of safety that are required for the rescue team when the fire technical design is according to a simplified design. Without early detection, the risk is imminent that the fire is too large for a person to use an indoor fire hydrant. The most important arrangements for the safety of the rescue team are however to ensure access to the right volume of water near the building. Tire hotels placed in containers are the only type of building which can be projected according to simplified design. This storage method provides the best opportunity for a successful rescue operation with a low risk.  Containers are also the only geometric model where fire compartment boundary would clearly fulfill its purpose, in both class EI 30 and EI 60. Containers have normally no windows or other equivalent openings.