Made available in DSpace on 2014-12-17T13:53:14Z (GMT). No. of bitstreams: 1 LeilianneMTS.pdf: 498770 bytes, checksum: 9a69f48a0852574bb3aeb57c00b29ec5 (MD5) Previous issue date: 2007-10-05 / The present study seeks to describe the features and peculiarities of the relationship between organizational culture and the quality of tourism services, specifically in the restaurant sector, attempting to contribute toward maintaining the tourism sector of the city of Natal/RN. Thus, a descriptive and correlational study, with qualitative and quantitative approaches, of thirty-seven restaurants that are located in areas that compose the tourism corridor of Natal was undertaken. To collect the quantitative dada, the Organizational Culture Evaluation instrument of Cameron and Quinn (2006) was applied and the SERVPERF instrument of Cronin and Taylor (1992) was used to measure the quality of the services. The results suggest that the Clan and Innovation Cultures are associated with better levels of quality of services than those of the Market and Hierarchy Cultures. The relationships that were identified in this study are consistent with results found in other studies and the information reported here can serve as a basis for managers of the restaurant sector to reach excellence in their services, satisfying their customers and contributing to maintaining the tourism sector / O presente trabalho visa a descrever as caracter?sticas e peculiaridades da rela??o entre cultura organizacional e qualidade dos servi?os tur?sticos, especificamente no setor de restaurantes, na tentativa de contribuir para a manuten??o da atividade tur?stica na cidade de Natal/RN. Para tanto, realizou-se um estudo descritivo e correlacional, com uma abordagem quali-quantitativa, em trinta e sete restaurantes localizados nas ?reas que comp?em o corredor tur?stico de Natal. Para coletar os dados quantitativos da pesquisa, utilizaram-se o Instrumento de Avalia??o da Cultura Organizacional de Cameron e Quinn (2006) e o instrumento SERVPERF de mensura??o da qualidade dos servi?os, de Cronin e Taylor (1992). Os resultados sugerem que as Culturas Cl? e Inovativa, est?o associadas a melhores n?veis de qualidade dos servi?os que as Culturas Mercado e Hier?rquica. As rela??es identificadas neste estudo s?o consistentes com os resultados encontrados em outros trabalhos e as informa??es aqui postas podem servir de base para que os gestores de empreendimentos do setor de restaurantes consigam atingir a excel?ncia de seus servi?os, satisfazendo seus clientes e contribuindo para a manuten??o da atividade tur?stica

Submitted by Automa??o e Estat?stica (sst@bczm.ufrn.br) on 2016-08-27T00:35:24Z No. of bitstreams: 1 AnaPaulaAraujoMaciel_DISSERT.pdf: 6075185 bytes, checksum: db761d921c70a6d3874d8d1c4bb94bfa (MD5) / Approved for entry into archive by Arlan Eloi Leite Silva (eloihistoriador@yahoo.com.br) on 2016-09-02T20:48:27Z (GMT) No. of bitstreams: 1 AnaPaulaAraujoMaciel_DISSERT.pdf: 6075185 bytes, checksum: db761d921c70a6d3874d8d1c4bb94bfa (MD5) / Made available in DSpace on 2016-09-02T20:48:27Z (GMT). No. of bitstreams: 1 AnaPaulaAraujoMaciel_DISSERT.pdf: 6075185 bytes, checksum: db761d921c70a6d3874d8d1c4bb94bfa (MD5) Previous issue date: 2015-12-11 / Os eventos no mundo s?o motivadores significativos no turismo e figura relevante no desenvolvimento e comercializa??o dos planos da maioria dos destinos. Para sua realiza??o, necessitam de infraestrutura espec?fica, e t?m como contrapartida promover benef?cios ? localidade receptora. Para o sucesso dos mesmos, contam com servi?os essenciais oferecidos aos clientes. O objetivo central deste estudo refere-se em analisar os atributos da qualidade dos servi?os no Festival Folcl?rico de Parintins/AM e mostrar como se encontra o n?vel de qualidade do evento na percep??o dos participantes que consumiram os servi?os. Como objetivos espec?ficos, foram tra?ados 3 objetivos: a) Caracterizar o Festival Folcl?rico de Parintins/AM e o Desfile das Escolas de Samba do Rio de Janeiro/RJ; b) Identificar e analisar os atributos de qualidade de servi?os do Festival Folcl?rico de Parintins/AM e Desfile das Escolas de Samba do Rio de Janeiro/RJ, utilizando-se a t?cnica Momento da Verdade; c) Comparar o Festival Folcl?rico de Parintins/AM com o Desfile das Escolas de Samba do Rio de Janeiro (RJ), de acordo com os atributos de qualidade dos servi?os identificados e analisados. A metodologia est? disposta por an?lise qualitativa, explorat?ria descritiva, com observa??o direta, utilizando-se do ciclo do servi?o da t?cnica Momento da Verdade para observar cada etapa do mesmo. Foram realizadas entrevistas semiestruturadas com os atores envolvidos no planejamento, organiza??o e operacionaliza??o dos dois eventos, al?m das entrevistas com o p?blico presente. Como resposta aos objetivos estabelecidos, pode-se concluir que o n?vel de qualidade dos servi?os oferecidos no Festival Folcl?rico de Parintins encontra-se insatisfat?rio em alguns pontos dos momentos da verdade analisados. Observou-se ainda que h? limita??es que dificultam a presta??o do servi?o com o n?vel de qualidade. / Events in the world are significant motivators in tourism and relevant figure in the development and marketing plans of most destinations. For its realization, requires specific infrastructure, and promote benefits are offset to the receiving location. For the success thereof, they have essential services offered to customers. The main objective of this study refers to examine the attributes of service quality in the Folkloric Festival of Parintins / AM and show how the event is the level of quality as perceived by participants who consumed the services. Specific goals were set three objectives: a) Characterize the Folkloric Festival of Parintins / AM and the Samba Schools Parade of Rio de Janeiro / RJ; b) Identify and analyze the Folk Festival of the quality of service attributes of Parintins / AM and Samba Schools Parade of Rio de Janeiro / RJ, using the Moment of Truth technique; c) Compare the Folkloric Festival of Parintins / AM with Samba Schools Parade of Rio de Janeiro (RJ), according to the quality attributes of the identified and analyzed services. The methodology is prepared for qualitative analysis, descriptive exploratory, direct observation, using the Moment of Truth technical service cycle to observe every step of it. Semi-structured interviews were conducted with actors involved in the planning, organization and operation of the two events, in addition to interviews with the local public. As response to stated objectives, it can be concluded that the level of quality of services offered in Parintins Folklore Festival is unsatisfactory in some points of the analyzed real time. It was also observed that there are limitations that hinder the provision of the service to the level of quality.