O objetivo deste estudo consiste em diagnosticar a contribuição do sistema de qualidade das operadoras turísticas na produção e distribuição de seus produtos turísticos no Município de Porto Alegre, Rio Grande do Sul. Por meio da identificação dos sistemas de qualidade utilizados e suas categorias e/ou subcategorias de análise, visa-se conhecer a relação entre o desenvolvimento dos produtos turísticos e os seus sistemas de qualidade. Para isto, foi realizada inicialmente a ampliação do referencial teórico nas áreas da qualidade, planejamento e gestão de serviços para a identificação das variáveis organizacionais e mercadológicas. Posteriormente, uma pesquisa de campo identificou os sistemas de avaliação da qualidade utilizados pelas operadoras selecionadas. Esta dissertação está dividida em 7 capítulos, onde serão tratados aspectos relacionados: a) ao planejamento e estratégia em seus vários níveis, focando o planejamento corporativo das operadoras turísticas; b) a qualidade, seu conceito, sua relação com os serviços e com o turismo; e c) a elaboração e monitoração do produto turístico, por meio da descrição dos processos de desenvolvimento de produto e dos processos avaliativos e seus indicadores de qualidade. Entende-se que os sistemas de avaliação de qualidade existentes nas operadoras turísticas de Porto Alegre devem estar voltados aos conceitos de qualidade em relação à adequação do produto ao uso desde o momento de seu projeto, visando satisfazer: (a) às necessidades do cliente interno e final; (b) às rotinas internas e a padronização de alguns processos do serviço; e (c) à cultura organizacional flexível e à comunicação interna clara e acessível a toda a organização. Todos esses elementos direcionados a critérios de qualidade previamente definidos podem determinar a diminuição do hiato entre a aquisição do produto/serviço esperado e o obtido. A partir dos resultados, identificou-se que o entendimento sobre qualidade é superior às ações de controle e realinhamento no desenvolvimento e distribuição do produto turístico elaborado pelas operadoras de Porto Alegre. Uma possível interpretação para o resultado encontrado é que os mecanismos de aferição de qualidade utilizados pelas operadoras turísticas estudadas não são adequados para representar o comportamento da realidade ou que os gestores são otimistas quando avaliam o resultado de seus esforços na direção da construção da qualidade dos produtos oferecidos. Concluiu-se, portanto, que "o que é percebido é maior do que o que é realizado". Existe a necessidade do aprimoramento e do planejamento de ferramentas de controle eficazes, capazes de efetuar uma análise mais aprofundada dos critérios a serem alcançados pelas operadoras na satisfação de seus clientes. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-14T17:20:12Z No. of bitstreams: 1 Dissertacao Gabriela Tavolara.pdf: 3119916 bytes, checksum: 752174a713d938705cb758d8461d9030 (MD5) / Made available in DSpace on 2014-05-14T17:20:12Z (GMT). No. of bitstreams: 1 Dissertacao Gabriela Tavolara.pdf: 3119916 bytes, checksum: 752174a713d938705cb758d8461d9030 (MD5) / The objective of this work consists in diagnosing the contribution of the quality systems in tour operators in the production and distribution of tourist products in Porto Alegre, Rio Grande do Sul. A the identification of quality systems and its categories and subcategories of analysis, will be made to verify the relationship between tourist products development and its quality systems. For that, initially it was made a theoretical revision in quality, planning and service s management to survey necessary data to identify marketing and corporate variable. Afterwards, a field research identify the quality control system used by tour operators in Porto Alegre.The study is divided in seven chapters concerning: a) strategy and planning; b) quality, its concept, relation to services and tourism; and c) development and monitoration, tourist product process description of development, assessment and its quality indicators. It is understood that tour operator s quality systems must be focused on quality concepts in adequacyto the use since the project to satisfy: a) the final and internal consumer; b) internal routines and the standardization of some processes of the service; and c) to the flexible organizacional culture and the clear and accessible internal communication to the whole organization. All these elements directed to the criteria of quality previously defined can determine the reduction of the difference between the acquisition of the expected product/service and the obtained one.From the results it was identified that the agreement on quality is superior to the actions of control and lining up process in the development and distribution of the tourist product elaborated by the operators of Porto Alegre. A possibility of interpretation of this result is that the behavior of the reality it was not being represented adequately for the mechanisms of quality control used by the studied tourist operators. Another interpretation mentions optimistical analysis to it of the managers in the evaluation of the result of its efforts in direction of the construction of the offered product quality. One concluded, therefore, that "what it is perceived is bigger of the one than what it is carried through".

O objetivo deste estudo consiste em diagnosticar a contribuição do sistema de qualidade das operadoras turísticas na produção e distribuição de seus produtos turísticos no Município de Porto Alegre, Rio Grande do Sul. Por meio da identificação dos sistemas de qualidade utilizados e suas categorias e/ou subcategorias de análise, visa-se conhecer a relação entre o desenvolvimento dos produtos turísticos e os seus sistemas de qualidade. Para isto, foi realizada inicialmente a ampliação do referencial teórico nas áreas da qualidade, planejamento e gestão de serviços para a identificação das variáveis organizacionais e mercadológicas. Posteriormente, uma pesquisa de campo identificou os sistemas de avaliação da qualidade utilizados pelas operadoras selecionadas. Esta dissertação está dividida em 7 capítulos, onde serão tratados aspectos relacionados: a) ao planejamento e estratégia em seus vários níveis, focando o planejamento corporativo das operadoras turísticas; b) a qualidade, seu conceito, sua relação com os serviços e com o turismo; e c) a elaboração e monitoração do produto turístico, por meio da descrição dos processos de desenvolvimento de produto e dos processos avaliativos e seus indicadores de qualidade. Entende-se que os sistemas de avaliação de qualidade existentes nas operadoras turísticas de Porto Alegre devem estar voltados aos conceitos de qualidade em relação à adequação do produto ao uso desde o momento de seu projeto, visando satisfazer: (a) às necessidades do cliente interno e final; (b) às rotinas internas e a padronização de alguns processos do serviço; e (c) à cultura organizacional flexível e à comunicação interna clara e acessível a toda a organização. Todos esses elementos direcionados a critérios de qualidade previamente definidos podem determinar a diminuição do hiato entre a aquisição do produto/serviço esperado e o obtido. A partir dos resultados, identificou-se que o entendimento sobre qualidade é superior às ações de controle e realinhamento no desenvolvimento e distribuição do produto turístico elaborado pelas operadoras de Porto Alegre. Uma possível interpretação para o resultado encontrado é que os mecanismos de aferição de qualidade utilizados pelas operadoras turísticas estudadas não são adequados para representar o comportamento da realidade ou que os gestores são otimistas quando avaliam o resultado de seus esforços na direção da construção da qualidade dos produtos oferecidos. Concluiu-se, portanto, que "o que é percebido é maior do que o que é realizado". Existe a necessidade do aprimoramento e do planejamento de ferramentas de controle eficazes, capazes de efetuar uma análise mais aprofundada dos critérios a serem alcançados pelas operadoras na satisfação de seus clientes. / The objective of this work consists in diagnosing the contribution of the quality systems in tour operators in the production and distribution of tourist products in Porto Alegre, Rio Grande do Sul. A the identification of quality systems and its categories and subcategories of analysis, will be made to verify the relationship between tourist products development and its quality systems. For that, initially it was made a theoretical revision in quality, planning and service s management to survey necessary data to identify marketing and corporate variable. Afterwards, a field research identify the quality control system used by tour operators in Porto Alegre.The study is divided in seven chapters concerning: a) strategy and planning; b) quality, its concept, relation to services and tourism; and c) development and monitoration, tourist product process description of development, assessment and its quality indicators. It is understood that tour operator s quality systems must be focused on quality concepts in adequacyto the use since the project to satisfy: a) the final and internal consumer; b) internal routines and the standardization of some processes of the service; and c) to the flexible organizacional culture and the clear and accessible internal communication to the whole organization. All these elements directed to the criteria of quality previously defined can determine the reduction of the difference between the acquisition of the expected product/service and the obtained one.From the results it was identified that the agreement on quality is superior to the actions of control and lining up process in the development and distribution of the tourist product elaborated by the operators of Porto Alegre. A possibility of interpretation of this result is that the behavior of the reality it was not being represented adequately for the mechanisms of quality control used by the studied tourist operators. Another interpretation mentions optimistical analysis to it of the managers in the evaluation of the result of its efforts in direction of the construction of the offered product quality. One concluded, therefore, that "what it is perceived is bigger of the one than what it is carried through".

This paper examines the relationship between tour operators and their existing tourism destinations. The intent is to help the tour operators plan strategically for building the sustainability of their destinations. A Framework for Strategic Sustainability Development, based on scientific consensus, was used to structure this work. Interviews with tour operators and tourism experts gave practical insight complementing the literature review and case studies analysed during the research. The key findings were the need for tour operators to: consider a whole-systems perspective; cooperate with the tourism destination to build a common vision of success and a clear understanding of sustainability; and to prioritise their actions based on achieving the vision. From this the authors proposed guidance notes to assist tour operators in addressing these barriers. The paper concludes that tour operators can play a major role in building a sustainable society while perpetuating the tourism industry. In order to do so their actions must be chosen and managed correctly. This involves cooperation with the destinations throughout the strategic planning process and for all involved to be on the same page in terms of the end goal, a sustainable society.

Some tourists travel for medical reasons, and this is known as medical tourism. The growth of medical tourism is mainly spurred by globalisation and the availability of quality healthcare services in receiving countries. Once a medical need arises, a prospective medical tourist would usually search and gather information about prospective medical tourism destinations. Various push and pull factors would determine whether a destination will be selected by tourists to satisfy their medical needs. The aim of this study was thus to identify the push and pull factors of a medical tourism destination, and based on these, to measure South Africa’s performance as a medical tourism destination. Making use of a qualitative research approach, semi-structured interviews were conducted with 13 medical tourism tour operators. Content analysis was used to analyse the data. Some of the push factors identified were the cost and lack of treatment/medical services in medical tourists’ home countries, the availability of expertise and medical facilities at the receiving destination, and the wish to avoid long waiting lists. The quality of hospitals, cost of surgery, expertise of the physicians, as well as the accessibility of destinations were indicated as the pull factors. The findings also show that medical tourists seem to be more interested in the reputation of the healthcare providers and hospitals than in typical tourist activities in medical tourism destinations. The findings of this study highlight the fact that South Africa is not known as a medical tourism destination. Hence there is a need for South Africa to be promoted by government and other stakeholders as a credible, affordable and accessible medical tourism destination. The study contributes to the available literature on medical tourism but from the perspective of medical tourism tour operators as major stakeholders in the medical tourism industry. / Dissertation (MPhil)--University of Pretoria, 2020. / Tourism Management / MPhil / Unrestricted

Research question: What do dive tour operators perceive to be contributing factors for environmental change in coastal zones? Purpose: The aspiration is that the study will advance the understanding of factors impacting coastal zones in order to support achievements for Agenda 2030, Goal 14, Life Below Water. The purpose of the field study is therefore to investigate what aspects impact coastal zones through the case of the coastal zones in Moalboal. The study’s perspective is from workers within dive tour operations.  Method: The study was conducted through a qualitative strategy and an inductive approach. The empirical data was collected through semi-structured interviews with dive tour operators. Additionally, observations were used to add further insight into the phenomenon.  Conclusion: This study concluded that dive tour operators have similar perceptions of the impacts on the environment, however, the degree to which each participant mentioned each factor varied. The research resulted in eleven factors that contribute to environmental change in the coastal zones in Moalboal. The conclusion ends by highlighting that environmental change is an important aspect that concerns the dive tour operators.

No description available.

La finalidad de esta investigación es exponer las tendencias mundiales de gestión sostenible que mediante las acciones en los ejes social y ambiental han sido implementadas por los operadores turísticos. La metodología empleada fue la investigación bibliográfica iniciando con una revisión descriptiva de fuentes académicas que culmina con un análisis descriptivo y evaluativo para los fines de la investigación. La investigación se basó en estudios académicos sobre la aplicación de la sostenibilidad social y ambiental en la gestión de los operadores turísticos internacionales. A partir de ello, se observa que en el eje ambiental existe un mayor número de acciones implementadas por los operadores turísticos. Estas están orientados a la gestión del consumo de agua y energía, manejo de residuos sólidos, reducción de materiales desechables, compras ecológicas, capacitaciones en conciencia ambiental, entre otras. Mientras que para el eje social se identificó que los operadores turísticos aplicaron un menor número de acciones, debido a que estas acciones resultan más complejas. Las acciones se enfocan en beneficios económicos para ambas partes (comunidad-operador turístico) y preservación de la cultura local. Pese a ello, se estableció que aún existen limitaciones para que los operadores turísticos apliquen acciones sostenibles tanto para el eje ambiental, como para el social. Una de las limitaciones es encontrar aliados entre sus proveedores que sigan las mismas prácticas, debido a que deben ofrecer un servicio que incluya estándares de sostenibilidad. Se concluye que las prácticas sociales y ambientales están siendo usadas por operadores turísticos a nivel internacional, y se encuentran principalmente motivadas por los beneficios que traen, tales como, menores costos en operaciones, mayores ingresos por la atención de clientes que demandan experiencias social y ambientalmente sostenibles y lograr una mayor captación de mercado. / The purpose of this research is to expose the global trends of sustainable management that through actions on the environmental and social trust have been implemented by tour operators. The methodology used was bibliographic research initiating with a descriptive review of academic sources that culminates with a descriptive and evaluative analysis for research purposes. The research was based on academic studies on the application of environmental and social sustainability in the management of international tour operators. From this, it is observed that there is a greater number of actions implemented by tour operators in the environmental axis. These actions are oriented to the management of water and energy consumption, solid waste management, reduction of disposable materials, ecological purchases, training in environmental awareness, among others. While for the social axis, it was identified that tour operators applied fewer but more complex actions. Those actions focus on economic benefits for both parties (community-tourist operator) and preservation of local culture. Despite this, it was established that there still are limitations for tour operators to implement sustainable actions for the environmental and social axes. One of the limitations is the difficulty to find allies among their suppliers who follow these same practices, because they must offer a service that includes sustainability standards. It is concluded that social and environmental practices are being used by tour operators internationally and are mainly motivated by the benefits it brings such as, lower costs in operations, higher revenue from the attention of customers who demand social and environmentally sustainable experiences and achieving greater market acquisition. / Trabajo de investigación

The last four years, studied in the work, have become quite difficult for all companies in the tourist market. Many organizations started to consider the ways of their work optimization and adapt the technologies the use. Tourist companies changed their strategies towards finding new solutions, areas of work and policies. The paper analyzes the anti-crisis strategy of a single small travel agency, which, nevertheless, passed through the numerous challenges of this period, while maintaining a sufficient amount of operating activity. The experience of the travel agency "Sletat.ru" can be considered as a "best practice", since the company has existed for the past five years and has successfully adapted to the dynamics of the market. / Последние четыре года, рассматриваемые в работе, стали достаточно сложными для всех игроков туристского рынка и заставили компании задуматься как об оптимизации собственной работы и адаптации используемых технологий, так и о поиске новых решений, направлений работы и политик. В работе анализируется антикризисная стратегия отдельно взятого небольшого туристского агентства, которое, тем не менее, прошло через многочисленные вызовы указанного периода, сохранив достаточный объем операционной деятельности. Опыт туристского агентства «Слетать.ру» можно рассматривать как некую «лучшую практику», так как компания существует в течение последних пяти лет и успешно адаптируется к динамике рынка.

Made available in DSpace on 2016-04-25T18:40:43Z (GMT). No. of bitstreams: 1 Marcio Claudio Contini.pdf: 587514 bytes, checksum: 2539ca8094ea23adc3e6820aa94d7e18 (MD5) Previous issue date: 2010-02-08 / The activity of tourism maritime cruise operation started in Brazil over 60 years ago, although it has gained space in the national economic scenario just recently, thus emerging as one of the country's main and most promising tourism modalities. Encouraged by the excellent cruise seasons of the decade, foreign ship companies, local businessmen, governmental entities and the society in general, turn their attention to this segment. In the 2008/2009 season, for example, ship companies served about 520 thousand guests in their 16 ships. If this volume were not enough high, the segment announces 18 ships for the 2009/2010 season, with capacity to attend 920 thousand guests. Estimates in the sector on the potential of this activity point out that the market may reach the mark of 2 million passengers in short time. For all this volume of guests served and the segment potential scope, the operation of maritime cruises in the country is still little known, mainly as to the accounting and management approach. Many are the actors involved in this process who take part in the several steps of this activity's production chain. The cruise operating company relates to each one of them and carries out basic functions of promoting and selling cruises, as well as that of administering a few activities while the ships are in national waters. For this purpose, they interact with the very foreign ship company, travel agencies, representative agencies, port agencies, government entities, several suppliers and, of course, passengers. The organization and management of all these relationships is something that can be very complex on the operational point of view. In this sense, the importance of the accounting control of these companies has been confirmed. The operating company's controllership division has been outstanding as it develops and exceptional work of managing these relationships. Based on a solid accounting foundation, these divisions have been meeting the needs of managers, thus producing information of a relevant nature and in proper time, helping the business management process. It is in the accounting sphere that these companies search for a relevant part of the operation information and which encompasses a few interesting specificities under the accounting perspective. The management of charter contracts, advance payments received by passengers, advance payment of commissions to travel agents or marketing expenses, the entry of revenues resulting from the sale of coastal or international cruises, among others, are aspects that are considered part of this set of specificities. Likewise, the relationships with the ship companies are also specific topics of this segment. We can note that the management of the cash flow and these coastal cruise contracts are key factors for the success of these businesses. This case study, developed with two of the main cruise companies of the Brazilian cruise industry, Ibero Cruzeiros and Costa Cruzeiros, does an analysis in detail of the aspects of this activity, contributing for the knowledge formation of the tourism cruise operation and the importance of the accounting control in these companies as well as the accounting practices used by the operators in the control of the main operations / A atividade de operação de cruzeiros marítimos de turismo teve início, no Brasil, há mais de 60 anos, embora, somente agora, ganhe espaço no cenário econômico nacional, despontando como uma das principais e mais promissoras modalidades do turismo do país. Incentivada pelas excelentes temporadas de cruzeiros da década, armadoras estrangeiras, empresários locais, entidades governamentais e sociedade em geral, voltam suas atenções ao segmento. Na temporada de 2008/2009, por exemplo, as armadoras atenderam em seus 16 navios cerca de 520 mil hóspedes. Como se esse volume não fosse bastante elevado, o segmento anuncia 18 navios para a temporada 2009/2010, com capacidade para o atendimento de 920 mil hóspedes. Estimativas do setor sobre o potencial dessa atividade indicam que o mercado pode atingir a marca de 2 milhões de passageiros em pouco tempo. Apesar de todo esse volume de hóspedes atendidos e do potencial de alcance do segmento, a operação de cruzeiros marítimos no país ainda é pouco conhecida, principalmente sobre o enfoque contábil e de gestão. São muitos os atores envolvidos nesse processo e que participam das diversas fases da cadeia de produção dessa atividade. A operadora de cruzeiros relaciona-se com cada um deles e executa as funções básicas de promoção e vendas dos cruzeiros, bem como a de administração de algumas atividades enquanto os navios se encontram em águas nacionais. Para tanto, interage com a própria armadora estrangeira, as agências de viagem, as agências representantes, as agências portuárias, as entidades governamentais, diversos fornecedores e, é claro, com os passageiros. A organização e a gestão de todas essas relações é algo que, sob o ponto de vista operacional, pode ser considerado bastante complexo. Nesse sentido, a importância do controle contábil, nessas empresas, tem se confirmado. A divisão de Controladoria das operadoras tem se destacado à medida que desenvolve um excepcional trabalho de gerenciamento dessas relações. Calcada em um forte embasamento teórico contábil, essas divisões vêm atendendo às necessidades dos gestores, produzindo informação de natureza relevante e em tempo adequado e auxiliando no processo de gerenciamento do negócio. É na contabilidade que essas empresas buscam uma parte importante das informações da operação e que englobam certas particularidades interessantes sob a ótica contábil. O gerenciamento de contratos de afretamento, antecipação recebida de passageiros, pagamento antecipado de comissões a agentes de viagem ou de despesas de marketing, o registro das receitas provenientes da venda de cruzeiros de cabotagem ou internacional, entre outros, são aspectos considerados parte desse conjunto de particularidades. Da mesma forma, as relações com as armadoras, também, são temas específicos desse segmento. Note-se que a gestão do fluxo de caixa e desses contratos de cabotagem são fatores-chave para o sucesso desses negócios. Este estudo de caso, desenvolvido com duas das principais empresas de cruzeiros do mercado brasileiro, a Ibero Cruzeiros e a Costa Cruzeiros, faz uma análise detalhada de todos esses aspectos da atividade, contribuindo para a formação de conhecimento sobre a operação de cruzeiros de turismo e a importância do controle contábil nessas empresas, bem como as práticas contábeis utilizadas pelas operadoras no controle das operações de maior relevância

Purpose: The aim of this paper has been to examine which approach travel agencies has to the physical store or office that a customer can visit, and if and in which way the place can affect the customer. Method: This paper is done from a qualitative approach. The content is based on interviews done with employees from seven travel agencies on the swedish market. Conclusion: The conclusion shows that tour operators uses the physical room to build confidence, create security and strengthen the relationship between the staff and customer. Through the physical room the tour operators can affect the customer by giving personal contact, added value and the ability to give the customer directions towards their purchase.