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
| Identifer | oai:union.ndltd.org:IBICT/oai:repositorio.ufrn.br:123456789/12090 |
| Date | 05 October 2007 |
| Creators | Silva, Leilianne Michelle Trindade da |
| Contributors | CPF:63805456468, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4799499A7, Lopes, Fernando Dias, CPF:59550767000, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4701722H7, Costa, Benny Kramer, CPF:32851120425, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4782176P6, Medeiros, Carlos Alberto Freire |
| Publisher | Universidade Federal do Rio Grande do Norte, Programa de P?s-Gradua??o em Administra??o, UFRN, BR, Pol?ticas e Gest?o P?blicas; Gest?o Organizacional |
| Source Sets | IBICT Brazilian ETDs |
| Language | Portuguese |
| Detected Language | English |
| Type | info:eu-repo/semantics/publishedVersion, info:eu-repo/semantics/masterThesis |
| Format | application/pdf |
| Source | reponame:Repositório Institucional da UFRN, instname:Universidade Federal do Rio Grande do Norte, instacron:UFRN |
| Rights | info:eu-repo/semantics/openAccess |
Page generated in 0.0028 seconds