¿La percepción de los huéspedes sobre la sostenibilidad afecta la defensa del consumidor en el sector hotelero?

Autores/as

  • Lucimari Acosta Pereira Universidade Federal de Pelotas (UFPel), Pelotas, RS, Brasil.
  • Ricardo Saraiva Frio Universidade Federal do Rio Grande (FURG), Rio Grande, RS, Brasil. https://orcid.org/0000-0003-4536-4687
  • Melise de Lima Pereira Universidade Federal do Paraná (UFPR), Curitiba, PR, Brasil.
  • Thayele Oliveira dos Santos Universidade do Vale do Itajaí (UNIVALI), Itajaí, SC, Brasil.

DOI:

https://doi.org/10.7784/rbtur.v18.2969

Palabras clave:

Defensa del consumidor, Percepción de sostenibilidad, Actitud sostenible, Preocupación ambiental, Comportamiento ciudadano

Resumen

La literatura académica carece de estudios sobre sostenibilidad empresarialy defensa del consumidor en el sector turístico. En la última década, los investigadores de turismo han integrado la teoría del comportamiento, explicando la inconsistencia entre intención y comportamiento desde diferentes ángulos teóricos. En este sentido, esta investigación realiza un análisis de cómo la percepción de sostenibilidad en el sector hotelero afecta a la defensa del consumidor. Además, el artículo explora la importancia de la actitud sustentable de los consumidores y su preocupación ambiental como moderadores de esta relación. La ciudadanía del consumidor se utiliza como teoría de base, ya que indica que el consumidor adopta comportamientos voluntarios hacia la organización (por ejemplo, el boca a boca y la defensa). Se realizó una investigación cuantitativa para probar las hipótesis. El cuestionario estuvo compuesto por 34 ítems validados en la literatura; en el contexto de la experiencia con hoteles y la técnica de modelado de ecuaciones estructurales basadas en la varianza lo que fue utilizado para analizar los resultados. Los datos se recogieron entre junio y agosto de 2023. La muestra final fue de 104 consumidores. Se identificó que la defensa del consumidor se explica por la percepción de sustentabilidad, sin embargo, la actitud sustentable y la preocupación ambiental no moderan la relación. La sostenibilidad practicada por la empresa genera resultados positivos para el consumidor, ampliando la comprensión de los determinantes de la defensa del consumidor, contribuyendo a la comprensión del comportamiento ciudadano del cliente.

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Biografía del autor/a

Lucimari Acosta Pereira, Universidade Federal de Pelotas (UFPel), Pelotas, RS, Brasil.

Professora na Universidade Federal de Pelotas, UFPEL, atuando no curso de Turismo (graduação). Doutora em Turismo e Hotelaria pela Universidade do Vale do Itajaí, UNIVALI. Contribuições: concepção da pesquisa, revisão da literatura, coleta de dados, análise de dados, discussão dos resultados.

Ricardo Saraiva Frio, Universidade Federal do Rio Grande (FURG), Rio Grande, RS, Brasil.

Professor na Universidade Federal do Rio Grande, FURG, atuando na graduação e pós-graduação, no Programa de Pós-Graduação em Administração (PPGA/FURG). Doutor em Administração pela Universidade Federal do Rio Grande do Sul, UFRGS. Contribuições: concepção da pesquisa, revisão da literatura, coleta de dados, análise de dados, discussão dos resultados.

Melise de Lima Pereira, Universidade Federal do Paraná (UFPR), Curitiba, PR, Brasil.

Professora na Universidade Federal do Paraná, UFPR, atuando na graduação e pós-graduação, no Programa de Pós-Graduação em Turismo (PPGTUR/UFPR). Doutora em Turismo e Hotelaria pela Universidade do Vale do Itajaí, UNIVALI. Contribuições: concepção da pesquisa, revisão da literatura, discussão dos resultados.

Thayele Oliveira dos Santos, Universidade do Vale do Itajaí (UNIVALI), Itajaí, SC, Brasil.

Doutoranda em Turismo e Hotelaria pela Universidade do Vale do Itajaí, UNIVALI. Mestre em Turismo no Programa de Pós-Graduação em Turismo (PPGTUR/UFPR). Contribuições: concepção da pesquisa, revisão da literatura, discussão dos resultados.

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Publicado

2024-09-24

Cómo citar

Pereira, L. A. ., Frio, R. S., Pereira, M. de L. ., & Santos, T. O. dos . (2024). ¿La percepción de los huéspedes sobre la sostenibilidad afecta la defensa del consumidor en el sector hotelero?. Revista Brasileira De Pesquisa Em Turismo, 18, 2969 . https://doi.org/10.7784/rbtur.v18.2969

Número

Vol. 18 (2024)

Sección

Artículos - Gestión del Turismo

Licencia

Derechos de autor 2024 Lucimari Acosta Pereira, Ricardo Saraiva Frio, Melise Acosta Pereira, Thayele Oliveira dos Santos

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