<strong>The management of the guests' emotions</strong><br><strong>DOI: 10.7784/rbtur.v6i3.478</strong>

Authors

  • Franciele Cristina Manosso Universidade Federal do Paraná
  • José Manoel Gonçalves Gândara Universidade Federal do Paraná.
  • Thiago Alves de Souza Universidade Federal do Paraná.
  • Verena Bógea Universidade Federal do Paraná.

DOI:

https://doi.org/10.7784/rbtur.v6i3.478

Keywords:

Emotions, Guests, Hotel management, Design thinking, Human resources.

Abstract

Some authors emphasize the importance of maximizing the positive emotions, so guests have a memorable experience, creating thereby a greater connection with the hotel. This article aims to analyze the management of the guests' emotions from the employee’s perspective, using a different methodological approach. The use of point of view of employees for such analysis is due to the fact that they are considered essential parts in the provision of the hotelier services, and can be considered important tools in managing the guests' emotions. In relation to methodology research that were used the techniques of brainstorm and issue cards, developed from the design thinking's approach. Based on the application of these tools it is observed that the use of a different methodology is relevant for understanding the operation of guest's emotions from the standpoint of the collaborator mainly due to the complexity of the subject in question and also the need to be aware of to all details concerning to the topic.

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Author Biographies

Franciele Cristina Manosso, Universidade Federal do Paraná

Bacharel em Turismo pela Universidade Federal do Paraná.

José Manoel Gonçalves Gândara, Universidade Federal do Paraná.

Bacharel em Turismo – UFPR. Doutor em Turismo e Desenvolvimento Sustentável – Universidad Las Palmas de Gran Canaria. Coordenador do Curso de Turismo – UFPR. Professor do curso de Mestrado e Doutorado em Geografia da UFPR.

Thiago Alves de Souza, Universidade Federal do Paraná.

Bacharel em Turismo pela Universidade Federal do Paraná. Bacharel em Design de Moveis pela Universidade Tecnológica Federal do Paraná. Mestrando em Geografia pela Universidade Federal do Paraná.

Verena Bógea, Universidade Federal do Paraná.

Bacharel em Turismo pela Universidade Federal do Paraná. Gerente Geral do Hotel Quality Jardins em São Paulo.

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Published

2012-12-01

How to Cite

Manosso, F. C., Gândara, J. M. G., de Souza, T. A., & Bógea, V. (2012). <strong>The management of the guests’ emotions</strong><br><strong>DOI: 10.7784/rbtur.v6i3.478</strong>. Revista Brasileira De Pesquisa Em Turismo, 6(3), 357–374. https://doi.org/10.7784/rbtur.v6i3.478

Issue

Vol. 6 No. 3 (2012): September/December

Section

Articles

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