El sueño se acabó?

un estudio de la teoría del placer del consumidor en quejas contra agencias de viajes

Autores/as

DOI:

https://doi.org/10.7784/rbtur.v15i1.2109

Palabras clave:

Teoría del placer del consumidor, Resolución de problemas, Interacciones interpersonales, Agencias de viajes, Pandemia.

Resumen

Basado en la teoría del placer del consumidor, el artículo examina el efecto de resolución de problemas y interacciones interpersonales en el placer del turista en episodios de quejas. Un método mixto se utiliza en este estudio. Primero, el análisis de contenido se aplica para transformar el contenido de los mensajes en categorías cuantificables y preestablecidas en la literatura. Estos datos sirven como entrada para el siguiente paso, en el que se utilizan ecuaciones estructurales basadas en mínimos cuadrados parciales (PLS), tomando dos grupos diferentes. Un grupo está formado por quejas que ocurrieron antes de COVID-19, y el otro está compuesto por quejas emitidas durante la pandemia. Se evalúa si la configuración factorial y los coeficientes estructurales permanecen sin cambios de un grupo a otro. Se examinan 502 denuncias contra agencias de viajes. Entre los resultados, destaca uno de ellos. El elemento humano es un factor clave en la formación de experiencias agradables durante la pandemia. Las agencias de viajes necesitan capacitar a sus empleados para responder adecuadamente a las demandas de ese período. En tiempos de contingencias, el turista busca más que la solución real del caso y espera ser bien atendido por empleados de primera línea. Los futuros comportamientos turísticos pueden depender de este desempeño.

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Biografía del autor/a

Evadio Pereira Filho, Universidade Federal do Rio Grande do Norte (UFRN), Natal, RN.

Doutorando em Administração pela Universidade Federal do Rio Grande do Norte. Mestre em Administração pela Universidade Potiguar (UnP) e engenheiro de produção pela Universidade Federal do Rio Grande do Norte (UFRN). Professor do Instituto Federal da Paraíba (IFPB). Seus interesses de pesquisa incluem comportamento do consumidor, gestão de serviços, gestão da qualidade, gestão de operações e ergonomia.

Miguel Eduardo Moreno Añez, Universidade Federal do Rio Grande do Norte (UFRN), Natal, Rio Grande do Norte, Brasil.

Pós-doutorado em Administração Internacional pela École des Hautes Études Commerciales de Montréal, Canadá. Doutor em Administração de Empresas pela Fundação Getúlio Vargas (FGV/EAESP). Professor do Programa de Pós-Graduação em Administração na Universidade Federal do Rio Grande do Norte (UFRN), Natal, Brasil. Seus interesses de pesquisa incluem estratégia empresarial, cultura organizacional, estudos organizacionais, negócios internacionais e gestão de serviços.

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Publicado

2021-01-02

Cómo citar

Pereira Filho, E., & Moreno Añez, M. E. (2021). El sueño se acabó? : un estudio de la teoría del placer del consumidor en quejas contra agencias de viajes . Revista Brasileira De Pesquisa Em Turismo, 15(1), 2109. https://doi.org/10.7784/rbtur.v15i1.2109

Número

Vol. 15 Núm. 1 (2021): janeiro/abril

Sección

Llamada especial: Turismo y COVID-19

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