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- ITC'18: X International Tourism Congress: The image and sustainability of tourism destinations: proceedings bookPublication . Almeida, Paulo; Jorge, João Paulo; Almeida, Anabela; Oliveira, Verónica; Costa, João
- Customer delight: perception of hotel spa consumersPublication . Elias-Almeida, Anabela; Miranda, Francisco Javier; Almeida, PauloDelighted customers are those whose expectations have been exceeded by the service provider. Competitors in the hotel business need to go beyond what is expected in order to satisfy the guest with an unpredictable positive experience. This study was aimed to clarify the significance of customer delight as an antecedent to customer loyalty, in five-star hotel spas in Portugal. To better understand spa consumers’ perception of delight, the development and testing of an integrated model was undertaken by examining the relationship between perceived service quality, customer satisfaction, loyalty and customer delight. The model was tested using surveyed data from 427 spa consumers and validated using partial least squares (PLS) technique. The results indicated that satisfaction had a direct positive effect on customer delight and, consequently, influences the effect of customer delight on customer loyalty.
- The image and sustainability of tourism destinations: Proceedings of the 11th International Tourism Congress 2019: Abstract bookPublication . Almeida, Paulo; Jorge, João Paulo; Costa, JoãoUnder the main theme “The Image and Sustainability of Tourism Destinations”, this 11th edition aims to be a forum to discuss updated issues on tourism and related topics. We believe that serious work and networking research is the chosen path to success! The CiTUR’s commitment to scientific and technical research, under the umbrella of sustainability and innovation, is the point from where we invite all the researchers to present their studies on several areas of tourism, such as “sustainability and development strategies”, “entrepreneurship, innovation and creativity”, “new products”, “consumer behaviour”, “tourist resources management”, “market strategy”, “destination branding / image / competitiveness”, “tourist information services” and “education and training”. In ITC’19, conditions are created for the publication of conference papers. Apart from the Conference Proceedings, The European Journal of Tourism, Hospitality and Recreation (EJTHR), official journal of both CiTUR and ITC’19, plans to publish selected conference papers following a blind refereeing process; this opportunity is also available, for selected conference papers, on Enlightening Tourism and Finisterra, both indexed journals on SCOPUS.
- Consequências da pandemia nas três dimensões da missão do Ensino SuperiorPublication . Almeida, PauloO presente artigo procura desenvolver um conjunto de ideias, mais técnicas que científicas, sobre as consequências que o Covid19 tem no Ensino Superior, quer seja através da sua missão de ensino, quer seja através da investigação desenvolvida, quer seja pela importante ligação e responsabilidade social que tem perante as comunidades onde as IES estão inseridas. As IES são dinamizadoras e grandes alavancas sociais e económicas dos locais onde se encontram implementadas. produzem e partilham conhecimento, transformam socialmente as regiões, atraem investimento e potenciam inovação e novos negócios, pintam um espaço geográfico de juventude interagindo culturas e promovendo o multiculturalismo inclusivo. Sendo as pessoas o centro de gravidade das IES, é para as pessoas que trabalham estas Instituições todos os dias. Para a formação de jovens profissionais altamente qualificados, para a produção de conhecimento capaz de resolver a necessidades das pessoas, para a inovação e bem-estar das pessoas das comunidades procurando melhorar o seu dia a dia. Ao longo do texto identificamos um conjunto de iniciativas disponíveis para as IES e para os seus investigadores e alunos, para que possam contribuir assim para a resolução dos problemas causados pelo vírus, procurando estimular todos para este desígnio que tem que ser comum, vencer o vírus e procurar dar resposta, através da investigação aplicada, aos problemas económicos e sociais por el causados.
- Propuesta de estrategias para dinamizar mediante el turismo de reuniones a la empresa hotelera de la cuidad de Quito-EcuadorPublication . Armendariz, Catalina; Ulloa, Liliana; Velásquez, Doris; Álvarez, Gabriela; Almeida, PauloIndustria de reuniones según la Organización Mundial de Turismo (OMT 2007), en la categoría de negocios y motivos profesionales, la divide en “asistencia a reuniones, conferencias o congresos, ferias comerciales y exposiciones” y en “otros negocios y motivos profesionales”. Entre los beneficios que aportan las reuniones, es que, al ser consideradas un negocio, su ejecución favorece a otras empresas turísticas entre ellas el alojamiento, impulsan las inversiones, dinamizan el comercio, existe mayores ingresos debido a los gastos de los viajeros, promueven la formación y capacitación profesional (OMT, 2014). El captar esta modalidad de turismo es una meta para las diferentes ciudades debido a las bondades antes mencionadas. En Quito-Ecuador ésta es responsabilidad del Buró de Convenciones Quito (BCI-Q) y la Empresa Pública Metropolitana Quito Turismo. En los últimos años la organización de congresos, convenciones y eventos en el Distrito Metropolitano de Quito (DMQ) se ha incrementado como se evidencia en los reportes estadísticos de la Asociación Internacional de Congresos y Convenciones (ICCA) 2014, 2015, 2016 de Latino América y América del Norte, actividad que durante su realización incluye y beneficia a múltiples servicios, principalmente al sector hotelero de la capital. A la fecha aún no se cuenta con normativas claras que permitan el mejor aprovechamiento de esta actividad, por ello la necesidad de diseñar una propuesta de estrategias dirigidas al Municipio de Quito. Para la presente investigación se realizó un estudio de mercado de las empresas que se dedican a este negocio, se efectuaron entrevistas, y búsquedas virtuales. Como resultados se propone 4 ejes estratégicos, relacionados con la regularización, asociatividad, la profesionalización y la promoción en el mercado de reuniones.
- Analysis of the importance and value of price in the demand of a tourism destinationPublication . Bento, Carla; Jiménez Caballero, José Luis; Almeida, PauloTourism sector companies use Revenue Management practices, namely dynamic pricing techniques to address issues such as seasonality, fixed inventory or perishability. Customers are aware of these practices and look for the best Value for Money they can get in their purchases. The concept of value has a quite relevant dimension. And the price is not only perceived as a number, a negative factor or resource consuming, it is many times a sign that advises customers on quality and value and, for this reason, absolute price is one of the most important attributes in value perception (Ceylana et al., 2014) and price perception. Literature has focused largely on the management side of pricing strategy, specifically on Revenue Management practices. In what concerns customers literature has focused its attention on the acceptation of those practices, price fairness, and the attributes and less on how the price itself is perceived, how expectation is affected and how it affects choice and purchase decisions, that is on price perception. It is fundamental to understand how consumers perceive prices and what factors influence those perceptions. How do prices influence demand? How do consumers judge destination prices when making choices? How does that judgement affect their buying intentions? Methodology: a theoretical framework will be developed relating the variables of price, Revenue Management, service, perceived value, e-WOM and purchase behaviour, that will allow an investigation on how Lisbon tourists evaluate price. Results may help companies, namely hotels, to improve their pricing and positioning strategies, keeping themselves competitive and profitable, and keeping customers happy. This investigation is still in an early and exploratory stage; therefore, this communication will present the first approach to the theme.
- ITC'19: XI International Tourism Congress: The image and sustainability of tourism destinations: proceedings bookPublication . Teles, Susana; Almeida, Paulo; Franco, Mara; Jorge, João Paulo
- The impact of the web summit on hotel performance: the case of LisbonPublication . Bento, Carla; Jiménez Caballero, José Luís; Almeida, PauloDynamic pricing is a response to fluctuations in demand for a product or service making it possible for hospitality companies to have a better performance. Demand generators such as events have a heavy impact in hospitality performance because they create demand that otherwise would not occur. Portugal has seen an exponential growth in tourism in the past years and major events play an important role in investment decisions, both private and governmental. The Web Summit is an annual technology event held in November. Lisbon has been the chosen city for the past three years, 2019 making it the fourth. Literature has focused its attention mostly on the impact of cultural or sports events, such as the Olympics, revealing positive long-term impacts on performance. It is fundamental to understand what the exact impact of these type of events – business fairs – have in the local economy in order to justify investments. Methodology: daily data collected from STR allow for a comparative study between hotel performance before and after the Web Summit. We compare the 3 years prior to the event and the last three years of the event, taking place in Lisbon. The sample size is 63 hospitality companies that range from Economy to Upper Midscale Class and data of ARD, RevPAR and Occupancy. Results show that on the dates of the event ADR and RevPAR increase 115% and occupancy 21% when compared to the previous year. However, on the third year of the event, 2018, these numbers do not see the same increase and remain somewhat similar to the previous year, 2017. This shows that there is major impact on hotel performance justifying the interest governments and other tourism agencies have in attracting these types of events.
- Gestão de Destinos TurísticosPublication . Almeida, Paulo; Oliveira, Verónica Nobre de; Carvalho, Mário; Coelho, Júlio; Almeida, Nuno; Almeida, Anabela Elias; Fonseca, Júlia Fragoso; Eurico, Sofia; Viana, Ana Sofia; Almeida, António Sérgio Araújo de
- Turismo cultural e criativo através de estratégias de animação turística: os eventos locaisPublication . Amorim, Daniela Ramos; Jiménez, José Luís; Almeida, PauloO turismo tem tido um grande impacto na economia mundial, assumindo um importante enfoque a nível cultural, social, educativo, antropológico e económico. A cultura, considerada por vários autores um pilar fundamental na atividade turística, tem permitido um crescimento continuo e rápido do turismo num contexto mundial em larga expansão. O setor turístico associado à cultura designando-se por “turismo cultural” tem apresentado uma evolução evidente no turismo em geral (Cooper et al, 2007, p. 172). Baseado, maioritariamente, na visita a recursos patrimoniais edificados, o turismo cultural tem evoluído para um novo paradigma na oferta turística, surgindo uma crescente aposta nos recursos intangíveis (como as tradições, lendas, gastronomia, entre outros). Nesta aposta inclui-se o turismo criativo, uma forma de turismo cultural que “assenta maioritariamente em recursos intangíveis, subentende uma participação ativa (co-criação) e efetiva do turista em atividades de aprendizagem, lúdicas, culturais e artísticas (…), sendo cada vez mais os recursos intangíveis e endógenos um fator de promoção e diferenciação dos destinos turísticos” (Richards, 2009, Carvalho, 2011, in Santos, Carvalho e Figueira, 2012, p. 1561). Nestas vertentes turísticas, o património e as artes surgem como estratégias metodológicas essenciais, promovendo atrações diferenciadas nas ofertas turísticas, regenerando criativa e artisticamente os destinos turísticos. E, os festivais e vários eventos locais têm tido um papel fundamental na promoção do turismo cultural e criativo fomentando assim um maior desenvolvimento das regiões. De acordo com os temas abordados, no âmbito do Doutoramento em Turismo - Turismo, Desenvolvimento e Cooperação, Faculdade de Turismo e Finanças, Universidade de Sevilha, o artigo que se propõe pretende apresentar um estudo comparativo, em curso, sobre o contributo das artes performativas em contexto de festival no desenvolvimento turístico local Os dois festivais em análise são o Festival Andanças, em Portugal, e o Festival Internacional de La Sierra, em Espanha, recorrendo-se a instrumentos de recolha de informação para análise quantitativa (questionário) e qualitativa (entrevista).
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