Although there is a sustained and sustainable consumption and use of resources underlying it, tourist visitation always has a strong human component. Competitiveness in the tourism industry requires professionals with a set of skills integrated in the domain of “knowing how to do” and “knowing how to be.” Portugal has extraordinary tourism resources and potential on which a relevant activity with a growing weight in the country's economy is being developed. Therefore, there are many challenges in order to ensure a competitive and high-quality tourism offer, being the dynamizing and mobilizing core of the country's economic and social sectors. In 2017, Portugal registered a record number of 20.6 million tourists, according to CIP data. For this reality to have a sustained term growth, it depends on the possibility of companies “driven” by knowledge to access highly skilled human resources familiar with new technological developments. This chapter explores human capital management in the tourism industry in Portugal.
tenção do lucro; se a cultura organizacional tem uma orientação humanista, ela privilegia actividades tais como relações de trabalho harmoniosas, programas de ética, voluntarismo coopera-
The aim of this chapter is to propose the concept of total tourism experience (TTE). In the current digital environment, this implies new visions on tourism research and operation. In this atmosphere, the experience of each tourist is structured according to a value chain composed of travel, accommodation, restaurant, entertainment and leisure, safety and health, access to goods, and complementary services. COVID-19 had a significant impact on the behaviour of tourism players. Heritage (natural and cultural resources) sustaining the tourism value chain is an asset worthy of special attention due to its finiteness, namely regarding the world heritage icons because its economic and social effect is revealed by each country's GDP. The pandemic destabilised the global tourism system. In this context, opportunity responses emerged. New opportunities for relaunching tourism were opened up, and thus, the TTE proposal is a timely contribution in the range of necessary, qualifying, challenging, innovative responses.
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