Declaro ser o(a) autor(a) deste trabalho, que é original e inédito. Autores e trabalhos consultados estão devidamente citados no texto e constam da listagem de referências incluída.(Rosária Luísa Gomes Pereira) …………………………………………..………..………… Direitos de Cópia ou Copyright© Copyright: Rosária Luísa Gomes Pereira. A Universidade do Algarve tem o direito, perpétuo e sem limites geográficos, de arquivar e publicitar este trabalho através de exemplares impressos reproduzidos em papel ou de forma digital, ou por qualquer outro meio conhecido ou que venha a ser inventado, de o divulgar através de repositórios científicos e de admitir a sua cópia e distribuição com objetivos educacionais ou de investigação, não comerciais, desde que seja dado crédito ao autor e editor. Someday, I hope to give back to all of you and to future students the love and support you never failed to give me! ix ABSTRACTThe purpose of this research is to develop and validate a measurement scale to assess golf destinations' brand personality and therefore to perceive the destination personality of the Algarve as a golf destination. Based on literature review on human personality, brand personality, destination brand image and marketing scales validation procedures, an initial 36 unrepeated items were the base for a survey instrument. Those items were generated from the literature, from the results of individual interviews with experts in tourism and golf in the Algarve and from promotional texts in golf-related websites.After content validation, the items were allocated into categories of attributes by a panel of expert judges. A survey was then applied to a convenient sample of 600 golf players in the Algarve, and 545 (valid) questionnaires were analysed to refine the scale. Golf players assessed the components of the relational brand personality (functional, symbolic and experiential) as well as the Algarve as a golf destination. A taxonomy of brand personality was developed and tested in the Algarve as it is recognized as one of the world best golf destination. The developed taxonomy of brand personality was assessed in two ways: 1) through the overall perception of the Algarve as a golf destination and 2) through the perception of specific attributes of the destination grouped into three main categories (functional, symbolic and experiential). Therefore, two multi-dimensional brand personality models were estimated by using structural equation modelling. Findings of this study indicate that golf players ascribe personality characteristics to destinations. The brand personality of the Algarve is translated into three main dimensions enjoyableness, distinctiveness and friendliness when tourists/golf players reveal their overall perception of the destination. The brand personality of golf destination Algarve is reflected in the dimensions reliability, hospitality, uniqueness and attractiveness when tourists assess the components of the relational brand personality. Refined scales consisting of 10 and 12 items were finally derived meeting both reliab...
Astrotourism is a niche tourism that has been emerging in the last years. This type of tourism evolves a diversity of activities developed at night, being necessary a deeper knowledge about the cognitive process and emotions tourists have during an experience of this nature which lead to a memorable experience and loyalty.Based on the insights from 304 questionnaires applied at an astrotourism event, it is explored how (i) astrotourism stimuli are associated to cognitive states designed by knowledge and involvement, (ii) cognitive states enhance emotional states of hedonism and refreshment, and (ii) emotional states generate response as recommendation and loyalty. This study contributes to extend the S-O-R framework by integrating the cognitive appraisal theory and incorporate stimuli and above all cognitive and emotional states not employed in prior research, usually devoted to dominance, pleasure and arousal. Recommendations for astrotourism destination managers are also discussed.
The analysis of photo imagery has all been done based on daytime images, not photographs taken by night. In this sense, it is relevant to study tourists' perceptions of dark night pictures to understand how they can be used by DMOs and advertising agencies to promote the nightscape of a destination. Therefore, the purpose of this article is to explore the perceptions and the emotions evoked by the nightscape pictures based on the principles of environmental psychology, compared to daytime landscape preferences. It also aims to understand if the elements presented in daytime pictures, which turn a certain landscape appreciated, apply to nightscape pictures and, consequently, how they can be used in tourism promotion and branding. An exploratory study was carried out based on the photoelicitation method, demonstrating the benefits of the combined use of textual and pictorial data. Results show that elements that are key during the day are not the same at night, such as complexity and points of reference. On the contrary, the preferred nightscape is based on simple open spaces, where the human eye could prospect security.
To cite this article: A.P. Barão; R. Baleiro e R. Pereira (2017). Criação de um instrumento promotor da melhoria do atendimento ao público na administração pública: O guía do colaborador. Rita BaleiroUniversidade do Algarve, Portugal rbaleiro@ualg.pt Rosária PereiraUniversidade do Algarve, Portugal rpereira@ualg.pt ResumoApós a identificação de um problema de comunicação no atendimento ao público no Balcão da Câmara Municipal de Faro na Loja do Cidadão, em Faro (Portugal), este trabalho propõe uma metodologia para a criação de um instrumento facilitador da melhoria desse atendimento: um Guia de Apoio ao Colaborador. Para confirmar a pertinência da criação deste instrumento e definir conteúdos e formato, realizou-se um estudo prévio composto por sete entrevistas. A análise de conteúdo das respostas revelou que a criação do Guia seria fundamental para facilitar a comunicação com o munícipe, ampliar a satisfação do munícipe com este serviço, potenciar o aumento dos níveis de satisfação, bem-estar e motivação dos colaboradores do Balcão e, consequentemente, melhorar o desempenho deste serviço municipal.Palavras-chave: administração pública; guia de apoio ao colaborador; marketing interno; recursos humanos; atendimento. AbstractAfter identifying a communication problem in customer service at the Faro City Hall desk at the Citizen's Advice Bureau in Faro (Portugal), this study proposes a methodology for the creation of an instrument that facilitates and improves customer service: the civil servant customer service handbook. To ensure the relevance of this handbook and to determine its contents and format, a prior study was conducted in the form of seven semi structured interviews. The content analysis of the seven interviews revealed that the creation of the handbook would be of fundamental importance in facilitating communication with the citizens, and enhancing the employees' levels of satisfaction, well-being and motivation.
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