Tecnologias de autosserviço
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Tecnologias de autosserviço

Tecnologias de autosserviço


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International Edition


About the Book

Com as expectativas cada vez maiores dos turistas, o futuro da indústria do turismo dependerá da gestão da informação e de uma melhor compreensão das suas necessidades para proporcionar uma melhor experiência de serviço aos seus turistas. A experiência que permanece na mente do turista como uma "experiência surpreendente", ultrapassando o seu nível de satisfação, conhecida como excelência do serviço, é um fator essencial para o seu regresso. O encontro de serviço é o local mais crítico onde a excelência do serviço é concretizada como a encarnação de experiências "uau" que são elementos-chave da avaliação da qualidade do serviço pelos turistas. Neste contexto, as tecnologias de autosserviço (SST) contam-se entre os servidores mais bem sucedidos do sistema de prestação de serviços. As SST podem funcionar em conjunto com o pessoal ou de forma independente, proporcionando aos turistas uma experiência de alta tecnologia e de alto contacto que tem um impacto significativo na prestação de um serviço de excelência. Para além das afirmações das empresas sobre a sua adesão à "excelência do serviço", os clientes esperam hoje em dia que os prestadores de serviços o façam nos seus destinos. Assim, os SST influenciam as experiências agradáveis dos clientes, o que pode gerar um grau de prazer que os incita a aumentar o seu apoio boca-a-boca e, em última análise, a aumentar a sua lealdade.


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Product Details
  • ISBN-13: 9786207796083
  • Publisher: KS Omniscriptum Publishing
  • Binding: Paperback
  • Language: Portuguese
  • Returnable: N
  • Sub Title: a próxima fronteira na excelência dos serviços
  • Width: 152 mm
  • ISBN-10: 620779608X
  • Publisher Date: 16 Jul 2024
  • Height: 229 mm
  • No of Pages: 168
  • Spine Width: 10 mm
  • Weight: 308 gr


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