Fatores que determinam a qualidade do serviço de café da manhã em hotéis: um estudo em um resort de excelência no Rio Grande do Norte
Given the existing competitiveness in the hotel industry, it is necessary to invest in services that represent some differential for the enterprise. Thus, it is noted that the quality of breakfast, in some cases, can make the customer more interested in staying. Therefore, this study aims to identif...
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| Formato: | bachelorThesis |
| Idioma: | pt_BR |
| Publicado em: |
Universidade Federal do Rio Grande do Norte
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| Endereço do item: | https://repositorio.ufrn.br/handle/123456789/53985 |
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| Resumo: | Given the existing competitiveness in the hotel industry, it is necessary to invest in services that represent some differential for the enterprise. Thus, it is noted that the quality of breakfast, in some cases, can make the customer more interested in staying. Therefore, this study aims to identify the determinants of the quality of breakfast service in a resort hotel of excellence in the state of Rio Grande do Norte, Brazil. This is a research with a qualitative approach and exploratory-descriptive nature, developed from the single case study method. The data, characterized as UCG, were collected from the TripAdvisor platform. The comments obtained were published as evaluations of the hotel resort investigated in this research. Initially, 150 comments were collected. Of these, 30 made direct mention of the breakfast service and were analyzed using categorical content analysis and word cloud. The results allowed the extraction of three analytical categories, which reflect the three determining factors of the quality of breakfast service in the investigated enterprise: 1) quality and variety of food; 2) employees; and 3) positive service. The first of these encompasses aspects related to the perception that the food offered at breakfast is tasty and has varied options. The second, in turn, involves the role of the employees, highlighting characteristics such as customer service and friendliness. The third is a consequence of a positive general service, being favorably evaluated by the customers. The study contributes, from a theoretical point of view, to research in the field of service quality and hospitality, since it evaluates the quality of an important element for lodging facilities. From the managerial point of view, the study provides informational subsidies that highlight the relevance of investing in attributes that favor the quality of breakfast, considering that it can be an essential asset for the hotel business. |
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