ESHT - Escola Superior de Hotelaria e Turismo
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Browsing ESHT - Escola Superior de Hotelaria e Turismo by Author "Aires, Cátia"
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- Generation Z and the technology use during a tripPublication . Liberato, Pedro; Aires, Cátia; Liberato, Dália; Rocha, ÁlvaroThis article aims to contribute to the deepening of scientific knowledge about the specificities of the Generation Z behavior regarding the tourism sector and the use of Information Technologies, during a trip. The objective of this research is to evaluate the destination choice by Generation Z and conclude if the reasons for the choice of destination (city of Porto - Portugal) positively influence the use of technological resources during the trip. To achieve the defined objectives, 400 validated questionnaires were gathered from tourist belonging to generation Z at Porto on the main streets of tourist attraction. The results obtained highlight tourist services importance focused on accommodation, transport, catering, and attractions in general, that must always be available to tourists, since the need to obtain clarification on the tourist destinations before and during the trip, is essential and positively influences the satisfaction of the consumer experience.
- ICT skills in hospitalityPublication . Silva, Susana; Aires, Cátia; Silva, Cândida; Melo, AntónioGlobalization and advances in information and communication technology (ICT) have contributed to the computerization of society, but also to the improvement of working conditions in diverse areas of activity. Hospitality have not been an exception to this reality and increasingly is seen a proliferation of ICT in these areas of activity and the consequent need for training and specialization by these professionals. Thus, this research aims to understand the level of preponderance of ICT in the hotel activity and to characterize the use of ICT in hotel activities. Thus, a quantitative study was conducted with the dissemination of an online survey to hospitality companies during November 2017 to January 2018. Our sample has 51 hotel companies from different categories and several tourism regions in Portugal. The respondents were 15 (29,5%) female and 36 (70,5%) male with mean age of 45,7 (SD=12,1) years. In our sample, 43 (84%) had a formalized Room Division department, 38 (74,5%) had F&B department, and 32 (62,7%) had sales and marketing department. The results suggested that, for each department, the need of digital skills is related to the specific features of the Department. For the majority of the departments, the seniority of the activity is related to the need of an advanced level of digital skills, for example in the room division department, the front office manager needed a medium (n=26, 58%) or advanced (n=17, 38%) level of digital skills but, for 40% (n=15) of the participants, the housekeeper, to order online the amenities, needed a basic of digital skills. In the F&B department Food and Beverage, the Head Chef for the task of procurement, through an online system, the goods needed for an event, 75% (n=28) of the participants referred that requires a medium-advanced level of digital skills. To the Barman, for promoting, in the Instagram, the image of a new cocktail available, we observed that 13 (38%) participants referred the need of basic level of digital skills. Only in the sales and marketing department, all the functions required an advanced level of digital skills, the sales manager, for the several tasks needed medium-advanced level of skills (n=27, 85%), 85% (n=27) of the revenue managers also needed an medium-advanced level of digital skills, and 47% (n=15) of the participants referred that sales promoter needed an advanced level of digital skills. In conclusion, this paper discusses the ICT skills needed to develop the several activities in each department of a hotel, as well as in managing the different issues of each department, namely in the relationship with costumers and guests, before, during and after the reservation, using ICT to promote hotel ecologic sustainability, managing social networks and promoting the hotel online.
- A tecnologia e os turistas da Geração ZPublication . Aires, Cátia; Liberato, PedroEste trabalho visa contribuir para o conhecimento sobre o comportamento da Geração Z no âmbito do turismo, nomeadamente se o recurso à tecnologia por parte deste segmento leva à satisfação do turista perante a escolha do destino. Neste contexto, o desenvolvimento tecnológico tem vindo a modificar o comportamento do turista que é mais informado, ativo e recorre a tecnologia, usufruindo de experiências turísticas mais diversificadas (Serra, Neuhofer & Ivars-Baidal, 2018). A tecnologia torna-se assim uma componente essencial que influencia a satisfação ou insatisfação do turista no destino (Cutler & Carmichael, 2010; Culter, 2015; Marujo, 2016). A metodologia de investigação utilizada foi baseada na aplicação de um inquérito por questionário dirigido aos turistas do Porto, pertencentes à Geração Z, no sentido de obter informações sobre a tecnologia que utilizam nas duas fases da experiência turística: antes e durante a viagem. O questionário, com 22 questões foi aplicado a uma amostra de 400 turistas/visitantes em diferentes locais da cidade do Porto. A análise de dados recolhidos foi efetuada através do recurso ao programa do SPSS versão 24 (Statistical Package for Social Sciences). Os resultados da amostra demonstram que, globalmente, podemos concluir que os recursos tecnológicos influenciam o grau de satisfação na fase antes e durante a viagem de acordo com os resultados obtidos.
- The destination choice by Generation Z influenced by the technology: Porto case studyPublication . Liberato, Pedro; Aires, Cátia; Liberato, DáliaThis article aims to contribute to the deepening of scientific knowledge about the specificities of the Generation Z behavior regarding the tourism sector. The objective of this research is to evaluate the destination choice by Generation Z and conclude if the reasons for the choice of destination (city of Porto - Portugal) positively influence the choice of technological resources in the pre-trip phase. To achieve the defined objectives, 400 validated questionnaires were gathered from tourist belonging to generation Z at Porto on the main streets of tourist attraction. The results obtained show, thus, globally, we can conclude that the three main reasons for the choice of destination Porto are: to know the city, previous recommendation, and the cultural offer, followed by wine and gastronomy and history and heritage. The reasons for the choice of destination Porto positively influence the choice of technological resources in the pre-trip phase for the significant relationships encountered.
- Uso da tecnologia e avaliação da satisfação relativamente ao destino turístico pela geração ZPublication . Liberato, Pedro; Aires, Cátia; Liberato, DáliaO presente artigo pretende apresentar uma análise comparativa no que se refere aos distintos comportamentos das gerações, no que concerne à utilização da tecnologia em diferentes contextos do quotidiano em geral, e à informação sobre destinos turísticos, em particular. A investigação empírica pretende apresentar, relativamente à geração Z, e ao destino Porto, resultados sobre a influência dos recursos tecnológicos no grau de satisfação, face ao destino, nas fases pré-viagem e durante a viagem. Os resultados evidenciam que a tecnologia faz parte do modo de vida da Geração Z, na fase da pré-viagem e durante a viagem, confirmando assim que as tecnologias e a utilização da internet são decisivas na pesquisa de informações de viagem, reservas e pagamentos, durante a fase de preparação de uma viagem, pela Geração Z. Deverão, as DMO’s regionais e locais, assegurar a permanente atualização dos conteúdos de informação online e atualização das tecnologias no destino, particularmente, nos serviços turísticos (em todos os setores: alojamento, transportes, restauração, e atrações em geral), deverá estar sempre disponível, pela necessidade de obtenção de esclarecimentos sobre os destinos turísticos antes e durante da viagem, essencial à avaliação positiva da satisfação da experiência do consumidor.