http://memoria.ifrn.edu.br/handle/1044/1072 2026-08-21T13:34:48Z 2026-08-21T13:34:48Z http://memoria.ifrn.edu.br/handle/1044/3269 2026-08-14T13:00:40Z 2026-05-20T00:00:00Z

Gestão da experiência do cliente : diagnóstico das práticas e percepção dos gestores em empreendimentos hoteleiros de pequeno porte em Pipa / RN In highly competitive markets, customer experience (CX) has become a key differentiating factor, as it results from perceptions formed through interactions across the guest journey. In this context, the study aimed to identify the customer experience management practices adopted by small-scale accommodation establishments in Praia da Pipa, Tibau do Sul (RN), and to examine how their managers perceive and understand them. This is a qualitative, exploratory descriptive study. The population consisted of inns in the destination, with small scale defined as establishments with up to 30 accommodation units. Fourteen eligible businesses were identified, five of which agreed to participate. Data were collected through in-depth, in-person, semi-structured interviews, which were recorded, transcribed, and subjected to thematic analysis, organized into analytical axes and supported by cross-case comparison. The results indicate that managers understand the experience in a comprehensive way, associating it with the guest journey and, in some cases, with the destination; however, the reported practices show low formalization of strategies, with a predominance of routines and reactive adjustments, especially at touchpoints related to welcoming and reception. Experience assessment is mainly based on feedback and online reviews, while recurring challenges include operational constraints and external destination-related factors; at the same time, small scale is perceived as facilitating personalization and closeness in service delivery.

2026-05-20T00:00:00Z http://memoria.ifrn.edu.br/handle/1044/3242 2026-06-03T16:30:41Z 2026-05-14T00:00:00Z

Os cinco sentidos da hospitalidade na percepção dos gestores de meios de hospedagem : um estudo em Canguaretama / RN e Goianinha / RN Hospitality constitutes a strategic element for the competitiveness of accommodation facilities, especially in small and medium-sized tourist destinations, where the guest experience plays a central role. In this context, the present study aims to analyze the perception of managers of accommodation facilities regarding the five senses of hospitality — sight, hearing, smell, taste, and touch — in the municipalities of Goianinha/RN and Canguaretama/RN, Brazil. As specific objectives, the study seeks to identify how these senses are incorporated into hospitality management, to understand their influence on the guest experience, and to verify their relevance for the differentiation of enterprises. The methodology is characterized as qualitative research with a descriptive and exploratory approach, using semi-structured interviews conducted with managers of accommodation facilities, whose data were analyzed through content analysis. The results indicate that managers recognize the importance of the five senses in the construction of hospitality, highlighting sight and taste as the most valued, particularly with regard to ambience and food services. However, the senses of hearing, smell, and touch are still explored in a limited and unsystematic manner, occurring mostly intuitively. It is concluded that the conscious and planned integration of the five senses of hospitality can significantly contribute to improving the guest experience, strengthening the identity of accommodation facilities, and increasing their competitiveness in the analyzed destinations.

2026-05-14T00:00:00Z http://memoria.ifrn.edu.br/handle/1044/3241 2026-06-03T16:30:43Z 2026-05-19T00:00:00Z

To be or not to be , esa es la cuestión : a percepção dos gestores sobre o uso das línguas inglesa e espanhola no ambiente de trabalho dos hostels no destino de Pipa / RN This study addresses the role of foreign languages in the tourism context, with a focus on English and Spanish. The main objective is to investigate how hostel managers perceive the importance of foreign language skills among their staff and how this competence influences the quality of service provided to tourists in the destination of Pipa, Rio Grande do Norte, Brazil. To achieve this objective, a qualitative approach with an exploratory and descriptive nature was adopted. Data were collected through a semi-structured questionnaire applied to hostel managers in the locality. The research universe consisted of 21 hostels in operation, of which four managers responded to the research instrument between January 21 and January 31, 2026. The results indicate that managers recognize foreign language proficiency as a relevant factor for serving international tourists, highlighting English as the lingua franca of tourism and Spanish as a strategic language due to the predominant profile of guests, especially those from Argentina. It was found that the use of these languages contributes to better communication, improved guest experience, higher satisfaction, and greater competitiveness of the establishments, directly influencing service quality and hospitality in hostels in Pipa/RN. However, the findings also reveal that language training for staff is still limited and, in many cases, informal or insufficient. This highlights the need for greater investment in language training and professional development, as well as stronger collaboration between managers, educational institutions, and public policies to support sustainable local tourism.

2026-05-19T00:00:00Z http://memoria.ifrn.edu.br/handle/1044/3219 2026-05-14T12:30:40Z 2025-04-16T00:00:00Z

Turismo LGBTQIA+ e sua importância como segmentação turística This work aims to present and defend the potential of the LGBTQIA+ segment in the tourism market, which even today is still discredited and undervalued in comparison to other segments. The methodology used to develop this monograph was carried out through bibliographical research and interviews with data collection, which presents the profile of tourists from the micro-region-south and their economic potential. With this, we identified that tourists who are part of the LGBTQIA+ community have a profile with great potential, which demands much more than other segments and has more spending possibilities when it comes to their leisure and living new experiences. Therefore, he concluded that this segment is growing every day and that there is still a lot to evolve in terms of the receptivity of such products and the services to offer them as they have the potential but need places where they can experience things freely and without prejudice.

2025-04-16T00:00:00Z