Detalhes bibliográficos
| Ano de defesa: |
2006 |
| Autor(a) principal: |
Duarte, Sergio Ricardo |
| Orientador(a): |
Aguiar, Maria Aparecida Ferreira de |
| Banca de defesa: |
Não Informado pela instituição |
| Tipo de documento: |
Dissertação
|
| Tipo de acesso: |
Acesso aberto |
| Idioma: |
por |
| Instituição de defesa: |
Pontifícia Universidade Católica de São Paulo
|
| Programa de Pós-Graduação: |
Programa de Estudos Pós-Graduados em Administração
|
| Departamento: |
Faculdade de Economia, Administração, Contábeis e Atuariais
|
| País: |
BR
|
| Palavras-chave em Português: |
|
| Palavras-chave em Inglês: |
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| Área do conhecimento CNPq: |
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| Link de acesso: |
https://tede2.pucsp.br/handle/handle/1147
|
Resumo: |
The purpose of the present paper is studying the influence of humour, as a personal trait as well as an organizational issue, on the quality of services in hotels. The research was developed with front desk employees, front desk supervisors and guests of three hotels in São Paulo city. Three issues take place in this paper: the diferent dimensions of humour; the hotel business peculiarities; and quality in hotel management. Primary conclusions lead to a relation among cheerfullness, job satisfaction and quality of services. The hotel with the best quality standard is the same as the one that holds the highest score in job satisfaction as well as in cheerfulness. It was also observed that according to the guests perception, the higher the cheerfulness score , the higher the quality standard. |
