International Conference on Quality Engineering and Management
Abstract
Purpose – Organizations of tourist services, in the context of económica and financial crisis,
seeking to combine the concept of quality to the satisfaction of internal customers (employees) and
external customers (tourists), so as to ensure the provision of a personalized service excellence. This
paper aims to provide an overview of the quality of the tourist services effected in the nautical Alto
Douro Vinhateiro (ADV) – Portugal.
Design/methodology/approach – This project work was applied to 117 internal customers
(employees), through the application of a survey of various nautical tourist services organizations in
the ADV.
Findings – The results obtained demonstrate that there are aspects to be improved in these
organizations, so that employees feel satisfied, namely: concern for employees; specific training;
working conditions; greater dialogue between supervisors and employees; allocation of workload
and time off.
Originality/value – The employees´ satisfaction (internal customers) hasn´t been studied in
nautical tourist services, due to the fact that the main approach has been to analys the external
customers satisfaction.info:eu-repo/semantics/publishedVersio
