A gestão das emoções dos hóspedes

  title={A gest{\~a}o das emoç{\~o}es dos h{\'o}spedes},
  author={F. C. Manosso and J. G{\^a}ndara and Thiago Alves de Souza and Verena B{\'o}gea},
  journal={Revista Brasileira de Pesquisa em Turismo},
  • F. C. Manosso, J. Gândara, +1 author Verena Bógea
  • Published 2012
  • Sociology
  • Revista Brasileira de Pesquisa em Turismo
  • Some authors emphasize the importance of maximizing the positive emotions, so guests have a memorable experience, creating thereby a greater connection with the hotel. This article aims to analyze the management of the guests' emotions from the employee’s perspective, using a different methodological approach. The use of point of view of employees for such analysis is due to the fact that they are considered essential parts in the provision of the hotelier services, and can be considered… CONTINUE READING
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