Resumo

GOLDEMBERG, Cintia; PINOTTI, Rita de Cassia  e  POZO, Hamilton. Hospitality and communication: the shopping experience of online travel services. Rev. Tur. Anál. [online]. 2016, vol.27, n.3, pp.524-542. ISSN 1984-4867.  http://dx.doi.org/10.11606/issn.1984-4867.v27i3p524-542.

The objective of this research is to examine how communication facilitates the relationship of hospitality between a travel agency and its customers, with consequent generation of reliability and competitive advantage. The method used was a qualitative and quantitative exploratory approach. The problem was: communication used by a provider of travel services company facilitates the hospitality relationship with current and potential customers, with consequent competitive advantage? The hypotheses of the research were: H1 – The composition of the website of a company providing online travel services contributes to the generation of reliability and competitive advantage in providing services to their customers; and H2 – Proper communication to profiles customers served by companies studied contribute to the establishment of a hospitality connection with the company’s customers. As a result, it was confirmed that the structure of the website of a company providing services contributes to strengthening the reliability and competitive advantage in providing services and also that adequate notice to customer profiles contributes to strengthening a relationship hospitality to its guests.

Palavras-chave : Hospitality; Communication; Services; Reliability.

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