Banca de DEFESA: ISLAINE CRISTIANE OLIVEIRA GONCALVES DA SILVA CAVALCANTE

Uma banca de DEFESA de DOUTORADO foi cadastrada pelo programa.
STUDENT : ISLAINE CRISTIANE OLIVEIRA GONCALVES DA SILVA CAVALCANTE
DATE: 19/03/2025
TIME: 10:00
LOCAL: Híbrido: no link https://conferenciaweb.rnp.br/webconf/lissa e no NEPSA II - Auditório I
TITLE:

Perceived quality in wellness tourism: proposal of the SERVESTAR model

KEY WORDS:

Wellness Tourism; Perceived Quality; SERVESTAR Model.

PAGES: 301
BIG AREA: Ciências Sociais Aplicadas
AREA: Turismo
SUMMARY:

Wellness tourism has been established as a growing segment in the global tourism sector, driven by increasing demand for experiences that promote health, relaxation, and quality of life. This study aims to propose a perceived quality model for wellness tourism. Methodologically, the research is characterized as qualitative, descriptive, and exploratory, structured in three phases. In the first phase, a Systematic Literature Review (SLR) on wellness tourism and service quality was conducted, analyzing articles published between 1987 and 2023 in the Web of Science (WoS) database. The selection followed the PRISMA protocol (Preferred Reporting Items for Systematic Reviews and Meta-Analyses), resulting in the validation of 90 empirical articles. The second phase combined multiple research strategies. Initially, a pilot study was conducted with consumers from 14 SPAs in the state of Rio Grande do Norte (RN), using User-Generated Content (UGC). Subsequently, the research included a longitudinal study, considering work developed by the researcher between 2013 and 2024, as well as interviews with 19 professionals in the field, including beauticians, massage therapists, and holistic therapists. Data analysis was performed using the content analysis technique (Bardin, 2011), supported by the Iramuteq software (version 0.7 Alpha). The semi-structured interview script incorporated a research vignette (Hoelz & Bataglia, 2015; Ornellas et al., 2023; Bezerra & Coelho, 2023) and was developed based on five dimensions: human element, service quality, perceived quality, customer satisfaction, and loyalty (Parasuraman et al., 1985; Cronin & Taylor, 1992; Conde, Mazaira & Costa, 2013; Mondo, 2014; Chi et al., 2020). In the third phase, the collected data were interpreted and systematized, resulting in the consolidation of the proposed perceived quality model. The SERVESTAR model is structured in four main aspects: (1) Inputs, related to the motivations for providing wellness services; (2) Perceived Quality Factors, which assess service criteria; (3) Customer Experience, encompassing contextual and individual factors that influence service perception; and (4) Outputs, representing the results perceived after service utilization. Additionally, three assessment tools were developed: SERVSPA, for wellness establishments; SERVSPA-Home, for home services; and SERVYOGA, aimed at yoga and meditation therapists. The results indicate that the human element plays a central role in the perceived quality of wellness services, evidenced by factors such as personalization, professionalism, empathy, communication, ethics, and infrastructure. The confirmation of the hypothesis reinforces the importance of investing in the qualification and appreciation of professionals in the sector.

COMMITTEE MEMBERS:
Presidente - 1675246 - LISSA VALERIA FERNANDES FERREIRA
Interno - 1149626 - MAURO LEMUEL DE OLIVEIRA ALEXANDRE
Externa ao Programa - 1324092 - ERICA DAYANE CHAVES CAVALCANTE - UFRNExterna ao Programa - 1667439 - MABEL SIMONE DE ARAUJO BEZERRA GUARDIA - UFRNExterna à Instituição - JULIANA VIEIRA DE ALMEIDA - IFRN
Externo à Instituição - SAULO GOMES BATISTA - UERN