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- Measuring Services Quality of Ski Resorts: an approach to identify the consumer profilePublication . Miragaia, D. A. M.; Conde, Diogo; Soares, JorgeThis study determined the consumer’s profile in winter sports, using their degree of satisfaction with services provided by a ski resort. A questionnaire was administered to 229 tourists/visitors and analyzed their satisfaction according to five factors: facilities and equipment; attributes of the slopes; resort services; restaurants, accommodation and social activities; and also about the access to the resort. Determination between levels of satisfaction indicated by different consumer segments was performed using a cluster analysis. The clusters identified were partially satisfied, dissatisfied, dissatisfied with everything, satisfied with everything. In relation to gender, no significant differences were identified in any cluster. With regard to expe-rience to visited other ski resorts, significant differences were found between tourists/visitors which have already done, comparing with the individuals who never been a similar context. It was found that only 5.2% of consumers who have had similar experiences with other ski resorts were satisfied with all services provided. The results of this study enable to the managers identify the attributes by which tourists/visitors have a higher level of satisfaction/dissatisfaction and foremost identify the valences which can be subject to some kind of improvement. This approach enables the adaptation of services according the preferences and expectations of tourists/visitors, with the prospect of incrementing consumer loyalty.
- Mix between Satisfaction and Attributes Destination Choice: A Segmentation Criterion to Understand the Ski Resorts ConsumersPublication . Miragaia, D. A. M.; Martins, Marco Alexandre BatistaThis study examined the attributes prioritized by tourists when choosing a winter sports destination and their degree of satisfaction with the services provided by Portugal’s only ski resort. Two hundred tourists completed a questionnaire with factor analysis then deployed to extract the data that served as the basis for cluster analysis. Our results report discrepancies between the attributes valued by tourists when choosing winter sports destinations and their degree of satisfaction with the ski resort’s services. Moreover, the combination between attributes/ motivations prevailing in destination selection and the subsequent satisfaction with the services provided may generate information of relevance to evaluating organizational competitiveness.
- Topics and research trends of health clubs management: will innovation be part of the fitness industry research interests?Publication . Miragaia, D. A. M.; Constantino, M. S.With the growth and competitiveness of the fitness industry, the aim of this study is to analyse how the topic of innovation have been incorporated into the research agenda, particularly in the context of gyms and health clubs. A systematic review of the literature was performed through the inclusion of articles published between 1987 and 2015. Based on the selection of the 75 articles, it is possible to identify the journals and the authors who are most interested in the investigation of this organisational context, the articles most cited by the scientific community, and the thematic clusters. Through content analysis, identifying nine clusters was made possible, which are as follows: consumer behaviour, consumer satisfaction, loyalty, quality of service, management and sports policy, innovation, value co-creation, dimensions of the fitness service, and organisational performance. This research provides relevant information, specifically for the managers, to improve their strategic decision making process