Electronic Word of Mouth (e-WOM) e escolha do destino turístico por pessoa com deficiência ou mobilidade reduzida (PcDMr)

Marklea da Cunha Ferst; Sara Joana Gadotti dos Anjos; Helen Rita Menezes Coutinho; Luiz Carlos da Silva Flores

doi:10.5585/podium.v9i3.16015

Authors

Marklea da Cunha Ferst Universidade do Estado do Amazonas https://orcid.org/0000-0003-4399-8870
Sara Joana Gadotti dos Anjos Universidade do Vale do Itajaí - Univali https://orcid.org/0000-0002-6546-4960
Helen Rita Menezes Coutinho Universidade do Estado do Amazonas https://orcid.org/0000-0001-7205-5914
Luiz Carlos da Silva Flores Universidade do Vale do Itajaí https://orcid.org/0000-0001-7747-4202

DOI:

https://doi.org/10.5585/podium.v9i3.16015

Keywords:

e-WOM, Tourist destination, Accessibility, Disabled person.

Abstract

Objective of the study: To analyze the impact of e-WOM on the choice of tourist destination for people with disabilities or reduced mobility (PcDMr).

Methodology / approach: This is an explanatory study; deductive and quantitative with the use of a non-probabilistic sample for convenience, with 128 people with disabilities or reduced mobility. Data analysis was performed with the aid of SPSS Statistics software version 25. Descriptive statistics methods were used for data analysis. Analysis of the T-Test and correlation between variables.

Originality / Relevance: Academic studies on the use of existing e-WOM Existing academic studies on the use of e-WOM do not address its use by people with disabilities or reduced mobility. The academic relevance is given the growth of the accessible tourism market and the need to understand better the habits of this segment.

Main results: It was observed that the majority of respondents with disabilities or reduced mobility travel accompanied and at least once a year. As for the destination's accessibility, for PcDMr tourists it has influence or can influence the choice of tourist destination. Regarding the use of social networks, most respondents PwDMr use them, having found an important correlation between the use of social networks and their influence on the choice of destination, and, comparing the results of the PcDMr group with that of people without disabilities (PsD), there was a smaller correlation of these. Finally, the influence of E-WOM in the choice of tourist destination was verified.

Theoretical / methodological contributions: presents the constructs and variables of accessible tourism and e-WOM and the internet use by the tourist PcDMr, and how it affects the choice of tourist destination by PcDMr.

Social / Management Contributions: Enables market analysts, marketing professionals, government, (business)and tourism researchers to develop effective actions to serve the tourist PcDMr businessmen and researchers in the field of tourism to develop effective actions to assist tourists PcDMr.

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Author Biographies

Marklea da Cunha Ferst, Universidade do Estado do Amazonas

Doutora em Turismo e Hotelaria pela Universidade do Vale do Itajaí (Univali). É mestre em Direito pela Universidade Federal do Paraná (2007), Especialista em Direito do Trabalho pela Faculdades Curitiba e graduada em DIREITO pela Universidade Tuiuti do Paraná (2000). Atualmente é Professora da Universidade do Estado do Amazonas - UEA.Tem experiência na área de Direito, com ênfase em Direito Privado, atuando principalmente nos seguintes temas: Legislação em Artes e Turismo; Ética e Responsabilidade Social. Com experiência de gestão na área de Educação Superior, atuou como Coordenadora do Curso de Direito e Diretora da Escola de Ciências Humanas e Sociais e Centro de Ensino a Distância. Avaliadora Ad hoc Institucional e de Cursos do MEC

Sara Joana Gadotti dos Anjos, Universidade do Vale do Itajaí - Univali

Administradora pela Fundação Universidade Regional de Blumenau (1991), mestre em Engenharia de Produção/Inovação Tecnológica pela Universidade Federal de Santa Catarina (1999) e doutora em Engenharia de Produção/Gestão de Negócios pela Universidade Federal de Santa Catarina (2004). Pós-doutorado na Espanha em Gestao da Qualidade em Destinos Turísticos (2007/2008) e Gestão da Comunicação em Destinos Turísticos (2014). Professora do Programa de Pós-graduação Mestrado e Doutorado em Turismo e Hotelaria da Universidade do Vale do Itajaí. Editora da Revista Brasileira de Pesquisa em Turismo - RBTur (2012-2017), Editora Regional da América do Sul do Journal of Hospitality and Tourism Insights, Membro do Corpo Editorial do Journal of Destination Marketing & Management, Revista de Cultura e Turismo - Cultur, Turismo Visão e Ação e Applied Tourism. Vice Presidente Regional America do Sul International Tourism Studies Association. Avaliadora de Cursos de EAD e Presenciais do INEP/MEC e do CNPq e da Capes. Temas de Interesse: Inovação; Motivação; Recursos Humanos; Comportamento Turista; Gestão da excelência destino; Gestão Hoteleira; Qualidade Serviço.

Helen Rita Menezes Coutinho, Universidade do Estado do Amazonas

Atualmente cursa doutorado em Turismo e Hotelaria na Universidade do Vale do Itajaí (UNIVALI), possui mestrado em Administração pela Universidade Federal de Santa Catarina (2003), graduação em Curso de Turismo pela Universidade de Fortaleza (1996). É professora concursada da Universidade do Estado do Amazonas (UEA). Tem experiência na área de Turismo e Administração, com ênfase em Turismo e Educação, atuando principalmente nos seguintes temas: diagnóstico, qualidade em serviços, infraestrutura de apoio, turismo, educação, saúde pública e metodologia da pesquisa. Possui experiência de gestão na área de Educação Superior, atuou como Coordenadora dos Cursos de Turismo, Letras, Geografia, Marketing e Gastronomia.

Luiz Carlos da Silva Flores, Universidade do Vale do Itajaí

Doutorado em Curso de Pos-graduação em Engenharia de Produção pela Universidade Federal de Santa Catarina, Brasil(2005)
Professor Titular da Universidade do Vale do Itajaí , Brasil

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