Customers profitability and hospitality management: a research with hotels located in the Northeast of Brazil

Authors

  • Carla Renata Silva Leitão Universidade Federal da Paraíba
  • José Dionísio Gomes da Silva Universidade Federal do Rio Grande do Norte

DOI:

https://doi.org/10.11606/issn.1984-4867.v17i2p190-205

Keywords:

customer, profitability, information.

Abstract

This study is about customer profitability in the hotel industry. ln order, to perceive the hotel reality, a questionnaire was applied in 147 hotels classified as middle and great size. It has covered five Brazilian Northeast states. The results reveal that 81,6% of the sampled hotels do not evaluate the individual profitability obtained with the customers , while 18,4% do it. Nevertheless, 85,8% recognizes the importance of the electronic system that
supplies this information for decisions. Finally, it concludes that the information about individual customer profitability may provide a good opportunity for the hotel to maximize hotel's customer relationships.

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Author Biographies

  • Carla Renata Silva Leitão, Universidade Federal da Paraíba
    Professora da Universidade Federal da Paraíba.
  • José Dionísio Gomes da Silva, Universidade Federal do Rio Grande do Norte
    Professor da Universidade Federal do Rio Grande do Norte

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Published

2006-08-18

Issue

Vol. 17 No. 2 (2006)

Section

Articles

License

Authors retain the copyright and grant the journal the right of first publication, with the work simultaneously licensed under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International (CC BY-NC-SA 4.0), allowing the sharing of the work with recognition of its authorship and initial publication in RTA. 

How to Cite

LEITÃO, Carla Renata Silva; SILVA, José Dionísio Gomes da. Customers profitability and hospitality management: a research with hotels located in the Northeast of Brazil. Revista Turismo em Análise, São Paulo, Brasil, v. 17, n. 2, p. 190–205, 2006. DOI: 10.11606/issn.1984-4867.v17i2p190-205. Disponível em: https://revistas.usp.br/rta/article/view/68307.. Acesso em: 20 jun. 2024.