Gestão da qualidade dos serviços em eventos: uma análise comparativa do festival folclórico de Parintins/AM e do desfile das escolas de samba do Rio de Janeiro/RJ através da técnica momento da verdade

Abstract

Events in the world are significant motivators in tourism and relevant figure in the development and marketing plans of most destinations. For its realization, requires specific infrastructure, and promote benefits are offset to the receiving location. For the success thereof, they have essential services offered to customers. The main objective of this study refers to examine the attributes of service quality in the Folkloric Festival of Parintins / AM and show how the event is the level of quality as perceived by participants who consumed the services. Specific goals were set three objectives: a) Characterize the Folkloric Festival of Parintins / AM and the Samba Schools Parade of Rio de Janeiro / RJ; b) Identify and analyze the Folk Festival of the quality of service attributes of Parintins / AM and Samba Schools Parade of Rio de Janeiro / RJ, using the Moment of Truth technique; c) Compare the Folkloric Festival of Parintins / AM with Samba Schools Parade of Rio de Janeiro (RJ), according to the quality attributes of the identified and analyzed services. The methodology is prepared for qualitative analysis, descriptive exploratory, direct observation, using the Moment of Truth technical service cycle to observe every step of it. Semi-structured interviews were conducted with actors involved in the planning, organization and operation of the two events, in addition to interviews with the local public. As response to stated objectives, it can be concluded that the level of quality of services offered in Parintins Folklore Festival is unsatisfactory in some points of the analyzed real time. It was also observed that there are limitations that hinder the provision of the service to the level of quality.