Design de serviços e de experiências em destinos turísticos: uma revisão integrativa
DOI:
https://doi.org/10.5585/podium.v11i2.19873Palavras-chave:
Design de serviços, Design de experiências, Destino turístico, Organizações de gestão de destinos, Revisão integrativa.Resumo
Resumo
Objetivo do estudo: Analisar na literatura científica como destinos turísticos podem se beneficiar com o conceito de design de serviços e de experiências; além de identificar as relações dessa aplicabilidade.
Metodologia/ Abordagem: Utilizou-se de revisão integrativa, com busca sistemática ocorrida no dia sete de agosto de 2019, considerando os termos service design, experience design, tour* destination, destination management e destination organization. O processo de seleção feita nas bases de dados da Scopus, Web of Science e SciELO levantou quatorze textos para análise.
Originalidade/Relevância: O trabalho apresenta que o design de serviços e o design de experiências são importantes para a gestão de destinos, uma vez que potencializam projetos relacionados aos seus serviços e experiências de destinos, e melhoram a competitividade, qualidade e valor percebido.
Principais resultados: Observou-se que: a) o nível macro é uma preocupação central, enfatizando a visão holística do design de serviços e de experiências; b) existe uma miríade de instrumentos que o design de serviços ou de experiências pode utilizar para melhorar os serviços e experiências em destinos turísticos; c) há pelo menos quatro formas gerais de destinos turísticos se beneficiarem da abordagem do design de serviços e de experiência.
Contribuições teóricas/ metodológicas: Esta revisão integrativa de literatura é uma revisão ampla e sistemática, cujos resultados mostram as construções e tendências de como o design de serviços e de experiências podem contribuir com destinos turísticos, trazendo reflexões para o desenvolvimento de teorias. Sua característica de amplitude auxilia pesquisadores que desejam compreender de forma geral a aplicação de tais abordagens de design em um contexto específico. E sua característica sistemática fornece transparência ao processo e possibilita a reprodutibilidade de estudo, podendo ser usado para ampliação da pesquisa ou replicação com outras variáveis à escolha do(s) pesquisador(es).
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