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The role of social tourism in the satisfaction of elderly customers: The case of the Volto Já Project

2021-02-23Book part Open access
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dc.contributor.authorMendonça, Eva
dc.contributor.authorLeal, Susana
dc.contributor.authorBernardes De Oliveira, Sandra Margarida
dc.date.accessioned2021-02-24T10:12:30Z
dc.date.issued2021-02-23
dc.description.abstractPurpose: This research seeks to capture the perceived value given by the elderly to participation in social tourism programmes, and the link between the social tourism experience and their satisfaction as customers of social welfare services. It aims to: 1) study the interviewees’ perceptions of the specificities of the programmes; and 2) understand the relationship between the participation in social tourism activities and elderly customers’ satisfaction. Method: To this end, we used the Volto Já Project as the main source of information since it is a research project that implements a social business model through a network of Social Economy institutions where it promotes a senior exchange programme. Data is collected on the feedback from participants in the Volto Já Project’s social tourism activities. The study follows a qualitative design with data collected in semi-structured interviews. The sample is composed of 23 elderly people (14 females, 9 males, average age of 79). Content analysis procedures were used to examine the interviews. Findings: There is some evidence that participation in social tourism activities increases the users’ satisfaction with the organization as welfare service customers, although this satisfaction depends on corporate image. On the other hand, the satisfaction of participants in the Volta Já project was also influenced by factors other than this experience. Originality/value: This study allowed us to evaluate the experience of the social tourism programme and its effects on customers’ satisfaction with the organisation. The insights provided by this feedback bring novel topics to this evaluation, enriching both the current work and future studies.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationMendonça, E., Leal, S. & Oliveira, S. (2021). The role of social tourism in the satisfaction of elderly customers: The case of the Volto Já Project. In S. Leal., J. Nascimento, C. Vivas, L. Barradas, & S. Oliveira (Eds.), Management, Technology and Tourism: Social Value Creation (pp. 22-46). Santarém: Instituto Politécnico de Santarém. http://icomtt2020.ipsantarem.pt/ebook/pt_PT
dc.identifier.isbn978-972-95259-6-4
dc.identifier.urihttp://hdl.handle.net/10400.15/3397
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherInstituto Politécnico de Santarémpt_PT
dc.relationStudy funded by FCT/Alentejo2020 – VOLTO JÁ: PROGRAMA DE INTERCÂMBIO SÉNIOR (Ref. ALT20-03-0145-FEDER-024111).pt_PT
dc.relation.publisherversionhttp://icomtt2020.ipsantarem.pt/ebook/pt_PT
dc.subjectElderly customers satisfactionpt_PT
dc.subjectManagementpt_PT
dc.subjectQualitative methodologypt_PT
dc.subjectSocial tourismpt_PT
dc.subjectVolto Já projectpt_PT
dc.titleThe role of social tourism in the satisfaction of elderly customers: The case of the Volto Já Projectpt_PT
dc.typebook part
dspace.entity.typePublication
oaire.citation.conferencePlaceSantarémpt_PT
oaire.citation.endPage46pt_PT
oaire.citation.startPage22pt_PT
oaire.citation.titleManagement, Technology and Tourism: Social Value Creationpt_PT
person.familyNameCristina Henriques Leal
person.familyNameBernardes de Oliveira
person.givenNameSusana
person.givenNameSandra Margarida
person.identifierCaptSkQAAAAJ&hl=en
person.identifier.ciencia-idC11A-1BD1-73C5
person.identifier.ciencia-id1013-444B-5A6A
person.identifier.orcid0000-0002-8796-8289
person.identifier.orcid0000-0003-4925-9227
person.identifier.scopus-author-id35107182300
rcaap.rightsopenAccesspt_PT
rcaap.typebookPartpt_PT
relation.isAuthorOfPublication15622722-860e-4471-b5c9-32b5bdc3ee02
relation.isAuthorOfPublication2b0f17b9-4a10-42b8-91db-12dac0b72886
relation.isAuthorOfPublication.latestForDiscovery15622722-860e-4471-b5c9-32b5bdc3ee02

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