Influência do ambiente organizacional para satisfazer o hóspede: um caso no Mussolo Resort.

Abstract

Organizations are inserted in an environment that undergoes continuous changes and, to ensure their permanence, companies need to take advantage of the best of the environment in which they are as well as using strategies to reach and retain customers for your company. In this way, this work has as general objective to analyze the influence that the organizational environment exerts in the capacity of the resort Mussulo satisfy its guests. In addition, it is intended to characterize the organizational environment, to present the importance of customer satisfaction and loyalty, to identify the opportunities, threats, strengths and weaknesses of the resort from the perspective of the manager interviewed and to verify the challenges of the resort to reach the satisfaction of the guests . For this, the present work approaches brief concepts about the organizational environment, external and internal environment, SWOT analysis and customer satisfaction and loyalty. Abstract, from the clinical studies was held a visit of the character information to local, in which that was an application of a interview to gestor of Mussulo Resort by Mantra, in which the results of qualitative and evocative analysis were analyzed. Among the results, it was identified that the implantation of the resort benefited a community positively, and today, the entrepreneur is a reference in the region of the Conde.It was also obtained that the manager and all his staff are concerned with the guest, using his environment and strategic plans to satisfy and retain the client. It was concluded that there was a satisfactory result in the processes used by the resort to achieve customer loyalty and how it can use the environment in which it is in its favor.