Gestão pela qualidade total em empresas turísticas


  • Eunice Mancebo Rodrigues Fernandes UNIRIO
  • João Guilherme Guerra UNIRIO


Competition, Touristic Marketing, Quality, Total Quality Management.


The competition in the touristic market is very hard and the corporation that wants to act in, always should act focused on the client’s needs, thinking how to provide high quality services. Indicates that, the integration of the touristic system demands a conscious plan that comprehends a quality performance of all touristic components, since it is a main prerogative for the touristic success. Analyses of how touristic companies face the quality and the benefits that are obtained by the companies who follow the instructions of the Total Quality Management to manage the corporation, based on the International Organization for Standardization rules, in specific case of Gol Linhas Aéreas Inteligentes, showing how they apply quality management techniques.

Author Biographies

  • Eunice Mancebo Rodrigues Fernandes, UNIRIO
    Master in Administration of Information Systems
  • João Guilherme Guerra, UNIRIO

    Post-Graduated in Management, Bachelor in Tourism 






Tourism/Hospitality: Research Papers

How to Cite

Fernandes, E. M. R., & Guerra, J. G. (2008). Gestão pela qualidade total em empresas turísticas. Tourism & Management Studies, 4, 40-49.

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