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Servicescape e hospitalidade: um estudo sobre a perceção da qualidade no design de interiores de Nini Andrade Silva
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Abstract(s)
Este estudo analisa a relação entre o conceito de servicescape e o design de interiores
no setor hoteleiro, com especial enfoque no trabalho da designer Nini Andrade Silva. O
servicescape, entendido como o ambiente físico em que os serviços são prestados, é
analisado através dos seus componentes ambientais, espaciais, simbólicos e sociais,
destacando o seu papel na criação de experiências únicas na hospitalidade.
A investigação centra-se como os estímulos sensoriais e visuais presentes nos hotéis
concebidos por Nini Andrade Silva influenciam a perceção dos hóspedes, o seu
comportamento e a qualidade percebida dos serviços. O servicescape é abordado como um
recurso estratégico, evidenciando-se como a integração de elementos culturais e identitários
pode reforçar a diferenciação competitiva e consolidar a imagem da marca hoteleira através
do espaço físico.
De forma específica, o estudo procura compreender como os elementos visuais e
sensoriais contribuem para o aumento da qualidade percebida, influenciando positivamente
a satisfação, a intenção de retorno e a lealdade dos clientes — fatores determinantes para
uma gestão hoteleira orientada para a qualidade.
A trajetória profissional de Nini Andrade Silva é explorada no que diz respeito à sua
formação e à forma como incorpora referências culturais e regionais nos seus projetos. A
análise revela que a fusão entre estética, funcionalidade e identidade local resulta em
experiências imersivas e distintivas, com forte impacto na perceção do valor do serviço.
A hipótese central sustenta que os ambientes visualmente sofisticados e
culturalmente enraizados concebidos por Nini Andrade Silva não apenas elevam os níveis
de satisfação dos hóspedes, como também reforçam a fidelização e a reputação das unidades
hoteleiras.
A metodologia adotada combina entrevistas com a designer e gestores hoteleiros,
inquéritos a hóspedes, observação direta dos espaços e análise qualitativa de comentários
online. Os resultados confirmam que o design de interiores é um fator crítico para o sucesso
da gestão da qualidade em hotelaria, contribuindo para a construção de experiências
diferenciadoras e para a vantagem competitiva das marcas.
This study analyses the relationship between the concept of servicescape and interior design in the hospitality sector, with a particular focus on the work of designer Nini Andrade Silva. Servicescape, understood as the physical environment in which services are delivered, is examined through its environmental, spatial, symbolic, and social components, highlighting its role in creating unique experiences in the hospitality industry. The research focuses on how the sensory and visual stimuli present in hotels designed by Nini Andrade Silva influence guest perception, behavior, and the perceived quality of services. Servicescape is approached as a strategic resource, emphasizing how the integration of cultural and identity elements can enhance competitive differentiation and strengthen the brand image of hospitality establishments through the physical space. Specifically, the study aims to understand how visual and sensory elements contribute to increased perceived quality, positively influencing guest satisfaction, return intentions, and customer loyalty — key factors for quality-oriented hotel management. The professional background of Nini Andrade Silva is explored with regard to her education and how she incorporates cultural and regional references into her projects. The analysis reveals that the fusion of aesthetics, functionality, and local identity results in immersive and distinctive experiences, with a strong impact on the perceived value of the service. The central hypothesis asserts that the visually sophisticated and culturally rooted environments designed by Nini Andrade Silva not only elevate guest satisfaction levels but also reinforce customer loyalty and the reputation of the hospitality establishments. The methodology combines interviews with the designer and hotel managers, guest surveys, direct observation of the spaces, and qualitative analysis of online reviews. The findings confirm that interior design is a critical factor for successful quality management in hospitality, contributing to the creation of differentiated experiences and competitive advantage for hotel brands.
This study analyses the relationship between the concept of servicescape and interior design in the hospitality sector, with a particular focus on the work of designer Nini Andrade Silva. Servicescape, understood as the physical environment in which services are delivered, is examined through its environmental, spatial, symbolic, and social components, highlighting its role in creating unique experiences in the hospitality industry. The research focuses on how the sensory and visual stimuli present in hotels designed by Nini Andrade Silva influence guest perception, behavior, and the perceived quality of services. Servicescape is approached as a strategic resource, emphasizing how the integration of cultural and identity elements can enhance competitive differentiation and strengthen the brand image of hospitality establishments through the physical space. Specifically, the study aims to understand how visual and sensory elements contribute to increased perceived quality, positively influencing guest satisfaction, return intentions, and customer loyalty — key factors for quality-oriented hotel management. The professional background of Nini Andrade Silva is explored with regard to her education and how she incorporates cultural and regional references into her projects. The analysis reveals that the fusion of aesthetics, functionality, and local identity results in immersive and distinctive experiences, with a strong impact on the perceived value of the service. The central hypothesis asserts that the visually sophisticated and culturally rooted environments designed by Nini Andrade Silva not only elevate guest satisfaction levels but also reinforce customer loyalty and the reputation of the hospitality establishments. The methodology combines interviews with the designer and hotel managers, guest surveys, direct observation of the spaces, and qualitative analysis of online reviews. The findings confirm that interior design is a critical factor for successful quality management in hospitality, contributing to the creation of differentiated experiences and competitive advantage for hotel brands.
Description
Keywords
Hotelaria Servicescape Design Ambiente Experiência Gestão da qualidade Hospitality Quality management Environment Experience Nini Andrade Silva Gestão Hoteleira . Escola Superior de Tecnologias e Gestão