De sin vergüenza a sinvergüenza: caso de estudio entre cliente-hostelero en apartamentos turísticos

Greg Capel-Davies; María Gemma Sánchez González

doi:10.25145/j.pasos.2025.23.007

Autores

Greg Capel-Davies Universidad del País Vasco https://orcid.org/0000-0002-7416-170X
María Gemma Sánchez González Universidad de Extremadura https://orcid.org/0000-0003-1254-9933

DOI:

https://doi.org/10.25145/j.pasos.2025.23.007

Palavras-chave:

vergüenza, sinvergüenza, hostelería, beneficios, valores éticos

Resumo

As relações entre os membros de um grupo social/cultural são objeto de estudo há décadas, sendo a vergonha um dos principais sentimentos gerados pelo não cumprimento de normas previamente estabelecidas, que variam de sociedade e geração para geração. Com o afrouxamento dos valores éticos, a cultura da reclamação e a troca de opiniões, a vergonha parece ter-se diluído em diversas áreas, principalmente na hotelaria, trazendo benefícios para o cliente e sentimentos negativos para o empregador. O objetivo do estudo foi analisar a estreita relação entre a não vergonha e a geração do termo canalha. O instrumento de pesquisa utilizado para a coleta de dados foi um questionário baseado na escala Likert com 5 possibilidades de resposta em relação às hipóteses deste estudo e uma pergunta de opinião lançada por um grupo de WhatsApp. Utilizando o método baseado na modelação de equações estruturais (SEM-PLS), foi recolhido um total de 116 respostas de prestadores de serviços de hotelaria. Os resultados revelaram que não ter vergonha beneficia os hóspedes quando se trata de obter serviços extra, no entanto, gera uma palavra negativa entre os hoteleiros.

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