Competitiveness of Tourism Destinations: Demand and Performance Factors

The present article aims to answer whether there is a difference of vision between experts and tourists on factors that impact tourism in a destination. To that end, we used a qualitative approach and adopted the Critical Incident Technique, which allows respondents to express particular needs and expectations. Data were collected through open-ended questions, whose answers were recorded, and notes were taken about the interviewees and relevant parts of their narrative. Data were submitted to content analysis and examined in light of the Brazilian competitiveness model. We considered 77 interviews and classified 209 critical incidents. Results showed that half of the critical incidents did not fit into the analysis categories proposed in the Brazilian competitiveness model, with nine “new categories” emerging in the process. Therefore, there is a difference of perspective between the visitor and the expert concerning what is more important about tourism in the destination.