Inovação tecnológica na gestão de filas: estudo comparativo entre dois parques de diversões temáticos brasileiros

Abstract

This study aims to analyze technological innovations in queue management at two Brazilian theme parks to understand their impact on visitor experience and operational efficiency. Employing systematic participant observation as the methodology, guided by three observation scripts for data collection and using experience reporting and analysis of qualitative data. The field research involved immersion in the natural environment of the parks, focusing on the collection of descriptive data and conducting inductive analyses based on emerging patterns and themes observed. The results revealed that at Beto Carrero World, the implementation of a virtual queue system manages the large flow of visitors and the diversity of attractions, minimizing physical queues and optimizing visitor distribution. On the other hand, Beach Park adopted facial recognition technology to expedite commercial transactions within the park, especially at food and beverage sales points. The research demonstrated that both technologies strengthen the parks' operational effectiveness and enhance visitor experience, despite facing operational challenges and limitations during periods of high demand. The study's conclusions point to the need for customizing technological solutions according to operational requirements and visitor profiles of each park. It became evident that investment in technology is important for amusement parks of any size, due to its contribution to customer satisfaction and the optimization of operational processes. Furthermore, it is suggested that the effective integration of technology in park operations extends beyond reducing wait times, contributing to enriching the visitor experience.