{"id":17461,"date":"2026-03-27T19:45:16","date_gmt":"2026-03-27T18:45:16","guid":{"rendered":"https:\/\/agora.xtec.cat\/insmontsia\/?p=17461"},"modified":"2026-03-27T19:53:46","modified_gmt":"2026-03-27T18:53:46","slug":"xerrada-urv-%c2%b7-el-client-misterios-i-la-millora-de-lexperiencia-turistica","status":"publish","type":"post","link":"https:\/\/agora.xtec.cat\/insmontsia\/estudis\/cicles-formatius\/cfgs\/giat\/xerrada-urv-%c2%b7-el-client-misterios-i-la-millora-de-lexperiencia-turistica\/","title":{"rendered":"Xerrada URV \u00b7 El client misteri\u00f3s i la millora de l\u2019experi\u00e8ncia tur\u00edstica"},"content":{"rendered":"<p><span style=\"font-weight: 400\">El <\/span><i><span style=\"font-weight: 400\">client misteri\u00f3s<\/span><\/i><span style=\"font-weight: 400\"> \u00e9s una figura clau en l\u2019an\u00e0lisi de la qualitat en el sector serveis, i especialment en l\u2019\u00e0mbit tur\u00edstic. Es tracta d\u2019una metodologia que permet avaluar, de manera objectiva i sistem\u00e0tica, els processos de servei des del punt de vista real de l\u2019usuari. Aquest ha estat precisament el fil conductor de la xerrada que ha rebut l\u2019alumnat de GIAT i GAT de l\u2019Institut Montsi\u00e0, impartida per la Dra. Maria Noem\u00ed Rabassa Figueras, professora de la Universitat Rovira i Virgili.<\/span><\/p>\n<p><span style=\"font-weight: 400\">La xerrada ha connectat directament la teoria amb la realitat professional del sector tur\u00edstic, mostrant com el <\/span><i><span style=\"font-weight: 400\">client misteri\u00f3s<\/span><\/i><span style=\"font-weight: 400\"> \u00e9s una eina clau per avaluar de manera cont\u00ednua la qualitat del servei i orientar la presa de decisions. En un entorn cada vegada m\u00e9s competitiu, la qualitat percebuda i l\u2019experi\u00e8ncia de l\u2019usuari esdevenen factors essencials per generar viv\u00e8ncies coherents i significatives. L\u2019alumnat ha comprovat que els detalls, sovint imperceptibles, influeixen decisivament en la valoraci\u00f3 final del servei i s\u00f3n, en \u00faltima inst\u00e0ncia, els que construeixen l\u2019excel\u00b7l\u00e8ncia marca la difer\u00e8ncia. Moltes gr\u00e0cies, Noem\u00ed, per compartir els teus coneixements i per apropar-nos amb tanta claredat i passi\u00f3 a la realitat del sector. Ha estat un plaer comptar amb tu. Ens veurem ben aviat.<\/span><\/p>\n<p>Professora acompanyant: Carmen Yeste Casta\u00f1o<\/p>\n<p><a href=\"https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Xerrada-el-client-misterios-e1774637224189.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17462\" src=\"https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Xerrada-el-client-misterios-e1774637224189.png\" alt=\"\" width=\"1200\" height=\"600\" srcset=\"https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Xerrada-el-client-misterios-e1774637224189.png 1200w, https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Xerrada-el-client-misterios-e1774637224189-300x150.png 300w, https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Xerrada-el-client-misterios-e1774637224189-1024x512.png 1024w, https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Xerrada-el-client-misterios-e1774637224189-768x384.png 768w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/a><\/p>\n<p><a href=\"https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Enquesta-satisfaccio.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17463\" src=\"https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Enquesta-satisfaccio.jpg\" alt=\"\" width=\"1200\" height=\"1600\" srcset=\"https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Enquesta-satisfaccio.jpg 1200w, https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Enquesta-satisfaccio-225x300.jpg 225w, https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Enquesta-satisfaccio-768x1024.jpg 768w, https:\/\/agora.xtec.cat\/insmontsia\/wp-content\/uploads\/usu12\/2026\/03\/Enquesta-satisfaccio-1152x1536.jpg 1152w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>El client misteri\u00f3s \u00e9s una figura clau en l\u2019an\u00e0lisi de la qualitat en el sector serveis, i especialment en l\u2019\u00e0mbit tur\u00edstic. Es tracta d\u2019una metodologia que permet avaluar, de manera objectiva i sistem\u00e0tica, els processos de servei des del punt de vista real de l\u2019usuari. Aquest ha estat precisament el fil conductor de la xerrada [&hellip;]<\/p>\n","protected":false},"author":26,"featured_media":17462,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[135,165,111],"tags":[],"class_list":["post-17461","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tur","category-gat","category-giat"],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/posts\/17461","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/users\/26"}],"replies":[{"embeddable":true,"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/comments?post=17461"}],"version-history":[{"count":4,"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/posts\/17461\/revisions"}],"predecessor-version":[{"id":17467,"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/posts\/17461\/revisions\/17467"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/media\/17462"}],"wp:attachment":[{"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/media?parent=17461"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/categories?post=17461"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/agora.xtec.cat\/insmontsia\/wp-json\/wp\/v2\/tags?post=17461"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}