| Summary: | This study sought to determine whether tourists and experts have
different views on factors that impact tourism in destinations. A
qualitative approach was applied using the critical incident technique,
which allows respondents to express their specific needs and
expectations. The data were collected through open-ended
questions. The answers were recorded, and notes were taken about
the interviewees and their narratives’ most relevant aspects. The data
were then submitted to content analysis and examined by applying
the Brazilian competitiveness model. A total of 77 interviews were
processed, and 209 critical incidents were identified. The results show
that half the critical incidents do not fit into the analysis categories in
the Brazilian competitiveness model, so nine ‘new categories’
emerged from the process. Thus, differences exist between visitors’
and experts’ perspectives on what is more important about tourism
in destinations
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