This is a conceptual review paper explains and discusses the role and potential of service robots... more This is a conceptual review paper explains and discusses the role and potential of service robots in tourism and hospitality from the perspective of consumer behavior. The adoption and use of robots have increased rapidly in tourism and hospitality over the past few years due to a number of reasons. With the developments in digital technology and artificial intelligence, the use of robots has become cheaper and easier for businesses in various industries including tourism. Moreover, the developments such as the Covid-19 pandemic accelerated the adoption of robots in tourism and hospitality where interaction with the customer is frequent and intense. In line with the growth of the adoption and the use of service robots in the industry, there is a growing body of research in the field. The future potential of service robots and their adoption by businesses depend very much on a better understanding of service robots. This review study explores attitudes and expectations of consumers r...
International Journal of Intercultural Relations, May 1, 2021
Abstract This study aims to measure intercultural competence (awareness) of tourism and hospitali... more Abstract This study aims to measure intercultural competence (awareness) of tourism and hospitality employees who tend to be in continuous interaction with intercultural customers. By comparing the results of a self-report awareness test/scale with the results of a knowledge-based test, the study shows that employees not only have extremely low intercultural competence, they also exaggerate their intercultural awareness/competence. Hence, in addition to the implications for intercultural competence/awareness of tourism and hospitality employees and for the businesses for which they work, the study has also implications regarding the measurement ability of self-report scales/tests.
Journal of hospitality & tourism education, Jun 25, 2018
In tourism and hospitality services employee-customer interaction constitutes a significant propo... more In tourism and hospitality services employee-customer interaction constitutes a significant proportion of the service provided and hence the quality of the service. This study explores levels of social anxiety and social avoidance among tourism and hospitality students in Turkey. Results received from 615 students revealed that 54% of the students had mild, 37.4% moderate, and 3.4% severe levels of social anxiety. Only 5% of the students had no social anxiety. In terms of social avoidance, 63.4% of the students occasionally, 27.2% often, and 1.3% usually avoided social interactions. This study has significant implications for tourism and hospitality program managers at universities as well as for tourism and hospitality managers in the industry.
International Journal of Hospitality & Tourism Administration, May 2, 2017
This study aims to explore the relationship between future expectations of Turkish hotel employee... more This study aims to explore the relationship between future expectations of Turkish hotel employees and employee burnout. A survey with 260 hotel employees across Turkey measured whether employees expected their current levels of stress to increase or decrease in future. Those employees who showed signs of burnout syndrome were the ones who expected their current levels of stress to increase in future. The demographic factors such as age and education also related to stress and satisfaction levels of the employees. The findings point out that hotel employees tend to be more satisfied with their jobs at the beginning of their careers, in spite of the higher levels of perceived stress. The study has significant implications for human resource management activities and organizational climate.
This chapter investigates the role and influence of culture in service encounters, service failur... more This chapter investigates the role and influence of culture in service encounters, service failure and recovery in tourism and hospitality settings. It mainly concentrates on Hofstede's cultural dimensions and explains how each dimension may influence the perception and behaviour of both customers and service employees. The chapter also explains the theory of intercultural sensitivity and other relevant theories such as role theory, social identity theory and similarity-attraction theory, which may provide good insights into the understanding of service encounters, service failures and recovery.
Journal of Hospitality Marketing & Management, Jun 14, 2017
ABSTRACT This study aims to explore how hotel customers in Turkey respond to service failures whe... more ABSTRACT This study aims to explore how hotel customers in Turkey respond to service failures when the service personnel they interact with are attractive or not. Based on 239 scenario-based surveys, it is established that customers are positively influenced by the attractiveness of service personnel. The findings point out that there are marked differences in terms of the type of service failure experience and hotel customers’ gender, income, and the level of education. The study has important theoretical and practical implications.
... of ethics adopted by businesses), and personal factors (ie, values, beliefs, moral developmen... more ... of ethics adopted by businesses), and personal factors (ie, values, beliefs, moral development, and self-regulation) influence the ... 2. Public relations ethics. ... Marketing practitioners are very likely to take greater interest in the potential of public relations for marketing products and ...
Abstract: This article explores the role and potential of travel agency staff as a marketing comm... more Abstract: This article explores the role and potential of travel agency staff as a marketing communications tool in marketing package holidays. A number of data collection methods were used to provide in-depth information. They ranged from initial exploratory interviews with tourists, key informant interviews with managers at travel agencies, observations at travel agencies, focus group studies with tourists, and final interviews with tourists. All explored the role and potential of travel agency staff as a marketing communications tool. ...
Journal of Quality Assurance in Hospitality & Tourism, Oct 1, 2019
ABSTRACT Women are disadvantaged at work in a wide variety of industries, including tourism and h... more ABSTRACT Women are disadvantaged at work in a wide variety of industries, including tourism and hospitality. This review paper aims to explore and discuss the role of gender from the perspective of women’s suitability for tourism and hospitality jobs. The study adopts a customer satisfaction and SERVQUAL perspective, and it analyzes research findings from various disciplines, including anthropology, biology, psychology, sociology, services marketing and management, and tourism and hospitality marketing and management. The analysis of multidisciplinary research findings shows that, in general terms, women may be better equipped than men in performing and overseeing a wide variety of tourism and hospitality jobs. The study has implications for women employment and entrepreneurship in tourism and hospitality.
This is a conceptual review paper explains and discusses the role and potential of service robots... more This is a conceptual review paper explains and discusses the role and potential of service robots in tourism and hospitality from the perspective of consumer behavior. The adoption and use of robots have increased rapidly in tourism and hospitality over the past few years due to a number of reasons. With the developments in digital technology and artificial intelligence, the use of robots has become cheaper and easier for businesses in various industries including tourism. Moreover, the developments such as the Covid-19 pandemic accelerated the adoption of robots in tourism and hospitality where interaction with the customer is frequent and intense. In line with the growth of the adoption and the use of service robots in the industry, there is a growing body of research in the field. The future potential of service robots and their adoption by businesses depend very much on a better understanding of service robots. This review study explores attitudes and expectations of consumers r...
International Journal of Intercultural Relations, May 1, 2021
Abstract This study aims to measure intercultural competence (awareness) of tourism and hospitali... more Abstract This study aims to measure intercultural competence (awareness) of tourism and hospitality employees who tend to be in continuous interaction with intercultural customers. By comparing the results of a self-report awareness test/scale with the results of a knowledge-based test, the study shows that employees not only have extremely low intercultural competence, they also exaggerate their intercultural awareness/competence. Hence, in addition to the implications for intercultural competence/awareness of tourism and hospitality employees and for the businesses for which they work, the study has also implications regarding the measurement ability of self-report scales/tests.
Journal of hospitality & tourism education, Jun 25, 2018
In tourism and hospitality services employee-customer interaction constitutes a significant propo... more In tourism and hospitality services employee-customer interaction constitutes a significant proportion of the service provided and hence the quality of the service. This study explores levels of social anxiety and social avoidance among tourism and hospitality students in Turkey. Results received from 615 students revealed that 54% of the students had mild, 37.4% moderate, and 3.4% severe levels of social anxiety. Only 5% of the students had no social anxiety. In terms of social avoidance, 63.4% of the students occasionally, 27.2% often, and 1.3% usually avoided social interactions. This study has significant implications for tourism and hospitality program managers at universities as well as for tourism and hospitality managers in the industry.
International Journal of Hospitality & Tourism Administration, May 2, 2017
This study aims to explore the relationship between future expectations of Turkish hotel employee... more This study aims to explore the relationship between future expectations of Turkish hotel employees and employee burnout. A survey with 260 hotel employees across Turkey measured whether employees expected their current levels of stress to increase or decrease in future. Those employees who showed signs of burnout syndrome were the ones who expected their current levels of stress to increase in future. The demographic factors such as age and education also related to stress and satisfaction levels of the employees. The findings point out that hotel employees tend to be more satisfied with their jobs at the beginning of their careers, in spite of the higher levels of perceived stress. The study has significant implications for human resource management activities and organizational climate.
This chapter investigates the role and influence of culture in service encounters, service failur... more This chapter investigates the role and influence of culture in service encounters, service failure and recovery in tourism and hospitality settings. It mainly concentrates on Hofstede's cultural dimensions and explains how each dimension may influence the perception and behaviour of both customers and service employees. The chapter also explains the theory of intercultural sensitivity and other relevant theories such as role theory, social identity theory and similarity-attraction theory, which may provide good insights into the understanding of service encounters, service failures and recovery.
Journal of Hospitality Marketing & Management, Jun 14, 2017
ABSTRACT This study aims to explore how hotel customers in Turkey respond to service failures whe... more ABSTRACT This study aims to explore how hotel customers in Turkey respond to service failures when the service personnel they interact with are attractive or not. Based on 239 scenario-based surveys, it is established that customers are positively influenced by the attractiveness of service personnel. The findings point out that there are marked differences in terms of the type of service failure experience and hotel customers’ gender, income, and the level of education. The study has important theoretical and practical implications.
... of ethics adopted by businesses), and personal factors (ie, values, beliefs, moral developmen... more ... of ethics adopted by businesses), and personal factors (ie, values, beliefs, moral development, and self-regulation) influence the ... 2. Public relations ethics. ... Marketing practitioners are very likely to take greater interest in the potential of public relations for marketing products and ...
Abstract: This article explores the role and potential of travel agency staff as a marketing comm... more Abstract: This article explores the role and potential of travel agency staff as a marketing communications tool in marketing package holidays. A number of data collection methods were used to provide in-depth information. They ranged from initial exploratory interviews with tourists, key informant interviews with managers at travel agencies, observations at travel agencies, focus group studies with tourists, and final interviews with tourists. All explored the role and potential of travel agency staff as a marketing communications tool. ...
Journal of Quality Assurance in Hospitality & Tourism, Oct 1, 2019
ABSTRACT Women are disadvantaged at work in a wide variety of industries, including tourism and h... more ABSTRACT Women are disadvantaged at work in a wide variety of industries, including tourism and hospitality. This review paper aims to explore and discuss the role of gender from the perspective of women’s suitability for tourism and hospitality jobs. The study adopts a customer satisfaction and SERVQUAL perspective, and it analyzes research findings from various disciplines, including anthropology, biology, psychology, sociology, services marketing and management, and tourism and hospitality marketing and management. The analysis of multidisciplinary research findings shows that, in general terms, women may be better equipped than men in performing and overseeing a wide variety of tourism and hospitality jobs. The study has implications for women employment and entrepreneurship in tourism and hospitality.
ÖZET: Bu çalışma Türkiye'de yer alan Doğu ve Güneydoğu Anadolu bölgelerinin birer destinasyon ola... more ÖZET: Bu çalışma Türkiye'de yer alan Doğu ve Güneydoğu Anadolu bölgelerinin birer destinasyon olarak algılanan imajlarını araştırmayı amaçlamaktadır. Bu bölgeler tarih ve kültür, doğa ve yiyecek turizmi açısından çok sayıda fırsat sunmaktadır. EEG ve Eye Tracker cihazlarını kullanarak potansiyel turistlerin çatışmanın olduğu bu iki destinasyon ve çatışmanın olmadığı iki destinasyon ile karşılaştırmalı olarak destinasyon reklamlarına karşı uyarılma, ilgi ve negatif değer düzeyleri ölçülmüştür. Bulgularda iki çatışmalı destinasyonda riskin önemli bir unsur olduğu ortaya çıkmakla birlikte, turistlerin yeni destinasyonlar keşfetme güdüleriyle az miktarda risk alabilecekleri tespit edilmiştir. ABSTRACT: This paper aims to explore the perceived image of two conflict-ridden destinations in Turkey, Eastern and Southeastern Anatolia regions. To a large extent these undiscovered regions offer many opportunities for historical/cultural, nature and food tourism. By using EEG and Eye Tracker devices potential tourists' level of arousal, interest and negative valence towards advertisements of two conflict-ridden destinations were measured in comparisons with two non-conflict-ridden destinations. The results show that although risk is important element in for the two conflicted regions, tourists may overlook small amount of risk at the expense of exploring new destinations.
Abstract
Over the past decades conventional data collection methods have been broadly used in
soc... more Abstract Over the past decades conventional data collection methods have been broadly used in social sciences including marketing and business researches. However, presently these conventional data collection methods are being criticized in terms of some of the structural problems associated with them. It is seen that in many of these studies, use conventional data collections, may not reflect the actual truth and results. Although, variety of factors may cause unusable research outcomes due to two reasons. These are a) participants in research studies may have latent drives and subconscious factors and b) consumers/peoples/participants may be in impression management oriented. In light of the foregoing description, this study will try to clarifies the advantages and experimental design examples of new data collection methods like electroencephalography, Galvanic Skin Response, Heart Rate and Eye-Tracker which used especially in marketing researches in recent years. In light of the information disclosed, this study tries to give an innovation perspective for academics, policy makers and other sector shareholders.
Keywords: Neuromarketing, Consumer Behaviour, Consumer Neuroscience, Marketing, Business Research
This documentary analysis provides an overview of the Turkish tourism industry with a view to ide... more This documentary analysis provides an overview of the Turkish tourism industry with a view to identify the new product and destination development needs for Turkish tourism. An analysis of market trends shows that Turkish tourism industry is highly vulnerable. Based on the strengths and weaknesses of Turkish tourism industry and the threats posed and opportunities offered by the tourism market and trends, it is proposed that new tourism products and destinations in high-income generating marine tourism could alleviate some of the problems Turkish tourism industry faces. Based on the analysis implemented, the study makes a number of recommendations for developing new tourism products and destinations in Turkish marine tourism. The study has implications for practitioners both at macro level, i.e. policy makers in government bodies at various levels and local authorities, and for practitioners at micro level, i.e. for business managers operating in Turkish tourism industry.
Despite long dominance of general interest tourism on tourism mobility, there is an increasing in... more Despite long dominance of general interest tourism on tourism mobility, there is an increasing interest for specialized tourism products. This brings about a challenge for tourism destinations which have based their product offer on sun and sea tourism. Aggravated with seasonality, dependence on sun and sea tourism increases the vulnerability of tourism destinations. Considering the major share of sun and sea related products in Turkish tourism market and the risks associated with it, the study proposes thanatourism as an opportunity for diversifying Turkish tourism products. In this context, the study provides a conceptual analysis of thanatourism and a profile of major thanatourism sites in Turkey.
CALL FOR PAPERS - SPECIAL ISSUE – JOURNAL OF HOSPITALITY AND TOURISM INSIGHTS: SERVICE FAILURES ... more CALL FOR PAPERS - SPECIAL ISSUE – JOURNAL OF HOSPITALITY AND TOURISM INSIGHTS: SERVICE FAILURES AND RECOVERY IN HOSPITALITY AND TOURISM DEADLINE EXTENDED (15th MAY 2018)
Purpose Hospitality and tourism can be considered as highly service failure prone industries due ... more Purpose Hospitality and tourism can be considered as highly service failure prone industries due to the increased customer-employee contact and the service features of, particularly, inseparability, heterogeneity and perishability. As service failures cause customer dissatisfaction, they threaten the survival and growth of hospitality and tourism businesses. Service failures trigger negative emotions and negative behavioural intentions for customers. These negative emotions and ensuing behavioural intensions may include customer dissatisfaction, negative word-of-mouth, customer switching, increased costs, and lower employee performance and morale. The objective of this special issue is to bring together the rigorous research (particularly contributing to theoretical development) on service failures and recovery and to analyse implications and future directions for researchers and practitioners in the hospitality and tourism industry. Service failures and recoveries have organisational and marketing aspects. Although service failures and recovery as topics have been increasingly studied, many of the studies tend to look at the field from a narrow perspective. There is a potential to associate and study many organisational and marketing/consumer behaviour theories and topics in combination with service failures and recovery. It is believed that this special issue will contribute to the development of service failures and recovery as a major field of study within hospitality and tourism by expanding its scope and increasing its depth. Submissions related to (but not limited to) the following topics are particularly welcome: • Dyadic nature of service failures both from the marketing and organisational / human resource management perspectives
Purpose Hospitality and tourism can be considered as highly service failure prone industries due ... more Purpose Hospitality and tourism can be considered as highly service failure prone industries due to the increased customer-employee contact and the service features of, particularly, inseparability, heterogeneity and perishability. As service failures cause customer dissatisfaction, they threaten the survival and growth of hospitality and tourism businesses. Service failures trigger negative emotions and negative behavioural intentions for customers. These negative emotions and ensuing behavioural intensions may include customer dissatisfaction, negative word-of-mouth, customer switching, increased costs, and lower employee performance and morale. The objective of this special issue is to bring together rigorous research (particularly contributing to theoretical development) on service failures and recovery, and to analyse implications and future directions for researchers and practitioners in the hospitality and tourism industries. Service failures and recovery have organisational and marketing aspects. Although service failures and recovery as topics have been increasingly studied, many of the studies tend to look at the field from a narrow perspective. There is potential to associate and study many organisational and marketing/consumer behaviour theories and topics in combination with service failures and recovery. It is believed that this special issue will contribute to the development of service failures and recovery as a major field of study within hospitality and tourism by expanding its scope and increasing its depth. Submissions related to (but not limited to) the following topics are particularly welcome: Dyadic nature of service failures from both the marketing and organisational / human resource management perspectives Understanding the nature and types of and dealing with service failures and recovery The role of technology/social media in service failures and recovery The influence of customer participation/co-creation on service failures and recovery The influence of other customers in service failures and recovery Service failures and recovery in ecosystems – moving beyond service encounters Organisational aspects (and theories) relating to service failures and recovery (e.g. emotional intelligence, emotional labour, the level of empowerment, internal communications, stress, etc.) The role of human resource management activities (e.g. recruitment and selection and training) on service failures and recovery Customer satisfaction, dissatisfaction and service performance management Cross-cultural aspects of service failures and recovery
New Scales for Research in Services Marketing and Management: Control Scales
Scale 1 – Customers... more New Scales for Research in Services Marketing and Management: Control Scales Scale 1 – Customers’ willingness to have control when they make purchasing and consumption decision Scale 2 – Service Businesses’ Ability or Willingness to Offer Control to its Customers
Hizmet Sektörü Araştırmalarında Kullanılabilecek Yeni Ölçekler
Ölçek 1 – Müşterilerinin Kontrol ... more Hizmet Sektörü Araştırmalarında Kullanılabilecek Yeni Ölçekler
Ölçek 1 – Müşterilerinin Kontrol Etme İsteği Ölçeği Ölçek 2 – Hizmet İşletmelerinin Müşterilerine Verdiği/Vermek İstedikleri Kontrol Düzeyi
Bunları Biliyor musunuz?
Dünyanın en büyük çikolata ihracatçısı 15 ülkesinin hiçbiri çikolatanın... more Bunları Biliyor musunuz?
Dünyanın en büyük çikolata ihracatçısı 15 ülkesinin hiçbiri çikolatanın ana maddesi olan kakaoyu üreten bir ülke değil.
Türkiye dünyada en çok zeytinyağı üreten 4. ülkedir. Ancak dünyanın en güçlü ve en pahalı 20 zeytinyağı markası arasında bir Türk markası bulunmamaktadır.
Türkiye dünyada fındık üretiminin %70’i’ni gerçekleştirmektedir. Türkiye bu ihracattan yılda 2 milyar doların altında bir gelir elde etmektedir. Ama fındık kullanarak çikolata kreması üreten bir marka fındıktan %700 daha fazla katma değer yaratıp yüksek kazanç elde edebilmektedir.
Türkiye dünyanın 3. büyük domates üreticisidir. ABD’de satılan İtalyan markalı salçalar Türkiye’deki salçalardan fiyat olarak 36 kat daha fazla bir fiyata satılabilmektedir.
Türkiye’nin yaptığı 1 dolarlık ihracatın %82’si ithalata dayalıdır.
Türkiye’nin 2022 yılında ihracatta ortalama kilogram fiyatı 1.44 dolar gibi oldukça düşük bir değerdedir. Yani Türkiye genel olarak yükte ağır pahada hafif mallar satan bir ülkedir. Bütün bunları değiştirmek mümkün. Katma değeri yüksek, uluslararası pazarlarda başarılı markalar geliştirebilmek kapsamlı ve derinlemesine uluslararası pazarlama bilgisi gerektirir. İşte bu kitap size bunu sunmaktadır.
Tourism Marketing In East And Southeast Asia, 2023
This chapter explains the implications of cultural characteristics on tourism and hospitality mar... more This chapter explains the implications of cultural characteristics on tourism and hospitality marketing mix and activities in East and Southeast Asia by applying the marketing mix (7Ps) framework. In light of the research findings, the chapter points out how culture influences customers’ beliefs, perceptions, attitudes, and behaviors and the development of marketing mix and tourism activities. This chapter provides a customer-centric and cultural dimension for industry practitioners, students, and researchers interested in marketing to interpret marketing applications and implications in East and Southeast Asia.
Bilimsel Araştırma: Ontoloji ve Epistemoloji Prof. Dr. Atila Yüksel
Bilimsel Araştırma: Temel Y... more Bilimsel Araştırma: Ontoloji ve Epistemoloji Prof. Dr. Atila Yüksel Bilimsel Araştırma: Temel Yaklaşımlar ve Metodoloji Prof. Dr. Atila Yüksel Sosyal Bilimlerde Bilimsel Araştırma Süreci Doç. Dr. Hakan Boz Örnekleme ve Örnekleme Süreci Prof. Dr. Remzi Altunışık Ölçme ve Ölçekler Prof. Dr. Remzi Altunışık Ölçek Geliştirme Prof. Dr. Remzi Altunışık Nicel Araştırma Yöntemleri Prof. Dr. Remzi Altunışık Doç. Dr. Hakan Boz SmartPLS ile Yapısal Eşitlik Modellemesi Doç. Dr. Erkan Yıldız AMOS ile Yapısal Eşitlik Modellemesi Doç. Dr. Erkan Yıldız Sosyal Bilimlerde Nöropazarlama, Yapay Zekâ, Büyük ve Küçük Veri Doç. Dr. Hakan Boz Nitel Araştırma Yöntemleri Prof. Dr. Ünsal Sığrı Bilimsel Araştırmalarda Etik ve Raporlama Prof. Dr. Ercan Gegez SSCI gibi Üst Seviyeli Endekslere Dahil Dergilerde Yayın Yapma: Orijinallik, Önem ve Kaliteli Yazım Prof. Dr. Erdoğan Koç SSCI gibi Üst Seviyeli Endekslere Dahil Dergilerde Yayın Yapma: Teknik ve Pratik Bilgiler Prof. Dr. Erdoğan Koç
Cross-Cultural Aspects of Tourism and Hospit: A Services Marketing and Management Perspectiveality, 2020
Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students, lectur... more Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students, lecturers, researchers and practitioners a comprehensive guide to the influence of culture on service providers as well as on customers, affecting both the supply and the demand sides of the industry-organisational behaviour, and human resource management, and marketing and consumer behaviour. Given the need for delivering superior customer value, understanding different cultures from both demand and supply sides of tourism and hospitality and the impact of culture on these international industries is an essential part of all students' and practitioners' learning and development. This book takes a research-based approach critically reviewing seminal cultural theories and evaluating how these influence employee and customer behaviour in service encounters, marketing, and management processes and activities. Individual chapters cover a diverse range of cultural aspects including intercultural competence and intercultural sensitivity, uncertainty and risk avoidance, context in communication, power distance, indulgence and restraint, time orientation, gender, assertiveness, individualism and collectivism, performance orientation, and humane orientation. This book integrates international case studies throughout to show the application of theory, includes self-test questions, activities, further reading, and a set of PowerPoint slides to accompany each chapter. This will be essential reading for all students, lecturers, researchers and practitioners and future managers in the fields of Tourism and Hospitality. serves on the editorial boards of several high-ranking journals and acts as a referee for top-tier journals. He has published two international books in the area of tourism and hospitality. As well as his research and academic experience, he provides training to a wide range of businesses and has management experience of reputable brands.
Emotional Intelligence in Tourism and Hospitality, 2019
Main Description
Emotional intelligence is the capability to recognize, use and manage one's own ... more Main Description Emotional intelligence is the capability to recognize, use and manage one's own emotions and those of others. The use of emotional information guides thinking and behaviour, allowing adjustment of emotions to adapt to environments. As tourism and hospitality services are produced and consumed simultaneously, with a high level of contact between employees and customers, the development of emotional intelligence of employees in tourism and hospitality establishments is vital.
This book has a skills-based approach and explains how emotional intelligence can be developed in tourism and hospitality students and employees. Key features:
A foreword by Gill Hasson The first tourism and hospitality book to describe emotional intelligence Covers all major literature, concepts, theories and research findings from the perspective of emotional intelligence. Includes exercises, end of chapter questions, practical examples, student aids and Powerpoint slides for each chapter that can be used in class by academicians and practitioners in their training sessions.
The book is intended for use by tourism and hospitality students, researchers and practitioners.
Tourism and hospitality services are highly prone to service-failure due to a high level of custo... more Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff.
CITE: Boz, Hakan., Yilmaz, Ozer., Arslan., Aytug and Koc, Erdogan (2016), A Comparison of Depress... more CITE: Boz, Hakan., Yilmaz, Ozer., Arslan., Aytug and Koc, Erdogan (2016), A Comparison of Depression and Turnover Intentions of Hotel Employees in All- Inclusive and Non All-Inclusive Hotels, In Global Issues and Trends in Tourism (pp. 372-382). Sofia: ST. KLIMENT OHRIDSKI UNIVERSITY PRESS
Tourism is one of the fastest growing industries in the world, both in terms of income generated and employment created (UNWTO, 2014). According to UNWTO report (2014) tourism industry’s contribution to the worldwide gross domestic product was about 9% in 2014. Moreover, almost 10% of all new jobs in the world was created in the tourism industry. Tourism plays an essential role for countries to achieve economic development by both monetary supplying foreign currency which helps to alleviate deficits in the balance of payments and real economic impacts such as the creation of new jobs, reducing unemployment (Dwyer & Forsyth, 2010). Especially, developing countries view tourism as a generator of jobs for less skilled people and a source of salaries for small enterprises and craftspeople (Mihalic, 2013). It stimulates other economic industries by direct, indirect and induced effects (Brida & Pulina, 2010). Tourism is highly labour-intensive as it is essentially a service industry, which requires personnel at every level (Seth & Bhat, 2007). Therefore, it requires various types of skilled labour and, hence, investment in human capital (Sinclair, 1998). Since tourism and hospitality services are characterized by a very high level of personal contact between service providers and customers, the quality of their social interactions influences the service perceptions (Yvette, 2009) and the quality of service provided by tourism employees profoundly affects the visitors’ level of satisfaction. (Smith, 2005). As tourism is a particularly labour-intensive sector which is dependent on the encounter between employee and customer, the management of human resources is assumed to play a major role for the economic performance of enterprises (Hjalager, 2005). Emotions are crucial for to rule of daily routine and decisions. Emotions regulate the opinions, attitudes and behaviours. Emotions are not only regulating individual acts but also social interactions (Barbalet, 2002). Due to the high employee customer interaction in tourism industry (Henning-Thurau, Gwinner & Gremler, 2002; Koç, 2009; Kılıç, Boz & Koç, 2016) emotions are important too. Especially high interactive jobs with the customers such as waitress, front desk clerk and security play crucial role establishing long-term relationship with the customers and customer attitudes towards service and service quality (Hartline & Ferrell, 1996; Karatepe & Tizabi, 2010).Emotional information is crucial in terms of information transmission in customer-employee communication and interaction (Firoz, 2015). On the other hand, emotional states of employees are determinant in terms of hospitality establishments and customer satisfaction. Emotions could be classified two dimensions as positive and negative emotions. Happiness, joyful and peaceful are named positive emotions. Depression, anxiety, sadness are classified negative emotions. Negative emotions could have many detrimental effects on human health such as breast cancer, lower quality of life (Lieberman & Goldstein, 2006). Also negative emotions such as sadness, hatred and anxiety are lasts longer than positive emotions (Verduyn & Lavrijsen, 2015). Employee workplace behaviours have been found to be governed by stress, by morale, or by a combination of the two (George, 1996; Ross, 2012). Depression, which is one of the negative emotions, is one of the most common and prevalent mental health disorder among the world (McDowell et al., 2004).Prevalence of the depression ranged from 5% to 49% among the world population (Palsson & Skoog, 1997; Djernes, 2006; Marneros, 2006; Kaya & Kaya; 2007).More than 340 million people are estimated to have depression at any time among the world population (Murray & Lopez 1996). Another study (Djernes, 2006) stated that the prevalence of depression in institutional living such as work environment from 14% to 42%.
Emotional Intelligence in Tourism and Hospitality, 2019
Emotional intelligence is the capability to recognize, use and manage one's own emotions and thos... more Emotional intelligence is the capability to recognize, use and manage one's own emotions and those of others. The use of emotional information guides thinking and behaviour, allowing adjustment of emotions to adapt to environments. As tourism and hospitality services are produced and consumed simultaneously, with a high level of contact between employees and customers, the development of emotional intelligence of employees in tourism and hospitality establishments is vital.
This book has a skills-based approach and explains how emotional intelligence can be developed in tourism and hospitality students and employees. Key features:
A foreword by Gill Hasson The first tourism and hospitality book to describe emotional intelligence Covers all major literature, concepts, theories and research findings from the perspective of emotional intelligence. Includes exercises, end of chapter questions, practical examples, student aids and Powerpoint slides for each chapter that can be used in class by academicians and practitioners in their training sessions.
The book is intended for use by tourism and hospitality students, researchers and practitioners.
Food and drinks have always been significant elements of tourism and hospitality activities. A re... more Food and drinks have always been significant elements of tourism and hospitality activities. A review of literature in tourism and hospitality reflects this importance. For instance, a basic Google Scholar™ search using the key terms ‘food’, ‘drink’ and ‘tourism’ returns over 85,000 hits, and the number of items published on the topic over the past few years has increased markedly. Each year new books and journal articles are being written in the field of food, drink and tourism. There is even a new journal, Journal of Gastronomy and Tourism, which was first released in 2015, solely concentrating on food, drink and tourism.
Uploads
Papers by ERDOGAN KOC
Over the past decades conventional data collection methods have been broadly used in
social sciences including marketing and business researches. However, presently these
conventional data collection methods are being criticized in terms of some of the
structural problems associated with them. It is seen that in many of these studies, use
conventional data collections, may not reflect the actual truth and results. Although,
variety of factors may cause unusable research outcomes due to two reasons. These are
a) participants in research studies may have latent drives and subconscious factors and
b) consumers/peoples/participants may be in impression management oriented.
In light of the foregoing description, this study will try to clarifies the advantages and
experimental design examples of new data collection methods like
electroencephalography, Galvanic Skin Response, Heart Rate and Eye-Tracker which
used especially in marketing researches in recent years. In light of the information
disclosed, this study tries to give an innovation perspective for academics, policy
makers and other sector shareholders.
Keywords: Neuromarketing, Consumer Behaviour, Consumer Neuroscience, Marketing,
Business Research
DEADLINE EXTENDED (15th MAY 2018)
Scale 1 – Customers’ willingness to have control when they make purchasing and consumption decision
Scale 2 – Service Businesses’ Ability or Willingness to Offer Control to its Customers
Ölçek 1 – Müşterilerinin Kontrol Etme İsteği Ölçeği
Ölçek 2 – Hizmet İşletmelerinin Müşterilerine Verdiği/Vermek İstedikleri Kontrol Düzeyi
Dünyanın en büyük çikolata ihracatçısı 15 ülkesinin hiçbiri çikolatanın ana maddesi olan kakaoyu üreten bir ülke değil.
Türkiye dünyada en çok zeytinyağı üreten 4. ülkedir. Ancak dünyanın en güçlü ve en pahalı 20 zeytinyağı markası arasında bir Türk markası bulunmamaktadır.
Türkiye dünyada fındık üretiminin %70’i’ni gerçekleştirmektedir. Türkiye bu ihracattan yılda 2 milyar doların altında bir gelir elde etmektedir. Ama fındık kullanarak çikolata kreması üreten bir marka fındıktan %700 daha fazla katma değer yaratıp yüksek kazanç elde edebilmektedir.
Türkiye dünyanın 3. büyük domates üreticisidir. ABD’de satılan İtalyan markalı salçalar Türkiye’deki salçalardan fiyat olarak 36 kat daha fazla bir fiyata satılabilmektedir.
Türkiye’nin yaptığı 1 dolarlık ihracatın %82’si ithalata dayalıdır.
Türkiye’nin 2022 yılında ihracatta ortalama kilogram fiyatı 1.44 dolar gibi oldukça düşük bir değerdedir.
Yani Türkiye genel olarak yükte ağır pahada hafif mallar satan bir ülkedir.
Bütün bunları değiştirmek mümkün.
Katma değeri yüksek, uluslararası pazarlarda başarılı markalar geliştirebilmek kapsamlı ve derinlemesine uluslararası pazarlama bilgisi gerektirir. İşte bu kitap size bunu sunmaktadır.
Koç, E. (2022). Tüketici Davranışı ve Pazarlama Stratejileri, 9. Baskı. Seçkin Yayıncılık: Ankara.
Bilimsel Araştırma: Temel Yaklaşımlar ve Metodoloji Prof. Dr. Atila Yüksel
Sosyal Bilimlerde Bilimsel Araştırma Süreci Doç. Dr. Hakan Boz
Örnekleme ve Örnekleme Süreci Prof. Dr. Remzi Altunışık
Ölçme ve Ölçekler Prof. Dr. Remzi Altunışık
Ölçek Geliştirme Prof. Dr. Remzi Altunışık
Nicel Araştırma Yöntemleri Prof. Dr. Remzi Altunışık
Doç. Dr. Hakan Boz
SmartPLS ile Yapısal Eşitlik Modellemesi Doç. Dr. Erkan Yıldız
AMOS ile Yapısal Eşitlik Modellemesi Doç. Dr. Erkan Yıldız
Sosyal Bilimlerde Nöropazarlama, Yapay Zekâ, Büyük ve Küçük Veri Doç. Dr. Hakan Boz
Nitel Araştırma Yöntemleri Prof. Dr. Ünsal Sığrı
Bilimsel Araştırmalarda Etik ve Raporlama Prof. Dr. Ercan Gegez
SSCI gibi Üst Seviyeli Endekslere Dahil Dergilerde Yayın Yapma:
Orijinallik, Önem ve Kaliteli Yazım Prof. Dr. Erdoğan Koç
SSCI gibi Üst Seviyeli Endekslere Dahil Dergilerde Yayın Yapma:
Teknik ve Pratik Bilgiler Prof. Dr. Erdoğan Koç
Emotional intelligence is the capability to recognize, use and manage one's own emotions and those of others. The use of emotional information guides thinking and behaviour, allowing adjustment of emotions to adapt to environments. As tourism and hospitality services are produced and consumed simultaneously, with a high level of contact between employees and customers, the development of emotional intelligence of employees in tourism and hospitality establishments is vital.
This book has a skills-based approach and explains how emotional intelligence can be developed in tourism and hospitality students and employees. Key features:
A foreword by Gill Hasson
The first tourism and hospitality book to describe emotional intelligence
Covers all major literature, concepts, theories and research findings from the perspective of emotional intelligence.
Includes exercises, end of chapter questions, practical examples, student aids and Powerpoint slides for each chapter that can be used in class by academicians and practitioners in their training sessions.
The book is intended for use by tourism and hospitality students, researchers and practitioners.
Tourism is one of the fastest growing industries in the world, both in terms of income generated
and employment created (UNWTO, 2014). According to UNWTO report (2014) tourism industry’s
contribution to the worldwide gross domestic product was about 9% in 2014. Moreover, almost 10% of
all new jobs in the world was created in the tourism industry. Tourism plays an essential role for
countries to achieve economic development by both monetary supplying foreign currency which helps
to alleviate deficits in the balance of payments and real economic impacts such as the creation of new
jobs, reducing unemployment (Dwyer & Forsyth, 2010). Especially, developing countries view tourism
as a generator of jobs for less skilled people and a source of salaries for small enterprises and
craftspeople (Mihalic, 2013). It stimulates other economic industries by direct, indirect and induced
effects (Brida & Pulina, 2010).
Tourism is highly labour-intensive as it is essentially a service industry, which requires personnel
at every level (Seth & Bhat, 2007). Therefore, it requires various types of skilled labour and, hence,
investment in human capital (Sinclair, 1998). Since tourism and hospitality services are characterized by
a very high level of personal contact between service providers and customers, the quality of their social
interactions influences the service perceptions (Yvette, 2009) and the quality of service provided by
tourism employees profoundly affects the visitors’ level of satisfaction. (Smith, 2005). As tourism is a
particularly labour-intensive sector which is dependent on the encounter between employee and
customer, the management of human resources is assumed to play a major role for the economic
performance of enterprises (Hjalager, 2005).
Emotions are crucial for to rule of daily routine and decisions. Emotions regulate the opinions,
attitudes and behaviours. Emotions are not only regulating individual acts but also social interactions
(Barbalet, 2002). Due to the high employee customer interaction in tourism industry (Henning-Thurau,
Gwinner & Gremler, 2002; Koç, 2009; Kılıç, Boz & Koç, 2016) emotions are important too. Especially
high interactive jobs with the customers such as waitress, front desk clerk and security play crucial role
establishing long-term relationship with the customers and customer attitudes towards service and
service quality (Hartline & Ferrell, 1996; Karatepe & Tizabi, 2010).Emotional information is crucial in
terms of information transmission in customer-employee communication and interaction (Firoz, 2015).
On the other hand, emotional states of employees are determinant in terms of hospitality establishments
and customer satisfaction.
Emotions could be classified two dimensions as positive and negative emotions. Happiness, joyful
and peaceful are named positive emotions. Depression, anxiety, sadness are classified negative
emotions. Negative emotions could have many detrimental effects on human health such as breast
cancer, lower quality of life (Lieberman & Goldstein, 2006). Also negative emotions such as sadness, hatred and anxiety are lasts longer than positive emotions (Verduyn & Lavrijsen, 2015). Employee
workplace behaviours have been found to be governed by stress, by morale, or by a combination of the
two (George, 1996; Ross, 2012).
Depression, which is one of the negative emotions, is one of the most common and prevalent
mental health disorder among the world (McDowell et al., 2004).Prevalence of the depression ranged
from 5% to 49% among the world population (Palsson & Skoog, 1997; Djernes, 2006; Marneros, 2006;
Kaya & Kaya; 2007).More than 340 million people are estimated to have depression at any time among
the world population (Murray & Lopez 1996). Another study (Djernes, 2006) stated that the prevalence
of depression in institutional living such as work environment from 14% to 42%.
This book has a skills-based approach and explains how emotional intelligence can be developed in tourism and hospitality students and employees. Key features:
A foreword by Gill Hasson
The first tourism and hospitality book to describe emotional intelligence
Covers all major literature, concepts, theories and research findings from the perspective of emotional intelligence.
Includes exercises, end of chapter questions, practical examples, student aids and Powerpoint slides for each chapter that can be used in class by academicians and practitioners in their training sessions.
The book is intended for use by tourism and hospitality students, researchers and practitioners.