Understanding complaining behaviors of tourists from different countries may benefit to better ma... more Understanding complaining behaviors of tourists from different countries may benefit to better management of customer relations in a business environment that is becoming ever multinational. This study investigates similarities and differences in complaining behaviors of tourists from the Netherlands and Turkey. The research results indicate that there are more differences than similarities in complaining behaviors of customers with different cultural backgrounds. Implications of the research results on theory and practice are discussed, and recommendations for practice and future research are forwarded.
IntroductionIn an increasingly globalizing world, the issue of international advertising has beco... more IntroductionIn an increasingly globalizing world, the issue of international advertising has become more and more important for National Tourism Organizations (NTOs), as well as for other intermediaries, to promote their services to consumers (Tai and Chan, 2001). Marketers must pay a particular attention to development of ad contents since they are being evaluated in more detail than previously by consumers, that more attention is paid to the conveyed messages and that more efforts are made in order to interpret these messages (Birgelen et al., 2000). Content of advertisement is crucial since potential consumers draw cues from the advertisement, which signals them the type of opportunities and experiences they will receive from the destination, and ultimately determine whether the destination is favorable and whether it can fulfill the motivation they seek (Djafarova et al., 2008). Advertisements which have not been prepared accurately fail to find their target and cause advertising inefficiency with irreversible losses (Rewtrakunphaiboon and Oppewal, 2008).The NTOs, as well as other intermediaries, need to successfully promote their products in tourist originating countries in order to increase their market share and attract more visitors. Adaptation of cultural values in advertising is suggested to increase advertising effectiveness. In this respect, destination promoters, targeting British travelers, should emphasize more on appeals that are associated with individualism, masculinity, low power distance, and low uncertainty avoidance. Destination promoters targeting French travelers should however benefit from stressing appeals that are more associated with individualism, feminity, high power distance and high uncertainty avoidance. Today the majority of NTOs are puzzled as to what extent standardization versus adaptation strategies make advertising effective and efficient. While cultural values are likely to influence effectiveness of advertising (de Mooij and Hofstede, 2010; Hornikx and O'Keefe, 2009), the extent to which the NTOs and tour operators follow value adaptation and utilize cultural values in their marketing practices remains as a relatively under-researched subject. By using Hofstede's cultural dimensions, this study compares culturally congruent rational and emotional appeals used by the British, German and French tour operators with those appeals emphasized by the NTOs of Turkey, Spain and Greece. The results of the study demonstrated that the appeals included in the promotional texts of NTOs were intensive in terms of emotional appeals. However, the intensity of emotional appeals used by the NTOs was comparatively lower than those used by the British and German tour operators. Interestingly, the frequency of rational information appeals was higher in the official catalogue of Turkey compared to the tour operators' catalogues. Even though some of the appeals were intensively used by the tour operators, such appeals as delight, adventure, and mysticism were rarely used in the official catalogue of Turkey, Spain and Greece. The results further showed that the tour operators utilized not only congruent but also incongruent appeals with their targeted cultures.Advertising AppealsAdvertising, defined as "any paid form of nonpersonal presentation and promotion of ideas, goods, or services by an identified sponsor" is one of the most widely used and often most expensive forms of promotion (Loda et al., 2005, p.123). One of the more popular forms of advertising used in travel and tourism includes the use of print or electronic brochures (Rozier-Rich and Santos, 2011). A variety of studies exist which show brochures to be consistently ranked among the top five used sources of travel information (Andereck, Vogt, and LeClerc, 2003). Andereck (2005) suggests that "a brochure can increase prospective visitors' interest in visiting a destination, can influence people to actually visit a destination or keep it in their decision set, and is used for trip planning"The extent and the type of information provided by a brochure is important as it eventually determines advertising effectiveness, which is often measured by its ability to impact attitudes and purchase intentions of predisposed consumers toward the brand (Decrop, 2007; Ruiz and Sicilia, 2004; Wang et al. …
Seyahat ve otel işletmeciliği dergisi, Apr 30, 2018
Adnan Menderes Üniversitesi Vaka Takdimi "Yazmak" ile ilgili paylaşımlar ve "nasıl daha başarılı ... more Adnan Menderes Üniversitesi Vaka Takdimi "Yazmak" ile ilgili paylaşımlar ve "nasıl daha başarılı akademik yazım yapılır?" hakkında farklı alanlarda yapılmış çok sayıda kıymetli araştırmalar, öneriler bulunmaktadır. Bu yaklaşımların ortak noktası yazmanın bireysel bir eylem, "sanatsal uğraş" olduğu ve kabiliyet gerektirdiğidir. Ancak, yazmanın yaklaşık 6000 yıldır bireysel bir eylem olduğu gerçeğinden uzaklaşılarak, maddesel sıralamalarla sunulan "başarılı" yazma için izlenmesi gereken evrensel reçeteler illüzyonu, kullanılması durumunda her insanda aynı tesiri yaratacak, kesin aynı sonucu verecek tek tip "hapın" henüz icat edilmediği gerçeğiyle zıtlık taşımaktadır. Binlerce yıldır amacı "sanatsal uğraş, kendini ifade edebilmek, bir keşif yolculuğu, kendi içindekini bulmak" olan yazmayı izlenmesi gereken maddelerle standartlaştırmak, kurallara boğmak, bireyden gelecek özgünlüğü ve yaratıcılığı kalıba sokmak, buluşlar, keşifler, katkılarda önemli gecikmeler, ertelemeler hatta kayıplara neden olabilir. Kuralların faydası saymakla bitmez. Bununla birlikte engeller de oluştururlar. Kurallar kolaylaştırıcı olmadığı ve özgünlüğü desteklemediği sürece standartlığın yaratılmasına hizmet edecektir. Sözde yol gösterici ancak özde sınırlayıcı kurallarla moda geçerliği bir zaman sürecek "akademik tip" yaratılacaktır. "Akademik tipin" düşünme ve tasarım yeteneği akademik toplumun dayattığı kurallarla biçimlenecektir. Bu "sıradan tip" "sıra dışı tipe" göre bir süre rağbet görecek olsa da tek tip doğanın çeşitlilik kuralına aykırıdır. Sıradanlık kolaycılıktır...
Seyahat ve otel işletmeciliği dergisi, Apr 29, 2023
Geleneksel gerçeklik tanımlarımızın kuantum mekaniğinin bakış açısıyla tanımlanan gerçekliği kaps... more Geleneksel gerçeklik tanımlarımızın kuantum mekaniğinin bakış açısıyla tanımlanan gerçekliği kapsamaktan uzak olduğunu düşünüyorum. Kuantum mekaniği ışığında, mevcut gerçeklik tanımımızın yeniden yazılması gerektiği açıktır. Çünkü kuantum mekaniğine göre gerçeklik fiziki değildir, enerjidir ve kesin değildir olasılıksaldır. Klasik İnsan-Kuantum İnsan serisinin üçüncü makalesinde bahsedilen gerçekliğe ilişkin iki temel karşıt görüşe (materyalist-idealist) ek olarak, kuantum mekaniği ile paralel görünen ve çıplak gözle gözlenemeyen dünya ile gerçek dünya arasında kesin bir ayrım yapan üçüncü bir görüş daha vardır. Gerçekliğe, özellikle de devam eden vitalizm-mekanizim tartışmasına ışık tutma çabasında yeni materyalizm kavramına, Bennet'in (2010) "vitalist materyalizm" , Barad'ın (2007) faili gerçekçilik ve Bhaskar'ın (2015) katmanlı gerçeklik kavramlarına dikkat etmemiz gerektiğini düşünüyorum.
Journal of Travel & Tourism Marketing, Oct 29, 2001
... tourism and hospitality contexts. Duke and Persia (1996), Tribe and Snaith (1998), Fick and R... more ... tourism and hospitality contexts. Duke and Persia (1996), Tribe and Snaith (1998), Fick and Ritchie (1991), and Saleh and Ryan (1992) used the gap or the Servqual model, developed by Parasuraman et al. (1988), while Pizam ...
Cornell Hotel and Restaurant Administration Quarterly, Dec 1, 1998
Performance Counts by Atila Ytiksel and Mike Rimmington Perhaps the best way to determine custome... more Performance Counts by Atila Ytiksel and Mike Rimmington Perhaps the best way to determine customer satisfaction may also be the most simple. Just ask, "How'm I doing?" II etermining customer satisfaction is fundamental to effective delivery of services. Successfully being able to judge customers' satisfaction levels and to apply that knowledge potentially gives a hospitality manager an advantage over competitors via such benefits as product differentiation, increased customer retention, and positive word-of-mouth communication.' Given the vital ' G.
This chapter begins by outlining how co-creation offers a new paradigm that fosters growth, innov... more This chapter begins by outlining how co-creation offers a new paradigm that fosters growth, innovation and competitive advantage for companies and destination authorities. It then draws attention to the renaissance presently occurring in the market, and how conditions and dimensions of this renaissance will shape our understanding of consumer behavior. Stages of co-creation are explicated to develop a better understanding of what the co-creator experiences during a single co-creation activity. Co-creation campaigns that tourism services and destinations do by using social media tools are highlighted next. Along with the evaluations about the benefits of the transfer of the best features in a virtual world to the real world in co-creation campaigns, the ethical aspects of creation endeavour and futuristic foresights in the light of Web 3.0 technology are then reviewed. Overall, the chapter aims to help comprehend the reasons for the rise of co-creation through social media.
h i g h l i g h t s We examined response bias in leading tourism, travel and hospitality journals... more h i g h l i g h t s We examined response bias in leading tourism, travel and hospitality journals. We identified that response bias was not properly acknowledged. We identified citer myopia with serious repercussions on scientific progress. We found that the issue of bias was not taken as seriously as it should be by the editors.
Understanding complaining behaviors of tourists from different countries may benefit to better ma... more Understanding complaining behaviors of tourists from different countries may benefit to better management of customer relations in a business environment that is becoming ever multinational. This study investigates similarities and differences in complaining behaviors of tourists from the Netherlands and Turkey. The research results indicate that there are more differences than similarities in complaining behaviors of customers with different cultural backgrounds. Implications of the research results on theory and practice are discussed, and recommendations for practice and future research are forwarded.
IntroductionIn an increasingly globalizing world, the issue of international advertising has beco... more IntroductionIn an increasingly globalizing world, the issue of international advertising has become more and more important for National Tourism Organizations (NTOs), as well as for other intermediaries, to promote their services to consumers (Tai and Chan, 2001). Marketers must pay a particular attention to development of ad contents since they are being evaluated in more detail than previously by consumers, that more attention is paid to the conveyed messages and that more efforts are made in order to interpret these messages (Birgelen et al., 2000). Content of advertisement is crucial since potential consumers draw cues from the advertisement, which signals them the type of opportunities and experiences they will receive from the destination, and ultimately determine whether the destination is favorable and whether it can fulfill the motivation they seek (Djafarova et al., 2008). Advertisements which have not been prepared accurately fail to find their target and cause advertising inefficiency with irreversible losses (Rewtrakunphaiboon and Oppewal, 2008).The NTOs, as well as other intermediaries, need to successfully promote their products in tourist originating countries in order to increase their market share and attract more visitors. Adaptation of cultural values in advertising is suggested to increase advertising effectiveness. In this respect, destination promoters, targeting British travelers, should emphasize more on appeals that are associated with individualism, masculinity, low power distance, and low uncertainty avoidance. Destination promoters targeting French travelers should however benefit from stressing appeals that are more associated with individualism, feminity, high power distance and high uncertainty avoidance. Today the majority of NTOs are puzzled as to what extent standardization versus adaptation strategies make advertising effective and efficient. While cultural values are likely to influence effectiveness of advertising (de Mooij and Hofstede, 2010; Hornikx and O'Keefe, 2009), the extent to which the NTOs and tour operators follow value adaptation and utilize cultural values in their marketing practices remains as a relatively under-researched subject. By using Hofstede's cultural dimensions, this study compares culturally congruent rational and emotional appeals used by the British, German and French tour operators with those appeals emphasized by the NTOs of Turkey, Spain and Greece. The results of the study demonstrated that the appeals included in the promotional texts of NTOs were intensive in terms of emotional appeals. However, the intensity of emotional appeals used by the NTOs was comparatively lower than those used by the British and German tour operators. Interestingly, the frequency of rational information appeals was higher in the official catalogue of Turkey compared to the tour operators' catalogues. Even though some of the appeals were intensively used by the tour operators, such appeals as delight, adventure, and mysticism were rarely used in the official catalogue of Turkey, Spain and Greece. The results further showed that the tour operators utilized not only congruent but also incongruent appeals with their targeted cultures.Advertising AppealsAdvertising, defined as "any paid form of nonpersonal presentation and promotion of ideas, goods, or services by an identified sponsor" is one of the most widely used and often most expensive forms of promotion (Loda et al., 2005, p.123). One of the more popular forms of advertising used in travel and tourism includes the use of print or electronic brochures (Rozier-Rich and Santos, 2011). A variety of studies exist which show brochures to be consistently ranked among the top five used sources of travel information (Andereck, Vogt, and LeClerc, 2003). Andereck (2005) suggests that "a brochure can increase prospective visitors' interest in visiting a destination, can influence people to actually visit a destination or keep it in their decision set, and is used for trip planning"The extent and the type of information provided by a brochure is important as it eventually determines advertising effectiveness, which is often measured by its ability to impact attitudes and purchase intentions of predisposed consumers toward the brand (Decrop, 2007; Ruiz and Sicilia, 2004; Wang et al. …
Seyahat ve otel işletmeciliği dergisi, Apr 30, 2018
Adnan Menderes Üniversitesi Vaka Takdimi "Yazmak" ile ilgili paylaşımlar ve "nasıl daha başarılı ... more Adnan Menderes Üniversitesi Vaka Takdimi "Yazmak" ile ilgili paylaşımlar ve "nasıl daha başarılı akademik yazım yapılır?" hakkında farklı alanlarda yapılmış çok sayıda kıymetli araştırmalar, öneriler bulunmaktadır. Bu yaklaşımların ortak noktası yazmanın bireysel bir eylem, "sanatsal uğraş" olduğu ve kabiliyet gerektirdiğidir. Ancak, yazmanın yaklaşık 6000 yıldır bireysel bir eylem olduğu gerçeğinden uzaklaşılarak, maddesel sıralamalarla sunulan "başarılı" yazma için izlenmesi gereken evrensel reçeteler illüzyonu, kullanılması durumunda her insanda aynı tesiri yaratacak, kesin aynı sonucu verecek tek tip "hapın" henüz icat edilmediği gerçeğiyle zıtlık taşımaktadır. Binlerce yıldır amacı "sanatsal uğraş, kendini ifade edebilmek, bir keşif yolculuğu, kendi içindekini bulmak" olan yazmayı izlenmesi gereken maddelerle standartlaştırmak, kurallara boğmak, bireyden gelecek özgünlüğü ve yaratıcılığı kalıba sokmak, buluşlar, keşifler, katkılarda önemli gecikmeler, ertelemeler hatta kayıplara neden olabilir. Kuralların faydası saymakla bitmez. Bununla birlikte engeller de oluştururlar. Kurallar kolaylaştırıcı olmadığı ve özgünlüğü desteklemediği sürece standartlığın yaratılmasına hizmet edecektir. Sözde yol gösterici ancak özde sınırlayıcı kurallarla moda geçerliği bir zaman sürecek "akademik tip" yaratılacaktır. "Akademik tipin" düşünme ve tasarım yeteneği akademik toplumun dayattığı kurallarla biçimlenecektir. Bu "sıradan tip" "sıra dışı tipe" göre bir süre rağbet görecek olsa da tek tip doğanın çeşitlilik kuralına aykırıdır. Sıradanlık kolaycılıktır...
Seyahat ve otel işletmeciliği dergisi, Apr 29, 2023
Geleneksel gerçeklik tanımlarımızın kuantum mekaniğinin bakış açısıyla tanımlanan gerçekliği kaps... more Geleneksel gerçeklik tanımlarımızın kuantum mekaniğinin bakış açısıyla tanımlanan gerçekliği kapsamaktan uzak olduğunu düşünüyorum. Kuantum mekaniği ışığında, mevcut gerçeklik tanımımızın yeniden yazılması gerektiği açıktır. Çünkü kuantum mekaniğine göre gerçeklik fiziki değildir, enerjidir ve kesin değildir olasılıksaldır. Klasik İnsan-Kuantum İnsan serisinin üçüncü makalesinde bahsedilen gerçekliğe ilişkin iki temel karşıt görüşe (materyalist-idealist) ek olarak, kuantum mekaniği ile paralel görünen ve çıplak gözle gözlenemeyen dünya ile gerçek dünya arasında kesin bir ayrım yapan üçüncü bir görüş daha vardır. Gerçekliğe, özellikle de devam eden vitalizm-mekanizim tartışmasına ışık tutma çabasında yeni materyalizm kavramına, Bennet'in (2010) "vitalist materyalizm" , Barad'ın (2007) faili gerçekçilik ve Bhaskar'ın (2015) katmanlı gerçeklik kavramlarına dikkat etmemiz gerektiğini düşünüyorum.
Journal of Travel & Tourism Marketing, Oct 29, 2001
... tourism and hospitality contexts. Duke and Persia (1996), Tribe and Snaith (1998), Fick and R... more ... tourism and hospitality contexts. Duke and Persia (1996), Tribe and Snaith (1998), Fick and Ritchie (1991), and Saleh and Ryan (1992) used the gap or the Servqual model, developed by Parasuraman et al. (1988), while Pizam ...
Cornell Hotel and Restaurant Administration Quarterly, Dec 1, 1998
Performance Counts by Atila Ytiksel and Mike Rimmington Perhaps the best way to determine custome... more Performance Counts by Atila Ytiksel and Mike Rimmington Perhaps the best way to determine customer satisfaction may also be the most simple. Just ask, "How'm I doing?" II etermining customer satisfaction is fundamental to effective delivery of services. Successfully being able to judge customers' satisfaction levels and to apply that knowledge potentially gives a hospitality manager an advantage over competitors via such benefits as product differentiation, increased customer retention, and positive word-of-mouth communication.' Given the vital ' G.
This chapter begins by outlining how co-creation offers a new paradigm that fosters growth, innov... more This chapter begins by outlining how co-creation offers a new paradigm that fosters growth, innovation and competitive advantage for companies and destination authorities. It then draws attention to the renaissance presently occurring in the market, and how conditions and dimensions of this renaissance will shape our understanding of consumer behavior. Stages of co-creation are explicated to develop a better understanding of what the co-creator experiences during a single co-creation activity. Co-creation campaigns that tourism services and destinations do by using social media tools are highlighted next. Along with the evaluations about the benefits of the transfer of the best features in a virtual world to the real world in co-creation campaigns, the ethical aspects of creation endeavour and futuristic foresights in the light of Web 3.0 technology are then reviewed. Overall, the chapter aims to help comprehend the reasons for the rise of co-creation through social media.
h i g h l i g h t s We examined response bias in leading tourism, travel and hospitality journals... more h i g h l i g h t s We examined response bias in leading tourism, travel and hospitality journals. We identified that response bias was not properly acknowledged. We identified citer myopia with serious repercussions on scientific progress. We found that the issue of bias was not taken as seriously as it should be by the editors.
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