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Fisun Yüksel

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Papers by Fisun Yüksel

10.1177/109634802237482JOURNAL OF HOSPITALITY & TOURISM RESEARCHYüksel, Yüksel / MARKET SEGMENTATION MARKET SEGMENTATION BASED ON TOURISTS ’ DINING PREFERENCES

Managerial benefits ofmarket segmentation have been justified; however, incorporation of this con... more Managerial benefits ofmarket segmentation have been justified; however, incorporation of this concept into restaurant management philosophy is limited, particularly in tourist re-sorts. A factor analytic approach undertaken in this article revealed that there were differ-ent tourist dining segments, developing their restaurant selection decisions based on dif-ferent aspects of restaurant services, which requires segment-specific marketing and man-agement strategies. The analysis identified five distinct tourist dining segments that take different sets of elements into account when making their restaurant selection decision. Marketing implications of the study findings are discussed.

Administration and Hotel Management

It is widely recognised that the tourist market is not homogeneous. Yet segment-specific satisfac... more It is widely recognised that the tourist market is not homogeneous. Yet segment-specific satisfaction analysis has received inadequate attention both from researchers and managers. Focusing on tourists' dining experiences, this study investigated whether tourists could be grouped into distinct segments; whether the composition of variables determining customer satisfaction differed among the identified segments; and whether market segmentation strategy could contribute to more parsimonious satisfaction prediction models. Factor analysis was performed to determine dimensions that are likely to influence tourist restaurant selection and evaluations, whereas cluster analysis was employed to identify homogeneous groups of respondents. Multiple regression analyses were then employed to examine the relative importance of service dimensions in determining satisfaction judgments of each segment. Based on the analyses, five distinct dining segments were identified. Different sets of service dimensions appeared to affect satisfaction judgments. Greater variation in satisfaction was explained when analysis was undertaken at market segment level compared to aggregate market level. Management and marketing implications of the study are discussed.

Tourism Plan formulations and implementation: the role of inter-organisational relations

Tourism environment, inter-organisational relations, resource dependency, power. Implementation o... more Tourism environment, inter-organisational relations, resource dependency, power. Implementation of tourism development plans has been notoriously problematic. This may stem from inadequate consideration that is given to the understanding of the elements of the micro and macro organisational environment in which planning is undertaken, and of the ways in which the planning and development process is carried out. A limited understanding of the relation patterns and of the resource and power interdependency between multiple agencies involved in the decision-making process may also lay the foundation for plan failures. At present, there is an urgent need to develop consistent and well thought out measurement techniques in order to codify and quantify the various micro and macro environmental elements and their influences on inter-organisational relations and on the success/failure of plan formulation and implementation. Integrating existing research literature on public administration, ...

Exposure to Promotional Films Whilst on Vacation and Its Effects on Tourists' Evaluations

Journal of Yaşar University, 2011

Destination authorities should spend public sources effectively and create innovative ways in ord... more Destination authorities should spend public sources effectively and create innovative ways in order to attract attention of visitors and generate bonds with them. A quasi-experimental study was conducted to explore whether tourists exposure to promotional material whilst on vacation could alter their perceptions of a destination and stimulate favorable behaviors. Comparisons between the pre and the post-exposure scores show that such exposures may positively alter perceptions and induce positive behaviors whilst at the destination. Implications for marketing are discussed.

The Streetscape: Effects on Shopping Tourists’ Product/Service Quality Inferences and Their Approach Behaviors

Journal of Quality Assurance in Hospitality & Tourism, 2013

When tourists enter a shopping district, they usually do not possess complete information about m... more When tourists enter a shopping district, they usually do not possess complete information about merchandise or service quality. Judgments and choices, are therefore, based on inferences made from multiple sources of information, including the product and service quality cues available in the external environment. While exterior environment is one critical attribute by which tourists judge the quality of the total service process, only a few studies have examined exterior environment from the perspective of the informational value that it offers to consumers. The results of the structural equation modeling in this study revealed that exterior shopping environment could act as a surrogate of service and merchandise quality. Tourists’ patronage intentions were strongly influenced by service quality inferences as compared with inferences about merchandise quality. Implications for retailers at tourist destinations are discussed.

Türk Ve Hollandali Otel Müşteri̇leri̇ni̇n Şi̇kayet Davranişlari: Farklar Ve Benzerli̇kler

soidergi.com

TÜRK VE HOLLANDALI OTEL MÜŞTERİLERİNİN ŞİKAYET DAVRANIŞLARI: FARKLAR VE BENZERLİKLER. Doç. Dr. At... more

Decentralised Tourism Administration: Is It the Way Forward?

opf.slu.cz

The concept of decentralised management, or bottom-up approach, has gained growing support from r... more The concept of decentralised management, or bottom-up approach, has gained growing support from researchers, as it is thought to offset problems emanating from centralised tourism management. While tourism authorities are advised to switch to relatively decentralised forms of tourism administration, no research has attempted to ascertain whether this form of administration is viable and applicable given the prevailing constitutional and institutional contexts of centralist countries. Building on the administration literature, this paper discusses potential limitations of the centralist tourism administration and questions whether the concept of decentralisation represents a realistic alternative to the centralist model.

Tourism Plan Formulation and Implementation: the Role of Inter-Organisational Relations

… for Business Administration in the New …, 2000

Implementation of tourism development plans has been notoriously problematic. This may stem from ... more Implementation of tourism development plans has been notoriously problematic. This may stem from inadequate consideration that is given to the understanding of the elements of the micro and macro organisational environment in which planning is undertaken, and of the ways in which the planning and development process is carried out. A limited understanding of the relation patterns and of the resource and power interdependency between multiple agencies involved in the decision-making process may also lay the foundation for plan failures. At present, there is an urgent need to develop consistent and well thought out measurement techniques in order to codify and quantify the various micro and macro environmental elements and their influences on inter-organisational relations and on the success/failure of plan formulation and implementation. Integrating existing research literature on public administration, tourism planning, and on systems, inter-organisational relations and network theories, this paper proposes a conceptual and operational framework in order to study the patterns and processes of relations between tourism-related organisations in regard to formulation and implementation of tourism development plans.

Smart Tourism in Destinations

Handbook of Research on Digital Communications, Internet of Things, and the Future of Cultural Tourism, 2022

Business enterprises have gained leverage through artificial intelligence (AI) in the tourism and... more Business enterprises have gained leverage through artificial intelligence (AI) in the tourism and hospitality industry. The roots of the concept and its link with big data environment has drawn a lot of interest from researchers. The employment of technology has increased economic viability of tourism enterprises due to the efficiency, effectiveness, and transparency it creates for tourism and hospitality organizations. The chapter views the emergence of smart tourism in destination management in accordance with sustainable tourism concept and evaluates the issue both in supply side and demand side of tourism. Moreover, it aims to discuss the use of such a paradigm. If the destinations have a viable ground for motivational change to adapt, this philosophy will also be high lightened. For this reason, value creation will be evaluated in accordance with cost-benefit assessment.

Clientelist relationships: implications for tourism development in the declining coastal resort of Kusadasi, Turkey

... You are viewing sample pages from CABI&#x27;s life sciences databases on CAB Direct. To l... more

Centrally formulated tourism development plans Evaluations, attitudes, and behaviors of excluded community members

"Focusing on developing countries, characterized by highly centralized planning, this chapte... more "Focusing on developing countries, characterized by highly centralized planning, this chapter begins by presenting the concepts of clientelism and corruption and their effects on local people’s trust and participation intentions in tourism development issues. Attention is particularly drawn on to “communication gap” that exists between centrally determined plans and locals who are to be affected by the plan’s implementation. As current literature presents largely Western perspective and deals with “hows” of stakeholder inclusion in plan formulation, this chapter takes “excluded local people’s perspective” in centralist countries as the departing point and discusses likely determinants in locals’ evaluations, attitudes and behaviors when they face with an implementation stage of an already determined plan by the central institutions. Based on this gap, the chapter introduces a model that presents the role of community attitudes towards long-term (i.e., strategic) planning as a significant determinant in affecting their evaluations of a centrally determined plan, intentions for participation in and support for tourism development projects. The role of trust the public holds in public institutions, responsible for governing tourism development particularly in highly-centralized countries is explained next. The elements of trust, including dependability, reliability, transparency, accountability, and accessibility of institutions are discussed under the concept of good governance and likely effects of trust on evaluation of a centrally determined plan are explicated. Potential linkages among community power to influence tourism, place attachment, attitudes towards tourism development and how excluded local people in centralist countries find plan proposals are discussed next to contribute to understanding of community support for sustainable tourism projects particularly in developing countries, governed by centralism. "

Tanıtım Materyalleri ve Çekicilikler: Türkiye, İspanya ve Yunanistan Karşılaştırması

Bilimsel Yayınların Bulguları Şüpheden Uzak mı?

Seyahat Ve Otel Isletmeciligi Dergisi, 2015

Customers’ Assessment of Destination Advertisements with Incomplete Information Interactions among Inferences, Attitudes, and Purchase Intentions

Journal of Quality Assurance in Hospitality & Tourism, 2014

ABSTRACT Potential visitors are often required to make judgments about destinations on the basis ... more ABSTRACT Potential visitors are often required to make judgments about destinations on the basis of limited or incomplete information. Since decision-making rules may change when information is missing, it is instrumental to understand how potential visitors respond to incomplete information. The present research explores how marketing communication containing incomplete information (in)directly affects consumers’ inferences, attitudes and purchase intentions. The results have shown that when information is limited, consumers are unlikely to develop strong attitudes that will guide their purchase intentions. However, when exposed to the incomplete information, the involved consumers are likely to infer service quality by complementing the incompleteness with their own input, and hence they are likely to develop favorable intent toward the destination. Implications for destination advertising are discussed.

Interactions Between Visual Appeals, Holiday Motivations, Destination Personality and the Self-Image: Implications for Destination Advertising

The concept of brand personality has come to the forefront of destination marketing thinking in r... more The concept of brand personality has come to the forefront of destination marketing thinking in recent years and a noticeable growth has been experienced in the number of brand personality research. Reviewed literature suggests that not only direct but also processing of indirect experiences with a destination (e.g., exposure to advertisements) would trigger ascription of a brand personality and influence emotions, attitudes and behaviors toward a destination. However, only little is known about how personality is created through indirect experiences with a destination and how the way a destination depicts itself in an ad influences interactions between motivation, destination personality, affective image, self-image and belief. Results of the Structural Equation Modeling analysis show that holiday motives play a strong role in the interpretation of the personality and the more similar the interpreted personality is to the individual's needs and the self-image, the more favorabl...

Shopping risk perceptions: Effects on tourists’ emotions, satisfaction and expressed loyalty intentions

Tourism Management, 2007

The potential for shopping to develop into a tourism resource depends largely on the quality, att... more The potential for shopping to develop into a tourism resource depends largely on the quality, attractiveness and safety of the environment involved. Perceived and/or actual risks associated with shopping whilst on vacation are likely to place serious constraints on tourist's shopping behaviour. Being mugged, conned, or subjected to an inconsiderate treatment while shopping can resort tourists to limit their activities at the destination and change their future plans for fear of another incident (i.e., wary about going out after dark). While perceived risk is likely to influence tourist's current and future decisions, it has not been adequately integrated into hospitality and tourism domains. The objective of this research is therefore to examine whether risk perceptions in shopping affect tourists' emotions, their satisfaction judgement and expressed loyalty intentions. The results of structural equation modelling support strong inverse associations between risk perceptions, emotions, satisfaction judgement and behavioural intentions. Managerial implications of the study are discussed.

Didim Attachment Scale

PsycTESTS Dataset, 2010

Managing relations in a learning model for bringing destinations in need of assistance into contact with good practice

Tourism Management, 2005

Stakeholder interviews and tourism planning at Pamukkale, Turkey

Tourism Management, 1999

This study examines the use of interviews to identify stakeholders' views on the implementation o... more This study examines the use of interviews to identify stakeholders' views on the implementation of proposals contained in a tourism and conservation plan. The authors conducted interviews with stakeholders representing interests affected by the implementation of the Preservation and Development Plan for Pamukkale, a World Heritage Site in Turkey. The site contains dramatic travertine terraces and also ancient city ruins, with both threatened by tourism. Analysis of the interviews identified broad social representations and more specific views concerning the planning issues. Consideration is given to the value of stakeholder interviews for a continuous planning process, including for monitoring views on tourism and conservation issues, plan proposals and on progress in plan implementation. The findings could be of considerable help to Pamukkale's planning authorities, although such stakeholder views may be ignored in the institutional context of Turkey's centralised planning system. 1999 Elsevier Science Ltd. All rights reserved.

Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviours

Tourism Management, 2006

Complaint handling can have a significant effect on customer retention rates and word-of-mouth re... more Complaint handling can have a significant effect on customer retention rates and word-of-mouth recommendations. Given their vital role, the majority of previous studies have focused on effective recovery strategies. However, to date only a little research has been carried out to examine whether consumer complaining attitudes and behaviours differ across nations. This study employed the concept of nationality to explore similarities and differences in complaining attitudes and behaviours of hotel customers from Turkey, the Netherlands, Britain and Israel. The research instrument involved a scenario and it was administered to 420 respondents. Results have shown that there are more differences than similarities in complaining behaviours of hotel customers from these countries. A moderate relationship between customers' attitudes to the act of complaining and their complaining behaviours was found. Managerial implications of the study are discussed.

10.1177/109634802237482JOURNAL OF HOSPITALITY & TOURISM RESEARCHYüksel, Yüksel / MARKET SEGMENTATION MARKET SEGMENTATION BASED ON TOURISTS ’ DINING PREFERENCES

Managerial benefits ofmarket segmentation have been justified; however, incorporation of this con... more Managerial benefits ofmarket segmentation have been justified; however, incorporation of this concept into restaurant management philosophy is limited, particularly in tourist re-sorts. A factor analytic approach undertaken in this article revealed that there were differ-ent tourist dining segments, developing their restaurant selection decisions based on dif-ferent aspects of restaurant services, which requires segment-specific marketing and man-agement strategies. The analysis identified five distinct tourist dining segments that take different sets of elements into account when making their restaurant selection decision. Marketing implications of the study findings are discussed.

Administration and Hotel Management

It is widely recognised that the tourist market is not homogeneous. Yet segment-specific satisfac... more It is widely recognised that the tourist market is not homogeneous. Yet segment-specific satisfaction analysis has received inadequate attention both from researchers and managers. Focusing on tourists' dining experiences, this study investigated whether tourists could be grouped into distinct segments; whether the composition of variables determining customer satisfaction differed among the identified segments; and whether market segmentation strategy could contribute to more parsimonious satisfaction prediction models. Factor analysis was performed to determine dimensions that are likely to influence tourist restaurant selection and evaluations, whereas cluster analysis was employed to identify homogeneous groups of respondents. Multiple regression analyses were then employed to examine the relative importance of service dimensions in determining satisfaction judgments of each segment. Based on the analyses, five distinct dining segments were identified. Different sets of service dimensions appeared to affect satisfaction judgments. Greater variation in satisfaction was explained when analysis was undertaken at market segment level compared to aggregate market level. Management and marketing implications of the study are discussed.

Tourism Plan formulations and implementation: the role of inter-organisational relations

Tourism environment, inter-organisational relations, resource dependency, power. Implementation o... more Tourism environment, inter-organisational relations, resource dependency, power. Implementation of tourism development plans has been notoriously problematic. This may stem from inadequate consideration that is given to the understanding of the elements of the micro and macro organisational environment in which planning is undertaken, and of the ways in which the planning and development process is carried out. A limited understanding of the relation patterns and of the resource and power interdependency between multiple agencies involved in the decision-making process may also lay the foundation for plan failures. At present, there is an urgent need to develop consistent and well thought out measurement techniques in order to codify and quantify the various micro and macro environmental elements and their influences on inter-organisational relations and on the success/failure of plan formulation and implementation. Integrating existing research literature on public administration, ...

Exposure to Promotional Films Whilst on Vacation and Its Effects on Tourists' Evaluations

Journal of Yaşar University, 2011

Destination authorities should spend public sources effectively and create innovative ways in ord... more Destination authorities should spend public sources effectively and create innovative ways in order to attract attention of visitors and generate bonds with them. A quasi-experimental study was conducted to explore whether tourists exposure to promotional material whilst on vacation could alter their perceptions of a destination and stimulate favorable behaviors. Comparisons between the pre and the post-exposure scores show that such exposures may positively alter perceptions and induce positive behaviors whilst at the destination. Implications for marketing are discussed.

The Streetscape: Effects on Shopping Tourists’ Product/Service Quality Inferences and Their Approach Behaviors

Journal of Quality Assurance in Hospitality & Tourism, 2013

When tourists enter a shopping district, they usually do not possess complete information about m... more When tourists enter a shopping district, they usually do not possess complete information about merchandise or service quality. Judgments and choices, are therefore, based on inferences made from multiple sources of information, including the product and service quality cues available in the external environment. While exterior environment is one critical attribute by which tourists judge the quality of the total service process, only a few studies have examined exterior environment from the perspective of the informational value that it offers to consumers. The results of the structural equation modeling in this study revealed that exterior shopping environment could act as a surrogate of service and merchandise quality. Tourists’ patronage intentions were strongly influenced by service quality inferences as compared with inferences about merchandise quality. Implications for retailers at tourist destinations are discussed.

Türk Ve Hollandali Otel Müşteri̇leri̇ni̇n Şi̇kayet Davranişlari: Farklar Ve Benzerli̇kler

soidergi.com

TÜRK VE HOLLANDALI OTEL MÜŞTERİLERİNİN ŞİKAYET DAVRANIŞLARI: FARKLAR VE BENZERLİKLER. Doç. Dr. At... more

Decentralised Tourism Administration: Is It the Way Forward?

opf.slu.cz

The concept of decentralised management, or bottom-up approach, has gained growing support from r... more The concept of decentralised management, or bottom-up approach, has gained growing support from researchers, as it is thought to offset problems emanating from centralised tourism management. While tourism authorities are advised to switch to relatively decentralised forms of tourism administration, no research has attempted to ascertain whether this form of administration is viable and applicable given the prevailing constitutional and institutional contexts of centralist countries. Building on the administration literature, this paper discusses potential limitations of the centralist tourism administration and questions whether the concept of decentralisation represents a realistic alternative to the centralist model.

Tourism Plan Formulation and Implementation: the Role of Inter-Organisational Relations

… for Business Administration in the New …, 2000

Implementation of tourism development plans has been notoriously problematic. This may stem from ... more Implementation of tourism development plans has been notoriously problematic. This may stem from inadequate consideration that is given to the understanding of the elements of the micro and macro organisational environment in which planning is undertaken, and of the ways in which the planning and development process is carried out. A limited understanding of the relation patterns and of the resource and power interdependency between multiple agencies involved in the decision-making process may also lay the foundation for plan failures. At present, there is an urgent need to develop consistent and well thought out measurement techniques in order to codify and quantify the various micro and macro environmental elements and their influences on inter-organisational relations and on the success/failure of plan formulation and implementation. Integrating existing research literature on public administration, tourism planning, and on systems, inter-organisational relations and network theories, this paper proposes a conceptual and operational framework in order to study the patterns and processes of relations between tourism-related organisations in regard to formulation and implementation of tourism development plans.

Smart Tourism in Destinations

Handbook of Research on Digital Communications, Internet of Things, and the Future of Cultural Tourism, 2022

Business enterprises have gained leverage through artificial intelligence (AI) in the tourism and... more Business enterprises have gained leverage through artificial intelligence (AI) in the tourism and hospitality industry. The roots of the concept and its link with big data environment has drawn a lot of interest from researchers. The employment of technology has increased economic viability of tourism enterprises due to the efficiency, effectiveness, and transparency it creates for tourism and hospitality organizations. The chapter views the emergence of smart tourism in destination management in accordance with sustainable tourism concept and evaluates the issue both in supply side and demand side of tourism. Moreover, it aims to discuss the use of such a paradigm. If the destinations have a viable ground for motivational change to adapt, this philosophy will also be high lightened. For this reason, value creation will be evaluated in accordance with cost-benefit assessment.

Clientelist relationships: implications for tourism development in the declining coastal resort of Kusadasi, Turkey

... You are viewing sample pages from CABI&#x27;s life sciences databases on CAB Direct. To l... more

Centrally formulated tourism development plans Evaluations, attitudes, and behaviors of excluded community members

"Focusing on developing countries, characterized by highly centralized planning, this chapte... more "Focusing on developing countries, characterized by highly centralized planning, this chapter begins by presenting the concepts of clientelism and corruption and their effects on local people’s trust and participation intentions in tourism development issues. Attention is particularly drawn on to “communication gap” that exists between centrally determined plans and locals who are to be affected by the plan’s implementation. As current literature presents largely Western perspective and deals with “hows” of stakeholder inclusion in plan formulation, this chapter takes “excluded local people’s perspective” in centralist countries as the departing point and discusses likely determinants in locals’ evaluations, attitudes and behaviors when they face with an implementation stage of an already determined plan by the central institutions. Based on this gap, the chapter introduces a model that presents the role of community attitudes towards long-term (i.e., strategic) planning as a significant determinant in affecting their evaluations of a centrally determined plan, intentions for participation in and support for tourism development projects. The role of trust the public holds in public institutions, responsible for governing tourism development particularly in highly-centralized countries is explained next. The elements of trust, including dependability, reliability, transparency, accountability, and accessibility of institutions are discussed under the concept of good governance and likely effects of trust on evaluation of a centrally determined plan are explicated. Potential linkages among community power to influence tourism, place attachment, attitudes towards tourism development and how excluded local people in centralist countries find plan proposals are discussed next to contribute to understanding of community support for sustainable tourism projects particularly in developing countries, governed by centralism. "

Tanıtım Materyalleri ve Çekicilikler: Türkiye, İspanya ve Yunanistan Karşılaştırması

Bilimsel Yayınların Bulguları Şüpheden Uzak mı?

Seyahat Ve Otel Isletmeciligi Dergisi, 2015

Customers’ Assessment of Destination Advertisements with Incomplete Information Interactions among Inferences, Attitudes, and Purchase Intentions

Journal of Quality Assurance in Hospitality & Tourism, 2014

ABSTRACT Potential visitors are often required to make judgments about destinations on the basis ... more ABSTRACT Potential visitors are often required to make judgments about destinations on the basis of limited or incomplete information. Since decision-making rules may change when information is missing, it is instrumental to understand how potential visitors respond to incomplete information. The present research explores how marketing communication containing incomplete information (in)directly affects consumers’ inferences, attitudes and purchase intentions. The results have shown that when information is limited, consumers are unlikely to develop strong attitudes that will guide their purchase intentions. However, when exposed to the incomplete information, the involved consumers are likely to infer service quality by complementing the incompleteness with their own input, and hence they are likely to develop favorable intent toward the destination. Implications for destination advertising are discussed.

Interactions Between Visual Appeals, Holiday Motivations, Destination Personality and the Self-Image: Implications for Destination Advertising

The concept of brand personality has come to the forefront of destination marketing thinking in r... more The concept of brand personality has come to the forefront of destination marketing thinking in recent years and a noticeable growth has been experienced in the number of brand personality research. Reviewed literature suggests that not only direct but also processing of indirect experiences with a destination (e.g., exposure to advertisements) would trigger ascription of a brand personality and influence emotions, attitudes and behaviors toward a destination. However, only little is known about how personality is created through indirect experiences with a destination and how the way a destination depicts itself in an ad influences interactions between motivation, destination personality, affective image, self-image and belief. Results of the Structural Equation Modeling analysis show that holiday motives play a strong role in the interpretation of the personality and the more similar the interpreted personality is to the individual's needs and the self-image, the more favorabl...

Shopping risk perceptions: Effects on tourists’ emotions, satisfaction and expressed loyalty intentions

Tourism Management, 2007

The potential for shopping to develop into a tourism resource depends largely on the quality, att... more The potential for shopping to develop into a tourism resource depends largely on the quality, attractiveness and safety of the environment involved. Perceived and/or actual risks associated with shopping whilst on vacation are likely to place serious constraints on tourist's shopping behaviour. Being mugged, conned, or subjected to an inconsiderate treatment while shopping can resort tourists to limit their activities at the destination and change their future plans for fear of another incident (i.e., wary about going out after dark). While perceived risk is likely to influence tourist's current and future decisions, it has not been adequately integrated into hospitality and tourism domains. The objective of this research is therefore to examine whether risk perceptions in shopping affect tourists' emotions, their satisfaction judgement and expressed loyalty intentions. The results of structural equation modelling support strong inverse associations between risk perceptions, emotions, satisfaction judgement and behavioural intentions. Managerial implications of the study are discussed.

Didim Attachment Scale

PsycTESTS Dataset, 2010

Managing relations in a learning model for bringing destinations in need of assistance into contact with good practice

Tourism Management, 2005

Stakeholder interviews and tourism planning at Pamukkale, Turkey

Tourism Management, 1999

This study examines the use of interviews to identify stakeholders' views on the implementation o... more This study examines the use of interviews to identify stakeholders' views on the implementation of proposals contained in a tourism and conservation plan. The authors conducted interviews with stakeholders representing interests affected by the implementation of the Preservation and Development Plan for Pamukkale, a World Heritage Site in Turkey. The site contains dramatic travertine terraces and also ancient city ruins, with both threatened by tourism. Analysis of the interviews identified broad social representations and more specific views concerning the planning issues. Consideration is given to the value of stakeholder interviews for a continuous planning process, including for monitoring views on tourism and conservation issues, plan proposals and on progress in plan implementation. The findings could be of considerable help to Pamukkale's planning authorities, although such stakeholder views may be ignored in the institutional context of Turkey's centralised planning system. 1999 Elsevier Science Ltd. All rights reserved.

Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviours

Tourism Management, 2006

Complaint handling can have a significant effect on customer retention rates and word-of-mouth re... more Complaint handling can have a significant effect on customer retention rates and word-of-mouth recommendations. Given their vital role, the majority of previous studies have focused on effective recovery strategies. However, to date only a little research has been carried out to examine whether consumer complaining attitudes and behaviours differ across nations. This study employed the concept of nationality to explore similarities and differences in complaining attitudes and behaviours of hotel customers from Turkey, the Netherlands, Britain and Israel. The research instrument involved a scenario and it was administered to 420 respondents. Results have shown that there are more differences than similarities in complaining behaviours of hotel customers from these countries. A moderate relationship between customers' attitudes to the act of complaining and their complaining behaviours was found. Managerial implications of the study are discussed.