Atila Yüksel

Measurement of tourist satisfaction with restaurant services: A segment-based approach

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.

Stakeholder interviews and tourism planning at Pamukkale, Turkey.

Abstract 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.

The Expectancy-Disconfirmation Paradigm: A Critique

Accurate measurement of customer satisfaction is a prerequisite for developing effective management strategies. Only with reliable customer feedback, gathered through an adequate and appropriate assessment framework, can managers be in possession of facts that will allow them to implement satisfaction improvement programs. The Expectancy-Disconfirmation Paradigm (EDP) has become the dominant framework employed in the assessment of customer satisfaction with hospitality and tourism services. However, despite its dominance, there remain a number of unresolved issues concerning this model. Given the lack of attention to its limitations, this article reviews a number of conceptual and operational issues relating to the EDP and questions its reliability in assessing customer satisfaction with tourism and hospitality services. Suggestions for future research are also provided.

Managing customer satisfaction and retention: A case of tourist destinations, Turkey:

Focusing on Turkish tourism, this exploratory research set out to provide destination managers and marketers with an analytic insight into how repeat and first-time visitors develop their satisfaction and return intention judgments. The results showed that the first-time and repeat visitor groups develop their return intention and satisfaction based on slightly different aspects of holiday destination. While both the first-time and repeat visitors commonly regard quality of food, quality of accommodation, hospitality and safety as a reason to come back, they consider different additional services to develop their return intentions. The repeat visitors were also found to promise more future business than first-time visitors do. Marketing implications of the study are discussed.Focusing on Turkish tourism, this exploratory research set out to provide destination managers and marketers with an analytic insight into how repeat and first-time visitors develop their satisfaction and return intention judgments. The results showed that the first-time and repeat visitor groups develop their return intention and satisfaction based on slightly different aspects of holiday destination. While both the first-time and repeat visitors commonly regard quality of food, quality of accommodation, hospitality and safety as a reason to come back, they consider different additional services to develop their return intentions. The repeat visitors were also found to promise more future business than first-time visitors do. Marketing implications of the study are discussed.

Market Segmentation Based on Tourists’ Dining Preferences:

Managerial benefits of market segmentation have been justified; however, incorporation of this concept into restaurant management philosophy is limited, particularly in tourist resorts. A factor analytic approach undertaken in this article revealed that there were different tourist dining segments, developing their restaurant selection decisions based on different aspects of restaurant services, which requires segment-specific marketing and management 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.

Tourist satisfaction and food service experience: results and implications of an empirical investigation.

ABSTRACT The main aim of this study is to ascertain causes of tourist dis/satisfaction and specifically to investigate whether the food service experience holds any significant effect in determining satisfaction and behavioural intentions. Touristsi perceptions of the facilities and services that they have experienced are assessed in order to determine what brings satisfaction, intention to recommend and intention to return. What impacts on dissatisfaction is also investigated. The results indicated that holiday satisfaction is a multifaceted concept consisting of 16 dimensions. The results further revealed that the food service experience is a critical factor which is salient in its potential to cause both satisfaction and dissatisfaction. The study concludes that the food service experience represents both a threat and an opportunity for destination managers as it has the capability of promoting as well as damaging a destinationis image.

Comparative performance analysis: Tourists’ perceptions of Turkey relative to other tourist destinations

As a result of ever-intensifying competition, destination managers are increasingly in need of comparative information in order to identify their relative product strengths and weaknesses, a critical step in formulating appropriate competitive actions. It is highly likely that tourism destinations failing to pay attention to the performance delivered by their competitors, not knowing their own potential shortcomings in service delivery, and overlooking the improvement of tourist experience and satisfaction stand to lose their market share. Focusing on Turkish tourism, this study aimed to provide destination managers with exploratory insights into what tourists regarded as the components of a satisfying holiday experience and how tourists perceived the destination performance relative to other destinations. A modified experience-based framework was adopted in order to understand tourists’ perceptions of the destination relative to other destinations, and whether experiences with other destinations affected their present holiday evaluation. The study found that tourists might judge the destination’s performance on a set of attributes, some being more tangible, and some being relatively more important. The relation found between tourists’ perceptions of other destinations and their evaluation of the current holiday suggests that what other destinations have to offer might affect tourists’ current satisfaction judgments and their future behavioural intentions. Managerial implications of the study are discussed.

Writing publishable papers

Abstract This research explored the criteria that reviewers use in reviewing empirical manuscripts submitted for publication consideration in tourism, travel and hospitality journals. Forty-three reviewers were asked to state the key areas that they look at when reviewing a manuscript. The Nud.ist programme was used in the analysis of their answers. Eight key areas were identified. Reviewers almost always stated the need for the paper to make a contribution. However, they also frequently mentioned being “innovative or unique”; thus, originality appears to be a significant criterion to many reviewers. Careless writing and presentation appeared to have significant impact on the reviewers’ reaction to a manuscript. It is also evident from the comments that the manuscript that leaves “so what?” question will not be recommended. Among the other critical elements for the acceptance/rejection decision are the use of literature, quality of arguments, appropriateness in relation to the mission and focus of the journal, research methodology and data analysis, and research implications. The authors aiming to publish may benefit from the study by being cognisant of the reviewers’ sensitivities to these aspects.

Ministers’ statements: a policy implementation instrument for sustainable tourism?

Consistent communication of tourism policies by tourism ministers might raise public and industry awareness and promote support for sustainable tourism. The statements made by ministers contain messages that can inform the public and industry stakeholders, and potentially, these statements can draw attention to sensitive issues and bring about changes in practices that encourage sustainability in the tourism industry. Analyzing the statements of the five most recent tourism ministers in Turkey, delivered between 2001 and 2009, this study identifies the ministers’ priorities for tourism and compares them with the tourism policy objectives set out in Turkeys Tourism Strategic Action Plan. Further comparison is undertaken to see whether priorities changed within and between governments. The results of the content analysis indicate that the statements of the Turkish tourism ministers were economically driven and growth-oriented, and that there were inconsistencies between the ministers’ priorities and the corresponding policy objectives in the national tourism strategy. While the period between 2001 and 2009 saw changing governments and ministers, the different ministers emphasized an almost identical set of priorities. Implications are discussed for public awareness of tourism policies and for sustainable tourism.

Heritage tourism destinations: preservation, communication and development.

The complex relationships between tourism and heritage are revealed in the tensions between tradition and modernity (Nuryanti, 1996). Heritage tourism has been studied by numerous scholars and practitioners over the past decades from different disciplines. In 21st century heritage destinations are in various forms and functions such as townscapes, rural village or traditional agricultural landscape, leisure landscape, historical trails and routs and have different roles to play for different stakeholders and provides opportunities for visiting individuals, who are privileged to breathe past, present and future at once.