Fusun Istanbullu Dincer

Influence of customer experience on loyalty and word-of-mouth in hospitality operations

Customer experience is emerging as a relatively new concept and is regarded as an important determinant for the success of hospitality organizations. However, factors affecting customer experiences and the influence of experiences on consumer behaviour are still unclear. Through a quantitative field research, this paper attempts to determine and exhibit the impacts of customer experiences on customer loyalty and recommendation behaviours in hospitality organizations. To reach this objective, a sample of 350 adult respondents staying in five-star hotels in Istanbul were requested to rate the items related to physical environment and social interactions that are found to be relevant to hotel stay experiences. The results indicate that there is a strong relationship between desired customer behaviours and perceived dimensions of customer experiences.

Coping with reintermediation: the case of SMHEs

The structure of hospitality distribution has experienced profound changes within the last few decades. With the evolution and spread of internet, a substantial number of consumers started to use electronic channels for hotel bookings. This has resulted in disintermediation of traditional offline travel agencies. Yet, it has also initiated a new type of middleman to emerge and grow. Much powerful than its former version, online travel agencies (OTAs) bring about some benefits but also challenges particularly for small and medium sized independent hotels (SMHEs). This paper focuses on the difficulties SMHEs face during this transformation. The characteristics of SMHEs, the evolution of channels and the role of OTAs were discussed based on a qualitative study. 22 SMHE managers were interviewed about their perceptions of OTAs and challenges with reintermediation. Based on the data the challenges were grouped under; complexity, dependency, unfair competition and commodification. Solutions to complications of reintermediation for SMHEs and directions for future research are suggested.

Turizm Alanında Çıkan Akademik Kadrolar Üzerine Bir İçerik Analizi

Bu calismanin amaci Turkiye’de turizm alaninda cikan akademik ilanlarin, ciktiklari bolumler ile olan iliskilerinin incelenmesidir Calismada 2016-2017 yillari icerisinde on lisans ve lisans programlarinda istihdam edilmek uzere turizm bolumleri icin acilan ogretim elemani ve ogretim uyesi ilanlari degerlendirilmistir. Bu kapsamda 112 ogretim uyesi, 103 ogretim elemani kadro ilani olmak uzere toplam 215 adet akademik ilan incelenerek aranan kriterler ve kadroya cikan bolumler ile iliskisi analiz edilmistir. Arastirma sonucunda akademik ilanlarin buyuk bir kisminin turizm ile iliskili oldugu ortaya ciksa da, dikkate deger bir miktarda alan disi ozel sartlar barindiran ilanlarin ozellikle Yardimci Docent Dr. ve Ogretim Gorevlisi kadrolarinda goruldugunu ortaya koyulmustur.

Understanding destination image from the perspective of Western travel bloggers: the case of Istanbul

Travelers’ narratives disseminated online about destination experiences are an important source of information for measuring the performance of tourist destinations and understanding travelers’ perceptions, behaviors and expectations. Drawing on data from travel narratives, the purpose of this study is to examine the destination image of Istanbul as revealed in Western travel blogs. In addition, this study aims to identify the demographic characteristics of travelers who are more likely to engage in destination blogging activities.,A deductive content analysis approach was used on a sample of travel blog entries retrieved from TravelPod.com. Based on the dimensions and attributes of destination image identified by Beerli and Martin (2004), a coding scheme was established to guide the coding process.,The findings suggest that the online destination image of Istanbul is generally positive. Specifically, the destination is mainly appreciated for its cultural and historical heritage, as well as for its tourist infrastructure. However, the findings also highlight some issues that concern Western travelers, such as safety and traffic congestion.,This study is timely as it explores the online destination image of a key destination in a period of instability. The findings are expected to offer insights for destination management organizations in Turkey on how Western travelers view Istanbul as a tourist destination. These insights are also important to help policymakers and tourism destination marketers design effective strategies.

Reel Effective Exchange Rate Volatilities Impact on Tourism Sector in Turkey: An Empirical Analysis of 2003-2014☆

Abstract There have been positive changes in the macro indicators of the economy in Turkey over the last decade. The foreign trade volume increased remarkably whereas serious progress has also been observed in many sectors. The volatility in the Turkish currency was relatively reduced in the aftermath to the regulations in the finance sector. Tourism is one of the sectors in Turkey that is open to international markets and attracts foreign currency. The contribution and added value of the tourism sector to the national economy has been growing in recent years. The stability in the domestic currency also positively affected tourism sector. To this end, the revenues in this sector have also increased. This study analyses the dynamics of the macro performance in Turkish economy over the last decade and empirically reviews the developments in tourism sector as well as the reflections in the monetary policies and the real effective exchange rate (REER) volatility. Additionally, empirically tests the relationship between the tourism sector revenues and the REER in the period between 2002 and 2014.