Mithat Zeki Dinçer

Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan

ABSTRACT The main objective of this study is to identify the nature of e-complaints directed at luxury hotels in Jordan. For this purpose, a content analysis was conducted based on 424 negative reviews posted for these hotels on the User-Generated Content (UGC) travel website TripAdvisor. The study found that the most frequent e-complaints were about service quality, the efficiency of hotel facilities, and cleanliness and hygiene. The study showed that e-complaints were mostly posted by British, American, and Emirati guests. The hotels’ responses to e-complaints were also examined. The findings suggested that less than one-half of the e-complaints (approximately 43%) received an online response from the hotel management and that more than one-half of these responses (56%) were posted within a week of the e-complaint’s posting date. Recommendations to effective e-complaint management in the hotel industry were given in light of the article’s findings.

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.