Papers by Merve (BAŞ) BULUT
HIERARCHICAL EFFECT OF ACADEMIC SELF-EFFICACY AND SOCIO-DEMOGRAPHIC CHARACTERISTICS ON SATISFACTION AND DROPOUT OF STUDENTS WITH DISABILITY IN HIGHER EDUCATION , 2024
Link: https://dergipark.org.tr/en/pub/tojde/issue/81738/1245358
ABSTRACT
Even though distance... more Link: https://dergipark.org.tr/en/pub/tojde/issue/81738/1245358
ABSTRACT
Even though distance education from the home environment has seemed comfortable and economical for students with disability in formal higher education during the pandemic, insufficiency in their academic self-efficacy, and satisfaction and an increasing tendency to drop out were observed. This quantitative research is based on development of the scales and hierarchical regression analyses to determine the resources of academic self-efficacy, satisfaction and the tendency to drop out of students with disability in higher education beyond physical accessibility. The hierarchical effect of sub-dimensions of academic self-efficacy on satisfaction and the tendency to drop out and hierarchical predictor roles of socio-demographic characteristics (gender, rate of personal disability, type of disability, and four fields of study) were analysed. Some of the important findings are; that self-efficacy in training, emotional well-being, technique and communication are determined as the sub-dimensions of academic self-efficacy. Self-efficacy in emotional well-being is the most effective sub-dimension of academic self-efficacy on satisfaction. Hierarchically, fields of study (social science and health sciences), rate of disability and types of disability (chronic illness and hearing disability) are effective on academic self-efficacy. The results support the decision makers to increase the quality of more inclusive higher education by considering differences based on education fields, types of disability and rate of (personal) disability and gender.
When customer satisfaction is considered as the target for those organizations, expecting a smile... more When customer satisfaction is considered as the target for those organizations, expecting a smiley and happy face (etc.) from the employees become one of the unwritten rules in tourism organizations. In this process, emotional dissonance may be felt by the employees who try to display the emotions desired by the organizations. After a certain time, this situation can bring some problems such as emotional exhaustion, alienation and negative thinking. So, it has been thought that there is a negative relationship between the perception of emotional dissonance and the satisfaction level of disabled holidaymakers. Nonetheless, the positive relationship which was explained with 14.1% between perceived emotional dissonance and disabled holidaymakers’ satisfaction was determined according to the results of the correlation analysis. This means, when the level of emotional dissonance increases, the satisfaction level of disabled holidaymakers also grows. As a different consequence from the studies seen in the literature, this may be caused due to the delicate structure of the disabled market. The reason of this direct proportion can be thought as the employees are satisfied with their jobs and they serve to a different group that consists of disabled individuals.
Abstract of the Book:
Participation of people with disabilities in social and business life is i... more Abstract of the Book:
Participation of people with disabilities in social and business life is important for the development of a community. This subject is related to the level of overcoming challenges. There is no doubt that overcoming challenges does not only relate to personal factors, it is also dealing with environmental factors. These factors are legal regulations, environmental accessibility, persons’ behaviors, communication and successful governance etc. There is a key point that should not be forgotten which is prosperity for people with disabilities, and it is also necessary for third age people, pregnant persons, children, people with luggage and others in the population who want to travel in safety and quality as well.
When we talk about tourism, accessibility is vital for their inclusion in tourism and travel, but decision makers, service providers and the community should be aware of the tourism market for people with disabilities. This book informs about international and national legal regulations, accessible tourism market analysis, management of the process for accessibility with the examples of accessible applications from developed countries. Analysis of tourism for persons with disability together with the related types of tourism such as third age (senior) tourism, health tourism, and care tourism were placed as well.
The book also aims to discuss estimated profitability and losses in the coming years for the accessible tourism market through the example of Turkey as a developing country. Findings of analyses, discussion and some recommendations for the improvement of tourism for Persons with Disabilities could be found in the final part of the study.
Journal of Quality Assurance in Hospitality & Tourism ; Taylor & Francis Online, https://doi.org/10.1080/1528008X.2021.1934622, 2021
Abstract (İngilizce ve Türkçe Özet)
There are remarkable researches about the relationship betwe... more Abstract (İngilizce ve Türkçe Özet)
There are remarkable researches about the relationship between word of mouth (WOM) and service quality, but there are very limited researches that explain the direct relationship between every single dimension of service quality and three major dimensions of WOM (value, intensity, and content) in the resort hotel industry. So, the research mainly aims to determine the direct relationship between every single dimension of service quality and the three major dimensions of WOM in the (resort) hotel industry. The secondary purpose of the research is to determine significant differences between sociodemographic characteristics and the three major dimensions of WOM if there are any. Additionally, the most preferred WOM channels and the most discussed WOM content were determined in this study. The research was conducted for 416 domestic tourists who have accommodation experiences in four and five stars resort hotels in Muğla province, Turkey, and quantitative data analysis was used through IBM SPSS. The findings of the research show that there are significant relationships between the three major WOM dimensions and service quality dimensions (apart from physical characteristics). Based on the important results of the research, managerial implications and theoretical contributions were discussed thoroughly in “Results and discussion” and “Conclusion and implications.”
ÖZET Hizmet kalitesi boyutları ile ağızdan kulağa iletişim boyutları arasındaki ilişkiyi ölçen pek çok çalışma bulunmaktadır. Sınırlı sayıda çalışma, kıyı oteli sektöründe hizmet kalitesi boyutlarının her biri ile ağızdan kulağa iletişimin farklı boyutlarının [değer (pozitifliği ve negatifliği), yoğunluk ve içerik] her biri arasındaki ilişkiyi direkt ölçmektedir. Bu nedenle araştırma, kıyı otelciliğinde, her bir hizmet kalitesi boyutu ile ağızdan kulağa iletişimin üç ana boyutu arasındaki ilişkiyi direkt ölçmeyi amaçlamıştır. Çalışmanın ikinci amacı ise, sosyo-demografik değişkenler ile ağızdan kulağa iletişimin üç ana boyutu arasındaki farklılıkları tespit etmektir. Ayrıca, en çok tercih edilen ağızda kulağa iletişim kanalları ve tüketicilerin en çok konuştukları konular da çalışmada tespit edilmiştir. Çalışmanın örneklemini, Muğla ilinde, kıyı oteli konseptindeki dört ve beş yıldızlı otel işletmelerinde konaklayan yerli turistler oluşturmaktadır. Nitel araştırma yöntemi, IBM SPSS istatistik paket programı aracılığı ile uygulanmıştır. Analiz sonuçlarına göre, hizmet kalitesinin her bir boyutu (fiziksel özellikler hariç) ile ağızdan kulağa iletişimin üç ana boyutu arasında istatistiki açıdan pozitif yönde ve anlamlı bir ilişki vardır. Çalışmanın önemli sonuçlarını temel alarak, yönetsel ve teorik çıkarımlar; araştırmanın “sonuç ve tartışma”, “değerlendirme ve çıkarımlar” bölümünde ayrıntılı olarak tartışılmıştır.
Köşe Yazısı: Turizm Yazıları
İşitme engellilik üzerine
Rural tourism is an important factor that improves sustainability and development of the regions.... more Rural tourism is an important factor that improves sustainability and development of the regions. However, it is not easy for every region to make possible sustainable rural tourism activities. In other words the process needs a strategic rural development program. This study examines the Rural Development Program (RDP) approach to tourism through the example of Basilicata region of Italy which has a high level of rural areas and is the third region in line among the regions close to city centres in terms of the highest number of nights spent by the domestic tourists. Particularly, some important components, in accordance with the development process , have been mentioned in terms of rural tourism and components which are related to development of regional tourism intensity. Furthermore, evaluation of the RDP's contribution on the regional development in terms of economic and social aspects and its requirements were examined in the study through the related statistics and literature review. 1 Only "the earlier form of the abstract part" of the study was mailed for presentation to National Tourism Congress (was in 18-22 May 2016), but later the abstract could not have been presented because of health problems, so that it was not taken to conference paper. Then, both abstract part and the whole study have been developed for the current article form.
İstanbul modern otelcilik anlayışıyla, diğer Avrupa şehirleriyle kıyaslandığında daha geç, 19.yy’... more İstanbul modern otelcilik anlayışıyla, diğer Avrupa şehirleriyle kıyaslandığında daha geç, 19.yy’ın ikinci yarısına doğru tanışmıştır. İlk örneklerine, Galata ve Beyoğlu (Pera) civarında rastlanan bu oteller o dönemdeki geleneksel konaklama tesislerinden farklı olarak, mimarilerinden hizmet şekillerine, menü seçiminden servis usullerine kadar batılı ve modern bir yaklaşımı sergilemeye özen göstermişlerdir. Tokatlıyan Oteli ise bu dönemde, Orient Express yolcularının konaklama ihtiyacını karşılamak için açılmış, her ne kadar günümüzde unutulmuş olsa da zamanında Pera Palas ile birlikte modern otelciliğin adeta bir sembolü olmuştur. Beyoğlu'nun, dönemin adıyla Pera'nın otelciliğinin ününün Avrupa'ya yayılmasını ve dünya edebiyatında yer almasını sağlamıştır. Bu amaçla çalışmada, Tokatlıyan Oteline ilişkin kurum tarihi çalışması yapılmıştır. Bu bağlamda kitap, gazete ve mektup gibi yazılı kaynaklardan ve döneme ilişkin yapılan röportajlardan faydalanılıp, sözlü tarih çalışmasına ve görsellere de yer verilmiştir. Çalışmanın sonunda ise, elde edilen bilgiler doğrultusunda, yitirilen bu önemli değerin yeniden kazanılıp kazanılamayacağı konusunda değerlendirme yapılıp, önerilerde bulunulmuştur.
Anahtar kelimeler: Tokatlıyan Oteli, 19. yy. Otelleri, Beyoğlu, Pera Tarihi, Kurum Tarihi.
Museums are establishments that both local people and tourists visit. According to the data of 20... more Museums are establishments that both local people and tourists visit. According to the data of 2012, 28.781.308 people visited the ruins and the museums. 650 million people live on earth and improving accessibility is important. Therefore, there should be accessible services for people with disability in museums. Improvement of accessibility can also increase the level of satisfaction and preferable by tourists with disability. To make a contribution to accessible facilities in museums and for a comparative analysis some museums have been chosen from Turkey as follows: Topkapı Palace Museum, Ankara Anatolian Civilizations Museum, Istanbul Archeology Museum and Louvre Museum (Paris), British Museum (London), Vatican Museum (Vatican City), Metropolitan Museum of Art (New York) are museums which have been selected from abroad in this research. According to the results of the study, some deficiencies have been spotted in domestic museums. Some suggestions have been made such as consistence of some special education program for visitors with mental disability, touch and sign language tours and level access applications etc.
Accessibility and economic limitations effect the commitment of the disabled tourists to tourism ... more Accessibility and economic limitations effect the commitment of the disabled tourists to tourism activities. The place of the disabled tourists, defined as one of the disadvantaged groups of the community in tourism sector is not seen as a subject that is considered at length. Customers in this market and studies on the service they get from business are also a subject that is not considered at length as is the case with this disadvantaged group. This study deals with the effect of the emotional dimension on the level of customer satisfaction of the disabled tourists. Furthermore, this study also deals with whether or not the disabled tourist’s satisfaction differed in relation to the demographic characteristics, the frequency of vacation, and the reasons behind their coming to touristic establishments. In this study field survey has been used as the research model. The 315 disabled tourists who have been selected randomly make the sample of the study. For expressions which represent emotional labor and customer satisfaction dimensions five likert scale has been used. The results of the study show that an increase in the satisfaction level affects the increase in the emotional effort. Another important result of the study, contrary to the literature, is that the increase in the emotional dissonance heightens the level of customer satisfaction to a lesser extent than the emotional effort. The reason behind this finding is evaluated in the conclusion and evaluation section of this study in connection with the relationship between the dimensions of the emotional labour and the tourism market on which the research has been conducted. In accordance with the results and to facilitate an increase in the level of customer satisfaction in the disabled tourism market recommendations have been made on the basis of the emotional labour perceptions of the disabled tourists.
Keywords: Emotional Labour, Emotional Effort, Emotional Dissonance, Customer Satisfaction, Disability, Disabled Tourism.
Gazi Universitesi Turizm Fakultesi Dergisi, Dec 30, 2014
In the service industry, in addition to the physical performance, personnel are asked to show als... more In the service industry, in addition to the physical performance, personnel are asked to show also the emotions that will satisfy customers during the service production process in return for the wages they are paid. Its foremost reason is the participation of the customer in the service process and the characteristics of the service. In other words, an emotional demonstration is expected from personnel. The aim of this study is to analyse the emotional labor process of people rendering service in the disabled tourism market and its results. The sample consists of the personnel who serve the disabled tourists in hotel facilities. As a result of the study, following findings have been reached: Employees in the disabled tourism market between the ages of 18 - 29 have higher level of emotional effort; some factors such as culture and support by manager are effective in emotional labour process of the employees who work in the disabled tourism market. In the analyses relating to the consequences of emotional labour process, some further results have been reached that the most of the personnel who serve in the disabled tourism market do not experience depersonalization while serving the disabled guests, and their self accomplishment level increases when they offer satisfactory service to the disabled guests.
Key Words: Emotional Labor, Emotional Effort, Emotional Dissonance, Disabled Tourism Market
Conference Presentations by Merve (BAŞ) BULUT
Marketing Consciously: Innovative Business and Customer Centric Service Marketing Mix in New Normal Based on the Lives of Customers with Disability (Bilinçli Pazarlama: Yeni Normalde Engelli Müşterilerin Yaşamlarına Dayanarak İnovatif İşletme ve Müşteri Merkezli Pazarlama Karması) , 2021
ABSTRACT (İngilizce ve Türkçe Özet)
Starting point of this research is understanding customers wi... more ABSTRACT (İngilizce ve Türkçe Özet)
Starting point of this research is understanding customers with disability as a human before understanding them as a customer to market consciously. Therefore, firstly, different factors (challenges, emotions and feelings, needs, and opportunities) from lives of persons with disability and their interactions with each other in the new normal (within COVID-19 period) were determined. Secondly, they were integrated into business and customer centric service marketing mix (7Ps and 7Cs) for the hospitality industry. With this aim, a qualitative research method was conducted. Text analysis (categorization, cluster analysis and text search query etc.) was made with 52 different (with excluding resharings) online statements of persons with disability about their lives in the new normal. 6 categories based on 229 codings were revealed via NVivo. Eliminating the effective challenges on emotions and feelings, finding solutions, meeting the needs and benefiting from the opportunities were considered while integrating the results into the service marketing mix. For example, the challenge “inability to keep social distance” causes another challenge “others’ negative attitudes and behaviours” to persons with disability. These make persons with autism and post-traumatic stress disorder feel anxious and unsafe. Obstacle detection and warning systems (product and customer solution) can help to increase the possibility of keeping social distance in service areas. Public relation projects about the need for accessible transportation and employment for persons with disability create value for them. These projects help the marketers to communicate with customers with disability and marketing themselves consciously (promotion and communication) by touching their lives directly. Uniqueness of the research is revealing realities of persons with disability thoroughly and integrating them into the innovative service marketing mix tools (7Ps and 7Cs). The findings can be benefited in new normal (within COVID-19 period) and aftermath. Importance of the research was mentioned more comprehensively in the introduction part. Important outputs were explained under the research questions.
Key words: Service marketing mix, text analysis, COVID-19, persons with disability, hospitality industry, new normal.
ÖZET - Bu çalışmanın çıkış noktası engelli müşterileri, müşteri olarak değerlendirmeden önce insan olarak anlamaktır. Bu nedenle, ilk olarak, yeni normalde (COVID-19 dönemi içinde) engelli bireylerin yaşamlarında etkili olan farklı faktörler (zorluklar, duygular ve hisler, ihtiyaçlar ve fırsatlar) ve bu kavramların birbirleri ile etkileşimleri tespit edilmiştir. İkincil olarak, sonuçlar ağırlama endüstrisinde, işletme ve müşteri merkezli pazarlama karmasına (7P be 7C) entegre edilmiştir. Bu amaçla, engelli bireylerin yeni normaldeki yaşamlarına ilişkin 52 farklı sanal ifade (yeniden paylaşımlar hariç) nitel araştırma tekniği ile incelenmiştir. Metin analizi (kategorizasyon, küme analizi ve metin arama sorgusu vb.) yapılmıştır. NVivo programı ile 6 kategori ve 229 kod ortaya çıkmıştır. Sonuçlar, pazarlama karmasına entegre edilirken, zorlukların, duygular ve hisler üzerindeki etkilerini azaltmak, çözümler bulmak, ihtiyaçları karşılamak ve tespit edilen fırsatlardan faydalanmak temel alınmıştır. Örneğin, engelli bireylerin, “sosyal mesafeyi koruyamama” zorluğu bir diğer zorluk olan “diğerlerinin (insanların) [engelli bireylere karşı] kaba tutum ve davranışları” zorluğuna neden olmaktadır. Bunlar, otizm ve travma sonrası stres bozukluğuna sahip olan bireylerin endişe ve güvensizlik hissetmelerine neden olmaktadır. Engel algılama ve uyarı sistemleri (ürün ve müşteri çözümü), engelli müşterilerin hizmet alanlarında sosyal mesafeyi korumalarını sağlamaktadır. Erişilebilir ulaşım ve engelli bireylerin istihdamı ile ilgili halkla ilişkiler projeleri onlar için değer oluşturur. Söz konusu projeler pazarlamacılara, engelli bireylerin yaşamlarına dokunarak engelli bireyler ile direkt iletişim kurma (tanıtım ve iletişim) ve kendilerini tanıtma konusunda yardımcı olur. Bu çalışma, engelli bireylerin yaşamlarında gerçeklikleri etraflıca ortaya çıkarma ve onları yenilikçi hizmet karması araçlarına (7P ve 7C) entegre etme açısından farklılık arz eder. Bulgulardan, yeni normalde (COVID-19 dönemi içinde) ve sonrasında faydalanılabilir. Çalışmanın önemi giriş kısmında daha ayrıntılı belirtilmiştir. Önemli çıktılar araştırma soruları [bulgular bölümü] altında açıklanmıştır.
Published Conference paper
When customer satisfaction is considered as the target for those organizations, expecting a smile... more When customer satisfaction is considered as the target for those organizations, expecting a smiley and happy face (etc.) from the employees become one of the unwritten rules in tourism organizations. In this process, emotional dissonance may be felt by the employees who try to display the emotions desired by the organizations. After a certain time, this situation can bring some problems such as emotional exhaustion, alienation and negative thinking. So, it has been thought that there is a negative relationship between the perception of emotional dissonance and the satisfaction level of disabled holidaymakers. Nonetheless, the positive relationship which was explained with 14.1% between perceived emotional dissonance and disabled holidaymakers’ satisfaction was determined according to the results of the correlation analysis. This means, when the level of emotional dissonance increases, the satisfaction level of disabled holidaymakers also grows. As a different consequence from the studies seen in the literature, this may be caused due to the delicate structure of the disabled market. The reason of this direct proportion can be thought as the employees are satisfied with their jobs and they serve to a different group that consists of disabled individuals.
Emergence of modern hospitality industry in İstanbul has been much later than other European citi... more Emergence of modern hospitality industry in İstanbul has been much later than other European cities, and dates back to around the end of the second half of the 19th. century. First examples of modern hotels which were seen in Galata and Pera, differed from the traditional accommodation, cared to adopt western and modern style with their architecture, service styles and menu systems. Hotel Tokatlıyan was opened to welcome travelers of Orient Express which was the symbol of the modern hospitality with Pera Palace, unfortunately it is forgotten nowadays. In this context, the aim of this study is to furnish information on the history of Tokatlıyan Hotel and the process of hotel establishment of Beyoğlu (Pera).
650 million disabled people in the world. The concept of accessibility is important for both comm... more 650 million disabled people in the world. The concept of accessibility is important for both communication and physical environmental. Firstly, definitions of details of disabled tourism market are important in order to become successful at the tourism market. In this study disabled tourism market has been analysed in order to raise awareness and determination of relating concepts. To achieve this some information has been provided with regards to statistics on disabled, expenditure capacity of disabled tourists, their preference for touristic destination and some factors that affect their satisfaction. Furthermore theoretical research has been made and some studies relating to the subject has been provided. At end of the study some recommendations have been made for both academic researchers and personnel who are employed in the tourism sector.
Books by Merve (BAŞ) BULUT
Abstract of the Chapter “International Hotel Standards and Criteria”
Hotel classification system... more Abstract of the Chapter “International Hotel Standards and Criteria”
Hotel classification system is very important for guests’ right preference of a place of accommodation. Criteria of classification give information about the quality degree of the hotel where they want to stay. Hotel classification system can differ from country to country. For example (AAA) Diamond scale is American System, Automobile Association (AA) system use stars for classification and the system can start from zero (0) as in France in the past etc. Aim of this chapter is giving information about national and international hotel classification systems and also making comparisons to identify differences and gaps in hotel classification systems.
Talks by Merve (BAŞ) BULUT
Engelli turizmine akademik bakış - röportaj
Uploads
Papers by Merve (BAŞ) BULUT
ABSTRACT
Even though distance education from the home environment has seemed comfortable and economical for students with disability in formal higher education during the pandemic, insufficiency in their academic self-efficacy, and satisfaction and an increasing tendency to drop out were observed. This quantitative research is based on development of the scales and hierarchical regression analyses to determine the resources of academic self-efficacy, satisfaction and the tendency to drop out of students with disability in higher education beyond physical accessibility. The hierarchical effect of sub-dimensions of academic self-efficacy on satisfaction and the tendency to drop out and hierarchical predictor roles of socio-demographic characteristics (gender, rate of personal disability, type of disability, and four fields of study) were analysed. Some of the important findings are; that self-efficacy in training, emotional well-being, technique and communication are determined as the sub-dimensions of academic self-efficacy. Self-efficacy in emotional well-being is the most effective sub-dimension of academic self-efficacy on satisfaction. Hierarchically, fields of study (social science and health sciences), rate of disability and types of disability (chronic illness and hearing disability) are effective on academic self-efficacy. The results support the decision makers to increase the quality of more inclusive higher education by considering differences based on education fields, types of disability and rate of (personal) disability and gender.
Participation of people with disabilities in social and business life is important for the development of a community. This subject is related to the level of overcoming challenges. There is no doubt that overcoming challenges does not only relate to personal factors, it is also dealing with environmental factors. These factors are legal regulations, environmental accessibility, persons’ behaviors, communication and successful governance etc. There is a key point that should not be forgotten which is prosperity for people with disabilities, and it is also necessary for third age people, pregnant persons, children, people with luggage and others in the population who want to travel in safety and quality as well.
When we talk about tourism, accessibility is vital for their inclusion in tourism and travel, but decision makers, service providers and the community should be aware of the tourism market for people with disabilities. This book informs about international and national legal regulations, accessible tourism market analysis, management of the process for accessibility with the examples of accessible applications from developed countries. Analysis of tourism for persons with disability together with the related types of tourism such as third age (senior) tourism, health tourism, and care tourism were placed as well.
The book also aims to discuss estimated profitability and losses in the coming years for the accessible tourism market through the example of Turkey as a developing country. Findings of analyses, discussion and some recommendations for the improvement of tourism for Persons with Disabilities could be found in the final part of the study.
There are remarkable researches about the relationship between word of mouth (WOM) and service quality, but there are very limited researches that explain the direct relationship between every single dimension of service quality and three major dimensions of WOM (value, intensity, and content) in the resort hotel industry. So, the research mainly aims to determine the direct relationship between every single dimension of service quality and the three major dimensions of WOM in the (resort) hotel industry. The secondary purpose of the research is to determine significant differences between sociodemographic characteristics and the three major dimensions of WOM if there are any. Additionally, the most preferred WOM channels and the most discussed WOM content were determined in this study. The research was conducted for 416 domestic tourists who have accommodation experiences in four and five stars resort hotels in Muğla province, Turkey, and quantitative data analysis was used through IBM SPSS. The findings of the research show that there are significant relationships between the three major WOM dimensions and service quality dimensions (apart from physical characteristics). Based on the important results of the research, managerial implications and theoretical contributions were discussed thoroughly in “Results and discussion” and “Conclusion and implications.”
ÖZET Hizmet kalitesi boyutları ile ağızdan kulağa iletişim boyutları arasındaki ilişkiyi ölçen pek çok çalışma bulunmaktadır. Sınırlı sayıda çalışma, kıyı oteli sektöründe hizmet kalitesi boyutlarının her biri ile ağızdan kulağa iletişimin farklı boyutlarının [değer (pozitifliği ve negatifliği), yoğunluk ve içerik] her biri arasındaki ilişkiyi direkt ölçmektedir. Bu nedenle araştırma, kıyı otelciliğinde, her bir hizmet kalitesi boyutu ile ağızdan kulağa iletişimin üç ana boyutu arasındaki ilişkiyi direkt ölçmeyi amaçlamıştır. Çalışmanın ikinci amacı ise, sosyo-demografik değişkenler ile ağızdan kulağa iletişimin üç ana boyutu arasındaki farklılıkları tespit etmektir. Ayrıca, en çok tercih edilen ağızda kulağa iletişim kanalları ve tüketicilerin en çok konuştukları konular da çalışmada tespit edilmiştir. Çalışmanın örneklemini, Muğla ilinde, kıyı oteli konseptindeki dört ve beş yıldızlı otel işletmelerinde konaklayan yerli turistler oluşturmaktadır. Nitel araştırma yöntemi, IBM SPSS istatistik paket programı aracılığı ile uygulanmıştır. Analiz sonuçlarına göre, hizmet kalitesinin her bir boyutu (fiziksel özellikler hariç) ile ağızdan kulağa iletişimin üç ana boyutu arasında istatistiki açıdan pozitif yönde ve anlamlı bir ilişki vardır. Çalışmanın önemli sonuçlarını temel alarak, yönetsel ve teorik çıkarımlar; araştırmanın “sonuç ve tartışma”, “değerlendirme ve çıkarımlar” bölümünde ayrıntılı olarak tartışılmıştır.
Anahtar kelimeler: Tokatlıyan Oteli, 19. yy. Otelleri, Beyoğlu, Pera Tarihi, Kurum Tarihi.
Keywords: Emotional Labour, Emotional Effort, Emotional Dissonance, Customer Satisfaction, Disability, Disabled Tourism.
Key Words: Emotional Labor, Emotional Effort, Emotional Dissonance, Disabled Tourism Market
Conference Presentations by Merve (BAŞ) BULUT
Starting point of this research is understanding customers with disability as a human before understanding them as a customer to market consciously. Therefore, firstly, different factors (challenges, emotions and feelings, needs, and opportunities) from lives of persons with disability and their interactions with each other in the new normal (within COVID-19 period) were determined. Secondly, they were integrated into business and customer centric service marketing mix (7Ps and 7Cs) for the hospitality industry. With this aim, a qualitative research method was conducted. Text analysis (categorization, cluster analysis and text search query etc.) was made with 52 different (with excluding resharings) online statements of persons with disability about their lives in the new normal. 6 categories based on 229 codings were revealed via NVivo. Eliminating the effective challenges on emotions and feelings, finding solutions, meeting the needs and benefiting from the opportunities were considered while integrating the results into the service marketing mix. For example, the challenge “inability to keep social distance” causes another challenge “others’ negative attitudes and behaviours” to persons with disability. These make persons with autism and post-traumatic stress disorder feel anxious and unsafe. Obstacle detection and warning systems (product and customer solution) can help to increase the possibility of keeping social distance in service areas. Public relation projects about the need for accessible transportation and employment for persons with disability create value for them. These projects help the marketers to communicate with customers with disability and marketing themselves consciously (promotion and communication) by touching their lives directly. Uniqueness of the research is revealing realities of persons with disability thoroughly and integrating them into the innovative service marketing mix tools (7Ps and 7Cs). The findings can be benefited in new normal (within COVID-19 period) and aftermath. Importance of the research was mentioned more comprehensively in the introduction part. Important outputs were explained under the research questions.
Key words: Service marketing mix, text analysis, COVID-19, persons with disability, hospitality industry, new normal.
ÖZET - Bu çalışmanın çıkış noktası engelli müşterileri, müşteri olarak değerlendirmeden önce insan olarak anlamaktır. Bu nedenle, ilk olarak, yeni normalde (COVID-19 dönemi içinde) engelli bireylerin yaşamlarında etkili olan farklı faktörler (zorluklar, duygular ve hisler, ihtiyaçlar ve fırsatlar) ve bu kavramların birbirleri ile etkileşimleri tespit edilmiştir. İkincil olarak, sonuçlar ağırlama endüstrisinde, işletme ve müşteri merkezli pazarlama karmasına (7P be 7C) entegre edilmiştir. Bu amaçla, engelli bireylerin yeni normaldeki yaşamlarına ilişkin 52 farklı sanal ifade (yeniden paylaşımlar hariç) nitel araştırma tekniği ile incelenmiştir. Metin analizi (kategorizasyon, küme analizi ve metin arama sorgusu vb.) yapılmıştır. NVivo programı ile 6 kategori ve 229 kod ortaya çıkmıştır. Sonuçlar, pazarlama karmasına entegre edilirken, zorlukların, duygular ve hisler üzerindeki etkilerini azaltmak, çözümler bulmak, ihtiyaçları karşılamak ve tespit edilen fırsatlardan faydalanmak temel alınmıştır. Örneğin, engelli bireylerin, “sosyal mesafeyi koruyamama” zorluğu bir diğer zorluk olan “diğerlerinin (insanların) [engelli bireylere karşı] kaba tutum ve davranışları” zorluğuna neden olmaktadır. Bunlar, otizm ve travma sonrası stres bozukluğuna sahip olan bireylerin endişe ve güvensizlik hissetmelerine neden olmaktadır. Engel algılama ve uyarı sistemleri (ürün ve müşteri çözümü), engelli müşterilerin hizmet alanlarında sosyal mesafeyi korumalarını sağlamaktadır. Erişilebilir ulaşım ve engelli bireylerin istihdamı ile ilgili halkla ilişkiler projeleri onlar için değer oluşturur. Söz konusu projeler pazarlamacılara, engelli bireylerin yaşamlarına dokunarak engelli bireyler ile direkt iletişim kurma (tanıtım ve iletişim) ve kendilerini tanıtma konusunda yardımcı olur. Bu çalışma, engelli bireylerin yaşamlarında gerçeklikleri etraflıca ortaya çıkarma ve onları yenilikçi hizmet karması araçlarına (7P ve 7C) entegre etme açısından farklılık arz eder. Bulgulardan, yeni normalde (COVID-19 dönemi içinde) ve sonrasında faydalanılabilir. Çalışmanın önemi giriş kısmında daha ayrıntılı belirtilmiştir. Önemli çıktılar araştırma soruları [bulgular bölümü] altında açıklanmıştır.
Books by Merve (BAŞ) BULUT
Hotel classification system is very important for guests’ right preference of a place of accommodation. Criteria of classification give information about the quality degree of the hotel where they want to stay. Hotel classification system can differ from country to country. For example (AAA) Diamond scale is American System, Automobile Association (AA) system use stars for classification and the system can start from zero (0) as in France in the past etc. Aim of this chapter is giving information about national and international hotel classification systems and also making comparisons to identify differences and gaps in hotel classification systems.
Talks by Merve (BAŞ) BULUT
ABSTRACT
Even though distance education from the home environment has seemed comfortable and economical for students with disability in formal higher education during the pandemic, insufficiency in their academic self-efficacy, and satisfaction and an increasing tendency to drop out were observed. This quantitative research is based on development of the scales and hierarchical regression analyses to determine the resources of academic self-efficacy, satisfaction and the tendency to drop out of students with disability in higher education beyond physical accessibility. The hierarchical effect of sub-dimensions of academic self-efficacy on satisfaction and the tendency to drop out and hierarchical predictor roles of socio-demographic characteristics (gender, rate of personal disability, type of disability, and four fields of study) were analysed. Some of the important findings are; that self-efficacy in training, emotional well-being, technique and communication are determined as the sub-dimensions of academic self-efficacy. Self-efficacy in emotional well-being is the most effective sub-dimension of academic self-efficacy on satisfaction. Hierarchically, fields of study (social science and health sciences), rate of disability and types of disability (chronic illness and hearing disability) are effective on academic self-efficacy. The results support the decision makers to increase the quality of more inclusive higher education by considering differences based on education fields, types of disability and rate of (personal) disability and gender.
Participation of people with disabilities in social and business life is important for the development of a community. This subject is related to the level of overcoming challenges. There is no doubt that overcoming challenges does not only relate to personal factors, it is also dealing with environmental factors. These factors are legal regulations, environmental accessibility, persons’ behaviors, communication and successful governance etc. There is a key point that should not be forgotten which is prosperity for people with disabilities, and it is also necessary for third age people, pregnant persons, children, people with luggage and others in the population who want to travel in safety and quality as well.
When we talk about tourism, accessibility is vital for their inclusion in tourism and travel, but decision makers, service providers and the community should be aware of the tourism market for people with disabilities. This book informs about international and national legal regulations, accessible tourism market analysis, management of the process for accessibility with the examples of accessible applications from developed countries. Analysis of tourism for persons with disability together with the related types of tourism such as third age (senior) tourism, health tourism, and care tourism were placed as well.
The book also aims to discuss estimated profitability and losses in the coming years for the accessible tourism market through the example of Turkey as a developing country. Findings of analyses, discussion and some recommendations for the improvement of tourism for Persons with Disabilities could be found in the final part of the study.
There are remarkable researches about the relationship between word of mouth (WOM) and service quality, but there are very limited researches that explain the direct relationship between every single dimension of service quality and three major dimensions of WOM (value, intensity, and content) in the resort hotel industry. So, the research mainly aims to determine the direct relationship between every single dimension of service quality and the three major dimensions of WOM in the (resort) hotel industry. The secondary purpose of the research is to determine significant differences between sociodemographic characteristics and the three major dimensions of WOM if there are any. Additionally, the most preferred WOM channels and the most discussed WOM content were determined in this study. The research was conducted for 416 domestic tourists who have accommodation experiences in four and five stars resort hotels in Muğla province, Turkey, and quantitative data analysis was used through IBM SPSS. The findings of the research show that there are significant relationships between the three major WOM dimensions and service quality dimensions (apart from physical characteristics). Based on the important results of the research, managerial implications and theoretical contributions were discussed thoroughly in “Results and discussion” and “Conclusion and implications.”
ÖZET Hizmet kalitesi boyutları ile ağızdan kulağa iletişim boyutları arasındaki ilişkiyi ölçen pek çok çalışma bulunmaktadır. Sınırlı sayıda çalışma, kıyı oteli sektöründe hizmet kalitesi boyutlarının her biri ile ağızdan kulağa iletişimin farklı boyutlarının [değer (pozitifliği ve negatifliği), yoğunluk ve içerik] her biri arasındaki ilişkiyi direkt ölçmektedir. Bu nedenle araştırma, kıyı otelciliğinde, her bir hizmet kalitesi boyutu ile ağızdan kulağa iletişimin üç ana boyutu arasındaki ilişkiyi direkt ölçmeyi amaçlamıştır. Çalışmanın ikinci amacı ise, sosyo-demografik değişkenler ile ağızdan kulağa iletişimin üç ana boyutu arasındaki farklılıkları tespit etmektir. Ayrıca, en çok tercih edilen ağızda kulağa iletişim kanalları ve tüketicilerin en çok konuştukları konular da çalışmada tespit edilmiştir. Çalışmanın örneklemini, Muğla ilinde, kıyı oteli konseptindeki dört ve beş yıldızlı otel işletmelerinde konaklayan yerli turistler oluşturmaktadır. Nitel araştırma yöntemi, IBM SPSS istatistik paket programı aracılığı ile uygulanmıştır. Analiz sonuçlarına göre, hizmet kalitesinin her bir boyutu (fiziksel özellikler hariç) ile ağızdan kulağa iletişimin üç ana boyutu arasında istatistiki açıdan pozitif yönde ve anlamlı bir ilişki vardır. Çalışmanın önemli sonuçlarını temel alarak, yönetsel ve teorik çıkarımlar; araştırmanın “sonuç ve tartışma”, “değerlendirme ve çıkarımlar” bölümünde ayrıntılı olarak tartışılmıştır.
Anahtar kelimeler: Tokatlıyan Oteli, 19. yy. Otelleri, Beyoğlu, Pera Tarihi, Kurum Tarihi.
Keywords: Emotional Labour, Emotional Effort, Emotional Dissonance, Customer Satisfaction, Disability, Disabled Tourism.
Key Words: Emotional Labor, Emotional Effort, Emotional Dissonance, Disabled Tourism Market
Starting point of this research is understanding customers with disability as a human before understanding them as a customer to market consciously. Therefore, firstly, different factors (challenges, emotions and feelings, needs, and opportunities) from lives of persons with disability and their interactions with each other in the new normal (within COVID-19 period) were determined. Secondly, they were integrated into business and customer centric service marketing mix (7Ps and 7Cs) for the hospitality industry. With this aim, a qualitative research method was conducted. Text analysis (categorization, cluster analysis and text search query etc.) was made with 52 different (with excluding resharings) online statements of persons with disability about their lives in the new normal. 6 categories based on 229 codings were revealed via NVivo. Eliminating the effective challenges on emotions and feelings, finding solutions, meeting the needs and benefiting from the opportunities were considered while integrating the results into the service marketing mix. For example, the challenge “inability to keep social distance” causes another challenge “others’ negative attitudes and behaviours” to persons with disability. These make persons with autism and post-traumatic stress disorder feel anxious and unsafe. Obstacle detection and warning systems (product and customer solution) can help to increase the possibility of keeping social distance in service areas. Public relation projects about the need for accessible transportation and employment for persons with disability create value for them. These projects help the marketers to communicate with customers with disability and marketing themselves consciously (promotion and communication) by touching their lives directly. Uniqueness of the research is revealing realities of persons with disability thoroughly and integrating them into the innovative service marketing mix tools (7Ps and 7Cs). The findings can be benefited in new normal (within COVID-19 period) and aftermath. Importance of the research was mentioned more comprehensively in the introduction part. Important outputs were explained under the research questions.
Key words: Service marketing mix, text analysis, COVID-19, persons with disability, hospitality industry, new normal.
ÖZET - Bu çalışmanın çıkış noktası engelli müşterileri, müşteri olarak değerlendirmeden önce insan olarak anlamaktır. Bu nedenle, ilk olarak, yeni normalde (COVID-19 dönemi içinde) engelli bireylerin yaşamlarında etkili olan farklı faktörler (zorluklar, duygular ve hisler, ihtiyaçlar ve fırsatlar) ve bu kavramların birbirleri ile etkileşimleri tespit edilmiştir. İkincil olarak, sonuçlar ağırlama endüstrisinde, işletme ve müşteri merkezli pazarlama karmasına (7P be 7C) entegre edilmiştir. Bu amaçla, engelli bireylerin yeni normaldeki yaşamlarına ilişkin 52 farklı sanal ifade (yeniden paylaşımlar hariç) nitel araştırma tekniği ile incelenmiştir. Metin analizi (kategorizasyon, küme analizi ve metin arama sorgusu vb.) yapılmıştır. NVivo programı ile 6 kategori ve 229 kod ortaya çıkmıştır. Sonuçlar, pazarlama karmasına entegre edilirken, zorlukların, duygular ve hisler üzerindeki etkilerini azaltmak, çözümler bulmak, ihtiyaçları karşılamak ve tespit edilen fırsatlardan faydalanmak temel alınmıştır. Örneğin, engelli bireylerin, “sosyal mesafeyi koruyamama” zorluğu bir diğer zorluk olan “diğerlerinin (insanların) [engelli bireylere karşı] kaba tutum ve davranışları” zorluğuna neden olmaktadır. Bunlar, otizm ve travma sonrası stres bozukluğuna sahip olan bireylerin endişe ve güvensizlik hissetmelerine neden olmaktadır. Engel algılama ve uyarı sistemleri (ürün ve müşteri çözümü), engelli müşterilerin hizmet alanlarında sosyal mesafeyi korumalarını sağlamaktadır. Erişilebilir ulaşım ve engelli bireylerin istihdamı ile ilgili halkla ilişkiler projeleri onlar için değer oluşturur. Söz konusu projeler pazarlamacılara, engelli bireylerin yaşamlarına dokunarak engelli bireyler ile direkt iletişim kurma (tanıtım ve iletişim) ve kendilerini tanıtma konusunda yardımcı olur. Bu çalışma, engelli bireylerin yaşamlarında gerçeklikleri etraflıca ortaya çıkarma ve onları yenilikçi hizmet karması araçlarına (7P ve 7C) entegre etme açısından farklılık arz eder. Bulgulardan, yeni normalde (COVID-19 dönemi içinde) ve sonrasında faydalanılabilir. Çalışmanın önemi giriş kısmında daha ayrıntılı belirtilmiştir. Önemli çıktılar araştırma soruları [bulgular bölümü] altında açıklanmıştır.
Hotel classification system is very important for guests’ right preference of a place of accommodation. Criteria of classification give information about the quality degree of the hotel where they want to stay. Hotel classification system can differ from country to country. For example (AAA) Diamond scale is American System, Automobile Association (AA) system use stars for classification and the system can start from zero (0) as in France in the past etc. Aim of this chapter is giving information about national and international hotel classification systems and also making comparisons to identify differences and gaps in hotel classification systems.