Dr. Bekir Bora Dedeoğlu earned Ph.D. degree from in the tourism management department at Akdeniz University and at the present time, is working in the Tourism Faculty at the Nevşehir Hacı Bektaş Veli University in Turkey. His research areas include destination marketing, destination branding, tourist behavior, and hospitality marketing. He has published articles in professional journals including the International Journal of Contemporary Hospitality Management, Tourism Management Perspective, the Journal of Destination Marketing and Management, International Journal of Hospitality Management, Asia Pacific Journal of Tourism Research, Journal of Hospitality Marketing
Studies in behavioral integrity literature have generally attempted to discover the effect of beh... more Studies in behavioral integrity literature have generally attempted to discover the effect of behavioral integrity on employee attitudes and behavior. However, the moderating variables in these relationships have been neglected. In this study, we investigate the moderating role of employees’ tenure in the relationship between the perceived behavioral integrity of supervisors and employee outcomes. To test the moderating role of tenure in the relationship in question, multiple group analysis is favored and a sample of 290 hotel employees is used. The analysis reveals that employees’ tenure moderates the relationship between perceived behavioral integrity and trust in supervisors and the relationship between employee job satisfaction and intention to quit.
Purpose
– The purpose of this study is to examine the relationships between servicescape compone... more Purpose – The purpose of this study is to examine the relationships between servicescape components, image and behavioral intentions within the framework of hotel businesses.
Design/methodology/approach – Relationships between specified variables were tested with structural equation modeling (SEM) using a sample of 410 hotel customers.
Findings – It was found that servicescape components had a positive effect on overall image, and overall image had the same effect on word-of-mouth (WOM) and re-visiting. It was also determined that overall image played a mediating role between servicescape and behavioral intention components. Overall, image played a partial mediating role between substantive staging of servicescape (SSoS) and WOM and a full mediating role among the other variables.
Practical implications – For a business to maintain a positive image perception, servicescape components must be positively perceived, as well. Therefore, managers who intend to present a positive business image should design servicescape components according to current trends or the fashion expectations of target consumers. This would by default increase the attractiveness of the business. Moreover, businesses can create unique concepts by designing and developing new servicescape components. This step can be beneficial, especially for hotel businesses wishing to establish a specific brand. In this regard, it is recommended that businesses employ an expert who can track and organize servicescape developments.
Originality/value – Although it has been found that there are specific relationships between servicescape, image and behavioral intentions, there has been a deficiency of empirical studies carried out within hotel industries. Furthermore, while SSoS has been investigated in the literature, communicative staging of servicescape (CSoS) has been neglected. In this regard, investigating the aforementioned relationships within the framework of the hotel industry contributes to the literature. Furthermore, in this study, an attempt has been made to stress the importance of servicescape, which is found to be essential for positive business image perception.
This study examines the moderating role of past experience on the relationship between destinatio... more This study examines the moderating role of past experience on the relationship between destination service quality, destination affective image and re-visit intention. With Alanya, Turkey, serving as the destination context, the study population comprises of 539 survey responses from foreign tourists. Structural equation modeling was used to analyze the data with the moderating effect of past experience analyzed using multiple group analysis. In light of the study's findings, perceptions related to language, accommodation, hospitality and activity services were found to have a positive and significant effect on the perception of the destination's affective image. Accordingly, destination management organizations (DMOs) are advised to adopt strategies to ensure that quality perceptions of tourists regarding language, accommodation, hospitality and activity services are addressed. In addition, evidence from the study suggests that accommodation-based service-quality perceptions on destination affective image, and destination affective image perceptions on revisit intention, provide a more robust determinant for repeat visitors to the destination than for first-time visitors. The paper closes by arguing that DMOs should therefore pay more attention to accommodation services that may positively affect the destination affective image (DAI) perceptions of repeat tourists.
In this study, the effect of touristsʼ perception of value on behavioral intentions, as well as t... more In this study, the effect of touristsʼ perception of value on behavioral intentions, as well as the moderating effect of gender on the relationship between value perceptions and behavioral intentions was examined. A multidimensional value structure was used to investigate not only the functional components of value perceptions but also the hedonic value components, such as social value and emotional value. According to the findings, the most effective value dimension of revisit intentions of tourists is emotional value, whereas the most effective dimension of their recommendation intentions is social value. Moreover, it was found that the effect of behavioral price value perceptions on revisit intention was more of a determinant for males, whereas the effect of quality value perceptions on revisit intention was more of a determinant for females.
ABSTRACT The main objective of this study is to emphasize the importance of servicescape elements... more ABSTRACT The main objective of this study is to emphasize the importance of servicescape elements for business organizations, and to examine their effect on customers’ perception of value, image, and pleasure. Bearing in mind the amount of time that customers in hotel businesses spend with servicescape elements and that the effect of these elements influence their perception, it is worth noting that there are few studies in this field and this study aims to contribute to the literature and aid practitioners. A total of 366 cases from a survey were used to assess overall fit of the proposed model and to test hypotheses using structural equation modeling. The findings indicated that servicescape perceptions of tourists have a positive and significant effect on value, image, and pleasure, whereas the effect of image on pleasure and the effect of value perceptions on behavioral intentions were found to be insignificant.
Purpose
– Studies in the service quality evaluation literature have generally attempted to determ... more Purpose – Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’ quality evaluations. However, the nature and characteristics of differences in service quality perceptions among customers, managers and employees are not sufficiently researched. In this study, the differences in service quality perceptions among the aforementioned stakeholders are examined.
Design/methodology/approach – Multivariate analysis of variance was used to test the significant differences between stakeholder’s perceptions of service quality, using a sample of 845 hotel stakeholders (customers, employees and managers).
Findings – The findings showed that employees perceived service performance to be at a high level, while customers perceived it to be at a low level. According to the post-hoc test, even though managers’ perception of service quality performance was lower than that of employees, no significant difference was found between them. In addition, it was determined by second-order confirmatory factor analysis that the lowest explanation ratio was the tangible dimension in SERVQUAL.
Originality/value – One major shortcoming in the concept of service quality is that stakeholders perceive service quality differently. In particular, a hotel business that lacks service quality may face issues such as negative customer satisfaction, lack of customer loyalty and lower competitive advantage. However, while most of the studies on the hotel sector in the literature focus mainly on the evaluation of customers for service quality, other stakeholders’ (employees’ and managers’) perceptions have been ignored. Therefore, the current study’s contribution to the literature explores the differences in stakeholders’ perceptions of the hotel industry.
ABSTRACT The main objective of this study was to determine the impact of employee hospitability o... more ABSTRACT The main objective of this study was to determine the impact of employee hospitability on customer satisfaction, the impact of customer satisfaction on behavioural intentions, and the moderate effect of the perceived price in this relationship. Structural Equation Modelling was used to analyse the specified relationships. It was proved that employee hospitability affects customer satisfaction, and customer satisfaction affects both the repurchase intention and word-of-mouth (WOM) positively. In addition, when customers were divided into two groups, it was proved that the relationship between customer satisfaction and WOM is stronger in the unreasonable price perception group.
Özet
Bu çalışma kapsamında, otel işletmelerinde hizmet alanına ilişkin algılamaların turistlerin... more Özet
Bu çalışma kapsamında, otel işletmelerinde hizmet alanına ilişkin algılamaların turistlerin
milliyetlerine göre değişip değişmediğini tespit etmek amaçlanmıştır. Çalışmaya ilişkin
veriler anket formu yolu ile toplanmıştır. Çalışmanın kapsamı, Rus ve Alman turistler ile
sınırlı tutulmuştur Toplamda 316 adet geçerli anket elde edilmiştir. Geçerlik ve güvenirlik
için, doğrulayıcı faktör analizi yapılmıştır. Ayrıca ikinci düzey faktör analizi sonucunda,
hizmet alanını açıklamada en güçlü boyutun düzen olduğu görülmüştür. MANOVA
sonuçlarına göre, milliyetlere hizmet alanının algılanmasında anlamlı bir farklılık tespit
edilmemiştir. Son olarak, bu tespitlere ilişkin değerlendirmeler yapılmıştır.
Abstract
At the scope of this study, it’s intended to identify the tourist servicescape perception
whether it differs to the nationality, in hotel management. The data for the study were
collected through a questionnaire. The scope of the study is limited to Russian and
German tourists. A total of 316 valid questionnaires were obtained. For reliability and
validity, confirmatory factor analysis (CFA) was performed. In addition, as a result of the
second order CFA, it is seen that the layout is the most powerful way of describing the
servicescape. According the MANOVA results, according to nationalities, a significant
difference in the perception of the servicescape has not been determined. Finally, the
evaluations are made on results.
ÖZ
Fiziksel çevre, müşterilerin restoranlara ilişkin verecekleri tepkilerinde belirleyici bir un... more ÖZ
Fiziksel çevre, müşterilerin restoranlara ilişkin verecekleri tepkilerinde belirleyici bir unsurdur. Bu yüzden,
bu çalışmada fast food restoranlar kapsamında fiziksel çevre unsurlarının fiyat algılamasına, fiyat
algılamasının da tekrar satın alma niyetine olan etkisinin belirlenmesi amaçlanmıştır. Çalışmanın araştırma
alanı İzmir ile sınırlandırılmıştır. Belirtilen amaçlarla İzmir ilinde ikamet eden kişilerden 468 adet
kullanılabilir anket elde edilmiştir. Elde edilen veriler yapısal eşitlik modeli ile analize tabi
tutulmuştur. Fiziki çevrenin bir boyutu olan dekorasyonun fiyat algısı üzerindeki etkisi anlamsız
olarak gözlemlenmişken, fiziki çevrenin diğer iki boyutunu oluşturan düzenin ve ambiyansın fiyat algısı
üzerindeki etkisi olumlu yönde ve anlamlı çıkmıştır. Ayrıca fiyat algısının tekrar satın alma niyeti üzerindeki
etkisinin olumlu yönde ve anlamlı olduğu tespit edilmiştir. Son olarak çalışmanın bulguları literatürdeki
bulgular ile karşılaştırılmış ve bu konuda çeşitli önerilerde bulunulmuştur.
ABSTRACT
The Servicescape is a determining factor for customers when they need to make a decision on selecting a
restaurant. Therefore, in this study, the effect of the Servicescape factor on price perception and then the
effect of the price perception on repurchase intention were tested in the scope of the fast food restaurants.
The domain of the research is limited to the province of Izmir. For this research, total of 468 usable surveys
returned from the people living in the province of Izmir. The data obtained were analyzed with Structural
Equation Modeling technique. While the effect of decoration which is one of the dimensions of the
Servicescape was found insignificant on price perception, the other dimensions of the Servicescape, the
layout and the ambience has positive and significant effect on price perception. Moreover, the effect of price
perception on the repurchase intention was found to be positive and significant. Finally, the study findings
were compared with findings in the literature, and various suggestions were made.
The main purpose of this study is to examine the relationship
between ethical leadership style, o... more The main purpose of this study is to examine the relationship between ethical leadership style, organizational commitment and job satisfaction in hotel industries and to reveal the mediator role of organizational commitment between ethical leadership and job satisfaction. The study was carried out with 371 participants working in four star and fie star hotels in Antalya. Following the research, it was found that ethical leadership has a positive effct on organizational commitment and job satisfaction and organizational commitment has a positive effct on job satisfaction. It was also found that organizational commitment has a partial mediator function between ethical leadership and job satisfaction
ÖZ
İşletmeler hizmet alanlarına ilişkin sunumlarında oldukça dikkatli olmalıdır. Çünkü hizmet ala... more ÖZ İşletmeler hizmet alanlarına ilişkin sunumlarında oldukça dikkatli olmalıdır. Çünkü hizmet alanlarına ilişkin algılamalar tüketicilerin bilişsel, duygusal ve psikolojik durumları ile birlikte davranışlarını da etkileyebilmektedir. Literatürde hizmet alanının genelde fiziksel sunumuna ilişkin çalışmalar yapılmış olmasına rağmen, insan ve kültür faktörünü kapsayan iletişimsel sunumun göz ardı edildiği görülmektedir. Ayrıca literatürde hizmet alanının bilişsel tepkileri doğurduğunun belirtilmesine karşın, önemli bir bilişsel durum olan imaj algılamaları ile hizmet alanı arasındaki ilişkiyi inceleyen çalışmaların yetersizliği göze çarpmaktadır. Özellikle hizmet alanı ve imaj algılamaları arasındaki ilişkiyi inceleyen az sayıdaki çalışmanın da otel işletmeleri dışında, fazla vakit geçirilmeyen restoran ve mağaza gibi işletmelerde yapıldığı gözlemlenmiştir. Ancak otel işletmelerinde geçirilen zamanın fazla olması buradaki hizmet alanına ilişkin fiziksel ve iletişimsel sunumun müşteri üzerinde oluşturacağı etkiyi de arttıracaktır. Bu bağlamda bir otel işletmesinin hem fiziksel hem de iletişimsel sunumu kapsayan hizmet alanlarının, müşterilerin imaj algılamaları üzerinde etkili olması beklenebilir. Mevcut çalışmada iki kavram arasındaki ilişki açıklanarak, uluslararası otel işletmeleri açısından önemi vurgulanmıştır. ABSTRACT Businesses should notably be careful in their staging concerning servicescape. Perception of servicescapes may affect the behaviors of consumers besides their cognitive, affective and psychological attitudes. Although studies have been carried out especially in substantive staging of servicescape, it is seen that communicative staging which involves the human and culture factor has been ignored. Additionally, the lack of studies investigating the relationship between servicescape and image perception, which is an important cognitive condition, draws attention although it is stated in the literature that servicescape brings along cognitive responses. Also, it was observed that few studies investigating the relationship between servicescape and image perception were carried out in restaurants and shops in which people do not often spend their time, except hotels. However, enabling people to spend more time in hotels will also increase the effect of substantive and communicative staging as to servicescape on customers. In this context, it can be expected that servicescapes of a hotel involving both substantive and communicative staging will be effective on the image perception of customers. In this study, the importance of two concepts in terms of international hotels is emphasized by explaining the relationship between them.
İletişim kalitesi, sosyal yaşamda olduğu kadar örgütler açısından da oldukça önem taşımaktadır. Ö... more İletişim kalitesi, sosyal yaşamda olduğu kadar örgütler açısından da oldukça önem taşımaktadır. Örgüt içindeki iletişimin niteliği gerek çalışanların gerekse de işletmenin performansında belirleyici olabilmektedir. İletişim kavramının etkin rol oynadığı sektörlerin başında ise odağında insanın konumlandığı turizm gelmektedir. Dolayısıyla turistik işletmelerde ast ve üst çalışanlar arasında kurulan iletişimin kalitesi, başta örgüt işleyişi olmak üzere çalışan ve müşteri memnuniyetine uzanan geniş bir alanı etkileyebilmektedir. Bu bağlamda çalışmanın amacı, turizm işletmelerindeki iletişim kalitesinin değerlendirilmesi olmaktadır. Buradan hareketle, araştırmada Adıyaman merkez bölgesinde bulunan farklı nitelikteki 13 otel ve 15 yiyecek içecek işletmesine anket uygulanarak çalışanların üstleriyle olan iletişim kalitesine yaklaşımları ortaya koyulmuştur. Araştırma sonucunda katılımcıların iletişim kalitesine yaklaşımlarının demografik faktörlere göre değişkenlik göstermediği, işletme türünün ise söz konusu yaklaşımda etkili olduğu görülmüştür
Studies in behavioral integrity literature have generally attempted to discover the effect of beh... more Studies in behavioral integrity literature have generally attempted to discover the effect of behavioral integrity on employee attitudes and behavior. However, the moderating variables in these relationships have been neglected. In this study, we investigate the moderating role of employees’ tenure in the relationship between the perceived behavioral integrity of supervisors and employee outcomes. To test the moderating role of tenure in the relationship in question, multiple group analysis is favored and a sample of 290 hotel employees is used. The analysis reveals that employees’ tenure moderates the relationship between perceived behavioral integrity and trust in supervisors and the relationship between employee job satisfaction and intention to quit.
Purpose
– The purpose of this study is to examine the relationships between servicescape compone... more Purpose – The purpose of this study is to examine the relationships between servicescape components, image and behavioral intentions within the framework of hotel businesses.
Design/methodology/approach – Relationships between specified variables were tested with structural equation modeling (SEM) using a sample of 410 hotel customers.
Findings – It was found that servicescape components had a positive effect on overall image, and overall image had the same effect on word-of-mouth (WOM) and re-visiting. It was also determined that overall image played a mediating role between servicescape and behavioral intention components. Overall, image played a partial mediating role between substantive staging of servicescape (SSoS) and WOM and a full mediating role among the other variables.
Practical implications – For a business to maintain a positive image perception, servicescape components must be positively perceived, as well. Therefore, managers who intend to present a positive business image should design servicescape components according to current trends or the fashion expectations of target consumers. This would by default increase the attractiveness of the business. Moreover, businesses can create unique concepts by designing and developing new servicescape components. This step can be beneficial, especially for hotel businesses wishing to establish a specific brand. In this regard, it is recommended that businesses employ an expert who can track and organize servicescape developments.
Originality/value – Although it has been found that there are specific relationships between servicescape, image and behavioral intentions, there has been a deficiency of empirical studies carried out within hotel industries. Furthermore, while SSoS has been investigated in the literature, communicative staging of servicescape (CSoS) has been neglected. In this regard, investigating the aforementioned relationships within the framework of the hotel industry contributes to the literature. Furthermore, in this study, an attempt has been made to stress the importance of servicescape, which is found to be essential for positive business image perception.
This study examines the moderating role of past experience on the relationship between destinatio... more This study examines the moderating role of past experience on the relationship between destination service quality, destination affective image and re-visit intention. With Alanya, Turkey, serving as the destination context, the study population comprises of 539 survey responses from foreign tourists. Structural equation modeling was used to analyze the data with the moderating effect of past experience analyzed using multiple group analysis. In light of the study's findings, perceptions related to language, accommodation, hospitality and activity services were found to have a positive and significant effect on the perception of the destination's affective image. Accordingly, destination management organizations (DMOs) are advised to adopt strategies to ensure that quality perceptions of tourists regarding language, accommodation, hospitality and activity services are addressed. In addition, evidence from the study suggests that accommodation-based service-quality perceptions on destination affective image, and destination affective image perceptions on revisit intention, provide a more robust determinant for repeat visitors to the destination than for first-time visitors. The paper closes by arguing that DMOs should therefore pay more attention to accommodation services that may positively affect the destination affective image (DAI) perceptions of repeat tourists.
In this study, the effect of touristsʼ perception of value on behavioral intentions, as well as t... more In this study, the effect of touristsʼ perception of value on behavioral intentions, as well as the moderating effect of gender on the relationship between value perceptions and behavioral intentions was examined. A multidimensional value structure was used to investigate not only the functional components of value perceptions but also the hedonic value components, such as social value and emotional value. According to the findings, the most effective value dimension of revisit intentions of tourists is emotional value, whereas the most effective dimension of their recommendation intentions is social value. Moreover, it was found that the effect of behavioral price value perceptions on revisit intention was more of a determinant for males, whereas the effect of quality value perceptions on revisit intention was more of a determinant for females.
ABSTRACT The main objective of this study is to emphasize the importance of servicescape elements... more ABSTRACT The main objective of this study is to emphasize the importance of servicescape elements for business organizations, and to examine their effect on customers’ perception of value, image, and pleasure. Bearing in mind the amount of time that customers in hotel businesses spend with servicescape elements and that the effect of these elements influence their perception, it is worth noting that there are few studies in this field and this study aims to contribute to the literature and aid practitioners. A total of 366 cases from a survey were used to assess overall fit of the proposed model and to test hypotheses using structural equation modeling. The findings indicated that servicescape perceptions of tourists have a positive and significant effect on value, image, and pleasure, whereas the effect of image on pleasure and the effect of value perceptions on behavioral intentions were found to be insignificant.
Purpose
– Studies in the service quality evaluation literature have generally attempted to determ... more Purpose – Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’ quality evaluations. However, the nature and characteristics of differences in service quality perceptions among customers, managers and employees are not sufficiently researched. In this study, the differences in service quality perceptions among the aforementioned stakeholders are examined.
Design/methodology/approach – Multivariate analysis of variance was used to test the significant differences between stakeholder’s perceptions of service quality, using a sample of 845 hotel stakeholders (customers, employees and managers).
Findings – The findings showed that employees perceived service performance to be at a high level, while customers perceived it to be at a low level. According to the post-hoc test, even though managers’ perception of service quality performance was lower than that of employees, no significant difference was found between them. In addition, it was determined by second-order confirmatory factor analysis that the lowest explanation ratio was the tangible dimension in SERVQUAL.
Originality/value – One major shortcoming in the concept of service quality is that stakeholders perceive service quality differently. In particular, a hotel business that lacks service quality may face issues such as negative customer satisfaction, lack of customer loyalty and lower competitive advantage. However, while most of the studies on the hotel sector in the literature focus mainly on the evaluation of customers for service quality, other stakeholders’ (employees’ and managers’) perceptions have been ignored. Therefore, the current study’s contribution to the literature explores the differences in stakeholders’ perceptions of the hotel industry.
ABSTRACT The main objective of this study was to determine the impact of employee hospitability o... more ABSTRACT The main objective of this study was to determine the impact of employee hospitability on customer satisfaction, the impact of customer satisfaction on behavioural intentions, and the moderate effect of the perceived price in this relationship. Structural Equation Modelling was used to analyse the specified relationships. It was proved that employee hospitability affects customer satisfaction, and customer satisfaction affects both the repurchase intention and word-of-mouth (WOM) positively. In addition, when customers were divided into two groups, it was proved that the relationship between customer satisfaction and WOM is stronger in the unreasonable price perception group.
Özet
Bu çalışma kapsamında, otel işletmelerinde hizmet alanına ilişkin algılamaların turistlerin... more Özet
Bu çalışma kapsamında, otel işletmelerinde hizmet alanına ilişkin algılamaların turistlerin
milliyetlerine göre değişip değişmediğini tespit etmek amaçlanmıştır. Çalışmaya ilişkin
veriler anket formu yolu ile toplanmıştır. Çalışmanın kapsamı, Rus ve Alman turistler ile
sınırlı tutulmuştur Toplamda 316 adet geçerli anket elde edilmiştir. Geçerlik ve güvenirlik
için, doğrulayıcı faktör analizi yapılmıştır. Ayrıca ikinci düzey faktör analizi sonucunda,
hizmet alanını açıklamada en güçlü boyutun düzen olduğu görülmüştür. MANOVA
sonuçlarına göre, milliyetlere hizmet alanının algılanmasında anlamlı bir farklılık tespit
edilmemiştir. Son olarak, bu tespitlere ilişkin değerlendirmeler yapılmıştır.
Abstract
At the scope of this study, it’s intended to identify the tourist servicescape perception
whether it differs to the nationality, in hotel management. The data for the study were
collected through a questionnaire. The scope of the study is limited to Russian and
German tourists. A total of 316 valid questionnaires were obtained. For reliability and
validity, confirmatory factor analysis (CFA) was performed. In addition, as a result of the
second order CFA, it is seen that the layout is the most powerful way of describing the
servicescape. According the MANOVA results, according to nationalities, a significant
difference in the perception of the servicescape has not been determined. Finally, the
evaluations are made on results.
ÖZ
Fiziksel çevre, müşterilerin restoranlara ilişkin verecekleri tepkilerinde belirleyici bir un... more ÖZ
Fiziksel çevre, müşterilerin restoranlara ilişkin verecekleri tepkilerinde belirleyici bir unsurdur. Bu yüzden,
bu çalışmada fast food restoranlar kapsamında fiziksel çevre unsurlarının fiyat algılamasına, fiyat
algılamasının da tekrar satın alma niyetine olan etkisinin belirlenmesi amaçlanmıştır. Çalışmanın araştırma
alanı İzmir ile sınırlandırılmıştır. Belirtilen amaçlarla İzmir ilinde ikamet eden kişilerden 468 adet
kullanılabilir anket elde edilmiştir. Elde edilen veriler yapısal eşitlik modeli ile analize tabi
tutulmuştur. Fiziki çevrenin bir boyutu olan dekorasyonun fiyat algısı üzerindeki etkisi anlamsız
olarak gözlemlenmişken, fiziki çevrenin diğer iki boyutunu oluşturan düzenin ve ambiyansın fiyat algısı
üzerindeki etkisi olumlu yönde ve anlamlı çıkmıştır. Ayrıca fiyat algısının tekrar satın alma niyeti üzerindeki
etkisinin olumlu yönde ve anlamlı olduğu tespit edilmiştir. Son olarak çalışmanın bulguları literatürdeki
bulgular ile karşılaştırılmış ve bu konuda çeşitli önerilerde bulunulmuştur.
ABSTRACT
The Servicescape is a determining factor for customers when they need to make a decision on selecting a
restaurant. Therefore, in this study, the effect of the Servicescape factor on price perception and then the
effect of the price perception on repurchase intention were tested in the scope of the fast food restaurants.
The domain of the research is limited to the province of Izmir. For this research, total of 468 usable surveys
returned from the people living in the province of Izmir. The data obtained were analyzed with Structural
Equation Modeling technique. While the effect of decoration which is one of the dimensions of the
Servicescape was found insignificant on price perception, the other dimensions of the Servicescape, the
layout and the ambience has positive and significant effect on price perception. Moreover, the effect of price
perception on the repurchase intention was found to be positive and significant. Finally, the study findings
were compared with findings in the literature, and various suggestions were made.
The main purpose of this study is to examine the relationship
between ethical leadership style, o... more The main purpose of this study is to examine the relationship between ethical leadership style, organizational commitment and job satisfaction in hotel industries and to reveal the mediator role of organizational commitment between ethical leadership and job satisfaction. The study was carried out with 371 participants working in four star and fie star hotels in Antalya. Following the research, it was found that ethical leadership has a positive effct on organizational commitment and job satisfaction and organizational commitment has a positive effct on job satisfaction. It was also found that organizational commitment has a partial mediator function between ethical leadership and job satisfaction
ÖZ
İşletmeler hizmet alanlarına ilişkin sunumlarında oldukça dikkatli olmalıdır. Çünkü hizmet ala... more ÖZ İşletmeler hizmet alanlarına ilişkin sunumlarında oldukça dikkatli olmalıdır. Çünkü hizmet alanlarına ilişkin algılamalar tüketicilerin bilişsel, duygusal ve psikolojik durumları ile birlikte davranışlarını da etkileyebilmektedir. Literatürde hizmet alanının genelde fiziksel sunumuna ilişkin çalışmalar yapılmış olmasına rağmen, insan ve kültür faktörünü kapsayan iletişimsel sunumun göz ardı edildiği görülmektedir. Ayrıca literatürde hizmet alanının bilişsel tepkileri doğurduğunun belirtilmesine karşın, önemli bir bilişsel durum olan imaj algılamaları ile hizmet alanı arasındaki ilişkiyi inceleyen çalışmaların yetersizliği göze çarpmaktadır. Özellikle hizmet alanı ve imaj algılamaları arasındaki ilişkiyi inceleyen az sayıdaki çalışmanın da otel işletmeleri dışında, fazla vakit geçirilmeyen restoran ve mağaza gibi işletmelerde yapıldığı gözlemlenmiştir. Ancak otel işletmelerinde geçirilen zamanın fazla olması buradaki hizmet alanına ilişkin fiziksel ve iletişimsel sunumun müşteri üzerinde oluşturacağı etkiyi de arttıracaktır. Bu bağlamda bir otel işletmesinin hem fiziksel hem de iletişimsel sunumu kapsayan hizmet alanlarının, müşterilerin imaj algılamaları üzerinde etkili olması beklenebilir. Mevcut çalışmada iki kavram arasındaki ilişki açıklanarak, uluslararası otel işletmeleri açısından önemi vurgulanmıştır. ABSTRACT Businesses should notably be careful in their staging concerning servicescape. Perception of servicescapes may affect the behaviors of consumers besides their cognitive, affective and psychological attitudes. Although studies have been carried out especially in substantive staging of servicescape, it is seen that communicative staging which involves the human and culture factor has been ignored. Additionally, the lack of studies investigating the relationship between servicescape and image perception, which is an important cognitive condition, draws attention although it is stated in the literature that servicescape brings along cognitive responses. Also, it was observed that few studies investigating the relationship between servicescape and image perception were carried out in restaurants and shops in which people do not often spend their time, except hotels. However, enabling people to spend more time in hotels will also increase the effect of substantive and communicative staging as to servicescape on customers. In this context, it can be expected that servicescapes of a hotel involving both substantive and communicative staging will be effective on the image perception of customers. In this study, the importance of two concepts in terms of international hotels is emphasized by explaining the relationship between them.
İletişim kalitesi, sosyal yaşamda olduğu kadar örgütler açısından da oldukça önem taşımaktadır. Ö... more İletişim kalitesi, sosyal yaşamda olduğu kadar örgütler açısından da oldukça önem taşımaktadır. Örgüt içindeki iletişimin niteliği gerek çalışanların gerekse de işletmenin performansında belirleyici olabilmektedir. İletişim kavramının etkin rol oynadığı sektörlerin başında ise odağında insanın konumlandığı turizm gelmektedir. Dolayısıyla turistik işletmelerde ast ve üst çalışanlar arasında kurulan iletişimin kalitesi, başta örgüt işleyişi olmak üzere çalışan ve müşteri memnuniyetine uzanan geniş bir alanı etkileyebilmektedir. Bu bağlamda çalışmanın amacı, turizm işletmelerindeki iletişim kalitesinin değerlendirilmesi olmaktadır. Buradan hareketle, araştırmada Adıyaman merkez bölgesinde bulunan farklı nitelikteki 13 otel ve 15 yiyecek içecek işletmesine anket uygulanarak çalışanların üstleriyle olan iletişim kalitesine yaklaşımları ortaya koyulmuştur. Araştırma sonucunda katılımcıların iletişim kalitesine yaklaşımlarının demografik faktörlere göre değişkenlik göstermediği, işletme türünün ise söz konusu yaklaşımda etkili olduğu görülmüştür
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Papers by Bekir Bora Dedeoğlu
– The purpose of this study is to examine the relationships between servicescape components, image and behavioral intentions within the framework of hotel businesses.
Design/methodology/approach
– Relationships between specified variables were tested with structural equation modeling (SEM) using a sample of 410 hotel customers.
Findings
– It was found that servicescape components had a positive effect on overall image, and overall image had the same effect on word-of-mouth (WOM) and re-visiting. It was also determined that overall image played a mediating role between servicescape and behavioral intention components. Overall, image played a partial mediating role between substantive staging of servicescape (SSoS) and WOM and a full mediating role among the other variables.
Practical implications
– For a business to maintain a positive image perception, servicescape components must be positively perceived, as well. Therefore, managers who intend to present a positive business image should design servicescape components according to current trends or the fashion expectations of target consumers. This would by default increase the attractiveness of the business. Moreover, businesses can create unique concepts by designing and developing new servicescape components. This step can be beneficial, especially for hotel businesses wishing to establish a specific brand. In this regard, it is recommended that businesses employ an expert who can track and organize servicescape developments.
Originality/value
– Although it has been found that there are specific relationships between servicescape, image and behavioral intentions, there has been a deficiency of empirical studies carried out within hotel industries. Furthermore, while SSoS has been investigated in the literature, communicative staging of servicescape (CSoS) has been neglected. In this regard, investigating the aforementioned relationships within the framework of the hotel industry contributes to the literature. Furthermore, in this study, an attempt has been made to stress the importance of servicescape, which is found to be essential for positive business image perception.
– Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’ quality evaluations. However, the nature and characteristics of differences in service quality perceptions among customers, managers and employees are not sufficiently researched. In this study, the differences in service quality perceptions among the aforementioned stakeholders are examined.
Design/methodology/approach
– Multivariate analysis of variance was used to test the significant differences between stakeholder’s perceptions of service quality, using a sample of 845 hotel stakeholders (customers, employees and managers).
Findings
– The findings showed that employees perceived service performance to be at a high level, while customers perceived it to be at a low level. According to the post-hoc test, even though managers’ perception of service quality performance was lower than that of employees, no significant difference was found between them. In addition, it was determined by second-order confirmatory factor analysis that the lowest explanation ratio was the tangible dimension in SERVQUAL.
Originality/value
– One major shortcoming in the concept of service quality is that stakeholders perceive service quality differently. In particular, a hotel business that lacks service quality may face issues such as negative customer satisfaction, lack of customer loyalty and lower competitive advantage. However, while most of the studies on the hotel sector in the literature focus mainly on the evaluation of customers for service quality, other stakeholders’ (employees’ and managers’) perceptions have been ignored. Therefore, the current study’s contribution to the literature explores the differences in stakeholders’ perceptions of the hotel industry.
Bu çalışma kapsamında, otel işletmelerinde hizmet alanına ilişkin algılamaların turistlerin
milliyetlerine göre değişip değişmediğini tespit etmek amaçlanmıştır. Çalışmaya ilişkin
veriler anket formu yolu ile toplanmıştır. Çalışmanın kapsamı, Rus ve Alman turistler ile
sınırlı tutulmuştur Toplamda 316 adet geçerli anket elde edilmiştir. Geçerlik ve güvenirlik
için, doğrulayıcı faktör analizi yapılmıştır. Ayrıca ikinci düzey faktör analizi sonucunda,
hizmet alanını açıklamada en güçlü boyutun düzen olduğu görülmüştür. MANOVA
sonuçlarına göre, milliyetlere hizmet alanının algılanmasında anlamlı bir farklılık tespit
edilmemiştir. Son olarak, bu tespitlere ilişkin değerlendirmeler yapılmıştır.
Abstract
At the scope of this study, it’s intended to identify the tourist servicescape perception
whether it differs to the nationality, in hotel management. The data for the study were
collected through a questionnaire. The scope of the study is limited to Russian and
German tourists. A total of 316 valid questionnaires were obtained. For reliability and
validity, confirmatory factor analysis (CFA) was performed. In addition, as a result of the
second order CFA, it is seen that the layout is the most powerful way of describing the
servicescape. According the MANOVA results, according to nationalities, a significant
difference in the perception of the servicescape has not been determined. Finally, the
evaluations are made on results.
Fiziksel çevre, müşterilerin restoranlara ilişkin verecekleri tepkilerinde belirleyici bir unsurdur. Bu yüzden,
bu çalışmada fast food restoranlar kapsamında fiziksel çevre unsurlarının fiyat algılamasına, fiyat
algılamasının da tekrar satın alma niyetine olan etkisinin belirlenmesi amaçlanmıştır. Çalışmanın araştırma
alanı İzmir ile sınırlandırılmıştır. Belirtilen amaçlarla İzmir ilinde ikamet eden kişilerden 468 adet
kullanılabilir anket elde edilmiştir. Elde edilen veriler yapısal eşitlik modeli ile analize tabi
tutulmuştur. Fiziki çevrenin bir boyutu olan dekorasyonun fiyat algısı üzerindeki etkisi anlamsız
olarak gözlemlenmişken, fiziki çevrenin diğer iki boyutunu oluşturan düzenin ve ambiyansın fiyat algısı
üzerindeki etkisi olumlu yönde ve anlamlı çıkmıştır. Ayrıca fiyat algısının tekrar satın alma niyeti üzerindeki
etkisinin olumlu yönde ve anlamlı olduğu tespit edilmiştir. Son olarak çalışmanın bulguları literatürdeki
bulgular ile karşılaştırılmış ve bu konuda çeşitli önerilerde bulunulmuştur.
ABSTRACT
The Servicescape is a determining factor for customers when they need to make a decision on selecting a
restaurant. Therefore, in this study, the effect of the Servicescape factor on price perception and then the
effect of the price perception on repurchase intention were tested in the scope of the fast food restaurants.
The domain of the research is limited to the province of Izmir. For this research, total of 468 usable surveys
returned from the people living in the province of Izmir. The data obtained were analyzed with Structural
Equation Modeling technique. While the effect of decoration which is one of the dimensions of the
Servicescape was found insignificant on price perception, the other dimensions of the Servicescape, the
layout and the ambience has positive and significant effect on price perception. Moreover, the effect of price
perception on the repurchase intention was found to be positive and significant. Finally, the study findings
were compared with findings in the literature, and various suggestions were made.
between ethical leadership style, organizational commitment
and job satisfaction in hotel industries and to reveal the mediator role of organizational commitment between ethical
leadership and job satisfaction. The study was carried out with
371 participants working in four star and fie star hotels in Antalya. Following the research, it was found that ethical leadership has a positive effct on organizational commitment and
job satisfaction and organizational commitment has a positive
effct on job satisfaction. It was also found that organizational
commitment has a partial mediator function between ethical
leadership and job satisfaction
İşletmeler hizmet alanlarına ilişkin sunumlarında oldukça dikkatli olmalıdır. Çünkü hizmet alanlarına ilişkin
algılamalar tüketicilerin bilişsel, duygusal ve psikolojik durumları ile birlikte davranışlarını da
etkileyebilmektedir. Literatürde hizmet alanının genelde fiziksel sunumuna ilişkin çalışmalar yapılmış
olmasına rağmen, insan ve kültür faktörünü kapsayan iletişimsel sunumun göz ardı edildiği görülmektedir.
Ayrıca literatürde hizmet alanının bilişsel tepkileri doğurduğunun belirtilmesine karşın, önemli bir bilişsel
durum olan imaj algılamaları ile hizmet alanı arasındaki ilişkiyi inceleyen çalışmaların yetersizliği göze
çarpmaktadır. Özellikle hizmet alanı ve imaj algılamaları arasındaki ilişkiyi inceleyen az sayıdaki çalışmanın
da otel işletmeleri dışında, fazla vakit geçirilmeyen restoran ve mağaza gibi işletmelerde yapıldığı
gözlemlenmiştir. Ancak otel işletmelerinde geçirilen zamanın fazla olması buradaki hizmet alanına ilişkin
fiziksel ve iletişimsel sunumun müşteri üzerinde oluşturacağı etkiyi de arttıracaktır. Bu bağlamda bir otel
işletmesinin hem fiziksel hem de iletişimsel sunumu kapsayan hizmet alanlarının, müşterilerin imaj
algılamaları üzerinde etkili olması beklenebilir. Mevcut çalışmada iki kavram arasındaki ilişki açıklanarak,
uluslararası otel işletmeleri açısından önemi vurgulanmıştır.
ABSTRACT
Businesses should notably be careful in their staging concerning servicescape. Perception of servicescapes
may affect the behaviors of consumers besides their cognitive, affective and psychological attitudes. Although
studies have been carried out especially in substantive staging of servicescape, it is seen that communicative
staging which involves the human and culture factor has been ignored. Additionally, the lack of studies
investigating the relationship between servicescape and image perception, which is an important cognitive
condition, draws attention although it is stated in the literature that servicescape brings along cognitive
responses. Also, it was observed that few studies investigating the relationship between servicescape and
image perception were carried out in restaurants and shops in which people do not often spend their time,
except hotels. However, enabling people to spend more time in hotels will also increase the effect of
substantive and communicative staging as to servicescape on customers. In this context, it can be expected
that servicescapes of a hotel involving both substantive and communicative staging will be effective on the
image perception of customers. In this study, the importance of two concepts in terms of international hotels
is emphasized by explaining the relationship between them.
– The purpose of this study is to examine the relationships between servicescape components, image and behavioral intentions within the framework of hotel businesses.
Design/methodology/approach
– Relationships between specified variables were tested with structural equation modeling (SEM) using a sample of 410 hotel customers.
Findings
– It was found that servicescape components had a positive effect on overall image, and overall image had the same effect on word-of-mouth (WOM) and re-visiting. It was also determined that overall image played a mediating role between servicescape and behavioral intention components. Overall, image played a partial mediating role between substantive staging of servicescape (SSoS) and WOM and a full mediating role among the other variables.
Practical implications
– For a business to maintain a positive image perception, servicescape components must be positively perceived, as well. Therefore, managers who intend to present a positive business image should design servicescape components according to current trends or the fashion expectations of target consumers. This would by default increase the attractiveness of the business. Moreover, businesses can create unique concepts by designing and developing new servicescape components. This step can be beneficial, especially for hotel businesses wishing to establish a specific brand. In this regard, it is recommended that businesses employ an expert who can track and organize servicescape developments.
Originality/value
– Although it has been found that there are specific relationships between servicescape, image and behavioral intentions, there has been a deficiency of empirical studies carried out within hotel industries. Furthermore, while SSoS has been investigated in the literature, communicative staging of servicescape (CSoS) has been neglected. In this regard, investigating the aforementioned relationships within the framework of the hotel industry contributes to the literature. Furthermore, in this study, an attempt has been made to stress the importance of servicescape, which is found to be essential for positive business image perception.
– Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’ quality evaluations. However, the nature and characteristics of differences in service quality perceptions among customers, managers and employees are not sufficiently researched. In this study, the differences in service quality perceptions among the aforementioned stakeholders are examined.
Design/methodology/approach
– Multivariate analysis of variance was used to test the significant differences between stakeholder’s perceptions of service quality, using a sample of 845 hotel stakeholders (customers, employees and managers).
Findings
– The findings showed that employees perceived service performance to be at a high level, while customers perceived it to be at a low level. According to the post-hoc test, even though managers’ perception of service quality performance was lower than that of employees, no significant difference was found between them. In addition, it was determined by second-order confirmatory factor analysis that the lowest explanation ratio was the tangible dimension in SERVQUAL.
Originality/value
– One major shortcoming in the concept of service quality is that stakeholders perceive service quality differently. In particular, a hotel business that lacks service quality may face issues such as negative customer satisfaction, lack of customer loyalty and lower competitive advantage. However, while most of the studies on the hotel sector in the literature focus mainly on the evaluation of customers for service quality, other stakeholders’ (employees’ and managers’) perceptions have been ignored. Therefore, the current study’s contribution to the literature explores the differences in stakeholders’ perceptions of the hotel industry.
Bu çalışma kapsamında, otel işletmelerinde hizmet alanına ilişkin algılamaların turistlerin
milliyetlerine göre değişip değişmediğini tespit etmek amaçlanmıştır. Çalışmaya ilişkin
veriler anket formu yolu ile toplanmıştır. Çalışmanın kapsamı, Rus ve Alman turistler ile
sınırlı tutulmuştur Toplamda 316 adet geçerli anket elde edilmiştir. Geçerlik ve güvenirlik
için, doğrulayıcı faktör analizi yapılmıştır. Ayrıca ikinci düzey faktör analizi sonucunda,
hizmet alanını açıklamada en güçlü boyutun düzen olduğu görülmüştür. MANOVA
sonuçlarına göre, milliyetlere hizmet alanının algılanmasında anlamlı bir farklılık tespit
edilmemiştir. Son olarak, bu tespitlere ilişkin değerlendirmeler yapılmıştır.
Abstract
At the scope of this study, it’s intended to identify the tourist servicescape perception
whether it differs to the nationality, in hotel management. The data for the study were
collected through a questionnaire. The scope of the study is limited to Russian and
German tourists. A total of 316 valid questionnaires were obtained. For reliability and
validity, confirmatory factor analysis (CFA) was performed. In addition, as a result of the
second order CFA, it is seen that the layout is the most powerful way of describing the
servicescape. According the MANOVA results, according to nationalities, a significant
difference in the perception of the servicescape has not been determined. Finally, the
evaluations are made on results.
Fiziksel çevre, müşterilerin restoranlara ilişkin verecekleri tepkilerinde belirleyici bir unsurdur. Bu yüzden,
bu çalışmada fast food restoranlar kapsamında fiziksel çevre unsurlarının fiyat algılamasına, fiyat
algılamasının da tekrar satın alma niyetine olan etkisinin belirlenmesi amaçlanmıştır. Çalışmanın araştırma
alanı İzmir ile sınırlandırılmıştır. Belirtilen amaçlarla İzmir ilinde ikamet eden kişilerden 468 adet
kullanılabilir anket elde edilmiştir. Elde edilen veriler yapısal eşitlik modeli ile analize tabi
tutulmuştur. Fiziki çevrenin bir boyutu olan dekorasyonun fiyat algısı üzerindeki etkisi anlamsız
olarak gözlemlenmişken, fiziki çevrenin diğer iki boyutunu oluşturan düzenin ve ambiyansın fiyat algısı
üzerindeki etkisi olumlu yönde ve anlamlı çıkmıştır. Ayrıca fiyat algısının tekrar satın alma niyeti üzerindeki
etkisinin olumlu yönde ve anlamlı olduğu tespit edilmiştir. Son olarak çalışmanın bulguları literatürdeki
bulgular ile karşılaştırılmış ve bu konuda çeşitli önerilerde bulunulmuştur.
ABSTRACT
The Servicescape is a determining factor for customers when they need to make a decision on selecting a
restaurant. Therefore, in this study, the effect of the Servicescape factor on price perception and then the
effect of the price perception on repurchase intention were tested in the scope of the fast food restaurants.
The domain of the research is limited to the province of Izmir. For this research, total of 468 usable surveys
returned from the people living in the province of Izmir. The data obtained were analyzed with Structural
Equation Modeling technique. While the effect of decoration which is one of the dimensions of the
Servicescape was found insignificant on price perception, the other dimensions of the Servicescape, the
layout and the ambience has positive and significant effect on price perception. Moreover, the effect of price
perception on the repurchase intention was found to be positive and significant. Finally, the study findings
were compared with findings in the literature, and various suggestions were made.
between ethical leadership style, organizational commitment
and job satisfaction in hotel industries and to reveal the mediator role of organizational commitment between ethical
leadership and job satisfaction. The study was carried out with
371 participants working in four star and fie star hotels in Antalya. Following the research, it was found that ethical leadership has a positive effct on organizational commitment and
job satisfaction and organizational commitment has a positive
effct on job satisfaction. It was also found that organizational
commitment has a partial mediator function between ethical
leadership and job satisfaction
İşletmeler hizmet alanlarına ilişkin sunumlarında oldukça dikkatli olmalıdır. Çünkü hizmet alanlarına ilişkin
algılamalar tüketicilerin bilişsel, duygusal ve psikolojik durumları ile birlikte davranışlarını da
etkileyebilmektedir. Literatürde hizmet alanının genelde fiziksel sunumuna ilişkin çalışmalar yapılmış
olmasına rağmen, insan ve kültür faktörünü kapsayan iletişimsel sunumun göz ardı edildiği görülmektedir.
Ayrıca literatürde hizmet alanının bilişsel tepkileri doğurduğunun belirtilmesine karşın, önemli bir bilişsel
durum olan imaj algılamaları ile hizmet alanı arasındaki ilişkiyi inceleyen çalışmaların yetersizliği göze
çarpmaktadır. Özellikle hizmet alanı ve imaj algılamaları arasındaki ilişkiyi inceleyen az sayıdaki çalışmanın
da otel işletmeleri dışında, fazla vakit geçirilmeyen restoran ve mağaza gibi işletmelerde yapıldığı
gözlemlenmiştir. Ancak otel işletmelerinde geçirilen zamanın fazla olması buradaki hizmet alanına ilişkin
fiziksel ve iletişimsel sunumun müşteri üzerinde oluşturacağı etkiyi de arttıracaktır. Bu bağlamda bir otel
işletmesinin hem fiziksel hem de iletişimsel sunumu kapsayan hizmet alanlarının, müşterilerin imaj
algılamaları üzerinde etkili olması beklenebilir. Mevcut çalışmada iki kavram arasındaki ilişki açıklanarak,
uluslararası otel işletmeleri açısından önemi vurgulanmıştır.
ABSTRACT
Businesses should notably be careful in their staging concerning servicescape. Perception of servicescapes
may affect the behaviors of consumers besides their cognitive, affective and psychological attitudes. Although
studies have been carried out especially in substantive staging of servicescape, it is seen that communicative
staging which involves the human and culture factor has been ignored. Additionally, the lack of studies
investigating the relationship between servicescape and image perception, which is an important cognitive
condition, draws attention although it is stated in the literature that servicescape brings along cognitive
responses. Also, it was observed that few studies investigating the relationship between servicescape and
image perception were carried out in restaurants and shops in which people do not often spend their time,
except hotels. However, enabling people to spend more time in hotels will also increase the effect of
substantive and communicative staging as to servicescape on customers. In this context, it can be expected
that servicescapes of a hotel involving both substantive and communicative staging will be effective on the
image perception of customers. In this study, the importance of two concepts in terms of international hotels
is emphasized by explaining the relationship between them.