School of Applied Sciences

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Open Access
Otel işletmelerinde müşteri yönlülük uygulamaları: Antalya ilindeki beş yıldızlı oteller örneği
(Dokuz Eylül Üniversitesi, 2013) Özgen, Hanım Kader Şanlıöz; Hotel Management; ÖZGEN, Hanım Kader Şanlıöz
Pazar yönlülük anlayışının, 1950’li yıllardan itibaren gelişmesine karşılık, bu anlayışın kilit bileşeni olan müşteri yönlülük yaklaşımının araştırmalara konu olması 1990’lı yılları bulmuştur. Tüketiciyi odak noktası olarak belirleyen müşteri yönlülük, birçok sektörde ürün ve hizmet üretimi süreçlerinin bu doğrultuda planlanması ve uygulanmasına öncülük etmiştir. Bu çalışmanın amacı, müşteri yönlülük yaklaşımının otel hizmetlerindeki yansımalarını tespit etmektir. Yarı yapılandırılmış açık uçlu sorulardan oluşan görüşme formu ile toplanan veriler, içerik analizine tabi tutulmuştur. Çalışmanın sonucunda, otellerin müşteri yönlülüğünü gösteren sekiz ortak özellik tanımlanmış olup, kapasite kullanımı, memnuniyet ölçme sistemleri ve kişiye özel hizmet anlayışı boyutlarında çeşitli uygulamalar gerçekleştirdikleri tespit edilmiştir
Open Access
Does risk matter in CEO compensation contracting? Evidence from US restaurant industry
(Elsevier, 2013-09) Özdemir, Özgür; Kizildag, M.; Upneja, A.; Hotel Management; ÖZDEMİR, Özgür
The structure of compensation packages of Chief Executive Officers (CEOs) has been a significant research interest for researchers across various disciplines. In this paper, we examine a unique relationship between CEO compensation and risk (systematic risk) in the US restaurant industry. Our research question stems from the assumption that CEOs must be rewarded with a higher incentive-based compensation in high-risk profile restaurant companies in order to motivate them to perform in their full potential for mutual benefits of the CEO and shareowners. Furthermore, we investigate whether firm risk moderates the relationship between firm performance and CEO total compensation controlling for the firm size and CEO ownership. We draw our sample firms from the US restaurant industry. Findings of our study suggest that firm risk induces a higher proportion of incentive-based compensation for restaurant companies’ CEOs, and firm risk does not seem to moderate the relationship between pay and performance in the restaurant industry.
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Body mass index, dietary intake and feeding problems of Turkish children with autism spectrum disorder (ASD)
(Elsevier, 2013-11) Bicer, A. H.; Alsaffar, Ayten Aylin; Gastronomy and Culinary Arts; ALSAFFAR, Ayten Aylin
The body mass index of 164 children (aged 4–18 years) attending four autism rehabilitation centers in Istanbul, Turkey, was determined and assessed using the BMI-for-age percentile charts by the World Health Organization (WHO). The mean intake of energy and nutrients of 115 children were calculated using three-day food records. The feeding assessment surveys filled in by the parents/caregivers indicated that the major feeding problem among children was food selectivity. The majority of the children were overweight or obese (58.5%). A total of 11% of children were found to be severely thin and thin. The calcium, zinc, vitamin B6 and folate intake of the majority of children were inadequate. The salt consumption in all age groups and cholesterol intake in normal, overweight and obese children were high.
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Assessing the validity and reliability of a questionnaire on dietary fibre-related knowledge in a Turkish student population
(ICDDR, 2013-12) Deniz, M. S.; Alsaffar, Ayten Aylin; Gastronomy and Culinary Arts; ALSAFFAR, Ayten Aylin
This study aimed to validate a questionnaire on dietary fibre (DF)-related knowledge in a Turkish student population. Participants (n=360) were either undergraduate students who have taken a nutrition course for 14 weeks (n=174) or those in another group who have not taken such a nutrition course (n=186). Test-retest reliability, internal reliability, and construct validity of the questionnaire were determined. Overall internal reliability (Cronbach's alpha=0.90) and test-retest reliability (0.90) were high. Significant differences (p<0.001) between the scores of the two groups of students indicated that the questionnaire had satisfactory construct validity. It was found that one-fifth of the students were unsure of the correct answer for any item, and 52.5% of them were not aware that DF had to be consumed on a daily basis. Only 36.4 to 44.2% of the students were able to correctly identify the food sources of DF.
Open Access
A synergy effect of internationalization and firm size on performance: US hotel industry
(Emerald, 2014) Lee, S.; Upneja, A.; Özdemir, Özgür; Sun, K.- A.; Hotel Management; ÖZDEMİR, Özgür
Purpose – The purpose of the current study is to investigate the existence of a negative synergy effect of internationalization and firm size on firm performance for publicly traded US hotels.Design/methodology/approach – The study performs the two-way fixed-effects model to investigate the proposed negative synergy effect.Findings – The findings do not support the proposed negative synergy effect, but support the positive synergy effect of internationalization and firm size on performance.Originality/value – This study examines the hypothesis developed based on the agency cost theory using the hotel industry's unique monitoring cost argument. However, findings support the opposite, implicitly suggesting that the hotel's monitoring cost in the international franchising context may not be severe as some expect.
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Compensation practices in the lodging industry: Does top management pay affect corporate performance?
(Elsevier, 2014-04) Upneja, A.; Özdemir, Özgür; Hotel Management; ÖZDEMİR, Özgür
The current study examines the relationship between executive compensation and firm performance in the U.S. lodging industry. It is not clear-cut whether performance leads to compensation or compensation drives firm performance. Our contention is that cash and lagged equity-based compensation drive the firm performance. Our findings suggest that chief executive officer's (CEO) contemporaneous cash-compensation and one-year lagged equity-compensation positively affect the accounting performance measures return on assets and Tobin's Q; but neither compensation components affects the market-performance measure, stock returns, in the lodging industry. Quantitatively similar findings are found for the chief financial officer (CFO). Further robustness test show that further lags of equity compensation of both named executives do not result in increased stock performance in the lodging industry.
Open Access
A systematic review of nutrition-based practices in prevention of hypertension among healthy youth
(Turkish National Pediatric Society, 2014-07) Kalyoncu, Zeynep Begüm; Pars, H.; Bora-Güneş, N.; Karabulut, E.; Aslan, D.; Gastronomy and Culinary Arts; KALYONCU, Zeynep Begüm
The aim of this systematic review was to analyze the results of observational and interventional research/studies on nutrition-based practices in the prevention of hypertension among healthy youth. The MEDLINE/PubMed database was searched using the key words, "hypertension," "nutrition/diet," "prevention" and "youth." Inclusion criteria were: 1) sample with a majority of adolescents, defined as 10-24 years of age, or findings for adolescents reported separately from other age groups; 2) primary research reports; 3) studies with normotensive participants; and 4) studies that focused on preventing hypertension/lowering blood pressure through at least one nutritional practice. Results of the analysis indicated that increased consumption of unsaturated fats, fruits, vegetables and low-fat dietary products, decreased consumption of dietary sodium and beverages containing caffeine, and breastfeeding were found to have preventive effects against high blood pressure in later years of life. The effects of training given during youth to encourage a healthy lifestyle and behavior changes based on diet and physical activity were also noted.
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Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance
(Elsevier, 2014-08) Guchait, P.; Paşamehmetoğlu, Ayşın; Dawson, M.; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
The study examined the influence of perceived supervisor and co-worker support for error management on employees' engagement in service recovery performance. Furthermore, the current work examined the mediating role of perceived psychological safety. Data was collected from 22 restaurants in Turkey involving 236 employees. Hierarchical linear regression analysis was used to test the mediated-moderated model. Results indicate the (I) direct main effects of perceived supervisor and co-worker support for error management on employee engagement in service recovery performance, (2) positive interaction effect of perceived supervisor and co-worker support for error management on perceived psychological safety, and (3) mediating effect of perceived psychological safety between perceived support for error management and employee engagement in service recovery performance.
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Social media practices applied by city hotels: a comparative case study from Turkey
(Emerald Group Publishing, 2015) Özgen, Hanım Kader Şanlıöz; Kozak, M.; Hotel Management; ÖZGEN, Hanım Kader Şanlıöz
Purpose – This study aims to examine various forms of hotel businesses’ social media (SM) practices by analysing TripAdvisor (TA) and examining its critical role in decision-making. As a well-known platform of SM in tourism, TA serves as an independent review site where visitors share their holiday experiences. Design/methodology/approach – The sample for this study includes hotel businesses located in Istanbul, Turkey, and listed in the top grades of TA ratings. Purposive sampling was used to obtain relevant data. A holistic multiple-case study was designed, as sample hotels vary in official class and attributes. Structured interviews were used to collect data from participating managers in each hotel business. Upon creation of the data set, transcripts were used to develop and classify a matrix table (hotels vs questions) and analysed by clustering responses according to the content of questions. Findings – The study findings show that hotels pay significant attention to TA and that it is viewed as an essential tool for various purposes. Hotel businesses benefit from the content of TA for the purpose of marketing and quality management. From a strategic point of view, hotel businesses consider TA as an “ocean of opportunity” that is highly related to service quality, reliable information channels and effective tools to monitor competitors and for undertaking self-review of performance. Research limitations/implications – The sample group represents only hotel businesses in the city, and the study utilizes only qualitative techniques. A similar empirical investigation in a resort destination and a longitudinal comparable study using both qualitative and quantitative techniques may generate more insights relating to the social media practices of hotel businesses. Practical implications – Hotel businesses consider accuracy, transparency and consistency of content and pricing to be essential prerequisites of competitiveness. As a consequence, this study reveals the fact that TA is a critical tool of SM utilized by hotels with different attributes, despite some concerns regarding fake reviews. Originality/value – This is an insightful comparative study of TA practices of hotel businesses with different attributes. The study may inspire further research to study SM practices and related impacts on a longitudinal basis.
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“Do your internal branding efforts measure up?”: consumers’ response to brand supporting behaviors of hospitality employees
(Emerald Group Publishing, 2015) Erkmen, Ezgi; Hancer, M.; Gastronomy and Culinary Arts; ERKMEN, Ezgi
Purpose – This study aims to understand the effect of brand citizenship behaviors of hospitality employees on customers’ relation with the brand. A model, which links employee behaviors to customers’ evaluation of brand performance, brand trust and brand commitment, is proposed to provide further insight into how customers form their relation with a brand. Design/methodology/approach – Data were collected from both customer-contact employees and passengers of a corporate airline company. Structural equation modeling was used to test the proposed model by using both employee and customer data in the same research model. Findings – The results showed that even brand citizenship behaviors of employees did not affect brand commitment of customers directly; these behaviors explain customers’ commitment to a brand through influencing perceived brand performance of customers and their trust toward a brand. Overall, this study provided support for the impact of employees’ brand-related behaviors on consumers’ relation with the brand. Research limitations/implications – The results suggest that hospitality employees contribute to the brand success through their behaviors. This helps organizations to enhance brand-related behaviors of their employees to ensure long-term relationships not only with customers but also with their employees in a labor-intensive and high customer contact industry. Originality/value – This research was one of the first to analyze the effects of employees’ brand supporting behaviors on consumers by using both employee and consumer data in the same research model within the hospitality context.
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The importance of error management culture in organizations: Impact on employee helping behaviors during service failures and recoveries in restaurants
(Informa Group, 2015) Guchait, P.; Paşamehmetoğlu, Ayşın; Lanza-Abbott, J.; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
This study examined the influence of error management culture on employee helping behaviors during service failure and recovery situations in restaurants. Data was collected from 236 employees working in 22 restaurants in Turkey. Additionally, supervisors were asked to evaluate the employees’ helping behaviors. Hierarchical linear regression analysis indicated that error management culture had a significant positive influence on employee helping behaviors (self-rated), employee helping behaviors (manager-rated), and coworker helping behaviors. Furthermore, the study includes important theoretical and practical implications for researchers and industry practitioners.
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Linking brand commitment and brand citizenship behaviors of airline employees: “the role of trust”
(Elsevier, 2015-01) Erkmen, Ezgi; Hancer, M.; Gastronomy and Culinary Arts; ERKMEN, Ezgi
Despite the growing interest in understanding employees' brand related behaviors in the airline industry, the research in this area mainly focus on the effect of employee brand commitment and limit the empirical support as well. Although, brand commitment explains brand behaviors of employees, commitment in a relationship usually works through trust. Therefore, this study integrated brand trust and analyzed the relation between brand trust and brand commitment on brand citizenship behaviors of employees. Data were collected from 523 flight attendants of a corporate airline company. The findings reveal that brand trust has a significant effect on brand citizenship behaviors as well as it mediates the effect of brand commitment on these behaviors. The uniqueness of this study is the integration of brand trust for its effect on commitment and brand citizenship behaviors of employees as well providing empirical support for their relationship within the context of airline industry.
Open Access
Otel i̇şletmeleri̇nde küyerelleşme yaklaşımı: İzmi̇r i̇li̇ örneği̇
(Dokuz Eylül Üniversitesi, 2015-05-05) Dilek, E.; Kaygalak, S.; Lale, C.; Özgen, Hanım Kader Şanlıöz; Hotel Management; ÖZGEN, Hanım Kader Şanlıöz
Bu çalışma, dünyada gittikçe artan önemi nedeniyle küyerelleşmenin, Türkiye’de hizmet veren uluslararası otel işletmelerindeki boyut ve şekillerini ortaya koymak ve bunların kıyı ve şehir otellerindeki benzerlik ve farklılıklarını saptamak amacıyla gerçekleştirilmiştir. Yeni bir yaklaşım olması nedeniyle küyerelleşmeyi çeşitli açılardan irdelemek için araştırmada örnek olay deseni kullanılmıştır. İzmir ili sınırları içerisindeki bir şehir ve bir kıyı oteli seçilerek, işletmelerin ilgili yöneticileriyle yüz yüze ve telefonla görüşmeler gerçekleştirilmiş, ayrıca otellerin web siteleri detaylı olarak incelenmiştir. Çalışmanın sonucunda, örneklem dâhilindeki otel işletmelerinde yerelleşme uygulamalarının en fazla yiyecek-içecek hizmetlerinde gerçekleştiği, kıyı otelinde şehir oteline göre daha fazla yerelleşme uygulamalarının görüldüğü, rejyosantrik (regiosentrik) strateji doğrultusunda, kültürel ve coğrafi boyutlarda yerelleşme çalışmaları yapıldığı, coğrafi boyut kapsamında farklı düzeylerde çeşitli uygulamaların hayata geçirildiği tespit edilmiştir
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Error management culture: impact on cohesion, stress, and turnover intentions
(2016) Guchait, P.; Paşamehmetoğlu, Ayşın; Madera, J.; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
An error management culture involves organizational practices related to communicating about errors, sharing error knowledge, quickly detecting and handling errors, and helping in error situations. Building on error management research, this study examined the influence of organizational error management culture on the turnover intentions of frontline service employees. The study also investigated the underlying mechanism that links this culture with turnover intentions. Data were collected from 345 frontline employees of hotels in Turkey. Structural Equation Modeling results revealed that employee perceptions of organizational error management culture have a direct and significantly negative impact on their turnover intentions. Furthermore, results showed that this relationship is mediated through perceived group cohesion and work stress. Using the job demands-resources model as a theoretical framework, this study revealed that organizational error management culture leads to increased group cohesion; increased group cohesion lowers work stress; and lower work stress lowers turnover intentions. This study contributes to the services management literature by demonstrating how organizational error management culture impacts employee turnover intentions.
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European quality award winning companies: a situational analysis of tourism industry
(Emerald, 2016) Özgen, Hanım Kader Şanlıöz; Hotel Management; ÖZGEN, Hanım Kader Şanlıöz
The European Quality Award came into being in 1992. Since then, 42 organizations from various sectors have attained this internationally recognized award. Although the model of the award is considered as a single-generic framework for organizations of all sectors, the question about the situation of the tourism industry arises since this model is not frequent in tourism establishments. With the aim of revealing the situation of tourism industry, this chapter utilized the list of the award winning organizations and identified their economic sectors with reference to The Statistical Classification of Economic Activities in the European Union (NACE). As a consequence, the study revealed the weak participation of the tourism industry, represented by only two hotels and a conference center.
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The role of internationalization on the IPO performance of service firms: Examination of initial returns, long-run returns, and survivability
(Elsevier, 2016) Özdemir, Özgür; Upneja, A.; Hotel Management; ÖZDEMİR, Özgür
This study examines the effect of internationalization on the initial and long-run IPO performance of service firms. The study discusses that pre-IPO internationalization of service firms contributes to the explanation of long-discussed IPO underpricing phenomenon, and underperformance of IPOs in the long-run. Sample of the study includes 1822 IPO issues conducted by US service firms between 1980 and 2009. Findings of the study suggest that international service firms leave less money on table in their IPOs compared to domestic service firms by providing significantly lower first day returns to their investors on their first day of public trading. Moreover, our findings provide evidence that 3-year cumulative abnormal returns and 3-year buy-and-hold returns of international service firms are significantly higher than domestic service firms, and international service firms outperform domestic service firms in both operating return on assets and operating cash flows in the post-IPO period. Lastly, the study documents that survival rate of service firms subsequent to an IPO issue increases with pre-IPO internationalization.
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Sustainable diets: the interaction between food industry, nutrition, health and the environment
(Sage, 2016-02) Alsaffar, Ayten Aylin; Gastronomy and Culinary Arts; ALSAFFAR, Ayten Aylin
Everyday great amounts of food are produced, processed, transported by the food industry and consumed by us and these activities have direct impact on our health and the environment. The current food system has started causing strain on the Earth’s natural resources and that is why sustainable food production systems are needed. This review article discusses the need for sustainable diets by exploring the interactions between the food industry, nutrition, health and the environment, which are strongly interconnected. The most common environmental issues in the food industry are related to food processing loss, food wastage and packaging; energy efficiency; transportation of foods; water consumption and waste management. Among the foods produced and processed, meat and meat products have the greatest environmental impact followed by the dairy products. Our eating patterns impact the environment, but the environment can impact dietary choices as well. The foods and drinks we consume may also affect our health. A healthy and sustainable diet would minimise the consumption of energy-dense and highly processed and packaged foods, include less animal-derived foods and more plant-based foods and encourage people not to exceed the recommended daily energy intake. Sustainable diets contribute to food and nutrition security, have low environmental impacts and promote healthy life for present and future generations. There is an urgent need to develop and promote strategies for sustainable diets; and governments, United Nations agencies, civil society, research organisations and the food industry should work together in achieving this.
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Is more better? The relationship between meeting space capacity and hotel operating performance
(Elsevier, 2016-02) Madanoglu, M.; Özdemir, Özgür; Hotel Management; ÖZDEMİR, Özgür
This study examines the effect of meeting space capacity on hotel operating performance. We use Resource-Based View (RBV) of the firm as the theoretical foundation. We employ a national-level dataset with more than 20,000 hotels in the United States for the 2007–2012 period. We find that meeting space has a non-linear effect on hotel operating performance. That is, at low levels of meeting space, meeting space capacity is negatively related to hotel operating performance. At high levels of meeting space, meeting space capacity has a positive influence on operating performance. These findings provide insights for hotel owners, developers and practitioners in planning hotel meeting space capacity.
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Error recovery performance: the impact of leader behavioral integrity and job satisfaction
(Sage, 2016-05) Guchait, P.; Simons, T.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
This article introduces the concept of error recovery performance, followed by the development and validation of an instrument to measure it. The first objective of this article is to broaden the current concept of service recovery to be relevant to the back-of-house operations. The second objective is to examine the influence of leader behavioral integrity (BI) on error recovery performance. Moreover, the study examines the mediating effect of job satisfaction between BI and error recovery performance. Finally, the study links error management performance with work-unit effectiveness. Data for Study 1 were collected from 369 hotel employees in Turkey. The same relationships were tested again in Study 2 to validate the findings of Study 1 with a different sample. Data for Study 2 were collected from 33 departmental managers from the same hotels. Linear regression analysis was used to test the direct effects. The mediating effects were tested using the mediation test suggested by Preacher and Hayes. In addition, in Study 2, general managers of the hotels were asked to rate the effectiveness of each manager and their respective department. Results from Study 1 indicate that BI drives error recovery performance, and this impact is mediated by employee job satisfaction. Results of Study 2 confirm this model and finds further that managers’ self-rated error recovery performance was associated with their general managers’ assessment of their deliverables and of their department’s overall performance.
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Meeting revenue management challenges: Knowledge, skills and abilities
(Elsevier, 2016-08) Cetin, G.; Demirçiftçi, Tevfik; Bilgihan, A.; Hotel Management; DEMİRÇİFTÇİ, Tevfik
Hospitality industry increasingly recognizes importance of integrating revenue management into their operations and significance of their staff to do so. Yet revenue managers face major challenges from both internal and external sources. Hence revenue staff dealing with several sophisticated problems should possess various knowledge, skills and abilities (KSAs) to enable them effectively overcome these obstacles. However which specific capabilities are required to what extent are not clear. Therefore this study aims to match the challenges that are faced by hotel revenue managers with KSAs required in managing inventory and prices. A two step qualitative method is adopted; first 14 revenue managers were interviewed and secondly a focus group with eight participants was conducted in order to identify challenges and competencies required in improving revenue management effectiveness. Thus this study offers a typology of challenges faced by revenue managers and it also identifies KSAs that are required by revenue management staff.

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