Hotel Management
Permanent URI for this collectionhttps://hdl.handle.net/10679/4359
Browse
Recent Submissions
Book ChapterPublication Metadata only Managing brand experience and reputation in the hotel business(Taylor & Francis, 2020-05-18) Özgen, Hanım Kader Şanlıöz; Kozak, M.; Hotel Management; ÖZGEN, Hanım Kader ŞanlıözAs “the business of brands”, with more than 300 brands worldwide, the hotel industry has been focused on brand experience since the development and expansion of international brands over the last few decades. New brands and brand extensions with numerous tiers, namely sub-brands, extend from luxury to economy chains, offering a wide variety of accommodation facilities within various contexts of experiential dimensions. On the other hand, hotel groups extend the borders of experience to encourage their customers to create and share their stories through social media (SM) as a means of reputation management. In this context, this chapter first explains the concept of brand experience, with its distinct angles in the hotel industry given its principal role within tourism – which is, in essence, an experiential industry. Second, it presents the relationship between brand experience and reputation management with reference to the use of SM. Finally, these issues are examined in the case of Hilton Worldwide, one of the leading international hotel groups with 17 brands operating in 117 countries.Book ChapterPublication Metadata only Dynamics of the relation between producer and consumer price indices: A comparative analysis in the U.S. market(IGI Global, 2020-06-01) Ceylan, Özcan; Hotel Management; CEYLAN, ÖzcanThe relation between the Producer Prices Index (PPI) and the Consumer Price Index (CPI) in the U.S. is analyzed for two sub-periods: one spanning from 1947 to 1982, the post-war period marked by demand-side economic policies, and the other one starting by 1983 when supply-side policies pioneered by the Reagan government came into effect. As the series in question are found to be cointegrated, a Vector Error Correction Model is employed for the analysis. Regarding the longrun equilibrium relationships, it is found that the loading for the PPI series are statistically significant for both periods, while the loading for the CPI is barely significant for the first period, and it is insignificant at any acceptable level for the second. Thus, the CPI represents the common trend in the system in both periods, but it does more clearly so in the second period.Book ChapterPublication Metadata only The truths about conventional tourism and its scientism a humanistic critique(Taylor & Francis, 2021) Yüksel, Atila; Hotel Management; Giudici, E.; DellaLucia, M.; YÜKSEL, AtilaN/AArticlePublication Metadata only The differential effects of leader Food safety priority and ethical leadership on food safety promotive and prohibitive voices: A socially desirable responding theory perspective(Taylor & Francis, 2023) Yu, H.; Guchait, P.; Achyldurdyyeva, J.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, AyşınStudies on impact of different leadership styles on the promotive and prohibitive forms of food safety voices are limited. Therefore, drawing on socially desirable responding theory, this study examined the differential effects of leader food safety priority and ethical leadership on food handlers’ promotive and prohibitive forms of food safety voices. We found that leader food safety priority and ethical leadership influence employee voice through different mechanisms. Moreover, the indirect impact of leader food safety priority on promotive voices was stronger, while ethical leadership had a stronger indirect effect on prohibitive voice. Finally, leader–member exchange strengthened the indirect effects of leadership antecedents on both forms of food safety voices. This study provides theoretical and practical contributions to food safety voice literature.ArticlePublication Metadata only Vicarious abusive supervision among restaurant frontline employees: the role of employee industry tenure(Emerald, 2023) Li, M.; Wang, X.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, AyşınPurpose: Vicarious abusive supervision (VAS) has recently garnered the attention of hospitality researchers. VAS is prevalent in hospitality work settings characterized by long production chains and open operating environments. Based on the conservation of resources (CORs) theory, this study aims to examine how VAS influences hospitality employees’ work behaviours (i.e. supervisor-directed deviance, silence and helping behaviour) via affective rumination, with the moderating role of industry tenure as an individual contingency on the relationship between VAS and affective rumination. Design/methodology/approach: The data were gathered from 233 restaurant frontline employees and their supervisors in Turkey. The authors tested the proposed model using partial least squares method through SmartPLS 3. Findings: The results reveal that VAS triggers affective rumination, which, in turn, is positively related to supervisor-directed deviance and silence, and negatively related to helping behaviour. Moreover, industry tenure, as a buffer resource, significantly moderates the relationship between VAS and affective rumination. Practical implications: To reduce the occurrence of VAS and mitigate its negative effects, managers should establish a work environment that embraces understanding and respect, pay attention to how they communicate with employees, implement appropriate interventions when VAS occurs and conduct stress management training and improve employees’ emotion regulation skills in ways that correspond to the employees’ industry experience. Originality/value: This study advances research on VAS by offering insight into how VAS impacts employees’ work behaviours via the underlying mechanism of affective rumination through a COR lens. The findings also shed light on the salient buffering effect of industry tenure as an individual contingency.ArticlePublication Restricted Exploring publicness as social practice: An analysis on social support within an emerging economy(Wiley) Bilbil, Ebru Tekin; Zihnioğlu, O.; Fırtın, C. E.; Bracci, E.; Hotel Management; BİLBİL, Ebru TekinBy utilizing the concepts of field, habitus, and capital inherited from Bourdieu, this study explores publicness as a social practice. In doing this, the paper problematizes publicness concerning accountability and public value and empirically explores the organization of social support delivery in Istanbul. We posit our research question: In what manners does publicness open up a space for collaboration and convergence in relation to accountability? The data gathering and analysis follow a qualitative methodology. We found different forms of publicness under three different conditionalities: (1) publicness as political authority based on hierarchization and centralization; (2) publicness as competing positions produced by diverse actors and their diverse positions taken beyond hierarchical relations; (3) publicness as social inclusion and diversity that is all-embracing by employing more inclusive practices. Publicness relationally unfolds public value with and among formal rules, voluntary practices, and networks. By delving into constitutive elements of practice—symbolic capital and habitus—engaging in the field struggles of redefining and owning publicness, the paper goes beyond the conventional dichotomy of normative versus empirical conceptualizations of publicness and instead differentiates among distinct forms of publicness in different conditionalities and contributes to the literature by bridging publicness and accountability habitus.ArticlePublication Metadata only Hospitality organizational culture: Impact on employee’s job satisfaction, organizational citizenship behaviors, service recovery performance, and intention to leave(Taylor & Francis, 2023) Dawson, M.; Guchait, P.; Russen, M.; Wang, X.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, AyşınOrganizational culture continues to be a decisive factor for the success of hospitality firms. Drawing from the theory of work adjustment, this study focuses on hospitality organizational culture and examines its impacts on hospitality employees’ job satisfaction, organizational citizenship behaviors, service recovery performance, and intention to leave. Using survey methodology, 210 hotel employees in Turkey provided survey data. The results demonstrated significant effects of hospitality culture on turnover, service recovery performance, organizational citizenship behavior, and job satisfaction as a significant mediator. The findings stress the importance of a strong hospitality culture to positively influence employees’ job attitude, and job performance.ArticlePublication Metadata only How authentic leadership cultivates trust and desirable workplace behaviors in hotels: Commitment and leader-follower value congruence matters(Taylor & Francis) Peyton, T.; Gip, H.; Paşamehmetoğlu, Ayşın; Guchait, P.; Hotel Management; PAŞAMEHMETOĞLU, AyşınThis study explores how hotel supervisors’ authentic leadership behavior relates to followers’ value congruence, trust, organizational commitment (OC), and organizational citizenship behaviors (OCB). Survey data were collected from 176 Turkish hotel employees at two time points. Through SmartPLS, it was revealed that followers’ trust in their supervisor mediated the relationship between authentic leadership and OC. Indirect effects were found for authentic leadership on OCBs, both through trust and OC. Value congruence moderated the relationship between authentic leadership and followers’ trust in their supervisor. Results confirmed theoretical expectations, except for the surprising effect of value congruence in relationship to authentic leadership and trust.Book ChapterPublication Metadata only To stay or not to stay: How to convince the very first guest of a resort property(CABI International, 2023-02-28) Özgen, Hanım Kader Şanlıöz; Hotel Management; ÖZGEN, Hanım Kader ŞanlıözHotel openings in resort destinations have several challenges to overcome and manage, such as: (i) the completion of the hotel project; (ii) preparation of hotel operations for the customer experience; (iii) pre-opening tasks and procedures to test the technical and functional performance of all the service units; and (iv) organization of site visits to marketing and sales partners. The conflicts between the hotel operation and project teams and the delays in openings due to planning defects or unexpected problems may prolong this period with multiple issues for managing executives to deal with. This case addresses the possible challenges of such a period and helps learners comprehend and analyse the situational aspects to seek the best possible solutions to overcome these challenges.Book ChapterPublication Metadata only History and techniques of managerial accounting(Peter Lang AG, 2023-03-06) Türegün, Nida; Hotel Management; Kaya, M. V.; TÜREGÜN, NidaN/AArticlePublication Metadata only Customer experience in five-star hotel businesses: is it an “experience” for customers?(Turkey, 2023-08-15) Özgen, Hanım Kader Şanlıöz; Kozak, M.; Hotel Management; ÖZGEN, Hanım Kader ŞanlıözPurpose: Concerning the development of “experience” as an economic phenomenon, this study aims to analyse customers' evaluations of their experiences in five-star hotel businesses and to identify if the hospitality experience is evaluated as an “experience” by its specific aspects. Design/methodology/approach: Structural and thematic narrative analyses in a multi-dimensional setting were applied to stories from 107 participants who stayed in five-star hotel businesses. Findings: Customers evaluate their overall experience as an “experience” reflected by experiential statements. However, they demonstrate higher cognitive orientation at the sub-experience levels (food and beverage, rooms, etc.). Research limitations/implications: The paper sheds light on the fact that customers may evaluate their experiences with cognitive and experiential aspects. The study focuses on participants' lived experiences to understand the customer perspective with the “experience” concept leading to the memorability of customer experiences in hotel businesses. Further research is required with a larger sample group, mixed-methods implementation and longitudinal and comparable examination to understand seasonal, motivational and cultural differences. Practical implications: The paper reveals various aspects of customer experiences in five-star hotel businesses around the variety of their offerings evaluated by cognitive and experiential perceptions so that dedicated efforts of the managers will be enhanced with a better and strategic understanding of the “experience” concept to achieve business goals. Originality/value: The study offers insightful findings relating to customers’ service- and experience-based experiences and how “experience” is perceived by customers from various angles in the five-star hotel businesses.ArticlePublication Metadata only Exploring the multifractality in the precious metal market(World Scientific, 2023-06) Doğangün, Itır; Oral, E.; Akkartal, E.; Türegün, Nida; Hotel Management; TÜREGÜN, Nida; DOĞANGÜN, ItirThis study proposes a novel approach to investigating the multifractality of time series using the multifractal cross-correlation detrended moving average analysis (MF-X-DMA). The study demonstrates the behavioral differences of MF-X-DMA in coherent and non-coherent time periods. Due to the lack of a mechanism to capture the dynamical cross-correlation in time series, correlated time series with multifractal structure present a barrier for analysis. The study shows that when the wavelet coherence method is applied to time series, co-movement between time series can be easily captured in certain time intervals, providing an efficient way to find time intervals to apply MF-X-DMA. The study applies the wavelet coherence method to the daily spot prices of gold and platinum from January 1987. It shows that the wavelet coherence method is an excellent engine to extract designated time series in certain frequency and time intervals, eliminating the need for windowing or shuffling methods. Additionally, the study observes a long-term power law cross-correlation using detrended cross-correlation analysis coefficients of inversed series for both low-correlated and high-correlated series. Finally, the findings indicate that MF-X-DMA leads to superior results compared to MF-DFA when provided with highly correlated data.ArticlePublication Metadata only The moderating role of organizational tenure on the relation between job crafting and job boredom: A study on accountants(Nomos Verlagsgesellschaft mbH, 2023) Türegün, Nida; Sesen, H.; Soran, Semih; Professional Flight Program; Hotel Management; TÜREGÜN, Nida; SORAN, SemihThe aim of this study is to examine the moderating role of organisational tenure on the relationship between job crafting and job boredom. For this purpose, a sample of 315 professional accountants from 82 independent audit companies listed on the Public Disclosure Platform was used. The data were analysed using hierarchical regression in addition to slope analysis. Analysis results show the neg-ative relationship between job crafting and job boredom is significantly stronger for short organisational tenure. Additionally, strong job crafting is more likely to disengage accountants from job boredom when they have short tenure compared to long tenure.ArticlePublication Metadata only How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors: the role of psychological well-being and tenure(Emerald, 2023-01-02) Gip, H.; Guchait, P.; Paşamehmetoğlu, Ayşın; Khoa, D. T.; Hotel Management; PAŞAMEHMETOĞLU, AyşınPurpose: The purpose of this study is to examine the mediating effect of psychological well-being between organizational dehumanization and two outcome variables: service recovery performance and service sabotage. This research also investigates whether organizational tenure moderates the relationship between organizational dehumanization and psychological well-being. Design/methodology/approach: Using survey methodology, 200 hotel frontline service employees (FLEs) in Turkey were sampled over two time points. Additionally, employees’ direct supervisors rated their service recovery performance. The partial least squares method, specifically SmartPLS 3.3.3, was used for data analysis. Findings: The results indicate that organizational dehumanization negatively influences employees’ psychological well-being. However, organizational tenure moderates this relationship, in which organizational dehumanization has less of a negative effect on employees’ psychological well-being in those with longer tenure. Psychological well-being was found to mediate the relationship between organizational dehumanization and service recovery performance. Finally, psychological well-being mediates the relationship between organizational dehumanization and service sabotage. Practical implications: Managers should consider the negative effect organizational dehumanization has on FLEs’ psychological well-being and aim to establish an organizational culture that values these employees as individuals and as invaluable resources for the organization. Further, this study has found that less tenured employees are less likely to have the psychological resources to cope with organizational dehumanization and are more susceptible to decreased productivity (i.e. service recovery performance) and engaging in counterproductive work behaviors (i.e. service sabotage) due to mistreatment in the workplace. Originality/value: This study furthers our understanding of organizational dehumanization, an understudied concept in hospitality research, which influences employee outcomes. The findings of this study contribute to the advancement of the self-determination theory and how organizational dehumanization impacts psychological well-being. It also contributes to the conservation of resources theory and current literature on service recovery performance and service sabotage.ArticlePublication Metadata only Governing contingencies by proxy: a governmentality approach on social supports in Istanbul under mutual uncertainty(Taylor & Francis, 2023-03-15) Bilbil, Ebru Tekin; Zihnioğlu, Ö.; Hotel Management; BİLBİL, Ebru TekinContingencies comprise immediate possibilities and aleatory interactions in the form of calculated responses to mutual uncertainties. While contingencies are critically important to governmental policies, yet they have been rarely considered in social analysis. The aim of this study is to analyze how the Covid-19 pandemic as a crisis has been governed both against and through contingencies by investigating the social support measures initiated by the Turkish government and the Istanbul Metropolitan Municipality (IMM). We gathered empirical data qualitatively from 12 in-depth interviews with the officers of local government and NGOs, supplemented by official documents. We found that contingencies are produced and become residual through configurational interdependencies, such as competition between the central and local government, unemployment, inadequate support, standardization, path dependency, and lack of diversification in need assessment. This study revealed that governmental practices are governed through contingent possibilities and interactions under mutual uncertainty and the politics of crisis management and conflict between local and central authority changed social support mechanisms.ArticlePublication Metadata only Positioning five-star hotels in city destinations: The case of Istanbul, Turkey(Sage, 2023-04) Özgen, Hanım Kader Şanlıöz; Hotel Management; ÖZGEN, Hanım Kader ŞanlıözDestinations and hotel businesses take advantage of many benefits of the online world. Extensive qualitative (review texts) and quantitative (review scores and room rates) data sources enable them to assess their positions through the eyes of their customers. The aim of this study is to propose a method focusing on customer reviews and rates in order to help hotel businesses with assessment of their positioning strategies. The dataset included a selection of five-star hotels in Istanbul, a city destination of Turkey. Room rates and the findings from a thematic narrative analysis of TripAdvisor reviews from a cognitive and experiential perspective were combined to create a position map. The findings extend traditional classification systems and reveal three competitive groups of five-star hotels with specific attributes in a city destination. Other findings offer some insight for hotel and destination managers, enabling them to evaluate the performance of positioning strategies of five-star hotels in the market.ArticlePublication Metadata only Distance education at tourism higher education programs in developing countries: Case of Türkiye with a strategic perspective and recommendations(Elsevier, 2023-06) Özgen, Hanım Kader Şanlıöz; Küçükaltan, E. G.; Hotel Management; ÖZGEN, Hanım Kader ŞanlıözThe COVID-19 pandemic was a critical and sudden happening for higher education institutions to adapt fast to changes and switch to distance education (DE). In addition to presenting several challenges and threats such as insufficient internet infrastructure and limited technology tools in developing countries, this sudden transition brought about some opportunities as well. This research focuses on the DE experiences of instructors in tourism-related higher education programs (THEP) and aims to propose a strategic view and recommendations based on instructors’ evaluations. Qualitative research methods are applied, and data is collected from 114 instructors via Google Forms. The originality of the research is based on the strategic view proposed by the application of SWOT and TOWS analyses. The proposed strategies are expected to help the preparation of effective educational, tactical, and operational plans by the regulatory authorities.ArticlePublication Metadata only Employee mindfulness and creativity: when emotions and national culture matter(Taylor & Francis, 2022) Gip, H.; The Khoa, D.; Fernando, R. L. F.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, AyşınMindfulness has recently attracted more attention from service scholars due to its positive effect on various job outcomes. Yet, the linkage between mindfulness and service employees’ creativity is still not well understood. This study aims to bridge this gap by examining how emotions might influence the mindfulness and creativity relationship from different cultural perspectives. Frontline service employees from three countries, the Philippines, Turkey, and the United States, were sampled to form a cross-border dataset. PLS multigroup results show that creativity positively influences service recovery performance and error reporting across the three nations. Furthermore, the mindfulness-creativity link is mediated by gratitude as a positive emotion in the United States, but by envy as a negative emotion in the Philippines and Turkey. This suggests that the link between mindfulness and creativity may be culturally contextual. These results might provide insights for mindfulness practices within the service work environment.ArticlePublication Restricted Success model of online food delivery system: The role of brand image in customer responses(LLC CPC Business Perspectives, 2022) Erkmen, E.; Türegün, Nida; Hotel Management; TÜREGÜN, NidaThere is a growing interest in understanding the factors affecting the success of online food delivery (OFD) systems because online food ordering has increased considerably in recent years. Hence, the purpose of this study is to investigate the effect of brand image on customer satisfaction and purchase intention based on the stimulus-organism-response (S-O-R) framework by adopting DeLone and McLean IS success model. A convenience sample of 251 respondents, who use the most popular OFD applications in 3 largest cities of Turkey, was surveyed by an online self-administered structured questionnaire. The results were first organized as descriptive statistics for observed variables and frequencies of demographic variables. In the second phase, confirmatory factor analysis (CFA) followed by structural equation modeling (SEM) was used to test the measurement and structural model. The results reveal that among OFD system success factors, only the system and service quality positively influence brand image, accounting for 46% of the variance. On the other hand, this study could not validate the proposed positive effect of information quality on brand image. For the role of brand image in customer responses, the findings evidence a significant positive effect of brand image on both customer satisfaction and intention to use. The variable explains 34% and 22% of the variance in satisfaction and purchase intention, respectively. In line with these results, this paper concludes that brand image can be introduced into the e-commerce success model as a new variable due to its partial mediating role and significant effects on customer responses.Book ChapterPublication Metadata only Tango or acrobatics: How to capture info groups' memory(Taylor and Francis, 2022) Özgen, Hanım Kader Şanlıöz; Hotel Management; Aktaş, G.; Kozak, M.; ÖZGEN, Hanım Kader ŞanlıözThe global tourism system is highly dependent on travel for leisure and is dominated by mass tourism towards summer destinations. The majority of those travels are organised by tour operators as a member of distribution chain of hotel products; that is, the tour operator creates the holiday package and markets it to travel agencies or online channels, and reservations are processed by local travel agencies as host companies who deal with all the travel processes as a representative or partner of the tour operator. Antalya, the tourism capital of Turkey, is highly dependent on sales from tour operators as a result of the destination’s orientation to mass tourism of sea, sun and sand. Therefore, one of the main marketing actions of hotel marketing executives is to welcome info groups of sales agents from travel agencies and present the hotel property to them so that those agents will recommend their hotel property to their customers and generate sales for the hotel. Those visits are also known as familiarisation trips (fam trips) organised by tour operators and travel agencies, and a minimum of seven or eight hotels are visited by the sales agents in a day to understand the hotel offering in a given destination. However, as a reflection of mass tourism organisation, the welcoming of these groups has also become a mass activity which is performed in similar ways by most hotels. The hotel in this case study looks to do something different so that sales agents will distinguish the hotel from the others to drive sales of the property.