Organizational Unit: Hotel Management
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ArticlePublication Metadata only Impact of technology in financial reporting: The case of Amazon Go(Wiley, 2019-07-08) Türegün, Nida; Hotel Management; TÜREGÜN, NidaSince the beginning of the 21st century, there is no doubt that humanity has made a huge step forward in the field of robotics. In the next 20 years, financial reporting will see a stronger change thanks to machine learning, artificial intelligence, block chain, and big data usage. With the convergence of artificial intelligence and block chain, it is now clear that in the near future the work of the accounting profession will be supported by automation. Thus, the aim of the study to introduce the effects of technological changes and transformations on the future of financial reporting. The study first introduces technological tools and provides an overview of the advantages and threats of technological changes to financial reporting. Then, the study provides a case of Amazon Go to display the transformation of financial reporting with the technological changes.ArticlePublication Metadata only The effect of geographic dispersion on the initial and long-run ipo performance(Sage, 2017-09) Özdemir, Özgür; Hotel Management; ÖZDEMİR, ÖzgürThis study examines the effect of geographic dispersion on the short-run and long-run initial public offering (IPO) performance of restaurant firms. Sample of the study consists of 103 restaurant IPOs conducted between 1981 and 2011. The study finds that being geographically dispersed or concentrated in a small area does not lead to a significant difference in the initial returns of restaurant IPOs. Yet the analysis shows that restaurant firms with geographically dispersed operations have significantly higher long-run returns in the post-IPO period compared with their local counterparts. This is evidenced by the significantly larger cumulative abnormal returns for geographically dispersed restaurant firms in the post-IPO period.ArticlePublication Metadata only 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 ŞanlıözPurpose – 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.ArticlePublication 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 New governance and digital platform companies: The case of uber(IGI Global, 2019-04) Bilbil, Ebru Tekin; Hotel Management; BİLBİL, Ebru TekinBased on a new governance theory as regulatory governance, this article analyzes how a new economy creates new transaction costs at the local level due to the lack of legal coordination based on diversity and competition. The literature focuses on how new platform technologies have decreased existing transaction costs (i.e., online platforms). Surrounded by uncertainties in today's diverse, complex, competitive, and a fast market environment, the lack of legal coordination has created new transaction costs for digital platform companies. There is limited research on new digital platform company experiences with high transaction costs. There is also limited information on how to overcome these costs, especially due to the lack of legal coordination. This article documents ways to understand how transaction costs are revealed through new technologies. It compares diverse regulatory impacts of the new economy on different localities, including San Francisco and Istanbul. Analyzing Uber as the case company, as well as its relationship with other stakeholders, this article adopts the governance model of regulation to identify the constitutive dynamics of the regulatory challenges. It reveals that local and global e-hail firms in the same country acquired different acceptance and responses in the local market. Thus, the level of transaction costs varied. Local communication based on diversity and competition was derived from the vested interests of lobbying powers, which led to the rising transaction costs. Comparing the local governance in two cities reveals the extent to which transaction costs affect the raison d'etre of companies to perform activities.ArticlePublication Metadata only Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance(Elsevier, 2020-08) Wang, X. Y.; Guchait, P.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, AyşınAccording to affective events theory (AET), organizational contexts can produce "affective events" that shape individuals' emotional experiences, subsequently influencing those individuals' work behaviors. This study hypothesized that every time an error occurs in an error management culture, it is an affective event that can stimulate employees' gratitude and reduce their anxiety toward their respective organizations. Gratitude and anxiety are positively and negatively associated with employees' service recovery performance, respectively. Drawing on three waves of data collected from 218 hotel employees, this study found that error management culture was positively associated with gratitude and negatively associated with anxiety. Consequently, gratitude and anxiety influenced employees' service recovery performance, as rated by the employees' supervisors. These findings suggest that error management culture can influence employees' service recovery performance through the culture's impact on gratitude and anxiety.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 Irritation or disappointment: host attitudes towards tourism development in villages(Taylor & Francis, 2016-11) Özgen, Hanım Kader Şanlıöz; Günlü, E.; Hotel Management; ÖZGEN, Hanım Kader ŞanlıözAmong the various theories and models assessing host attitudes towards tourism development (TD), the Irridex Model is one of the most frequently used frameworks. This study aims to reveal whether the residents of two villages in Antalya, the tourism capital of Turkey, have different attitudes towards TD by investigating their expectations and the benefits and problems of TD. Given the fact that villages are vulnerable settlements in cases of intensive TD, the study was conducted in two villages that differed from each other in terms of the time spans in which they witnessed these developments (10 years), and the intensity of the tourism they experienced. Following conversational interviews, the primary finding of this study is that the feeling of ‘disappointment’ is more prevalent than irritation in these villages. The other findings concern a comprehensive framework for the villagers’ approach to TD, which may help in the development of effective tourism policies.ArticlePublication Metadata only Workplace ostracism: Impact on social capital, organizational trust, and service recovery performance(Elsevier, 2022-03) Paşamehmetoğlu, Ayşın; Guzzo, R. F.; Guchait, P.; Hotel Management; PAŞAMEHMETOĞLU, AyşınThe main purpose of the study was to examine the influence of workplace ostracism on service recovery performance (SRP). Because effective SRP is crucial for the success of hospitality businesses, it is important to study new factors that can enhance SRP. The current study makes a significant contribution to the service recovery literature by identifying critical predictors of SRP. Although the effects of workplace ostracism on work outcomes are well established, much less is known about the underlying mechanisms linking those relationships. Drawing from the conservation of resource theory, this study particularly examined the mediating role of bonding social capital with co-workers and organizational trust. Data was collected from five-star hotels in Turkey involving 180 employees. Structural equation modeling results show the mediating effect of bonding social capital and organizational trust between ostracism and SRP. The current study significantly contributes to the ostracism literature by finding a new outcome variable (i.e., SRP - an essential element of service performance which is especially important in hospitality and tourism contexts) and two new mediators that explain the underlying mechanism. The study provides implications for researchers and practitioners.ArticlePublication Metadata only Tolerating errors in hospitality organizations: relationships with learning behavior, error reporting and service recovery performance(Emerald Publishing Limited, 2020-08-04) Wang, X.; Guchait, P.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, AyşınPurpose Hospitality work setting is error-prone, rendering error handling critical for effective organizational operation and quality of service delivery. An organization's attitude toward errors can be traced back to one fundamental question: should errors be tolerated/accepted or not? This study aims to examine the relationships between error tolerance and hospitality employees' three critical work behaviors, namely, learning behavior, error reporting and service recovery performance. Psychological safety and self-efficacy are hypothesized to be the underlying attitudinal mechanisms that link error tolerance with these behavioral outcomes. Design/methodology/approach This study relied on a survey methodology, collecting data from 304 frontline restaurant employees in Turkey and their direct supervisors. SPSS 25.0 and Amos 25.0 were used for analysis. Findings The results revealed that error tolerance had direct positive relationships with employees' psychological safety and self-efficacy, both of which had positive impacts on learning behavior and error reporting. In addition, learning behavior positively influenced employees' service recovery performance, as rated by the employees' supervisors. Originality/value This study identifies error tolerance as an organizational distal factor that influences employees' learning behavior, error reporting and service recovery performance; and identifies self-efficacy and psychological safety as mediators of the relationship between error tolerance and behavioral outcomes. The findings help clarify the longstanding debate over the relationship between an organization's attitude toward errors and its employees' learning behavior. The findings also shed light on the advantages of tolerating error occurrence for organizations, which is especially important as most hospitality organizations pursue perfection with aversive attitudes toward errors.