Person: ÖZGEN, Hanım Kader Şanlıöz
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Hanım Kader Şanlıöz
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ÖZGEN
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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.Book PartPublication Metadata only I want a brand new car(Taylor and Francis, 2022) Özgen, Hanım Kader Şanlıöz; Hotel Management; Aktaş, G.; Kozak, M.; ÖZGEN, Hanım Kader ŞanlıözResort hotels are properties where customers holiday, mostly with their family members, usually for a minimum duration of one week. This duration is critical as customers have numerous interactions with the hotel’s offerings and with other people including customers and hotel workers. If the hotel property is a large scale business, it is inevitable that some customers will experience some service failures which require the implementation of some recovery strategies so that customers will be satisfied with their experience. This case will highlight for participants the importance of managing the customer service recovery process in a resort hotel. The case concerns a customer who was incolved in a car crash and the actions taken by the operations manager to overcome the disappointment and dissatisfaction of the customer.Book PartPublication 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.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.Book PartPublication 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 PartPublication Metadata only The interrelationship between tourist satisfaction and experiences: How does one contribute to the other?(Taylor & Francis, 2021) Özgen, Hanım Kader Şanlıöz; Kozak, M.; Hotel Management; ÖZGEN, Hanım Kader ŞanlıözAmong all the other emotions, perhaps satisfaction can be the most common one which has been extensively studied. The majority of these studies examine this emotion as an outcome of the perceived performance of products and services consumed or the personal experience attained. However, today, experience has become such a dynamic and complex concept that generates spontaneous satisfaction moments (moments of truth) that may or may not contribute to the level of overall satisfaction at the end of experience process. These satisfaction moments may also affect one’s decision to continue with experiencing. The most widely known example is the first impression that is supposed to be created at the very first moments of experience in a hotel in order to strengthen the memorability of the experience. This chapter aims to discuss this inter-relationship between satisfaction and experience based on the findings of an empirical study conducted with the focus of hospitality experiences in five-star hotels. Hotels serve such a fruitful research domain to analyze the experience concept based on the complex form constructed with various and hybrid sub-experiences. Satisfaction triggered by these sub-experiences may affect the overall perceptions of experiences. Through the outputs of narrative analysis, the findings show how people evaluate their hospitality experience as memorable in relation to experience components and how the overall experience is perceived if satisfaction is the expressed outcome.Book PartPublication Metadata only European quality award winning companies: a situational analysis of tourism industry(Emerald, 2016) Özgen, Hanım Kader Şanlıöz; Hotel Management; ÖZGEN, Hanım Kader ŞanlıözThe 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.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 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.