Revisiting Employee - Guest Interactions in Hotels: An Analysis of Critical Incidents
Journal Title: Journal of Tourism, Heritage & Services Marketing - Year 2018, Vol 4, Issue 2
Abstract
The study was conducted to find out the positive and/or negative effects that hotel employees may have upon hotel guests’ experiences during their stay. Using the critical incident technique (CIT), data were obtained from 105 guests (a total of 174 incidents) staying in two different 5-star hotels that have similar characteristics in terms of type, price, ownership and concept in Bodrum, Turkey. The incidents were primarily categorized as positive and negative and afterward the incidents from two categories were compared to each other in terms of three main process of hotel accommodation as check-in, accommodation and check-out. Despite the fact that most hotels currently place emphasis on employee-guest interactions –under the concept of service quality or customer satisfaction-, the findings revealed that there were still a number of negative incidents that caused customer dissatisfaction and managerial implications were needed in hotels to minimize negative incidents and maximize the positive ones.
Authors and Affiliations
Özgür Devrim Yilmaz
Keywords
Related Articles
- EP ID EP410843
- DOI 10.5281/zenodo.1490400
- Views 91
- Downloads 0
“TiCoSa” a 3d matrix conceptual model to investigate visitors’ perceptions in an athletic event
Visitor behavior can determine athletic events structure making it an important consideration for managers. In this study visitor behavior is analyzed using a new managerial tool called “TiCoSa – Time, Cost, and Satisfac...
Festivals and destination marketing: An application from Izmir City
Festivals are among the growing global city and destination attraction factors and they are very trendy. Studies indicate that there is a direct relationship between the successful organizations of festivals and the numb...
The Competitive pricing in marina business: Exploring relative price position and price fluctuation
Competitive pricing is considered to be a very important part of revenue management, a management instrument that enables selling right products and services to the customers at the prices that will produce highest reven...
Traveler segmentation through Social Media for intercultural marketing purposes: The case of Halkidiki
This paper aims to present a methodology for the segmentation of travelers by studying social media profiles and extracting information on their preferences and demographic traits. Through the study of the sample’s socia...
Interaction from tourism development in Port-au-Prince, Haiti
Intensive or inadequate management of tourism and related development may affect the nature, integrity and the dominant features of an area. Local communities hosting tourism often are the weaker link which interacts wit...