Turkish Tourism Research Articles

Total quality management and business excellence in services: The implications of all-inclusive pricing system on internal and external customer satisfaction in the Turkish tourism market

This study explores the influence of an all-inclusive pricing system on Total Quality Management and Business Excellence in the Turkish tourism market, from both employee and customer satisfaction perspectives, within the framework of the Business Excellence (Kanji, 1998) and SERVQUAL (Parasuraman et al., 1988) models. Based on key informant interviews with tour operators and hotel managers, as well as surveys of employees and interviews with customers at four- and five-star hotels, this study establishes that, if not wisely administered, the adoption of an all-inclusive pricing system may lead to a decline in employee satisfaction, customer perception of overall service quality, and finally, in customer satisfaction.

Customer relationship management in small–medium enterprises: The case of Turkish tourism industry

In this study, the factors influencing the implementation of customer relationship management (CRM) at small and medium-sized tourism enterprises in Cappadocia were analyzed. The findings of the research indicate that communication-distribution infrastructure, business dynamics, customer relations and innovation-quality factors affect CRM. Business dynamics plays an especially critical role in customer relations. It was also determined that the most important barriers to small and medium-sized enterprises (SMEs) in the tourism sector are inadequate supporting budgets, lack of senior management commitment to CRM and poor communication.

Turkish Tourism at the Door of Europe: Perceptions of Image in Historical and Contemporary Perspectives

Turkish Tourism at the Door of Europe: Perceptions of Image in Historical and Contemporary Perspectives

New product development in the Turkish tourism market: the case of football tourism

Turkish tourism industry is mainly dependent on international tourists visiting the country in the summer season for sun and sea tourism. Given the vulnerability of the Turkish tourism industry and the fact that there are recent trends which influence tourism demand, an urgent need arises to diversify tourism products in the Turkish tourism industry. It is established that sport tourism may offer product diversification opportunities for the Turkish tourism market. The paper primarily explores the main criteria used by football teams in selecting a region and accommodation establishment for holding their training camps. It is established that although this sport tourism activity has a significant potential, it may not be easy to establish a competitive advantage for the business firms involved.

The examination of ILO norms in the labour market of tourism sector

In resolving the social and economic problems within the global dimension, countries try to realize social policies according to ILO norms, because nowadays many factors influence the future of the labour movement. Turkey became a member of ILO in 1932 and approved 40 conventions of this organization. Despite the approved conventions, the Turkish social security system has still some problems. Besides that, the tourism sector plays a very important economic role for the Turkish economy. In this research, we tried to carry out the application of ILO norms in the Turkish tourism sector, because the norms are important steps to be realized in the course of E. U. membership for Turkey. This work was supported by the Research Fund of the Istanbul University. Project Number: 1605/30042001.

A profile of Turkish tourism

Tourism has been playing an important role in the Turkish economy since 1980. The year 1983 was the turning point for Turkish tourism in the national and international tourism market. Since 1980, the share of tourism receipts in relation to Turkey's gross national product and export has been increasing. In this viewpoint, the place of tourism in the Turkish economy is examined. Results show that Turkish tourism has been developing steadily.

Transforming hotels into learning organisations: a new strategy for going global

Organisational learning and the learning organisation are concepts that have attracted a considerable amount of attention over the last two decades. This paper provides an analysis and evaluation of the main perspectives on organisational learning, particularly in relation to hotels as service sector organisations. The issues involved are an evaluation of the transformation process of a hospitality organisation and the key success factors to becoming a learning organisation in order to develop and maintain a competitive advantage within the global challenge. It identifies the issues which appear to be of prime importance when introducing organisational learning into hotels. The focus of this paper will be on the key points of the Turkish tourism sector's strengths and weaknesses in the adventure of becoming a learning organisation. Following of a literature review within which different characteristics of the service sector will be summarised learning organisation issues pertaining to Turkey will be discussed. This paper aims to discover future opportunities for the sustainable development of Turkish Tourism. However, this paper also maintains that, although organisational learning may be an important factor in building an organisation's competitiveness, by itself, it cannot guarantee success in today's fiercely competitive markets.

A Framework for a National Tourism Information System of Turkey

ABSTRACT Throughout the world, information plays an important role in decision-making, as well as problem solving in business. Information systems are widely used for collection and dissemination of information. Due to the complex set of interrelationships between people, places and products that information involves, tourism is one of the areas in which technology-based information systems are commonly used. Turkey has a great potential in tourism industry. However, she has problems in collecting and disseminating tourism information. A research project has been activated to explore the existing tourism information, computer infrastructure and tourism information needs of Turkish tourism organizations. Furthermore, it is also aimed to gain insights into the preferences for the organizational aspects of a national tourism information system. As a result of this research, an organizational model for development and management of a National Tourism Information System for Turkey is proposed.

Comparative performance analysis: Tourists’ perceptions of Turkey relative to other tourist destinations

As a result of ever-intensifying competition, destination managers are increasingly in need of comparative information in order to identify their relative product strengths and weaknesses, a critical step in formulating appropriate competitive actions. It is highly likely that tourism destinations failing to pay attention to the performance delivered by their competitors, not knowing their own potential shortcomings in service delivery, and overlooking the improvement of tourist experience and satisfaction stand to lose their market share. Focusing on Turkish tourism, this study aimed to provide destination managers with exploratory insights into what tourists regarded as the components of a satisfying holiday experience and how tourists perceived the destination performance relative to other destinations. A modified experience-based framework was adopted in order to understand tourists’ perceptions of the destination relative to other destinations, and whether experiences with other destinations affected their present holiday evaluation. The study found that tourists might judge the destination’s performance on a set of attributes, some being more tangible, and some being relatively more important. The relation found between tourists’ perceptions of other destinations and their evaluation of the current holiday suggests that what other destinations have to offer might affect tourists’ current satisfaction judgments and their future behavioural intentions. Managerial implications of the study are discussed.

Managing customer satisfaction and retention: A case of tourist destinations, Turkey

Focusing on Turkish tourism, this exploratory research set out to provide destination managers and marketers with an analytic insight into how repeat and first-time visitors develop their satisfaction and return intention judgments. The results showed that the first-time and repeat visitor groups develop their return intention and satisfaction based on slightly different aspects of holiday destination. While both the first-time and repeat visitors commonly regard quality of food, quality of accommodation, hospitality and safety as a reason to come back, they consider different additional services to develop their return intentions. The repeat visitors were also found to promise more future business than first-time visitors do. Marketing implications of the study are discussed.

Developing human resources for Turkey's tourism industry in the 1990s

One of the most important issues facing the further development of the Turkish tourism industry is the quality of its supply of indigenous trained personnel. Despite a spectacular increase in the size of the Turkish tourism industry over the last decade there is a danger that this growth will not be sustainable owing to the increasing shortage of skilled staff. In recognition of this the Turkish government has initiated a strategy to strengthen the provision of hospitality/tourism education and training through the development of a National Hospitality Management Curriculum and National Training Awards. It is these initiatives which are discussed in this article.

Defense Logistics Agency Publishing System (DLAPS): Defense Logistics Agency publications, manuals and hardware. U.S. Defense Logistics Agency

The main purpose of this study is to detect and analyze the minimum turnover in Turkish tourism sector regarding sociodemographic, professional, business and geography specialties of the workers. The ratio of the sum of the staff who changes only once in a year in one position in one business and the total number of the staff who work during the same period is expressed with minimum turnover rate and a new perspective is introduced to the literature. In the study, data belonging to a total of 5764 wageworkers who work at lodging companies, travel agencies and tour operators with food and beveragefirms are used. Data are imported from the data set of 2011 Household Labor Survey (HLS) from Turkish Statistical Institute and are subjected to Cross-tabs, Chi-Square, Annova and T-test analysis by SPSS software program. It is found that there are significantdifferences between turnover rate and sociodemographic, professional, business and geographical characteristics.

A National Hospitality Curriculum for Turkey

The article describes the process of developing a national curriculum for the Turkish tourism industry, undertaken on behalf of the Council for Higher Education, Turkey, and funded through the World Bank. The account paints a broad picture of the developing Turkish tourism industry and assesses the training needs. A brief account is given of the actual curriculum structure finally adopted.

Beach Holidays—An Innovation in Turkish Tourism

Seaside holidays by the native population are a recent development in Turkey. They are replacing or supplementing the age-old tradition of holidays in the mountains. Hotels being still too expensive for Turkish families, simple wooden huts ate the most common form of accommodation. Some coastal strips near bigger cities have already been completely occupied. Building co-operatives have started to erect secondary homes, too. In some important tourist areas international tourism develops side by side with traditional forms and ways of holiday-making.

Survey of Turkish Tourism Industry. ErolManisali and Sukru Yarcan. Middle East Business and Banking, Bolahenk Sokak, 18/3 Findikli, Istanbul, Turkey. 1987. 64p

Survey of Turkish Tourism Industry. ErolManisali and Sukru Yarcan. Middle East Business and Banking, Bolahenk Sokak, 18/3 Findikli, Istanbul, Turkey. 1987. 64p