• English
    • Türkçe
  • English 
    • English
    • Türkçe
  • Login
View Item 
  •   DSpace Home
  • Akademik Arşiv / Institutional Repository
  • Turizm Fakültesi / Faculty of Tourism
  • Turizm İşletmeciliği Bölümü / Department of Tourism Management
  • View Item
  •   DSpace Home
  • Akademik Arşiv / Institutional Repository
  • Turizm Fakültesi / Faculty of Tourism
  • Turizm İşletmeciliği Bölümü / Department of Tourism Management
  • View Item
JavaScript is disabled for your browser. Some features of this site may not work without it.

Managing the intercultural differences in guest relations management

Thumbnail
Date
2019
Author
Başer, Gözdegül
Metadata
Show full item record
Abstract
Today, customer relations has become a field of great interest since hotels aim to attain customer satisfaction. One of the greatest challenges facing hotel organizations today is the ever growing volume and pace of competition (Kandampully and Suhartanto, 2000). This fact urges hotel management to give higher priority for guest relations management. Highly satisfied customers are much more loyal than satisfied customers (Tepeci, 1999) Guest relations managers try to achieve highly satisfied customers. Customer loyalty is a concept that is in relation with mainly hotel image, brand loyalty and customer satisfaction. Loyal customers will also help promote the hotel by providing strong word-of –mouth, create business referals, provide references and serve on advisory boards (Bowen and Chien, 2008). A satisfied tourist not only comes again, but also “spreads the word” (Pizam and Mansfeld, 1999, p.212). The satisfied guests may lead to “loyal customers”. Within the hospitality context, there is intense interest in identifying the factors that determine guest loyalty to hotels because it is generally believed that loyal customers lead to greater profitability. (Martinez and Bosque, 2013). The purpose of this study is to search how the guest relations managers manage the intercultural differences. For this purpose, a qualitative survey is done with guest relations managers from 5 star hotels in Antalya. The findings and results are not listed as the study has been going on and will be finalized in two weeks’ time.
URI
http://hdl.handle.net/20.500.12566/139
Collections
  • Turizm İşletmeciliği Bölümü / Department of Tourism Management

DSpace software copyright © 2002-2016  DuraSpace
Contact Us | Send Feedback
Theme by 
Atmire NV
 

 




sherpa/romeo


Browse

All of DSpaceCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsTypeABU AuthorWOSScopusPubMedTRDizinErişimThis CollectionBy Issue DateAuthorsTitlesSubjectsTypeABU AuthorWOSScopusPubMedTRDizinErişim

My Account

LoginRegister

DSpace software copyright © 2002-2016  DuraSpace
Contact Us | Send Feedback
Theme by 
Atmire NV
 

 


|| Library || Antalya Bilim Üniversitesi || OAI-PMH ||

Antalya Bilim Üniversitesi Kütüphane ve Dokümantasyon Müdürlüğü, Antalya, Turkey
İçerikte herhangi bir hata görürseniz, lütfen bildiriniz: acikerisim@antalya.edu.tr

DSpace Repository:


DSpace 6.4-SNAPSHOT

Gemini Bilgi Teknolojileri A.Ş tarafından destek verilmektedir.