Purpose – The aim of this paper is to identify tourists' perceptions of services provided by hotels in Antalya/Turkey and to explore hotel service quality dimensions. Specifically, the objectives are as follows: to identify the dimensions of hotel service quality, and to determine the relative impact of those dimensions on customer satisfaction levels, on customer value and on customers' intentions to recommend or revisit a hotel. Design/methodology/approach – The present study uses the framework which originally appeared in Juwaheer's study investigating international tourists' perceptions of hotels in Mauritius. In this framework ten hotel service quality dimensions were defined by factor analysis and then the most important dimensions for each component were determined using stepwise regression analysis. Findings – Of the ten hotel service quality dimensions, “tangibles” and “food quality and reliability” influence the customer satisfaction level the most. Customer value is explained by five dimensions which generate 37.8 percent of the variance. “Hotel employees and problem solving”, “transportation”, “food quality and reliability”, “climate and hygiene”, “level of price”, “tangibles”, “interaction with Turkish culture” and “friendly, courteous and helpful employees” are the main dimensions which affect whether a guest will recommend a hotel. “Tangibles”, “interaction with Turkish culture”, and “level of price” are seen as the most influential dimensions in terms of customers' intentions to revisit a hotel. Research limitations/implications – The basic limitation of the study is the unexplained variance, which is the result of the regression analysis. Therefore, future research should aim to determine the factors explaining that variance. Practical implications – In light of these findings, hotel managers in Antalya can better understand their guests' priorities and consequently, they can arrange their service encounter process accordingly to fulfill these priorities. Originality/value – This study presents potentially valuable information for hotel managers in Antalya with regards to understanding customer value and satisfaction, which are the key elements in terms of guests revisiting a hotel and recommending it to others. As providing an opportunity for a comparative study of service quality searches, this study contributes to the field.

Uzman Ahmet BAŞALP, Erciyes Üniversitesi, ahmetbasalp@erciyes.edu.tr ÖZETAraştırmanın temel amacı, duygusal zekânın satış elamanlarının müşteri odaklı olup olmamaları üzerine etkisi ve bunun da satış performansı üzerindeki etkisini belirlemektir. Çalışmada bu amaca ulaşmak için bir araştırma modeli ve hipotezler geliştirilmiş, geliştirilen model ve hipotezler yerli ve yabancı ilaç şirketlerinin satış elamanlarından oluşan 284 kişilik bir örnek üzerinde test edilmiştir. Modelin ve hipotezlerin testinde Yapısal Eşitlik Modeli ve ANOVA'dan yararlanılmıştır. Yapılan çalışma sonucunda, duygusal zekânın çok boyutlu yapısı ortaya konmuş, ayrıca, duygusal zekânın müşteri odaklılık ve satış performansı üzerinde önemli bir etkisi olduğu görülmüştür. Ayrıca, müşteri odaklılığın da satış performansı ile ilişkili olduğu görülmüştür. Elde edilen sonuçlar, tablo ve şekiller aracılığıyla ayrıntılarıyla sunulmuştur.Anahtar Kelimeler: Duygusal Zeka, Müşteri Odaklılık, Satış Performansı, Yapısal Eşitlik Modeli ABSTRACTThe main purpose of this study is to investigate whether the influence of emotional intelligence on sales persons makes them customer-focused or not, And If so the aim is to determine its influence on sales performance. A research

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