Otel İşletmelerine Yönelik E-Şikâyetlerin İçerik  Analizi ile İncelenmesi: Kuşadası 5 Yıldızlı Otel  İşletmeleri Örneği

Ayyıldız, Ahu Yazıcı; Baykal, Muhammed

doi:10.26466/opus.785657

Cited by 4 publications

(1 citation statement)

References 12 publications

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“…As explained below, the hospitality industry poses challenges for managers in terms of problem-solving. Due to the general service characteristics such as inseparability and heterogeneity, and the fact that the intensity and frequency of interaction between staff and customers are high in the hospitality industry, the likelihood of problems occurring is also high (Koc, 2019; Yazici-Ayyildiz and Baykal, 2020). Failing to solve the problems may have detrimental outcomes.…”

Section: Introductionmentioning

confidence: 99%

Problem-solving abilities of managers: inflated self-efficacy beliefs

Koç

Yürür

Özşahin

2022

JHTI

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PurposeThis study compared the results of self-report and ability-based tests of problem-solving abilities of 144 hospitality managers working at hotels and restaurants through an online survey. In the first stage of the study, the managers were asked to fill in the self-report problem-solving ability scale by Tesone et al. (2010). In the second stage of the study, the managers were asked to respond to questions in a case-study-based problem-solving test.Design/methodology/approachProblem-solving is a key aspect of business process management. This study aims to investigate and compare hospitality managers' actual and claimed (self-report) problem-solving abilities. A lack of unawareness of the actual level of skills may be an important problem as managers who tend to have inflated self-efficacy beliefs are less likely to allocate resources, e.g. time, money and effort, to develop a particular skill or ability they lack. They are also more likely to take risks regarding that skill or ability.FindingsThe results of the study showed that there was a major difference between the results of the self-report test and the actual test. This meant that the managers who participated in the study had inflated self-efficacy beliefs regarding their problem-solving abilities, i.e. they operated under the influence of the Dunning–Kruger effect. The study showed that self-report tests that are commonly used in businesses in recruitment and promotion may not provide a correct level of people's abilities. In general, managers who have inflated self-efficacy beliefs are less likely to be interested in developing a particular skill due to the overconfidence arising from their inflated self-efficacy beliefs. The study showed that managers were less likely to allocate resources, e.g. time, money and effort, to develop a particular skill they lack and are more likely to take risks regarding that particular skill.Practical implicationsManagers in the hospitality industry appear to lack problem solving-abilities. While the hospitality managers assigned high marks for their problem-solving abilities in a self-report problem-solving scale and appeared to be performing significantly good overall in problem-solving, they performed poorly in an actual problem solving exercise. It is recommended that businesses rather than depending on self-report problem-solving scales, they should resort to ability-based scales or exercises that actually measure managers' problem-solving abilities. Also, as managers who had formal tourism and hospitality education performed poorly, tourism and hospitality programme managers at universities are recommend to review their syllabi and curriculum so as to help support their graduates' problem-solving abilities.Originality/valueThe study is original as no previous study compared managers' problem-solving abilities by using self-report and ability-based tests. The study has implications for researchers in terms of developing knowledge, ability and skill-based scales in the future. The study has also significant practical implications for the practitioners.

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Section: Introductionmentioning

confidence: 99%

Problem-solving abilities of managers: inflated self-efficacy beliefs

Koç

Yürür

Özşahin

2022

JHTI

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Examination of complaints during the pandemic process: A research on five-star hotels operating in Antalya

ÇELEBİ

Dalgıç

2022

Journal of Tourism Theory and Research

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Hotel businesses, which have obtained a safe tourism certificate by fulfilling the mandatory practices, have endeavored to meet and satisfy the expectations of their guests. In this context, in this research, it is aimed to reveal the complaint elements through comments. For this purpose, the comments entered on the "Tripadvisor" site between 01.05.2020 and 01.01.2021 by the guests of five star hotel businesses that continue their activities in the coastal areas of Antalya province by obtaining a "safe tourism certificate" were examined. Obtained 5949 comments were analyzed by descriptive analysis method. As a result of the analyses, the complaints were grouped under four categories as "guest-related", "management-related", "cleaning-related" and "service-related". Considering the complaints, it can be recommended that the legal authorities increase their supervision and that the hotel managers frequently check the internal practices.

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Türkiye’de Konaklama Endüstrisinde Kurumsal Değişime Yol Açan Olaylar Üzerine Kavramsal Bir Analiz

Genç,

Elber Börü

2024

Kocaeli Üniversitesi Sosyal Bilimler Dergisi

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Çalışmanın amacı, Türkiye’deki konaklama endüstrinde kurumsal değişime yol açan olayları ortaya çıkarmaktır. Amaca yönelik olarak alan yazını incelemesine dayalı, kavramsal bir analiz ile son on beş yıllık dönemi kapsayacak şekilde literatür taraması yapılmıştır. Araştırma bulguları, ekonomik ve doğal olayların konaklama endüstrisinde kurumsal değişim yaratacak düzeyde etkisi olmadığı sonucunu ortaya çıkarmıştır. Ayrıca Türkiye’de konaklama işletmelerini etkileyen yakın dönemli olaylarda güvenlik ile ilgili faktörler (Covid-19, terör ve savaş faaliyetleri) ile birlikte bilişim ve bilgi teknolojilerindeki gelişmelerin önemli etkisi olduğu göze çarpmaktadır. Çalışmanın sonuçları, turizm ve konaklama endüstrisini etkileyebilecek potansiyel olayları somut olarak ortaya koyabilmek adına sektör açısından önem arz etmektedir. Diğer taraftan, ortaya konulan bulguların hem turizm hem de yönetim ve organizasyon alan yazınlarına katkı sağlayacağı düşünülmektedir.

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Otel İşletmelerine Yönelik E-Şikâyetlerin İçerik Analizi ile İncelenmesi: Kuşadası 5 Yıldızlı Otel İşletmeleri Örneği

Cited by 4 publications

References 12 publications

Problem-solving abilities of managers: inflated self-efficacy beliefs

Problem-solving abilities of managers: inflated self-efficacy beliefs

Examination of complaints during the pandemic process: A research on five-star hotels operating in Antalya

Türkiye’de Konaklama Endüstrisinde Kurumsal Değişime Yol Açan Olaylar Üzerine Kavramsal Bir Analiz

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