Platform coopetition in the tourism industry:<i>conflicts and tensions caused by the closure of Booking.com in Turkey</i>

Bilbil, Ebru Tekin

doi:10.1080/13683500.2018.1461199

Cited by 20 publications

(11 citation statements)

References 71 publications

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“…Interestingly, some consumers blamed OTAs even though the cause of their dissatisfaction lied with third-party merchants. This finding aligns with Tekin Bilbil’s (2019) proposition that OTAs are blamed more often by tourists, as they serve as comprehensive platforms and take full responsibility for every segment. Traditionally, group package tours have been the preferred travel mode of Chinese tourists, especially when travelling abroad (Wang et al , 2007).…”

Section: Resultssupporting

confidence: 85%

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Crisis information, communication strategies and customer complaint behaviours: the case of COVID-19

Liu

Chen

et al. 2021

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Purpose The outbreak of the COVID-19 pandemic plunged global tourism into a huge crisis in 2020. China was confronted with a wave of cancellations by tourism consumers due to COVID-19 and tourist complaints rose dramatically during this period. Although tourism enterprises have quickly introduced measures in response, the effectiveness of targeted policies is expected to be evaluated. Concerned about this phenomenon, this study aims to provide insights into the dim prospects of the tourism industry and to bridge the gap between tourists and enterprises. Design/methodology/approach The current study adopts a two-step method that combines automatic and manual content analysis to contrastively analyse 647 complaints from the Sina platform and the measures of five online travel agencies (OTAs) taken to deal with COVID-19. Findings The results reveal that the COVID-19-related information and policies issued by official departments had a promoting effect on tourist complaints. OTAs were the main target of complainers, and three themes of complaints were identified, namely, cancellation barriers, refund barriers and customer relationship management. Although tourism enterprises’ policies covered most dimensions of the three themes, more detailed and mutually beneficial policies need to be formulated in the face of a new round of cancellations. Originality/value This research attempts to investigate tourism customer complaint behaviours in the case of COVID-19 and to provide tourism enterprises receiving different complaints with practical insights into crisis management. It contributes to simultaneously minimizing business losses and maintaining customer relationships in the service industry, improving the industry’s performance under potential crises in the future.

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Section: Resultssupporting

confidence: 85%

“…Ctrip and Qunar) and online booking platforms (e.g. Airbnb and Agoda) are two categories of digital service platforms in the tourism industry (Amaro et al , 2019; Tekin Bilbil, 2019). As intermediaries between customers and suppliers, they offer search, reservation, payment, comment and recommendation functions (Gössling et al , 2018).…”

Section: Discussionmentioning

confidence: 99%

Crisis information, communication strategies and customer complaint behaviours: the case of COVID-19

Liu

Chen

et al. 2021

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“…Prior studies identify several such common challenges: competitive disadvantage due to peripheral location (Kylänen and Rusko 2011), competition among destinations at a national (Wang and Krakover 2008) and international level (Della Corte and Aria 2016), effective promotion (Abrate et al 2019), generating additional value for tourists in a ski destination in view of attracting them and prolonging their stays (Falk 2017), integrating online and offline channels to attract new customers to hotels (Y. W. Chang, Hsu, and Lan 2019), facing discontinuities in online platform operations (Tekin Bilbil 2019), or adapting travel agency practices to long-term evolution of the operating environment (Fong, Wong, and Hong 2018). By collaborating with those who face the same challenges, tourism firms are found to be more effective, and their individual performance can be significantly increased.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Competitor Perceptions in Tourism Coopetition

Czakon

Czernek-Marszałek

2020

Journal of Travel Research

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Our study aims at understanding how coopeting tourism managers perceive their competitors. Competitor perceptions are consequential because they have implications for interfirm relationships. Collaboration with competitors offers benefits otherwise unattainable, such as improved destination marketing, more successful attracting of tourists, increased tourism product complexity, and better service, but is used to various degrees by tourism firms. We use a purposeful sampling procedure for maximum heterogeneity to select interviewees from Polish tourism DMO member firms. We inductively code and thematically group their perceptions to find that tourism managers develop a detailed understanding of collaboration with competitors and precisely identify their competitors, but interpret this so as to either facilitate collaboration or to remain in rivalrous mode, depending on their behavioral disposition. We propose a framework for developing perceptions with mindsets in a pivotal role.

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“…A next example of ethical issues not clearly present in the debate is that of the negative externalities of hospitality and tourism, manifest in tensions between residents and visitors because of cultural unsustainability—tourist visits alter the visited site or event—but also because a commodification process assigns ownership to what used to be unowned and for common use (Greenwood, 2004; Harvey, 2012; MacCannell, 2001; Oskam, 2020b). Internet platforms that address market failures have given rise to discussions around the fairness of their practices (Anderson, 2011; Edelman, 2014; Nicolau and Sharma, 2019; Oskam and Zandberg, 2016; Sharma and Nicolau, 2019; Tekin Bilbil, 2019). The appearance of “home-sharing” platforms has added multiple issues to the ethical debate, such as fair competition, rent inflation for residents and the truthfulness of marketing claims (Arias Sans and Quaglieri, 2016; Buhalis et al , 2020; Grisdale, 2019; Oskam, 2020a; Simcock, 2021), or their advocated self-regulation with its implications for legal protection for workers, consumers and other stakeholders, leading to excesses such as racial discrimination (Edelman and Luca, 2014; Gilheany et al , 2015; Kakar et al , 2017).…”

Section: Discussionmentioning

confidence: 99%

A systematic review of ethical issues in hospitality and tourism innovation

Oskam

Visser-Amundson²

2022

JHTI

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PurposeThe purpose of this paper is to identify the state of academic research on ethical issues connected to innovation in hospitality. Through a systematic review of the literature on this topic, the authors aim to offer a synthesis of research approaches and to provide proposals for future research.Design/methodology/approachThe authors conducted searches in four different databases, to select articles based on the inclusion criteria: the articles should combine the topics of innovation and hospitality/tourism and have been published between 2011 and 2021. Through an iterative screening process, the authors selected 71 research articles.FindingsThis paper distinguishes two categories of approaches to the topic: a first and predominant approach in which innovations are derived from evolving ethical insights and a more dispersed second category that explores the ethical implications of innovations. In the first category, articles about ethical leadership represent the greatest number, followed by those about corporate social responsibility (CSR). Almost half of the papers studied followed qualitative methods.Research limitations/implicationsThe authors argue that the prevalent perspective represents a specific interpretation of the social role of private companies, but that the ethical effects of commercial or technological innovations deserve more attention. Despite a rigorous procedure in reviewing the literature systematically, they also discuss that there are multiple relevant debates that do not refer explicitly to ethical aspects, but that should be included in the topic.Practical implicationsAddressing the research gaps in ethics and innovation in hospitality must provide practitioners with an understanding of the ramifications of their innovations and with criteria for ethical decision-making.Social implicationsThe current orientation of the debate underscores ethical innovations in hospitality and tourism, whilst ethical risks of other developments in these industries may remain understudied.Originality/valueThis review updates earlier reviews of ethical issues in hospitality and tourism, whilst the link to innovation and the distinction of two categories, based on the causal direction between ethical considerations and innovation, identify an imbalance in the study of the topic.

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Platform coopetition in the tourism industry:conflicts and tensions caused by the closure of Booking.com in Turkey

Cited by 20 publications

References 71 publications

Crisis information, communication strategies and customer complaint behaviours: the case of COVID-19

Crisis information, communication strategies and customer complaint behaviours: the case of COVID-19

Competitor Perceptions in Tourism Coopetition

A systematic review of ethical issues in hospitality and tourism innovation

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