Year 2020, Volume 12 , Issue 1, Pages 123 - 158 2020-08-21

ANTECEDENTS AND CONSEQUENCES OF CUSTOMER PARTICIPATION IN MARINE TOURISM
DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI

Elif KOÇ [1] , Durmuş Ali DEVECİ [2] , Cansu YILDIRIM [3]


Companies have recently included their customers in service production and delivery processes and recognize them as part of value creation activities and a source of business. At this point, many studies in service research have focused on the concept of customer participation. Marinas are relevant to service businesses operating in the marine tourism industry. In this sector, where competition is rapidly increasing, marina enterprises strive to exhibit higher service performance by benefiting from customers' thoughts, knowledge and skills. This study aimed to guide future studies on customer participation in the context of marina services. First, extant literature was systematically reviewed, and the precursors and results of the customer participation mentioned in the current literature were revealed. Later, considering the literature review findings and expert opinions, a conceptual framework is presented for studies that will address customer participation from the customer perspective (yacht owner or yacht users) in the marina industry. In the theoretical framework, the concepts that can be examined as the antecedents of customer participation have been gathered under three groups: "customer-related", "company-related" and "industry-specific". The outcomes of the participation are similar to those in the current literature as the results of service processes.. This study is a pioneering study to understand the roles, behaviours and participation trends of customers in the marine tourism industry and to guide businesses in determining marketing strategies.
İşletmeler son zamanlarda hizmet üretim ve sunum süreçlerine müşterilerini dahil etmekte, onları değer yaratma faaliyetlerinin bir parçası ve işletmenin bir kaynağı olarak görmektedir. Bu noktada, hizmet araştırmalarında birçok çalışma müşteri katılım kavramı üzerinde yoğunlaşmıştır. Marinalar, deniz turizmi alanında faaliyet gösteren önemli hizmet işletmeleridir. Rekabetin hızla arttığı bu sektörde marina işletmeleri, müşterilerin düşünce, bilgi ve becerilerinden faydalanarak daha yüksek hizmet performansı sergileme çabasındadırlar. Bu çalışma, marina hizmetleri bağlamında müşteri katılımı ile ilgili gelecekte yapılacak çalışmalara yol göstermeyi amaçlamıştır. İlk önce mevcut literatür sistematik şekilde taranmış, mevcut yazında bahsedilen müşteri katılımının öncülleri ve sonuçları ortaya koyulmuştur. Daha sonra; literatür taraması bulguları ve uzman görüşleri göz önünde bulundurularak, marina endüstrisinde müşteri perspektifinden (yat sahibi veya yat kullanıcıları) müşteri katılımını ele alacak çalışmalar için kavramsal bir çerçeve sunulmuştur. Kavramsal çerçevede; müşteri katılımının öncülleri olarak incelenebilecek kavramlar “müşteri ile ilgili”,“işletme ile ilgili” ve “endüstri özelinde” olmak üzere üç grup altında toplanmıştır. Katılımın sonuçları ise, mevcut yazında hizmet süreçlerinin sonuçları olarak yer alan hususlarla benzerlik göstermektedir. Bu çalışma, deniz turizmi endüstrisinde müşterilerin rollerini, davranışlarını ve katılım eğilimlerini anlamak ve işletmelere pazarlama strarejileri belirleme hususunda yol gösterici olmak amacıyla yapılacak çalışmalar için öncü bir çalışmadır.
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Primary Language tr
Subjects Science
Journal Section Articles
Authors

Orcid: 0000-0002-0235-086X
Author: Elif KOÇ (Primary Author)
Institution: BANDIRMA ONYEDİ EYLÜL ÜNİVERSİTESİ, DENİZCİLİK FAKÜLTESİ
Country: Turkey


Orcid: 0000-0001-8348-073X
Author: Durmuş Ali DEVECİ
Institution: DOKUZ EYLÜL ÜNİVERSİTESİ, DENİZCİLİK FAKÜLTESİ
Country: Turkey


Orcid: 0000-0003-1061-9854
Author: Cansu YILDIRIM
Institution: DOKUZ EYLÜL ÜNİVERSİTESİ, DENİZCİLİK FAKÜLTESİ
Country: Turkey


Dates

Publication Date : August 21, 2020

Bibtex @research article { deudfd775111, journal = {Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi}, issn = {1309-4246}, eissn = {2458-9942}, address = {}, publisher = {Dokuz Eylul University}, year = {2020}, volume = {12}, pages = {123 - 158}, doi = {10.18613/deudfd.775111}, title = {DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI}, key = {cite}, author = {Koç, Elif and Deveci̇, Durmuş Ali and Yıldırım, Cansu} }
APA Koç, E , Deveci̇, D , Yıldırım, C . (2020). DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI . Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi , 12 (1) , 123-158 . DOI: 10.18613/deudfd.775111
MLA Koç, E , Deveci̇, D , Yıldırım, C . "DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI" . Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi 12 (2020 ): 123-158 <https://dergipark.org.tr/en/pub/deudfd/issue/56235/775111>
Chicago Koç, E , Deveci̇, D , Yıldırım, C . "DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI". Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi 12 (2020 ): 123-158
RIS TY - JOUR T1 - DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI AU - Elif Koç , Durmuş Ali Deveci̇ , Cansu Yıldırım Y1 - 2020 PY - 2020 N1 - doi: 10.18613/deudfd.775111 DO - 10.18613/deudfd.775111 T2 - Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi JF - Journal JO - JOR SP - 123 EP - 158 VL - 12 IS - 1 SN - 1309-4246-2458-9942 M3 - doi: 10.18613/deudfd.775111 UR - https://doi.org/10.18613/deudfd.775111 Y2 - 2020 ER -
EndNote %0 Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI %A Elif Koç , Durmuş Ali Deveci̇ , Cansu Yıldırım %T DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI %D 2020 %J Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi %P 1309-4246-2458-9942 %V 12 %N 1 %R doi: 10.18613/deudfd.775111 %U 10.18613/deudfd.775111
ISNAD Koç, Elif , Deveci̇, Durmuş Ali , Yıldırım, Cansu . "DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI". Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi 12 / 1 (August 2020): 123-158 . https://doi.org/10.18613/deudfd.775111
AMA Koç E , Deveci̇ D , Yıldırım C . DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI. Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi. 2020; 12(1): 123-158.
Vancouver Koç E , Deveci̇ D , Yıldırım C . DENİZ TURİZMİNDE MÜŞTERİ KATILIMININ ÖNCÜLLERİ VE SONUÇLARI. Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi. 2020; 12(1): 123-158.