OTEL YÖNETİCİLERİNİN OTEL DEĞERLENDİRME SİTELERİNE YÖNELİK TUTUMLARI ÜZERİNE BİR ARAŞTIRMA

Murat Yetkin; Engin Üngüren; Yaşar Yiğit Kaçmaz

doi:10.17130/ijmeb.20162819848

A RESEARCH ON THE ATTITUDES OF HOTEL MANAGERS TOWARDS HOTEL REVIEW SITES

Year 2016, Volume: 12 Issue: 28, 99 - 122, 01.04.2016

Murat Yetkin Engin Üngüren Yaşar Yiğit Kaçmaz

https://doi.org/10.17130/ijmeb.20162819848

Cited By: 1

Abstract

The aim of this paper is to disclose the attitudes of hotel managers towards the hotel review sites. The survey has been conducted in Alanya town borders. Large part of Alanya economy bases on tourism and tourism related sectors. The result of the analysis shows that the attitudes of hotel managers towards hotel review web sites can be examined in six dimensions. This dimensions are named as “Reliability Problem and Unethical Practices”, “Service Quality Improvement and Performance Indicator”, “Accuracy of Reviews and Information”, “Threat Tool”, “Effect on Sales and Image”, “Manipulation of Hotels”

Keywords

Hotel Review Sites, Tourism 2.0

References

Al-Balushi, M., & Atef, T. (2013). Online social networks impact on potential travellers’ tourism and hospitality choices. European Journal of Tourism, Hospitality and Recreation, 4(1), 69-102.
Anderson, C. (2012). The impact of social media on lodging performance. Cornell Hospitality Report, 12(15), 1-14.
Ayeh, J. K., Au, N., & Law R. (2013). Predicting the intention to use consumer-generated media for travel planning. Tourism Management, 35, 132-143.
Beldarrain, Y. (2006). Distance education trends: İntegrating new technologies to foster student interaction and collaboration. Distance Education, 27(2), 139–153.
Browning, V., So, K. K. F., & Sparks, B. (2013). The influence of online reviews on consumers’ attributions of service quality and control for service standards in hotels. Journal of Travel & Tourism Marketing, 30, 23-40.
Buhalis, D., & Licata, M. (2002). The future eTourism intermediaries. Tourism Management, 23, 207–220.
Buhalis, D., & Law, R. (2008). Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research. Tourism Management, 29, 609–623.
Chen, Y. (2008). Herd behavior in purchasing books online. Computers in Human Behavior, 24, 1977-1992.
Comscoredatamine. (2013). Erişim Tarihi: 12.06.2013, http://www.comscoredatamine. com/2013/01/how-much-time-do-europeans-spend-on-travel-sites/
CRT. (2013). Erişim Tarihi: 20.06.2013, http://www.crt.dk/UK/staff/chm/trends.htm
Dutton, H., & Helsper, E. (2007). Oxford internet survey 2007 report: The internet in Britain. http://dx.doi.org/10.2139/ssrn.1327033
European Commision. (2013). Erişim Tarihi: 21.06.2013, http://ec.europa.eu/internal_market/ ecommerce/docs/communication2012/SEC2011_1641_en.pdf
Eurostat. (2014). Internet purchases by indivuals. Erişim Tarihi: 09.12.2014, http://appsso. eurostat.ec.europa.eu/nui/show.do?dataset=isoc_ec_ibuy&lang=en
Export.gov. (2014). Erişim Tarihi: 09.12.2014, http://export.gov/northcarolina/build/groups/ public/@eg_us_nc/documents/webcontent/komarketingpresentation065541.pdf
Field, A. (2002). Discovering statistics using SPSS. London. UK: Sage Publications Ltd.
Gonzalez, S. M., Gidumal, J. B., & Valvarcel, B. G. L. (2013). Online customer reviews of hotels: as participation increases, better evaluation is obtained. Cornell Hospitality Quarterly, 54(3), 274-283.
Gretzel, U., & Yoo, K. H. (2008). Use and impact of online travel reviews. İçinde P. O’Connor, W. Hopken & U. Gretzel (ed.), Information and Communication Technologies in Tourism. New York, USA: Springer.
Hotelmarketing. (2014). TripAdvisor study reveals key factors driving hotel engagement. Erişim Tarihi: 09.12.2014, http://hotelmarketing.com/index.php/content/article/ tripadvisor_study_reveals_key_factors_driving_hotel_engagement
Huang, J. H., & Chen, Y. F. (2006). Herding in online product choice. Psychology & Marketing, 23(5), 413-428.
ITU. (2013). ICT facts and figures. Erişim Tarihi:09.12.2014, http://www.itu.int/en/ITU-D/ Statistics/Documents/facts/ICTFactsFigures2013-e.pdf
Kamaruzaman, K., & Handrich, Y. (2010). E-commerce adoption in Malaysia: Trends, issues and opportunities. ICT Strategic Review 2010/11 – E-Commerce for Global Reach, 89 – 134.
Kaplan, A., & Haenlien, M. (2010). Users of the world, unite the challenges and opportunities of social media. Business Horizons, 53, 59-68.
Kayri, M. (2007). Araştırmalarda iki aşamalı kümeleme (two-step clustering) analizi ve bir uygulaması. Eurasian Journal of Educational Research, 28: 89-99.
Kılıç, B., & Ok, S. (2012). Otel işletmelerinde müşteri şikâyetleri ve şikâyetlerin değerlendirilmesi. Journal of Yasar University, 25(7), 4189-4202.
Kim, E., Mattila. A., & Baloğlu, Ş. (2011). Effects of gender and expertise on consumers’ motivation to read online hotel reviews. Cornell Hospitality Quarterly, 52(4), 399-406.
Kitapçı, O., Taştan, S., Dörtyol İ. T., & Akdoğan C. (2012). Ağızdan ağza çevrimiçi iletişimin otellerdeki oda satışlarına etkisi üzerine bir araştırma. Doğuş Üniversitesi Dergisi. 13(2), 266-274.
Kusumasondjaja, S., Shanka, T., & Marchegiani, C. (2012) Credibility of online reviews and initial trust: The roles of reviewer’s identity and review valence. Journal of Vacation Marketing, 18(3), 185–195.
Leung, D., Law R., Hoof H. V., & Buhalis D. (2013). Social media in tourism and hospitality: A literature review. Journal of Travel&Tourism Marketing, 30, 3-22.
Levy, S. E., Duan, W., & Boo, S. (2013). An analysis of one-star online reviews and responses in the Washington, D.C., Lodging Market. Cornell Hospitality Quarterly, 54(1), 49-63.
Li, H., Ye, Q., & Law, R. (2013). Determinants of customer satisfaction in the hotel ındustry: An application of online review analysis. Asia Pacific Journal of Tourism Research, 18(7). 784-802.
Luo. M., Feng, R., & Cai, L. (2004). Information search behavior and tourist characteristics. Journal of Travel & Tourism Marketing, 17(2-3), 15-25.
Mack, R., Blose, J., & Pan, B. (2008). Believe it or not: Credibility of blogs in tourism. Journal of Vacation Marketing, 14(2), 133–144.
Marcussen, C. H. (2009). Trends in European internet distribution of travel and tourism services. Erişim Tarihi: 20.06.2013, http://www.crt.dk/UK/staff/chm/trends.htm
Mauri, A. G., & Minazzi R. (2013). Web reviews influence on expactations and purchasing intentions of hotel potential customers. International Journal of Hospitality Management, 34, 99-107.
McCarthy, L., Stock, D., & Verma R. (2010). How travelers use online and social media channels to make hotel-choice decisions. Cornell Hospitality Report, 10(18).
Miguens, J., Baggio, R., & Costa, C. (2008, May). Social media and tourism destinations: Tripadvisor case study. Advances in Tourism Research, Aveiro, Portugal.
Munar, A. (2011). Tourist-Created content: Rethinking destination branding. International Journal of Culture, Tourism and Hospitaliy Research, 5(3), 291-305.
Nakip, M. (2003). Pazarlama araştırmaları teknikler ve (SPSS destekli) uygulamalar. Ankara: Seçkin Yayıncılık.
O’Connor, P. (2010). Managing a hotel’s image on tripadvisor. Journal of Hospitality Marketing & Management, 19, 754-772.
Özdamar, K. (1999). Paket programlarla istatistiksel veri analizi. Eskişehir: Kaan Kitabevi.
Schmallegger, D., & Carson, D. (2008). Blogs in tourism: Changing approaches to information exchange. Journal of Vacation Marketing, 14(2), 99–110.
Sigala, M. (2009). E-service quality and web 2.0: Expanding quality models to include customer participation and inter-customer support. The Service Industries Journal, 29(10), 1341– 1358.
Sparks, B. A., & Browning V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32, 1310-1323.
Sparks, B. A., Perkins, H. E., & Buckley, R. (2013). Online travel reviews as persuasive communication: The effects of content type, source, and certification logos on consumer behavior. Tourism Management, 39, 1-9.
Stringam, B., & Gerdes, J. (2010). An analysis of word-of-mouse ratings and guest comments of online hotel distribution sites. Journal of Hospitality Marketing & Management, 19(7), 773-796.
Şencan, H. (2005). Sosyal ve davranışsal ölçümlerde güvenilirlik ve geçerlilik. Ankara: Seçkin Yayınları.
Tavşancıl, E. (2002). Tutumların ölçülmesi ve SPSS ile veri analizi. Ankara: Nobel Yayıncılık.
Tayfun, A., Yıldırım, M., & Kaş, L. (2013). Turistlerin turistik ürün tercihlerinde ağızdan ağıza iletişimin rolü: Yerli turistler üzerine bir araştırma. Journal of Tourism and Gastronomy Studies, 1(2), 26-38.
Tekin, H. (1996). Eğitimde ölçme ve değerlendirme. 9. Baskı, Ankara: Yargı Yayınları.
TÜİK. (2014). Erişim Tarihi: 29.11.2015, http://www.tuik.gov.tr/PreHaberBultenleri. do?id=16198.
Ünal, S. (2011). Yeni ekonomide müşteri ilişkileri ve bilgi teknolojileri. İstanbul: Beta Yayıncılık.
Vermeulen, I., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30, 123–127.
Wang, Y., & Fesenmaier, D. (2004). Towards understanding members’ general participation in an active contribution to an online travel community. Tourism Management, 25, 709–722.
Worldbank. (2014). Internet users. Erişim Tarihi: 05.12.2014, http://data.worldbank.org/ indicator/IT.NET.USER.P2
Xiang, Z., & Gretzel, U. (2010). Role of social media in online travel information search. Tourism Management, 31, 179–188.
Xie. H., Miao. L., Kuo, P., & Lee. B. (2011). Consumers’ responses to ambivalent online hotel reviews: The role of perceived source credibility and pre-decisional disposition. International Journal of Hospitality Management, 30, 178–183.
Ye, Q., Law, R., Gu, B., & Chen, W. (2011). The influence of user-generated content on traveler behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings. Computers in Human Behavior, 27, 634-639.