Research Article
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Other Tourists as Part of Tourism Product

Year 2021, Volume: 7 Issue: 2, 171 - 194, 27.12.2021
https://doi.org/10.26650/jot.2021.7.2.955253

Abstract

In the tourism services context, tourists receive services simultaneously with other tourists who consume services and share the same service environment with them. Therefore, other tourists in the service environment may have a positive and negative impact on the tourist’s service experience due to some of their appropriate or inappropriate behaviours. This may also affect the tourist’s subsequent purchasing behaviour. Hence, understanding the nature of tourist-tourist interactions (T2T) is important for the tourism industry. However, there are very limited studies on this issue in the literature. Therefore, this study was performed to explore incidents that cause satisfaction and disturbance of tourists during interactions, how these interactions occur, what levels, and in which places. Therefore, semi-structured interviews were conducted with 33 foreign tourists visiting Istanbul. In order to ensure the reliability and validity of the research, the data triangulation technique was used, and a focus group interview was employed with seven tourist guides. The findings revealed that the T2T interactions occurred directly and indirectly. Direct interactions consisted of spontaneous, superficial, and close interactions. Interactions occurred in service and public areas. Friendly, considerate, hostile, inconsiderate and rude, illegal and prohibited, offensive, and disgusting behaviours of other tourists caused the tourists’ satisfaction and disturbance.

Thanks

I would like to thank firstly my advisor Assoc. Prof. Gurel Cetin, and also Prof. Dr. Fusun Istanbullu Dincer, Prof. Dr. Orhan Akova, Prof. Dr. Derman Kucukaltan Prof. Dr. Oguz Turkay for their valuable contribution to this publication.

References

  • Huang, J., & Hsu, C. H. C. (2009). Interaction among fellow cruise passengers: diverse experiences and impacts. Journal of Travel Tourism Marketing, 26 (5-6), 547-567.
  • Huang, J., & Hsu, C. H. C. (2010). The impact of customer-to-customer interaction on cruise experience and vacation satisfaction. Journal of Travel Research, 49 (1), 79-92.
  • Huang, W. H. (2008). The impact of other-customer failure on service satisfaction. International Journal of Service Industry Management, 19 (4), 521-536.
  • Jack, G., & Phipps, A. (2005). Tourism and intercultural exchange: why tourism matters, Clevedon, England: Channel View Publications.
  • Johnson, G. D., & Grier, S. A. (2013) .Understanding the influence of cross-cultural consumer-to-consumer interaction on consumer service satisfaction. Journal of Business Research, 66 (3), 306-313.
  • Jue, H. (2008). Customer-to-customer ınteraction: impact on cruise experience and overall vacation satisfaction, Doctoral Dissertation, The Hong Kong Polytechnic University.
Year 2021, Volume: 7 Issue: 2, 171 - 194, 27.12.2021
https://doi.org/10.26650/jot.2021.7.2.955253

Abstract

References

  • Huang, J., & Hsu, C. H. C. (2009). Interaction among fellow cruise passengers: diverse experiences and impacts. Journal of Travel Tourism Marketing, 26 (5-6), 547-567.
  • Huang, J., & Hsu, C. H. C. (2010). The impact of customer-to-customer interaction on cruise experience and vacation satisfaction. Journal of Travel Research, 49 (1), 79-92.
  • Huang, W. H. (2008). The impact of other-customer failure on service satisfaction. International Journal of Service Industry Management, 19 (4), 521-536.
  • Jack, G., & Phipps, A. (2005). Tourism and intercultural exchange: why tourism matters, Clevedon, England: Channel View Publications.
  • Johnson, G. D., & Grier, S. A. (2013) .Understanding the influence of cross-cultural consumer-to-consumer interaction on consumer service satisfaction. Journal of Business Research, 66 (3), 306-313.
  • Jue, H. (2008). Customer-to-customer ınteraction: impact on cruise experience and overall vacation satisfaction, Doctoral Dissertation, The Hong Kong Polytechnic University.
There are 6 citations in total.

Details

Primary Language English
Journal Section Articles
Authors

Begüm Emiroğlu 0000-0002-3668-1632

Publication Date December 27, 2021
Submission Date June 21, 2021
Published in Issue Year 2021 Volume: 7 Issue: 2

Cite

APA Emiroğlu, B. (2021). Other Tourists as Part of Tourism Product. Journal of Tourismology, 7(2), 171-194. https://doi.org/10.26650/jot.2021.7.2.955253
AMA Emiroğlu B. Other Tourists as Part of Tourism Product. Journal of Tourismology. December 2021;7(2):171-194. doi:10.26650/jot.2021.7.2.955253
Chicago Emiroğlu, Begüm. “Other Tourists As Part of Tourism Product”. Journal of Tourismology 7, no. 2 (December 2021): 171-94. https://doi.org/10.26650/jot.2021.7.2.955253.
EndNote Emiroğlu B (December 1, 2021) Other Tourists as Part of Tourism Product. Journal of Tourismology 7 2 171–194.
IEEE B. Emiroğlu, “Other Tourists as Part of Tourism Product”, Journal of Tourismology, vol. 7, no. 2, pp. 171–194, 2021, doi: 10.26650/jot.2021.7.2.955253.
ISNAD Emiroğlu, Begüm. “Other Tourists As Part of Tourism Product”. Journal of Tourismology 7/2 (December 2021), 171-194. https://doi.org/10.26650/jot.2021.7.2.955253.
JAMA Emiroğlu B. Other Tourists as Part of Tourism Product. Journal of Tourismology. 2021;7:171–194.
MLA Emiroğlu, Begüm. “Other Tourists As Part of Tourism Product”. Journal of Tourismology, vol. 7, no. 2, 2021, pp. 171-94, doi:10.26650/jot.2021.7.2.955253.
Vancouver Emiroğlu B. Other Tourists as Part of Tourism Product. Journal of Tourismology. 2021;7(2):171-94.