Turizm Sektöründe Müşterilerin Bilgi Üretici Rolü: Adıyaman'daki Turistik Çekiciliklere Yönelik Tripadvisor Sitesinde Yer Alan Yorumlar Üzerine Bir Araştırma

Reşat Arıca; Abdülkadir Çorbacı

doi:10.24010/soid.655292

Research Article

Turizm Sektöründe Müşterilerin Bilgi Üretici Rolü: Adıyaman'daki Turistik Çekiciliklere Yönelik Tripadvisor Sitesinde Yer Alan Yorumlar Üzerine Bir Araştırma

Year 2019, , 437 - 455, 15.12.2019

Reşat Arıca , Abdülkadir Çorbacı

https://doi.org/10.24010/soid.655292

Cited By: 4

Abstract

Araştırmanın amacı, turistlerin sosyal iletişim ağlarında yaptıkları paylaşımlarla turistik bölge imajına yönelik ürettiği bilgilerin incelenmesidir. Bununla birlikte turistlerin paylaşımlarıyla benzer ilgi alanına sahip potansiyel müşteriler, turistik bölge ve işletme yöneticileri için üstlendiği bilgi üretici rolün değerlendirilmesi amaçlanmaktadır. Bu amaç odağında, Adıyaman’daki turistik çekiciliklere yönelik TripAdvisor sitesinde yapılan yorumlar içerik ve tanımlayıcı analiz yöntemiyle incelenmiştir. Araştırma sonuçlarına göre, turistlerin Adıyaman’daki turistik çekiciliklere yönelik yorumları 11 kategoriye ayrılmıştır. Bu kategoriler: (i) doğal ve turistik kaynaklar, (ii) genel yatırımlar, (iii) turistik yatırımlar, (iv) turistik eğlence ve aktivite olanakları, (v) turistik eserlerin kültürel, tarihi ve mimari değeri (vi) ekonomik ve politik faktörler, (vii) doğal çevre, (viii) sosyal çevre, (ix) turistik bölgenin atmosferi, (x) yetkililer ve çalışanlar ve (xi) öneriler olarak isimlendirilmiştir. Turistlerin en fazla yorum yaptığı kategori (v) turistik eserlerin kültürel, tarihi ve mimari değeri iken, en az yorumlanan kategori (ii) genel yatırımlardır. Çalışmada elde edilen sonuçlar, turistlerin bölgeye yönelik imaj algılarının turizm sektöründeki yöneticiler tarafından anlaşılmasına yardımcı olmakla kalmayacak, aynı zamanda turistlerin bilgi üretici rolünün turizm sektörü bağlamında incelenmesi konusunda araştırmacılara izlek oluşturacaktır.

Keywords

Teknoloji, Sosyal İletişim Ağları, TripAdvisor, Turizm, Ortak Üretim.

References

Akyurt, H. ve Atay, L. (2009). Destinasyonda imaj oluşturma süreci. Aksaray Üniversitesi İİBF Dergisi. 1 (1): 1-14.
Arıca, R. (2019). Seyahat acentalarında turistik ürünlerin kişiselleştirilmesinin bir yolu olarak müşterilerle üretim. Türk Turizm Araştırmaları Dergisi. 3 (3): 499-516.
Arıca, R. ve Çorbacı, A. (2019). Müşterilerin ortak üreticilik rolünü konu edinen araştırmaların incelenmesi: Scopus veri tabanında taranan turizm ve otelcilik dergilerinin bibliyometrik açıdan değerlendirilmesi. Turizm Akademik Dergisi. 5 (1): 263-276.
Arıca, R. ve Kozak, R. (2018). Seyahat acentalarında müşterilerin üretime katılım davranışının algılanan hizmet çıktılarına etkisi. Seyahat ve Otel İşletmeciliği Dergisi. 15 (3): 684-702.
Avcıkurt, C. (2010). Turizmde Tanıtma ve Satış Geliştirme. (3. Baskı). İstanbul: Değişim Yayınları.
Baloglu, Ş. ve McCleary, K.W. (2009). A model of destination image formation. Annals of Tourism Research. 26 (4): 868-897.
Banyai, M. ve Glover. T.D. (2012). Evaluating research methods on travel blogs. Journal of Travel Research. 51 (3): 267-277.
Beerli, A. ve Martin. J.D. (2004). Factors influencing destination image. Annals of Tourism Research. 31 (3): 657-681.
Berezina, K.; Bilgihan, A.; Çobanoğlu, C. ve Okumus, F. (2016). Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews. Journal of Hospitality Marketing and Management. 25 (1): 1-24.
Brandsen, T ve Pestoff, V. (2006). Co-production, the third sector and the delivery of public services. An introduction. Public Management Review. 8 (4): 493-501.
Brochado, A.; Rita, P.; Oliveira, C. ve Oliveira, F. (2019). Airline passengers’ perceptions of service quality: themes in online reviews. International Journal of Contemporary Hospitality Management. 31 (2): 855-873.
Buhalis, D. ve Foerste, M. (2015). SoCoMo marketing for travel and tourism: Empowering co-creation of value. Journal of Destination Marketing and Management. 4: 151-161.
Bulut, Z.A. ve Karabulut, A.N. (2018). Examining the role of two aspects of eWOM in online repurchase intentions: An integrated trust-loyalty perspective. Journal of Consumer Behaviour. 17 (4): 407-417.
Chen, C.F. ve Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions?. Tourism Management. 28 (4):1115-1122.
Crompton, J.L. (1979) An assessment of the image of Mexico as a vacation destination and the influence of geographical location upon the image. Journal of Travel Research. 18: 18-23.
Dwivedi, M. (2009). Online destination image of India: A consumer based perspective. International Journal of Contemporary Hospitality Management. 21 (2): 226-232.
Gao, S.; Tang, O.; Wang, H. ve Yin, P. (2018). Identifying competitors through comparative relation mining of online reviews in the restaurant industry. International Journal of Hospitality Management. 71: 19-32.
Hao, X.; Xu, S. ve Zhang, X. (2019). Barrage participation and feedback in travel reality shows: The effects of media on destination image among generation Y. Journal of Destination Marketing and Management. 12: 27-36.
Jacobsen, J. K. S. ve Munar, A. M. (2012). Tourist information search and destination choice in a digital age. Tourism Management Perspectives. 1: 39-47.
Kim, J. ve Fesenmaier, D.R. (2017). Sharing tourism experiences: The posttrip experience. Journal of Travel Research. 56 (1): 28-40.
Kim, B.; Kim, S. ve Heo, C.Y. (2015). Analysis of satisfiers and dissatisfiers in online hotel reviews on social media. International Journal of Contemporary Hospitality Management. 28 (9): 1915-1936.
Li, X. ve Petrick, J.F. (2008). Tourism marketing in an era of paradigm shift. Journal of Travel Research. 46 (3): 235-244.
Mahtis, E.F.; Kim, H.; Uysal, M.; Sirgy, J.M. ve Prebensen, N.K. (2016). The effect of co-creation experience on outcome variable. Annals of Tourism Research. 57: 62- 75.
Messner, W. (2017). Does value for money create advocates? A study in the international airline services industry. Journal of Global Marketing. 30 (5): 309-321.
Molinillo, S.; Liebana-Cabanillas, F.; Anaya-Sanchez, R. ve Buhalis, D. (2018). DMO online platforms: Image and intention to visit. Tourism Management. 65: 116-130.
Munar, A. M. ve Jacobsen, J.KS. (2014). Motivations for sharing tourism experiences through social media. Tourism Management 43:46-54.
Narangajavana, Y.; Fiol, L.J.C.; Tena, M.A.M.; Artola, R.M.R. ve Garcia, J.S. (2017). The influence of social media in creating expectations. An empirical study for a tourist destination. Annals of Tourism Research. 65: 60-70.
Qualman, E. (2012). Socialnomics: How Social Media Transforms the Way We Live and Do Business. (Second Edition). New Jersey: John Willey ve Sons.
O’Connor, P. (2008). User-generated content and travel: a case study on Tripadvisor.com. Information and Communication Technologies in Tourism. Wien, Springer, pp: 47-58.
O’Connor, P. (2010). Managing a hotel’s image on tripadvisor. Journal of Hospitality Marketing ve Management. 19: 754-772.
Özdemir, G. (2008). Destinasyon Pazarlaması. Ankara: Detay Yayıncılık.
Parks, R.B.; Baker, P.C.; Kiser, L.; Oakerson, R.; Ostrom, E.; Ostrom, V.; Percy, S.L.; Vandivort, M.B.; Whitaker, G.P. ve Wilson, R. (1981). Consumers as coproducers of public services: some economic and institutional considerations. Policy Studies Journal. 9 (7): 1001-1011.
Payne, A.F.; Storbacka, K. ve Frow, P. (2008). Managing the co-creation value. Journal of the Academy of Marketing Science. 36 (1): 83-96.
Pearce, P. L. (2012). Tourists written reactions to poverty in Southern Africa. Journal of Travel Research. 51 (2): 154-165.
Rihova, I.; Buhalis, D.; Moital, M. ve Gouthro, M.B. (2015). Conceptualising customer-to-customer value co-creation in tourism. International Journal of Tourism Research. 17: 356-363.
Rihova, I.; Buhalis D.; Gouthro, M.B. ve Moital, M. (2018). Customer-to-customer co-creation practices in tourism: Lessons from customer-dominant logic. Tourism Management. 67: 362-375.
Sharda, N. ve Ponnada. M. (2008). Tourism blog visualizer for better tour planning. Journal of Vacation Marketing. 14 (2): 157-167.
Sun, M.; Ryan, C. ve Pan, S. (2015). Using Chinese travel blogs to examine perceived destination image: The case of New Zealand. Journal of Travel Research. 54 (4) 543-555.
Tussyadiah, L. P. ve Fesenmaier. D.R. (2008). Marketing places through first-person stories. An analysis of Pennsylvania roadtripper blog. Journal of Travel and Tourism Marketing. 25 (3): 299-311.
Volo, S. (2010). Bloggers reported tourist experiences: Their utility as a tourism data source and their effect on prospective tourists. Journal of Vacation Marketing. 16 (4): 297-311.
Wang, H.Y. (2011). Exploring the factors of gastronomy blogs influencing readers’ intention to taste. International Journal of Hospitality Management. 30: 503-514.
Wang, Y. ve Fesenmaier, D.R. (2004). Towards understanding members’ general participation in and active contribution to an online travel community. Tourism Management. 25: 709-722.
Yeşilyurt, H. ve Arıca, R. (2018). Mutfak müzesi ziyaretçilerinin deneyimlerinin incelenmesi: Emine Göğüş Mutfak Müzesi örneği. Türk Turizm Araştırmaları Dergisi. 2 (1): 60-70.
Yoo, K. H. ve Gretzel, U. (2009). Comparison of deceptive and truthful travel reviews. Information and Communication Technologies in Tourism. ENTER 2009, Proceedings of the International Conference in Amsterdam. Netherlands. 37-47.
Yoo, K. H. ve Gretzel, U. (2011). Influence of personality on travel-related consumer-generated media creation. Computers in Human Behavior. 27 (2): 609-621.
Zeng, B. ve Gerritsen, R. (2014). What do we know about social media in tourism? A review. Tourism Management Perspectives. 10. 27-36.
Zhao, Y.; Xu, X. ve Wang, M. (2019). Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews. International Journal of Hospitality Management. 76: 111-121.
Zhang, Y. ve Cole, S.T. (2016). Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts. Tourism Management. (53):13-27.
Zhang, Z.; Ye, Q.; Law, R. ve Li, Y. (2010). The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews. International Journal of Hospitality Management. 29 (4): 694-700.
https://www.tripadvisor.com.tr/ (Erişim Tarihi: 08.06.2019)
https://www.tripadvisor.com.tr/Attractions-g297957-Activities-Adiyaman.html (Erişim Tarihi: 15.06.2019)

Year 2019, , 437 - 455, 15.12.2019

Reşat Arıca , Abdülkadir Çorbacı

https://doi.org/10.24010/soid.655292

Cited By: 4

Abstract

References

Akyurt, H. ve Atay, L. (2009). Destinasyonda imaj oluşturma süreci. Aksaray Üniversitesi İİBF Dergisi. 1 (1): 1-14.
Arıca, R. (2019). Seyahat acentalarında turistik ürünlerin kişiselleştirilmesinin bir yolu olarak müşterilerle üretim. Türk Turizm Araştırmaları Dergisi. 3 (3): 499-516.
Arıca, R. ve Çorbacı, A. (2019). Müşterilerin ortak üreticilik rolünü konu edinen araştırmaların incelenmesi: Scopus veri tabanında taranan turizm ve otelcilik dergilerinin bibliyometrik açıdan değerlendirilmesi. Turizm Akademik Dergisi. 5 (1): 263-276.
Arıca, R. ve Kozak, R. (2018). Seyahat acentalarında müşterilerin üretime katılım davranışının algılanan hizmet çıktılarına etkisi. Seyahat ve Otel İşletmeciliği Dergisi. 15 (3): 684-702.
Avcıkurt, C. (2010). Turizmde Tanıtma ve Satış Geliştirme. (3. Baskı). İstanbul: Değişim Yayınları.
Baloglu, Ş. ve McCleary, K.W. (2009). A model of destination image formation. Annals of Tourism Research. 26 (4): 868-897.
Banyai, M. ve Glover. T.D. (2012). Evaluating research methods on travel blogs. Journal of Travel Research. 51 (3): 267-277.
Beerli, A. ve Martin. J.D. (2004). Factors influencing destination image. Annals of Tourism Research. 31 (3): 657-681.
Berezina, K.; Bilgihan, A.; Çobanoğlu, C. ve Okumus, F. (2016). Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews. Journal of Hospitality Marketing and Management. 25 (1): 1-24.
Brandsen, T ve Pestoff, V. (2006). Co-production, the third sector and the delivery of public services. An introduction. Public Management Review. 8 (4): 493-501.
Brochado, A.; Rita, P.; Oliveira, C. ve Oliveira, F. (2019). Airline passengers’ perceptions of service quality: themes in online reviews. International Journal of Contemporary Hospitality Management. 31 (2): 855-873.
Buhalis, D. ve Foerste, M. (2015). SoCoMo marketing for travel and tourism: Empowering co-creation of value. Journal of Destination Marketing and Management. 4: 151-161.
Bulut, Z.A. ve Karabulut, A.N. (2018). Examining the role of two aspects of eWOM in online repurchase intentions: An integrated trust-loyalty perspective. Journal of Consumer Behaviour. 17 (4): 407-417.
Chen, C.F. ve Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions?. Tourism Management. 28 (4):1115-1122.
Crompton, J.L. (1979) An assessment of the image of Mexico as a vacation destination and the influence of geographical location upon the image. Journal of Travel Research. 18: 18-23.
Dwivedi, M. (2009). Online destination image of India: A consumer based perspective. International Journal of Contemporary Hospitality Management. 21 (2): 226-232.
Gao, S.; Tang, O.; Wang, H. ve Yin, P. (2018). Identifying competitors through comparative relation mining of online reviews in the restaurant industry. International Journal of Hospitality Management. 71: 19-32.
Hao, X.; Xu, S. ve Zhang, X. (2019). Barrage participation and feedback in travel reality shows: The effects of media on destination image among generation Y. Journal of Destination Marketing and Management. 12: 27-36.
Jacobsen, J. K. S. ve Munar, A. M. (2012). Tourist information search and destination choice in a digital age. Tourism Management Perspectives. 1: 39-47.
Kim, J. ve Fesenmaier, D.R. (2017). Sharing tourism experiences: The posttrip experience. Journal of Travel Research. 56 (1): 28-40.
Kim, B.; Kim, S. ve Heo, C.Y. (2015). Analysis of satisfiers and dissatisfiers in online hotel reviews on social media. International Journal of Contemporary Hospitality Management. 28 (9): 1915-1936.
Li, X. ve Petrick, J.F. (2008). Tourism marketing in an era of paradigm shift. Journal of Travel Research. 46 (3): 235-244.
Mahtis, E.F.; Kim, H.; Uysal, M.; Sirgy, J.M. ve Prebensen, N.K. (2016). The effect of co-creation experience on outcome variable. Annals of Tourism Research. 57: 62- 75.
Messner, W. (2017). Does value for money create advocates? A study in the international airline services industry. Journal of Global Marketing. 30 (5): 309-321.
Molinillo, S.; Liebana-Cabanillas, F.; Anaya-Sanchez, R. ve Buhalis, D. (2018). DMO online platforms: Image and intention to visit. Tourism Management. 65: 116-130.
Munar, A. M. ve Jacobsen, J.KS. (2014). Motivations for sharing tourism experiences through social media. Tourism Management 43:46-54.
Narangajavana, Y.; Fiol, L.J.C.; Tena, M.A.M.; Artola, R.M.R. ve Garcia, J.S. (2017). The influence of social media in creating expectations. An empirical study for a tourist destination. Annals of Tourism Research. 65: 60-70.
Qualman, E. (2012). Socialnomics: How Social Media Transforms the Way We Live and Do Business. (Second Edition). New Jersey: John Willey ve Sons.
O’Connor, P. (2008). User-generated content and travel: a case study on Tripadvisor.com. Information and Communication Technologies in Tourism. Wien, Springer, pp: 47-58.
O’Connor, P. (2010). Managing a hotel’s image on tripadvisor. Journal of Hospitality Marketing ve Management. 19: 754-772.
Özdemir, G. (2008). Destinasyon Pazarlaması. Ankara: Detay Yayıncılık.
Parks, R.B.; Baker, P.C.; Kiser, L.; Oakerson, R.; Ostrom, E.; Ostrom, V.; Percy, S.L.; Vandivort, M.B.; Whitaker, G.P. ve Wilson, R. (1981). Consumers as coproducers of public services: some economic and institutional considerations. Policy Studies Journal. 9 (7): 1001-1011.
Payne, A.F.; Storbacka, K. ve Frow, P. (2008). Managing the co-creation value. Journal of the Academy of Marketing Science. 36 (1): 83-96.
Pearce, P. L. (2012). Tourists written reactions to poverty in Southern Africa. Journal of Travel Research. 51 (2): 154-165.
Rihova, I.; Buhalis, D.; Moital, M. ve Gouthro, M.B. (2015). Conceptualising customer-to-customer value co-creation in tourism. International Journal of Tourism Research. 17: 356-363.
Rihova, I.; Buhalis D.; Gouthro, M.B. ve Moital, M. (2018). Customer-to-customer co-creation practices in tourism: Lessons from customer-dominant logic. Tourism Management. 67: 362-375.
Sharda, N. ve Ponnada. M. (2008). Tourism blog visualizer for better tour planning. Journal of Vacation Marketing. 14 (2): 157-167.
Sun, M.; Ryan, C. ve Pan, S. (2015). Using Chinese travel blogs to examine perceived destination image: The case of New Zealand. Journal of Travel Research. 54 (4) 543-555.
Tussyadiah, L. P. ve Fesenmaier. D.R. (2008). Marketing places through first-person stories. An analysis of Pennsylvania roadtripper blog. Journal of Travel and Tourism Marketing. 25 (3): 299-311.
Volo, S. (2010). Bloggers reported tourist experiences: Their utility as a tourism data source and their effect on prospective tourists. Journal of Vacation Marketing. 16 (4): 297-311.
Wang, H.Y. (2011). Exploring the factors of gastronomy blogs influencing readers’ intention to taste. International Journal of Hospitality Management. 30: 503-514.
Wang, Y. ve Fesenmaier, D.R. (2004). Towards understanding members’ general participation in and active contribution to an online travel community. Tourism Management. 25: 709-722.
Yeşilyurt, H. ve Arıca, R. (2018). Mutfak müzesi ziyaretçilerinin deneyimlerinin incelenmesi: Emine Göğüş Mutfak Müzesi örneği. Türk Turizm Araştırmaları Dergisi. 2 (1): 60-70.
Yoo, K. H. ve Gretzel, U. (2009). Comparison of deceptive and truthful travel reviews. Information and Communication Technologies in Tourism. ENTER 2009, Proceedings of the International Conference in Amsterdam. Netherlands. 37-47.
Yoo, K. H. ve Gretzel, U. (2011). Influence of personality on travel-related consumer-generated media creation. Computers in Human Behavior. 27 (2): 609-621.
Zeng, B. ve Gerritsen, R. (2014). What do we know about social media in tourism? A review. Tourism Management Perspectives. 10. 27-36.
Zhao, Y.; Xu, X. ve Wang, M. (2019). Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews. International Journal of Hospitality Management. 76: 111-121.
Zhang, Y. ve Cole, S.T. (2016). Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts. Tourism Management. (53):13-27.
Zhang, Z.; Ye, Q.; Law, R. ve Li, Y. (2010). The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews. International Journal of Hospitality Management. 29 (4): 694-700.
https://www.tripadvisor.com.tr/ (Erişim Tarihi: 08.06.2019)
https://www.tripadvisor.com.tr/Attractions-g297957-Activities-Adiyaman.html (Erişim Tarihi: 15.06.2019)

There are 51 citations in total.

Details

Primary Language	Turkish
Journal Section	Articles
Authors	Reşat Arıca Abdülkadir Çorbacı This is me
Publication Date	December 15, 2019
Published in Issue	Year 2019

Cite

APA	Arıca, R., & Çorbacı, A. (2019). Turizm Sektöründe Müşterilerin Bilgi Üretici Rolü: Adıyaman’daki Turistik Çekiciliklere Yönelik Tripadvisor Sitesinde Yer Alan Yorumlar Üzerine Bir Araştırma. Seyahat Ve Otel İşletmeciliği Dergisi, 16(3), 437-455. https://doi.org/10.24010/soid.655292