The Moderating Role of Emotional Solidarity with Local Residents in the Effect of Negative Tourist–Tourist Interaction on Tourist Satisfaction

Abstract

This study aims to examine the moderating role of emotional solidarity in the effect of negative tourist–tourist interaction on tourist satisfaction. The research population consists of domestic tourists staying at fivestar hotels in Alanya. Considering time and cost limitations, convenience sampling method, one of the non-probability sampling methods, was employed. As a result of preliminary contacts with five-star hotel establishments in Alanya, 15 hotels agreed to participate in the study. Surveys were administered to domestic tourists in those hotels by hotel managements between 30 August and 4 October 2025, yielding a total of 387 valid responses. SmartPLS software was utilized for data analysis and the partial least squares structural equation modeling (PLS-SEM) technique was applied. The findings reveal that negative tourist–tourist interaction has a negative effect on tourist satisfaction. Furthermore, emotional solidarity established with the local community has a moderating role, mitigating the negative effect of tourist–tourist interaction on tourist satisfaction.

Keywords

• Negative tourist-tourist interaction
• Tourist satisfaction
• Emotional solidarity
• Alanya
• Domestic tourist

Olumsuz Turist-Turist Etkileşiminin Turist Memnuniyeti Üzerindeki Etkisinde Yerel Halkla Kurulan Duygusal Dayanışmanın Düzenleyici Rolü

Öz

Bu araştırmanın amacı, olumsuz turist-turist etkileşiminin turist memnuniyeti üzerindeki etkisinde duygusal dayanışmanın düzenleyici rolünü incelemektir. Araştırmanın evrenini, Alanya bölgesinde faaliyet gösteren beş yıldızlı otellerde konaklayan yerli turistler oluşturmaktadır. Zaman ve maliyet sınırlılıkları göz önünde bulundurularak, olasılıksız örnekleme yöntemlerinden kolayda örnekleme yöntemi tercih edilmiştir. Bu doğrultuda Alanya’daki beş yıldızlı otel işletmeleriyle yapılan ön görüşmeler sonucunda çalışmaya katılmayı kabul eden 15 otel belirlenmiştir. Söz konusu otellerde anketler, 30 Ağustos–4 Ekim 2025 tarihleri arasında otel yönetimleri tarafından yerli turistlere uygulanmış ve toplam 387 geçerli yanıt elde edilmiştir. Analiz sürecinde SmartPLS programı kullanılmış ve yapısal eşitlik modellemesi kapsamında kısmi en küçük kareler (PLS-SEM) tekniği uygulanmıştır. Analiz bulguları, olumsuz turist-turist etkileşiminin turist memnuniyetini olumsuz yönde etkilediğini göstermektedir. Ayrıca, yerel halkla kurulan duygusal dayanışmanın bu ilişkide moderatör bir etkiye sahip olduğu ve olumsuz turist–turist etkileşiminin memnuniyet üzerindeki olumsuz etkisini azalttığı tespit edilmiştir.

Anahtar Kelimeler

• Olumsuz turist-turist etkileşimi
• Turist memnuniyeti
• Duygusal dayanışma
• Alanya
• Yerli turist

Kaynakça

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