Araştırma Makalesi
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Tourist-to-Tourist Interaction: The Case of an All-Inclusive Hotel Business

Yıl 2023, , 84 - 105, 21.03.2023
https://doi.org/10.32572/guntad.1143987

Öz

This study was conducted to explore how the tourist-to-tourist interaction occurs in an all-inclusive hotel business and how such an interaction may offer benefits for individuals. For this purpose, a qualitative research approach was adopted, and data were collected using the interview technique. The data collection process was conducted face-to-face in a five-star hotel offering all-inclusive services in Bodrum, Turkey, from 25 May to 14 October 2021. Data were collected from a total of 18 participants, including tourists from Turkey, Azerbaijan, Russia, Ukraine, Poland, the Netherlands, Iran, France, and Albania. Even during the epidemic period, tourists had such expectations as exploring the new places, resting, and social interaction. In addition, tourists desire to establish the social interaction not only with other peers but also with the local people and hotel staff. On the other hand, foreign language problem appears to be the main factor preventing the tourist-tourist interaction. Despite this, some tourists make a special effort to interact with their peers. As a result, the tourist-tourist interaction supports the individuals’ sense of subjective well-being, ensures the development of foreign language knowledge, allows them to obtain up-to-date information about what happens in the hotel, and causes them to enjoy their holiday.

Kaynakça

  • Adam, I. (2021). Negative tourist-to-tourist interactions, value destruction, satisfaction, and post consumption behavioral intention. Journal of Destination Marketing & Management, 20, 100557. https://doi.org/10.1016/j.jdmm.2021.100557
  • Ali, F., & Omar, R. (2014). Determinants of customer experience and resulting satisfaction and revisit intentions: PLS-SEM approach towards Malaysian resort hotels. Asia-Pacific Journal of Innovation in Hospitality and Tourism, 3(2), 1-19. https://doi.org/10.7603/s40930-014-0010-2
  • Alnawas, I., & Hemsley-Brown, J. (2019). Examining the key dimensions of customer experience quality in the hotel industry. Journal of Hospitality Marketing & Management, 28(7), 833-861. https://doi.org/10.1080/19368623.2019.1568339
  • Altinay, L., Song, H., Madanoglu, M., & Wang, X. L. (2019). The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being. International Journal of Hospitality Management, 78, 223-233. https://doi.org/10.1016/j.ijhm.2018.09.005
  • Andriotis, K. (2016). Beggars–tourists' interactions: An unobtrusive typological approach. Tourism Management, 52, 64-73. https://doi.org/10.1016/j.tourman.2015.06.006
  • Armenski, T., Dragičević, V., Pejović, L., Lukić, T., & Djurdjev, B. (2011). Interaction between tourists and residents: Influence on tourism development. Polish Sociological Review, 1, 107-118. https://www.jstor.org/stable/41275189
  • Bai, S., & Chang, H. H. (2021). Effect of tourist-to-tourist encounters: Increased conflict or reduced social distance?. Journal of Hospitality & Tourism Research, https://doi.org/10.1177%2F10963480211014938
  • Baron, S., Patterson, A., Harris, K., & Hodgson, J. (2007). Strangers in the night: Speeddating, CCI and service businesses. Service Business, 1(3), 211-232. https://doi.org/10.1007/s11628-007-0031-1
  • Cetin, G., & Istanbullu-Dincer, F. (2014). Influence of customer experience on loyalty and word-of-mouth in hospitality operations. Anatolia: An International Journal of Tourism and Hospitality Research, 25(2), 181-194. https://doi.org/10.1080/13032917.2013.841094
  • Chang, H. H., & Chiang, C. C. (2019). Encounter experiences among tourists at attraction sites - An application of social contact theory. Asian Journal of Business Research, 9(3), 24-50. https://doi.org/10.14707/ajbr.190066
  • Chen, C. M., Chen, S. H., & Lee, H. T. (2013). Interrelationships between physical environment quality, personal interaction quality, satisfaction and behavioural intentions in relation to customer loyalty: The case of Kinmen's bed and breakfast industry. Asia Pacific Journal of Tourism Research, 18(3), 262-287. https://doi.org/10.1080/10941665.2011.647041
  • Chen, J. S., Prebensen, N. K., & Uysal, M. (2017). Tourist’s experience values and people interaction. Advances in Hospitality and Leisure, 12, 169-179. https://doi.org/10.1108/S1745-354220160000012008
  • Chen, Y. L., Chen, J., Liu, W. Y., & Sharma, T. (2020). Expected benefits of people interactions and guest experiences. International Hospitality Review, 34(2), 187-202. https://doi.org/10.1108/IHR-04-2020-0010
  • Choo, H., & Petrick, J. F. (2014). Social interactions and intentions to revisit for agritourism service encounters. Tourism Management, 40, 372-381. https://doi.org/10.1016/j.tourman.2013.07.011
  • Connolly, K. (2007). No room at the plush Austrian inn for Russians and their roubles. The Guardian, https://www.theguardian.com/world/2007/feb/08/russia.austria (Erişim Tarihi: 10 Ocak 2022).
  • Creswell, J. W. (2013). Qualitative Inquiry & Research Design: Choosing among Five Approaches. Thousand Oaks, CA: Sage.
  • Crompton, J. L. (1979). Motivations for pleasure vacations. Annals of Tourism Research, 6, 408-424. https://doi.org/10.1016/0160-7383(79)90004-5
  • Decrop, A. (2004). Trustworthiness in Qualitative Tourism Research. Jenny Phillimore & Lisa Goodson (Ed.), içinde Qualitative Research in Tourism (s. 156-159), Londra: Routledge.
  • Dönmez, B., & Çakıcı, A. C. (2013). Turist–turist etkileşimi: Yerli turistlerin İngiliz turistlere bakış açıları üzerine keşifsel bir araştırma. Düzce Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 3(1), 37-61.
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  • Fang, S., Zhang, C., & Li, Y. (2020). Physical attractiveness of service employees and customer engagement in tourism industry. Annals of Tourism Research, 80, 102756. https://doi.org/10.1016/j.annals.2019.102756
  • Freire, J. R. (2006). Other tourists: A critical factor for a geo-brand-building process. Place Branding, 2(1), 68-83. https://doi.org/10.1057/palgrave.pb.5990046
  • Gilbert, D., & Hudson, S. (2000). Tourism demand constraints: A skiing participation. Annals of Tourism Research, 27(4), 906-925. https://doi.org/10.1016/S0160-7383(99)00110-3
  • Grove, S., & R. Fisk (1997). The impact of other customers on service experiences: A critical incidents examination of getting along. Journal of Retailing, 73(1), 63-85. https://doi.org/10.1016/S0022-4359(97)90015-4
  • Grove, S., Fisk, R., & Dorsch, M. (1998). Assessing the theatrical components of the service encounter: A cluster analysis examination. The Service Industries Journal, 18(3), 116-134. https://doi.org/10.1080/02642069800000035
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Turist-Turist Etkileşimi: Her Şey Dahil Otel Örneği

Yıl 2023, , 84 - 105, 21.03.2023
https://doi.org/10.32572/guntad.1143987

Öz

Bu araştırma, her şey dahil hizmeti sunan otel işletmelerinde turist-turist etkileşiminin nasıl gerçekleştiğini ve bu etkileşimin bireylere nasıl fayda sağladığını keşfetmek amacıyla yürütülmüştür. Bunun için nitel araştırma yaklaşımı benimsenmiş ve görüşme tekniği kullanılarak veri toplanmıştır. Veri toplama süreci 25 Mayıs–14 Ekim 2021 tarihleri arasında Bodrum’da her şey dahil hizmet veren beş yıldızlı bir otelde yüz yüze yürütülmüştür. Türkiye, Azerbaycan, Rusya, Ukrayna, Polonya, Hollanda, İran, Fransa ve Arnavutluk’tan turistlerin katıldığı araştırmada toplam 18 katılımcıdan veri toplanmıştır. Araştırmanın sonucunda, turistlerin pandemi döneminde dahi yeni yerler keşfetme, dinlenme ve sosyal etkileşime girme gibi beklentiler içerisinde olduğu anlaşılmıştır. Ayrıca, turistlerin sadece diğer otel misafirleriyle değil, aynı zamanda yerel halk ve otel çalışanlarıyla da sosyal temas kurma arzusunda oldukları belirlenmiştir. Diğer taraftan, otel içerisindeki turist-turist etkileşimini engelleyen temel unsurun yabancı dil sorunu olduğu keşfedilmiştir. Buna rağmen bazı turistlerin diğer turistlerle etkileşime girmek için özel bir çaba sarf ettiği görülmüştür. Sonuç olarak, turist-turist etkileşimi bireyin öznel iyi oluş duygusunu desteklemekte, yabancı dil bilgisinin gelişmesini sağlamakta, otelde yapılanlar/konuşulanlar hakkında bilgi sahibi olmasına imkân tanımakta ve tatilden haz almasına neden olmaktadır.

Kaynakça

  • Adam, I. (2021). Negative tourist-to-tourist interactions, value destruction, satisfaction, and post consumption behavioral intention. Journal of Destination Marketing & Management, 20, 100557. https://doi.org/10.1016/j.jdmm.2021.100557
  • Ali, F., & Omar, R. (2014). Determinants of customer experience and resulting satisfaction and revisit intentions: PLS-SEM approach towards Malaysian resort hotels. Asia-Pacific Journal of Innovation in Hospitality and Tourism, 3(2), 1-19. https://doi.org/10.7603/s40930-014-0010-2
  • Alnawas, I., & Hemsley-Brown, J. (2019). Examining the key dimensions of customer experience quality in the hotel industry. Journal of Hospitality Marketing & Management, 28(7), 833-861. https://doi.org/10.1080/19368623.2019.1568339
  • Altinay, L., Song, H., Madanoglu, M., & Wang, X. L. (2019). The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being. International Journal of Hospitality Management, 78, 223-233. https://doi.org/10.1016/j.ijhm.2018.09.005
  • Andriotis, K. (2016). Beggars–tourists' interactions: An unobtrusive typological approach. Tourism Management, 52, 64-73. https://doi.org/10.1016/j.tourman.2015.06.006
  • Armenski, T., Dragičević, V., Pejović, L., Lukić, T., & Djurdjev, B. (2011). Interaction between tourists and residents: Influence on tourism development. Polish Sociological Review, 1, 107-118. https://www.jstor.org/stable/41275189
  • Bai, S., & Chang, H. H. (2021). Effect of tourist-to-tourist encounters: Increased conflict or reduced social distance?. Journal of Hospitality & Tourism Research, https://doi.org/10.1177%2F10963480211014938
  • Baron, S., Patterson, A., Harris, K., & Hodgson, J. (2007). Strangers in the night: Speeddating, CCI and service businesses. Service Business, 1(3), 211-232. https://doi.org/10.1007/s11628-007-0031-1
  • Cetin, G., & Istanbullu-Dincer, F. (2014). Influence of customer experience on loyalty and word-of-mouth in hospitality operations. Anatolia: An International Journal of Tourism and Hospitality Research, 25(2), 181-194. https://doi.org/10.1080/13032917.2013.841094
  • Chang, H. H., & Chiang, C. C. (2019). Encounter experiences among tourists at attraction sites - An application of social contact theory. Asian Journal of Business Research, 9(3), 24-50. https://doi.org/10.14707/ajbr.190066
  • Chen, C. M., Chen, S. H., & Lee, H. T. (2013). Interrelationships between physical environment quality, personal interaction quality, satisfaction and behavioural intentions in relation to customer loyalty: The case of Kinmen's bed and breakfast industry. Asia Pacific Journal of Tourism Research, 18(3), 262-287. https://doi.org/10.1080/10941665.2011.647041
  • Chen, J. S., Prebensen, N. K., & Uysal, M. (2017). Tourist’s experience values and people interaction. Advances in Hospitality and Leisure, 12, 169-179. https://doi.org/10.1108/S1745-354220160000012008
  • Chen, Y. L., Chen, J., Liu, W. Y., & Sharma, T. (2020). Expected benefits of people interactions and guest experiences. International Hospitality Review, 34(2), 187-202. https://doi.org/10.1108/IHR-04-2020-0010
  • Choo, H., & Petrick, J. F. (2014). Social interactions and intentions to revisit for agritourism service encounters. Tourism Management, 40, 372-381. https://doi.org/10.1016/j.tourman.2013.07.011
  • Connolly, K. (2007). No room at the plush Austrian inn for Russians and their roubles. The Guardian, https://www.theguardian.com/world/2007/feb/08/russia.austria (Erişim Tarihi: 10 Ocak 2022).
  • Creswell, J. W. (2013). Qualitative Inquiry & Research Design: Choosing among Five Approaches. Thousand Oaks, CA: Sage.
  • Crompton, J. L. (1979). Motivations for pleasure vacations. Annals of Tourism Research, 6, 408-424. https://doi.org/10.1016/0160-7383(79)90004-5
  • Decrop, A. (2004). Trustworthiness in Qualitative Tourism Research. Jenny Phillimore & Lisa Goodson (Ed.), içinde Qualitative Research in Tourism (s. 156-159), Londra: Routledge.
  • Dönmez, B., & Çakıcı, A. C. (2013). Turist–turist etkileşimi: Yerli turistlerin İngiliz turistlere bakış açıları üzerine keşifsel bir araştırma. Düzce Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 3(1), 37-61.
  • Fan, D. X., Zhang, H. Q., Jenkins, C. L., & Tavitiyaman, P. (2017). Tourist typology in social contact: An addition to existing theories. Tourism Management, 60, 357-366. https://doi.org/10.1016/j.tourman.2016.12.021
  • Fang, S., Zhang, C., & Li, Y. (2020). Physical attractiveness of service employees and customer engagement in tourism industry. Annals of Tourism Research, 80, 102756. https://doi.org/10.1016/j.annals.2019.102756
  • Freire, J. R. (2006). Other tourists: A critical factor for a geo-brand-building process. Place Branding, 2(1), 68-83. https://doi.org/10.1057/palgrave.pb.5990046
  • Gilbert, D., & Hudson, S. (2000). Tourism demand constraints: A skiing participation. Annals of Tourism Research, 27(4), 906-925. https://doi.org/10.1016/S0160-7383(99)00110-3
  • Grove, S., & R. Fisk (1997). The impact of other customers on service experiences: A critical incidents examination of getting along. Journal of Retailing, 73(1), 63-85. https://doi.org/10.1016/S0022-4359(97)90015-4
  • Grove, S., Fisk, R., & Dorsch, M. (1998). Assessing the theatrical components of the service encounter: A cluster analysis examination. The Service Industries Journal, 18(3), 116-134. https://doi.org/10.1080/02642069800000035
  • Günaydın, Y., & Kozak, M. (2022). Pandemi sürecinde turistlerin karar verme davranışları ve tatil deneyimleri üzerine bir araştırma. Tüketici ve Tüketim Araştırmaları Dergisi, 14(1), 107-142.
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  • Kim, H., & Chen, J. S. (2019). The memorable travel experience and its reminiscence function. Journal of Travel Research, 58(4), 637-649. https://doi.org/10.1177/0047287518772366
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  • Lin, H., Zhang, M., & Gursoy, D. (2022). Effects of tourist-to-tourist interactions on experience cocreation: A self-determination theory perspective. Journal of Travel Research, 61(5), 1105-1120. https://doi.org/10.1177%2F00472875211019476
  • Lin, H., Zhang, M., Gursoy, D., & Fu, X. (2019). Impact of tourist-to-tourist interaction on tourism experience: The mediating role of cohesion and intimacy. Annals of Tourism Research, 76, 153-167. https://doi.org/10.1016/j.annals.2019.03.009
  • Loi, K. I., & Pearce, P. L. (2012). Annoying tourist behaviors: Perspectives of hosts and tourists in Macao. Journal of China Tourism Research, 8, 395-416. https://doi.org/10.1080/19388160.2012.729411
  • Loi, K. I., & Pearce, P. L. (2015). Exploring perceived tensions arising from tourist behaviors in a Chinese context. Journal of Travel & Tourism Marketing, 32(1-2), 65-79. https://doi.org/10.1080/10548408.2014.986013
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  • Mossberg, L. (2007). A marketing approach to the tourist experience. Scandinavian Journal of Hospitality and Tourism, 7(1), 59-74. https://doi.org/10.1080/15022250701231915
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  • Nicholls, R. (2011). Customer‐to‐customer interaction (CCI): A cross‐cultural perspective. International Journal of Contemporary Hospitality Management, 23(2), 209-223. https://doi.org/10.1108/09596111111119338
  • Papathanassis, A. (2012). Guest-to-guest interaction on board cruise ships: Exploring social dynamics and the role of situational factors. Tourism Management, 33(5), 1148-1158. https://doi.org/10.1016/j.tourman.2011.11.016
  • Pearce, P. L. (2005). Tourist Behaviour: Themes and Conceptual Schemes. Clevedon, Buffalo: Channel View.
  • Pizam, A., Uriely, N., & Reichel, A. (2000). The intensity of tourist-host social relationship and its effects on satisfaction and change of attitudes: The case of working tourists in Israel. Tourism Management, 21(4), 395-406. https://doi.org/10.1016/S0261-5177(99)00085-0
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Toplam 75 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Turizm (Diğer)
Bölüm Makaleler
Yazarlar

Serhat Adem Sop 0000-0001-9096-9496

Yusuf Günaydın 0000-0002-0638-5621

Metin Kozak 0000-0002-9866-7529

Yayımlanma Tarihi 21 Mart 2023
Kabul Tarihi 24 Ekim 2022
Yayımlandığı Sayı Yıl 2023

Kaynak Göster

APA Sop, S. A., Günaydın, Y., & Kozak, M. (2023). Turist-Turist Etkileşimi: Her Şey Dahil Otel Örneği. Güncel Turizm Araştırmaları Dergisi, 7(1), 84-105. https://doi.org/10.32572/guntad.1143987

Değerli Araştırmacılar,

Dergimize gönderilen çalışmalar geliş sırasına ve konusuna göre öncelikle editör değerlendirmesinden geçmekte, editör görüşü doğrultusunda hakem değerlendirmesine karar verilmektedir. Değerlendirme süreci tamamlanan çalışmalar da aynı şekilde değerlendirmenin tamamlanma tarihlerine, türlerine ve kapsamlarına göre yayıma kabul edilmektedir. Bu yüzden GTAD'a gönderilen çalışmaların herhangi bir sayıda yayıma kabul edileceğinin planlanarak önerilmemesi gerektiğini tekrar hatırlatmak isteriz. Detaylı bilgi için yayın politkası incelenebilir.