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Article
Publication date: 8 February 2019

Burcin Hatipoglu, Bengi Ertuna and Duygu Salman

This study aims to analyze corporate social responsibility (CSR) programs in tourism as a tool for sustainable development in the CSR program of a multinational enterprise…

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Abstract

Purpose

This study aims to analyze corporate social responsibility (CSR) programs in tourism as a tool for sustainable development in the CSR program of a multinational enterprise in Turkey.

Design/methodology/approach

This study includes qualitative research on a single company, content analysis of company-originated documents, participant observations, questionnaires for tourism project coordinators and follow-up interviews with company directors and project managers.

Findings

The paper identifies immediate context variables, program management, the complementary nature of interests and the diverse capabilities of the partners and an ongoing evaluation process as the determining factors for creating shared value for CSR programs in tourism.

Research limitations/implications

Despite the challenges of impact assessment and measurement of long-term effects, the study proposes a systematic framework for evaluating shared value creation generated by CSR activity.

Practical implications

The evaluation methodology introduced in this research will be of use to CSR program developers in interpreting and reporting on the anticipated outcomes and impacts of their interventions in sustainable tourism development.

Social implications

A lack of outcome evaluation and impact assessment may affect accountability and, hence, the legitimacy of CSR programs. This study attempts to mitigate that limitation by introducing a novel methodology.

Originality/value

The value of CSR in tourism is a highly contested issue, despite its high potential for contributing to sustainable development. This longitudinal research goes beyond presenting immediate outputs of a CSR program in sustainable tourism; it discusses intermediate outcomes in the form of capitals, community well-being and shared value for society at large.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 10 August 2010

Duygu Salman and Duygu Uygur

The purpose of this paper is to discuss whether creative tourists can transform the service encounter in city hotels in a way that can reduce the amount of emotional labor…

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Abstract

Purpose

The purpose of this paper is to discuss whether creative tourists can transform the service encounter in city hotels in a way that can reduce the amount of emotional labor required from service employees and its negative consequences.

Design/methodology/approach

Based on current definitions of creative tourism, on the literature of culture, culture's relation to emotions and emotional labor, the researchers develop a conceptual spatial model for the city. The model aims to understand how creative tourists can influence the hospitality industry as they move between creative and standardized spaces.

Findings

The spatial model conceptualizes the city as having two divergent spaces for creative tourists. The model suggests that differently constructed characteristics of these spaces interrupt the continuity of the creative tourism experience. Therefore, the possibility of a transitive relationship between these spaces may benefit both creative tourists, by providing unity to their experiences, and service employees, by reducing the amount of organizational control on their emotional displays during service encounters.

Research limitations/implications

The paper offers a preliminary model. Therefore, empirical research is obligatory to understand whether this proposed spatial model and the related consequences have equivalence in real life situations.

Practical implications

The model can bring about various practical implications for human resources processes of hotels ranging from selection to training.

Originality/value

The study offers a model proposing a continuity of creative tourist experiences in different spaces. It also constitutes an effort to question the requirement of emotional labor from hospitality employees.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 4 no. 3
Type: Research Article
ISSN: 1750-6182

Keywords

Content available
Book part
Publication date: 26 November 2020

Abstract

Details

Managing Customer Experiences in an Omnichannel World: Melody of Online and Offline Environments in the Customer Journey
Type: Book
ISBN: 978-1-80043-389-2

Book part
Publication date: 26 November 2020

Taşkın Dirsehan and Meltem Çelik Dirsehan

In recent years, with the development of technology, the number of contact points between companies and their customers has multiplied. From the company point of view…

Abstract

In recent years, with the development of technology, the number of contact points between companies and their customers has multiplied. From the company point of view, companies may reach their customers through multiple marketing channels. Moreover, business intelligence necessitates increasing data sources, strengthening the power of analysis tools, and developing knowledge to be used as a competitive advantage. On the other hand, today’s mostly digitized customers expect more than just commoditized products or services. Customer activation creates experiences that make them feel strong as agents perpetrating the structure (brand strategies) by taking an active role instead of being passive. In other terms, customers are in the main decision position to plan the structure. Thus, companies should design unique and memorable customer experiences through different channels in an integrated way, which is called omnichannel. Omnichannel customer experience management is possible by determining and coordinating customer touch points. In other terms, a melody should exist at these interaction points. This book aims to contribute to this advancement by first providing general reviews of the literature, then covering the pillars to design omnichannel customer experiences, and lastly providing technology-enhanced applications from several industries. This book aims also to provide fresh conceptual insights and thinking about the ways to design and develop omnichannel customer experiences.

Details

Managing Customer Experiences in an Omnichannel World: Melody of Online and Offline Environments in the Customer Journey
Type: Book
ISBN: 978-1-80043-389-2

Keywords

Article
Publication date: 24 March 2022

Bekir Değirmenci, Yakup Durmaz, Ahmet Fidanoğlu and Sibel Değirmenci

This study aims to discover whether COVID-19 phobia has a positive and significant effect on the stress, depression and anxiety levels of industrial consumers in addition…

Abstract

Purpose

This study aims to discover whether COVID-19 phobia has a positive and significant effect on the stress, depression and anxiety levels of industrial consumers in addition to reveal whether environmental awareness plays a mediating role between COVID-19 phobia and stress, depression and anxiety.

Design/methodology/approach

In this study, a quantitative method was used to reveal the role of anxiety, depression and stress (psychological effects) and environmental awareness caused by covid-19 phobia on industrial consumers. The universe of the study is small and medium-sized enterprises operating in the province of Sanliurfa, which is located in the southeast region of Turkey and the second largest city in the region, and are industrial customers. Questionnaire method was used in the study. In addition, data were collected from 406 people who agreed to participate in the study. In the study, in which intermediary and regulatory analyzes were made, the process macro program was used.

Findings

The results show that there is a medium relationship between COVID-19 phobia and environmental awareness; and COVID-19 phobia and stress, depression and anxiety. No relationship was found between environmental awareness and stress, depression and anxiety. COVID-19 phobia was found to have a positive and significant effect on environmental awareness and stress, depression and anxiety, while environmental awareness was found to have no effect on stress, depression and anxiety. Finally, environmental awareness was found to play a mediating role between COVID-19 phobia and stress, depression and anxiety.

Research limitations/implications

In this study, four hypotheses were developed. Of these hypotheses, three are for the simple effect and one for the mediation effect. Out of four hypotheses, three were supported. The most important inference obtained from the study was finding the mediation effect of environmental awareness between COVID-19 phobia and anxiety, depression and stress.

Originality/value

To the best of the authors’ knowledge, no studies in the literature were made on the relationship among COVID-19 phobia, environmental awareness, stress, depression and anxiety. This study also examines the mediating effect of environmental awareness in the relationship between COVID-19 phobia and stress, depression and anxiety. The fact that the study is on the negative effects of the pandemic on one of the most affected occupational group also increases its original value.

Details

Journal of Business & Industrial Marketing, vol. 38 no. 1
Type: Research Article
ISSN: 0885-8624

Keywords

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