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Article
Publication date: 19 April 2011

Erdogan H. Ekiz and Norman Au

The current research aims to explore the possible effects of attitude towards complaining (ATC) on intention to remain loyal to hotels and to compare Chinese and American…

Abstract

Purpose

The current research aims to explore the possible effects of attitude towards complaining (ATC) on intention to remain loyal to hotels and to compare Chinese and American ATC in this perspective.

Design/methodology/approach

The sample of the study consisted of Chinese and American graduate students, who were selected through the non‐probability convenience sampling technique. A total of 1,822 questionnaires were found to be useful and data from these questionnaires were tested through SPSS and LISREL statistical software.

Findings

Findings indicate that culture clearly affects ATC and general intention to stay loyal which suggests that practitioners should consider the cultural background of their customers while designing and implementing their service recovery systems. Results show that Chinese respondents tend to forgive and forget failures, whereas Americans seek a remedy from third parties.

Research limitations/implications

Only relationships between ATC and loyalty were investigated in this research; thus inclusion of other dimensions would provide further insights. Although the use of student sample and scenario is well‐justified and a common practice, future studies may consider collecting data from actual tourists. Data analyzed in this research were cross‐sectional and collected using convenience sampling; future studies may use random sampling and consider conducting longitudinal research.

Originality/value

There is a paucity of cross‐cultural research investigating ATC. China and America's current and potential significance in global tourism is undeniable. Moreover, they are ideal examples of their respective culture clusters; thus studying Chinese and American ATC provides significant insights for both industry practitioners and academics.

Details

International Journal of Contemporary Hospitality Management, vol. 23 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 July 2006

Huseyin Arasli, Ali Bavik and Erdogan H. Ekiz

The purpose of this study is to investigate the potential effects of nepotism on human resource management (HRM) practices through the use of Turkish Cypriot hotel…

Abstract

Purpose

The purpose of this study is to investigate the potential effects of nepotism on human resource management (HRM) practices through the use of Turkish Cypriot hotel employees in three, four, and five star accommodation establishments in Northern Cyprus.

Design/methodology/approach

Questionnaires were distributed to full time hotel employees in three, four, and five star hotels in Northern Cyprus. Of the 500 distributed, 257 usable questionnaires were retrieved. A judgmental sampling approach was used.

Findings

The principal finding is that nepotism has a significant negative effect on HRM, job satisfaction, quitting intention, and negative word of mouth. The study also shows that HRM exerts a significant positive effect on job satisfaction.

Research limitations/implications

This study reveals that nepotism is an unprofessional phenomenon that provides benefits merely to the family members or close friends. Therefore, nepotism paralyzes human resource practices and affects the level of satisfaction among employees. Although the job opportunities are limited in the hotel industry in north Cyprus, employees may think of quitting their jobs or using negative word of mouth if their job satisfaction level is not enhanced. Customers perceive and evaluate the quality by considering the attitude, behavior and tone of the voice of employees. Therefore, priority of satisfaction has to be given to the employees in order to satisfy the customers. There are several limitations to the current study. In future studies, other variables such as role stress, organizational commitment, and different facets of job satisfaction may be used in order to examine the probable relationships. Secondly, future research with larger sample size elsewhere would be productive to provide a support for the generalization of the present findings. Thirdly, this study employed judgmental sampling approach. Future studies may use probability‐sampling approach in order to support the current study findings.

Originality/value

This study is necessary and useful for three reasons. Firstly, it investigates the possible impacts of nepotism on multiple organizational dimensions, which is a relatively virgin area. Secondly, the effects of nepotism have been mostly examined at the macro level resulting in a paucity of empirical research especially at the organizational level. Thirdly, the study provides some propositions and managerial implications to owners, managers, and employees in North Cyprus where the tourism and hospitality industry constitutes an essential part of the economy.

Details

International Journal of Sociology and Social Policy, vol. 26 no. 7/8
Type: Research Article
ISSN: 0144-333X

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Article
Publication date: 1 December 2004

Osman M. Karatepe and Erdogan H. Ekiz

This study investigates the effects of various organizational responses to complaints on post‐complaint customer behaviors. Specifically, the study investigates the…

Abstract

This study investigates the effects of various organizational responses to complaints on post‐complaint customer behaviors. Specifically, the study investigates the effects of apology, atonement, promptness, facilitation, explanation, attentiveness and effort on complainant satisfaction and loyalty, and the association between satisfaction and loyalty. The study uses a sample of Turkish guests in the Northern Cyprus hotel industry. The hypothesized relationships are tested using LISREL 8.30 through path analysis. Results provide empirical support for ten of the 15 hypotheses examined. The path analysis reveals that apology, explanation, and effort are three organizational response options that exert significant positive effects on complainant satisfaction and loyalty. Empirical findings also suggest that effort appears to be the most influential organizational response affecting satisfaction and loyalty. Discussion of the results, implications, and limitations of the study are also presented.

Details

Managing Service Quality: An International Journal, vol. 14 no. 6
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 15 February 2019

Girish Prayag, Sameer Hosany, Babak Taheri and Erdogan Haktan Ekiz

This study examines the mediating effects of relationship quality (RQ) on the relationship between six antecedents and loyalty and the moderating effects of gender on…

Abstract

Purpose

This study examines the mediating effects of relationship quality (RQ) on the relationship between six antecedents and loyalty and the moderating effects of gender on these relationships.

Design/methodology/approach

Data were collected from a convenience sample of 300 respondents as they exited well-known casual dining restaurants in Kuala Lumpur (KL), Malaysia.

Findings

With the exception of physical environment, food quality, customer orientation, communication, relationship benefits and price fairness were significant predictors of RQ. RQ partially mediates the relationships between its antecedents and loyalty. Multi-group analyses reveal significant differences between males and females on these relationships.

Research limitations/implications

At the theoretical level, the study contributes to the conceptualization of RQ in tourism and hospitality research. The sample is not representative of all casual dining restaurants in KL, but findings have important implications for restaurant management in terms of relationship marketing, advertising strategies and customer loyalty development.

Originality/value

The study extends existing models of RQ in the hospitality and tourism literature by confirming that RQ is best modeled as a second-order construct consisting of three first-order dimensions: trust, satisfaction and commitment. The study also demonstrates that RQ mediates the relationship between the antecedents of RQ and loyalty. Finally, this research confirms the moderating effects of gender on the hypothesized relationships.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 25 April 2008

Halil Nadiri, Kashif Hussain, Erdoğan Haktan Ekiz and Şamil Erdoğan

The aim of this study is twofold: first to diagnose service quality perceptions of airline passengers and then links these perceptions to their satisfaction and repurchase…

Abstract

Purpose

The aim of this study is twofold: first to diagnose service quality perceptions of airline passengers and then links these perceptions to their satisfaction and repurchase intentions, specifically in a new emerging market in the Mediterranean region, North Cyprus. Airline transportation is a major and the most extensively used way to reach North Cyprus, as it is an island state; thus it is important to know passengers' quality perception regarding any quality improvement.

Design/methodology/approach

A recently developed, industry‐specific, 43‐item scale (AIRQUAL) based on eight distinct dimensions: airline tangibles, terminal tangibles, personnel, empathy, image, customer satisfaction, repurchase intention, and word‐of‐mouth communication fit well in this study, maintaining its reliability, validity and dimensionality issues. The sample of the study consisted of customers using the national airline company of North Cyprus, who were selected through the non‐probability judgmental sampling technique. A total of 583 questionnaires were found to be useful and data from these questionnaires were tested through SPSS and LISREL statistical software.

Findings

A rigorous statistical test indicates a reasonable fit of the eight‐factor model to the data on the basis of a number of fit statistics. Results revealed that, among the quality dimensions, “airline tangibles” was found to be the most significant to affect both customer satisfaction and repurchase intention. Findings also showed that customer satisfaction is positively related to repurchase and word‐of‐mouth intensions.

Originality/value

Since airline transportation is a major and the most important way of reaching North Cyprus, the results of this study provide important insights to practitioners and the tourism ministry about how marketing strategies can be designed to manage service quality perceptions and how the airline industry can use the service quality concept to formulate marketing strategies effectively.

Details

The TQM Journal, vol. 20 no. 3
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 20 March 2020

Abdul Murad Ahmad, Kashif Hussain, Erdogan Ekiz and Thienming Tang

The purpose of this paper is to promote the adoption of a work-based learning (WBL) approach by highlighting the benefits to students, organizations and the economy.

Abstract

Purpose

The purpose of this paper is to promote the adoption of a work-based learning (WBL) approach by highlighting the benefits to students, organizations and the economy.

Design/methodology/approach

This paper provides a review and synthesis of current literature, including two separate case studies, which serve to demonstrate the practical applications of entrepreneurial education in different countries and how this application works to strengthen economies and improve communities.

Findings

Learning entrepreneurship in a real-world environment can bridge the gap between traditional, classroom instruction and idea-driven product and service development. It is a business-effective approach that achieves measurable results. Traditional education, typified by mastery of facts and evaluation by testing, can morph into creative, research-inspired solutions that fulfill public and private organizational needs. Success is irrefutable, measured by tangible results. In WBL, students can use industry-standard technologies and collaborate with mentors, clients and customers. They can work as individuals and in teams, with their entrepreneurial education beginning as early as elementary school. In the process, students learn to be motivated by their own achievements, rather than grades. They learn to engage in creative problem-solving, based upon current data, and measure their ability to deal with challenge and failure through an iterative process of problem-solving.

Originality/value

The completion of this research study serves to highlight the potential benefits that Malaysia could attain through the adoption of WBL within the country’s school systems.

Details

Worldwide Hospitality and Tourism Themes, vol. 12 no. 2
Type: Research Article
ISSN: 1755-4217

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Article
Publication date: 26 July 2012

Erdogan Ekiz, Catheryn Khoo‐Lattimore and Faranak Memarzadeh

Given the importance of negative word of mouth and growing number of hotel customers who leave their complaints on the web, the purpose of this paper is to investigate the…

Abstract

Purpose

Given the importance of negative word of mouth and growing number of hotel customers who leave their complaints on the web, the purpose of this paper is to investigate the complaints posted by guests who have stayed at luxury hotels in Kuala Lumpur, Malaysia.

Design/methodology/approach

The dataset for this paper is a compilation of hotel reviews collected from TripAdvisor between November 2010 and January 2011. A thematic analysis was used in order to identify emergent themes from the dataset, which were explored and discussed in relation to the existing literature on complaining behavior as well as the aims of the study. The six phases of analysis outlined in the relevant literature was used to guide data analysis.

Findings

Analysis of the 320 scripts produced a total of 1,453 different incidents. Results of the analysis produced 54 different themes. A frequency analysis conducted to rank these 54 themes in terms of how frequently they are stated. Some of the extracted themes and their frequency from the most significant to least are as follows; “rooms”, “arrogant and/or clueless staff” and “failure to respond”.

Practical implications

Rooms as the setting of the accommodation services, received the highest number of complaints from the luxury hotel guests, and suggest that Malaysian hoteliers should focus on the basics of accommodation and provide tangible quality factors. Moreover, the findings of the analysis suggest that the luxury hotels are suffering from service failures caused by inexperienced, unprofessional, misbehaving staff, which calls for strong recruitment, training and continuous improvement on the hoteliers' part. The findings highlight some important measures that hoteliers can use as guidelines to further improve their service offerings.

Originality/value

Customers who share dissatisfying experiences and disseminate negative word‐of‐mouth have been a significant challenge for companies who under‐deliver. This problem is more of a major concern today with the aid of technology and the speed of internet. Despite the increasing importance, comparatively little has been written on how guests use the internet to share their experiences.

Details

Journal of Hospitality and Tourism Technology, vol. 3 no. 2
Type: Research Article
ISSN: 1757-9880

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Article
Publication date: 8 February 2008

Huseyin Arasli, Erdogan Haktan Ekiz and Salih Turan Katircioglu

The purpose of this research is to develop and compare some determinants of service quality in both the public and private hospitals of Northern Cyprus. There is…

Abstract

Purpose

The purpose of this research is to develop and compare some determinants of service quality in both the public and private hospitals of Northern Cyprus. There is considerable lack of literature with respect to service quality in public and private hospitals.

Design/method/approach

Randomly, 454 respondents, who have recently benefited from hospital services in Famagusta, were selected to answer a modified version of the SERVQUAL Instrument. The instrument contained both service expectations and perceptions questions.

Findings

This study identifies six factors regarding the service quality as perceived in both public and private Northern Cyprus hospitals. These are: empathy, giving priority to the inpatients needs, relationships between staff and patients, professionalism of staff, food and the physical environment. Research results revealed that the various expectations of inpatients have not been met in either the public or the private hospitals

Research implications/limitations

At the micro level, the lack of management commitment to service quality in both hospital settings leads doctors and nurses to expend less effort increasing or improving inpatient satisfaction. Hospital managers should also satisfy their employees, since job satisfaction leads to customer satisfaction and loyalty. Additionally, hospital administrations need to gather systematic feedback from their inpatients, establish visible and transparent complaint procedures so that inpatients' complaints can be addressed effectively and efficiently.

Originality/value

The hospitals need to organize training sessions based on the critical importance of service quality and the crucial role of inpatient satisfaction in the health care industry. Future studies should include the remaining regions in Cyprus in order to increase research findings' generalizability. Additionally, including other dimensions such as hospital processes and discharge management and co‐ordination may provide further insights into understanding inpatients' perceptions and intentions.

Details

International Journal of Health Care Quality Assurance, vol. 21 no. 1
Type: Research Article
ISSN: 0952-6862

Keywords

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Article
Publication date: 5 May 2015

Faizan Ali, Bidit Lal Dey and Raffaele Filieri

The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and…

Abstract

Purpose

The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction.

Design/methodology/approach

A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling.

Findings

The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image.

Research limitations/implications

This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised.

Practical implications

The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction.

Originality/value

This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers’ satisfaction and encourage the development of long-term relationships with their customers.

Details

International Journal of Quality & Reliability Management, vol. 32 no. 5
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 5 January 2021

Shahin Akbarov

This study aims to investigate consumer ethnocentrism and determine its impact on actual purchasing behavior in relation to six product categories. It also examines the…

Abstract

Purpose

This study aims to investigate consumer ethnocentrism and determine its impact on actual purchasing behavior in relation to six product categories. It also examines the role of demographic variables as moderators in the relationship between ethnocentric tendencies and purchasing behavior.

Design/methodology/approach

A total of 467 completed questionnaires were obtained through convenience and snowball sampling. Data were analyzed using SPSS-24 and AMOS-23 software: SPSS to conduct the exploratory factor analysis and AMOS for the confirmatory factor analysis. Regression analysis was performed to determine the effect of ethnocentrism on purchasing behaviors; the SPSS process was used to test the moderating effects.

Findings

The consumer ethnocentric tendencies scale was collected in two dimensions: hard ethnocentrism, which influences actual purchasing behavior in five product categories; and soft ethnocentrism, which influences actual purchasing behavior in only two product categories. The results show that the effect of consumer ethnocentrism on purchasing behavior differs across product categories. Further, gender, marital status and personal income moderate this relationship.

Originality/value

Few studies investigate purchasing behavior across several product categories and the literature on consumer ethnocentrism does not address the impact of demographic variables as moderators in consumer behavior. This study contributes to the existing literature in four ways. First, it was conducted in Azerbaijan, a country with specific characteristics. Second, it examines the impact of ethnocentric tendencies on actual purchasing behavior. Third, it examines purchasing behavior in relation to six different product categories. Fourth, the moderating effect of demographic variables was tested.

Details

Journal of Islamic Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1759-0833

Keywords

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