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By conducting a longitudinal study, this study aims to investigate how the role of hotel attributes in destination competitiveness changed through the stages of pre-, amid and recovery from the crisis.

First, the latent Dirichlet allocation method was used to identify hotel attributes from 15,137 online reviews, and then a sentiment analysis was performed to determine tourist satisfaction with the subject attributes. Second, separate asymmetric impact competitor analyses were conducted for the three stages of the crisis, and their results were compared with understand how the role of the hotel attributes changed throughout the crisis.

The results revealed that the impacts of hotel attributes on tourist satisfaction and destination competitiveness differed significantly at each stage of the crisis.

This research expands the existing literature by offering valuable insights by elucidating the changing characteristics of hotel attributes at each crisis stage. The results extend the body of knowledge in destination management by providing evidence on the validity of asymmetric impact competitor analysis.

To fully understand the impact of a crisis (e.g. COVID-19) on destination competitiveness with a focus on the hotel sector, this research conducted a longitudinal study that covers three stages of the crisis (i.e. pre-, amid and post-crisis). Moreover, unlike previous studies, this research considers the asymmetric relationships between service attributes and overall tourist satisfaction, as well as competitors’ information.

This study aims to investigate whether the three-dimensional leisure constraints model which is adapted to holiday tourism shows the same structure for mono- and bicultural people and perceptions of these groups differ from each other.

Separate surveys are conducted on Turkish people who are resident in Turkey, representing the mono-cultural structure, and Turkish people who live in Germany, representing the bicultural structure. The model is tested by factor analysis for each group, whereas perception differences on holiday tourism constraints are compared with t-tests.

The analysis results showed that the factorial structure of the leisure constraints model is not the same in the holiday tourism context. Hence, new constraints dimensions were obtained in each case. A comparison of the holiday tourism constraints also showed that the perceptions of the mono- and bicultural people were significantly different from each other.

The current study has contributions to the literature in terms of examining the holiday tourism constraints by using the adapted version of the leisure constraints model. Moreover, targeting Turkish people who live in Turkey and Germany, as the study samples, indicates a unique representation of mono- and bicultural structures.

This study aims to explore the components of eco-service quality at hotels and to cluster hotel customers based on their eco-service quality perceptions.

A quantitative research approach was adapted, and a survey study was performed on Russian tourists staying at the hotels located in Antalya, Turkey. Factor analysis results showed that the eco-service quality variable contains the dimensions of equipment, practice and staff and food. These factors were used to cluster hotel customers, and two groups were obtained as sensitive customers to eco-services and apathetic customers to eco-services. Cluster-based differences were identified by a series of cross-tabulations and regression analyses.

Some socio-demographic and travel choice-related differences were obtained between the customer groups. The results of regression analyses showed that the most important determinant of sensitive customers' overall satisfaction was equipment, which was followed by staff and food and practice. The only significant determinant of apathetic customers' overall satisfaction was equipment.

Hotel customers, who have different socio-demographic characteristics, are identified to have also distinct perceptions on the quality of eco-friendly equipment or services. Hence, hotel managers are suggested to develop proactive and value-generating environmentally friendly practices that appeal to different market segments. However, hotel managers should decide on prior areas and prefer low-cost options when “going green”, as some customer-groups do not notice such efforts.

From the theoretical point of view, this study is original in showing the dimensional structure of the eco-service quality construct and the impact of each dimension on hotel customers' overall satisfaction. Both theoretically and practically, the findings offer valuable implications about the behavioural tendencies of Russian tourists towards eco-hotel practices.

The purpose of this study is to investigate the direct impact of shopping experience of tourists on their satisfaction with shopping, while perceived crowding is used as a moderator in this relationship.

The proposed conceptual model was tested by an empirical study where the data were collected from 411 German tourists, visiting Kaleiçi, Antalya-Turkey.

The study results revealed that tourist shopping experience (consisting of education, esthetic, entertainment and escapism dimensions) significantly determines satisfaction with shopping. Moreover, crowding perception has a two-dimensional structure, as human and spatial crowding. Human crowding, which reflects high human density, is found to negatively moderate the effect of shopping experience on satisfaction, where spatial crowding, which is related to high space density, does not influence this relationship.

This study exceptionally shows that crowding perceptions of German tourists in shopping are affected by both human and spatial crowding. In addition, the moderating role of perceived crowding is clarified in the relationship between shopping experience and satisfaction.

This study aims to predict customer churn in resort hotels by calculating the churn probability of repeat customers for future stays in the same hotel brand.

Based on the recency, frequency, monetary (RFM) paradigm, random forest and logistic regression supervised machine learning algorithms were used to predict churn behavior. The model with superior performance was used to detect potential churners and generate a priority matrix.

The random forest algorithm showed a higher prediction performance with an 80% accuracy rate. The most important variables were RFM-based, followed by hotel sector-specific variables such as market, season, accompaniers and booker. Some managerial strategies were proposed to retain future churners, clustered as “hesitant,” “economy,” “alternative seeker,” and “opportunity chaser” customer groups.

This study contributes to the theoretical understanding of customer behavior in the hospitality industry and provides valuable insight for hotel practitioners by demonstrating the methods that facilitate the identification of potential churners and their characteristics.

Most customer retention studies in hospitality either concentrate on the antecedents of retention or customers’ revisit intentions using traditional methods. Taking a unique place within the literature, this study conducts churn prediction analysis for repeat hotel customers by opening a new area for inquiry in hospitality studies.

As one of the United Nations Educational, Scientific and Cultural Organization initiatives, the creative cities network (CCN) declares the cities that are creative in the contexts of music, gastronomy, design, etc., with the aim of promoting cooperation amongst the member cities and maintaining sustainable urban development. This study aims to identify the destination food image of Gaziantep in Turkey, which is a member gastronomy city of the CCN since 2015. Identified destination food image elements were connected to the common targets of the CCN to show how the city may contribute to the network objectives.

A two-stage research process was used in the study. First, qualitative approach was adopted for the clarification of projected and perceived destination food image elements. Projected image elements were derived from a content analysis performed on a totally 113 official, semi-official and unofficial online documents in Turkish and English. Perceived destination food image elements were identified by face-to-face interviews, conducted on 10 participants. As a result, 18 projected and 20 perceived destination food image elements were obtained. These were then grouped under 4 main and 22 sub-categories. At the second stage, destination food image elements were matched with common targets of the CCN.

Destination food image elements, obtained by two qualitative studies, are grouped under 4 main and 22 sub-categories as follows: gastronomic identity (with sub-categories of destination’s identity and local culinary culture); diversity of the destination (with sub-categories of attractiveness of the local food, ease of promotion and high brand value); gastronomic attractions (with sub-categories of restaurants and cafes, culinary museums, farmer markets, orchards, gastronomy tours, gastronomy events (e.g. festivals, competitions), culinary education, books on gastronomy, certification systems, organizations, street foods and vendors and handmade or homemade foods); and qualified workforce and stakeholders (with sub-categories of expert chefs and cooks, specialist suppliers, service personnel, locals and local authorities). These are then connected to the common CCN targets (e.g. cuisine, tourism and festivals; extension of the creative value chain; fostering cultural creativity; and sustainability).

This is one of the early research attempts in examining a member gastronomy city’s food image elements and the role that they played in the success of the CCN’s common targets. Moreover, the study contributes to the literature on the identification of (projected and perceived) destination food image by using content analysis.

The purpose of this study is to examine how food neophobia, food involvement, tour guide performance and intention of local food consumption impact each other.

A survey was performed with a sample of international tourists visiting Antalya, Turkey, and the data were used to test the proposed research model by means of structural equation modelling.

Results reflected a causal relationship among the examined constructs. Although tour guide performance had an insignificant effect on food neophobia, tourists’ food involvement negatively impacted and decreased neophobia.

This study is an exceptional contribution to the literature, as it empirically investigates the role of tour guides on tourists’ local food consumption behaviour.

The aims of the study are: to compare the environmental concern and scepticism levels of the participants and whether or not they display green purchase behaviour; to investigate the influence of environmental concern and scepticism on green purchase behaviour by utilizing the Theory of Planned Behaviour.

The data were collected from participant and non‐participant customers of the e‐invoicing program of Turk Telecom. Customers were clustered into four groups according to their environmental concerns and scepticism levels.

Research results show that those customers who have a high level of environmental concern and less sceptical reflect a positive attitude, have a high positive subjective norm and perceived behavioural control that motivates them to have stronger intentions to become e‐invoice subscribers in the near future.

The results found in the paper provide clear evidence supporting the Theory of Planned Behaviour in Turkey. Moreover, while most previous studies have employed undergraduate samples which are not representative of common customers, the present study employed a large and real customer sample which strongly represents customers in general.

The purpose of this study is to identify the importance of hotel attributes for pre-senior and senior tourists when selecting a hotel.

Three market segments (German, Dutch and British) were selected as the sample of the research. The Callan and Bowman’s (2000) scale was employed and data obtained from 13 five star hotels in Antalya, Turkey.

Results of the study showed that “value for money” and “availability of organized entertainment in the hotel” were important attributes for senior British tourists when compared to other participants. Dutch senior tourists attached more importance to food service attributes (“small food portions” and “special dietary menus”) than did the other respondents.

Research results confirmed the importance of staff attributes (“politeness of staff” and “friendliness of staff”) for customer satisfaction. This finding highlights the need for training programmes targeting hospitality employees, with a specific focus on meeting customers’ demands for receiving friendly and polite service.

The present study intends to contribute to the literature on senior tourist market by identifying the importance of hotel attributes for three market segments (Germany, England and The Netherlands).