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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

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Article
Publication date: 1 December 2007

Özlem Olgaç Türker and Özgür Dinçyürek

Today, there is a growing tendency towards tourism based economical activities. However, the impact of tourism particularly in the less developed countries can be very…

Abstract

Today, there is a growing tendency towards tourism based economical activities. However, the impact of tourism particularly in the less developed countries can be very destructive in terms of the environment that is also an attraction point for tourists. It is widely acknowledged that tourists prefer to experience the natural environment, the social and cultural life, the historical heritage of the region they are visiting. Hence it is obligatory to answer these needs in a responsive tourism development process. When sustainable tourism is mentioned it includes conservation of natural and architectural environment, as well as the cultural identity while providing economical benefits. In this respect, sustainability of these particular natural, cultural and architectural environments is a crucial issue. The integration of tourism with the local environment and local community is another important factor in successful planning. In light of this discourse, the ongoing tourism developments in Bafra region in the north of Cyprus are standing at a very challenging position for decision makers in terms of balancing the impacts of tourism on these resources. Bafra's coastline is recently becoming a new center for mass tourism by its increasing number of hotels, holiday villages, recreation areas, etc. This study proposes sustainable tourism planning for a unique traditional rural settlement-Bafra Village- which is located in close vicinity of this heart of tourism. The continuity by conversion of existing traditional housing stock of Bafra village for tourism purposes is critically discussed in order to minimize the potential threats of increasing tourism demands.

Details

Open House International, vol. 32 no. 4
Type: Research Article
ISSN: 0168-2601

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Article
Publication date: 18 March 2021

Hasan Yousef Aljuhmani, Okechukwu Lawrence Emeagwali and Bashar Ababneh

This study aims to investigate the impact of chief executive officers' (CEO’s) core self-evaluation and grandiose narcissism on firm performance. This work combines bright…

Abstract

Purpose

This study aims to investigate the impact of chief executive officers' (CEO’s) core self-evaluation and grandiose narcissism on firm performance. This work combines bright and dark personality sides to explore how complex CEO's behavioral characteristics affect firms' outcomes. In addition, top management team (TMT) behavioral integration is considered as an organizational setting that acts as a conductive device bridging CEOs behavioral characteristics with firms' performance.

Design/methodology/approach

The data for this study are based on 187 respondents, including CEOs and TMTs, across medium and large firms in Turkey through an online survey using a questionnaire. Structural equation modeling (SEM) was used to analyze the data collected.

Findings

The study finds that only CEO-TMT narcissism and TMT behavioral integration have a positive direct effect on firm financial performance. Contrary to expectations, CEO-TMT core self-evaluation has a negative direct effect on firm performance. Moreover, the results show that environmental dynamism interacts positively and significantly with CEO-TMT narcissism. Thus, the claim that TMT behavioral integration has a mediating effect is not supported in the context of medium and large firms in Turkey.

Originality/value

This study contributes to the upper echelons theory (UET) literature by highlighting the boundary conditions under which narcissistic CEOs can interact with more behaviorally integrated TMT members to exchange information, make joint decisions and collaborate in a relatively dynamic environment, as well as aggregating the bright side and dark side of CEOs personality traits and examining their effects alongside those of TMT behavioral integration on the firm performance. Finally, this study enriches the upper echelons literature by providing evidence from Turkey.

Details

International Journal of Organization Theory & Behavior, vol. 24 no. 2
Type: Research Article
ISSN: 1093-4537

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Article
Publication date: 1 December 2002

Constantina Skanavis and Evelina Sarri

This paper examines the social structure and public services in Cyprus. It examines the need for an environmental awareness assessment of the citizens in order to…

Abstract

This paper examines the social structure and public services in Cyprus. It examines the need for an environmental awareness assessment of the citizens in order to determine how critical thinking and problem solving skills on issues of environmental significance could be promoted. An analysis of environmental health concerns existing in the island is conducted and the educational process taking place, the implemented environmental policy and the extent of citizen participation are studied. The challenge of environmental education in Cyprus is discussed in detail and the environmental awareness efforts are presented. The authors highlight the way in which Cyprus (pursuing membership into the European Union) has to adapt to and implement certain directives, where environmental awareness should be intensely promoted. The authors present the links between each enforced European directive and the relation to the Cypriot way of life. Finally, we discuss why Cyprus will need European aid to implement such policies and how the recommended environmental education program will contribute to a higher quality of life. Recommendations outline details on how to launch a successful non‐formal environmental education program.

Details

Environmental Management and Health, vol. 13 no. 5
Type: Research Article
ISSN: 0956-6163

Keywords

Content available
Article
Publication date: 17 March 2021

Ibrahim Yitmen, Amjad Al-Musaed and Fikri Yücelgazi

Decisions taken during the early design of adaptive façades involving kinetic, active and responsive envelope for complex commercial buildings have a substantial effect on…

Abstract

Purpose

Decisions taken during the early design of adaptive façades involving kinetic, active and responsive envelope for complex commercial buildings have a substantial effect on inclusive building functioning and the comfort level of inhabitants. This study aims to present the application of an analytic network process (ANP) model indicating the order of priority for high performance criteria that must be taken into account in the assessment of the performance of adaptive façade systems for complex commercial buildings.

Design/methodology/approach

The nominal group technique (NGT) stimulating and refining group judgments are used to find and categorize relevant high performance attributes of the adaptive façade systems and their relative pair-wise significance scores. An ANP model is applied to prioritize these high performance objectives and criteria for the adaptive façade systems.

Findings

Embodied energy and CO2 emission, sustainability, energy saving, daylight and operation maintenance were as the most likely and crucial high performance criteria. The criteria and the weights presented in this study could be used as guidelines for evaluating the performance of adaptive façade systems for commercial buildings in planning and design phases.

Practical implications

This research primarily provides the required actions and evaluations for design managers in accomplishing a high performance adaptive façade system, with the support of an ANP method. Before beginning the adaptive façade system of a building design process, the design manager must determine the significance of each of these attributes as high performance primacies will affect the results all through the entire design process.

Originality/value

In this research, a relatively innovative, systematic and practical approach is proposed to sustain the decision-making procedure for evaluation of the high performance criteria of adaptive façade systems in complex commercial buildings.

Details

Engineering, Construction and Architectural Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0969-9988

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Article
Publication date: 28 May 2021

Mohammad Jamal Albana and Mehmet Yeşiltaş

Drawing on the theory of belongingness, this study scrutinizes the impact of linguistic ostracism on knowledge sharing, knowledge hiding and knowledge hoarding and the…

Abstract

Purpose

Drawing on the theory of belongingness, this study scrutinizes the impact of linguistic ostracism on knowledge sharing, knowledge hiding and knowledge hoarding and the moderating role of cultural intelligence (CQ) in a diverse and multi-cultural work setting.

Design/methodology/approach

A two-phase sampling of judgmental and random sampling techniques was used to recruit local and foreign workers in the Jordanian service industry. The present study empirically analyzes the sample of 394 employees' responses by applying variance-based structural equation modeling (VB-SEM).

Findings

VB-SEM results indicate that linguistic ostracism lessens knowledge sharing behavior and heightens knowledge hiding and hoarding. CQ moderates two of the said associations, specifically by buffering the causal link between linguistic ostracism and knowledge hiding, as well as linguistic ostracism and knowledge hoarding. Consequently, CQ did not moderate the causal link between linguistic ostracism and knowledge sharing.

Practical implications

The study's findings can help managers and decision-makers in such workplaces better understand the deleterious effects of linguistic ostracism and how CQ functions as a buffer. The study concludes with theoretical and managerial implications.

Originality/value

Very few investigations have been conducted to determine the consequences of linguistic ostracism in today's multi-cultural and diverse work environment. This paper is among the first to unveil the association of linguistic ostracism and CQ with various knowledge management (KM) concepts.

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

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Book part
Publication date: 22 August 2017

Abstract

Details

Modern Organisational Governance
Type: Book
ISBN: 978-1-78714-695-2

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Article
Publication date: 30 May 2019

Anna Farmaki, Katerina Antoniou and Prokopis Christou

This study aims to examine the factors shaping the intentions of people to visit a hostile outgroup.

Abstract

Purpose

This study aims to examine the factors shaping the intentions of people to visit a hostile outgroup.

Design/methodology/approach

An exploratory, qualitative research approach was followed. Specifically, 77 semi-structured interviews with citizens of the divided island of Cyprus were conducted.

Findings

This study identifies several categories of visitors and non-visitors, depicted along a continuum, and concludes that there is a multiplicity of factors in the socio-political environment which influence the travel intentions of people.

Originality/value

This study not only imparts insights into the way travel decision-making evolves in politically unstable situations but also serves as a stepping stone towards understanding the conditions under which reconciliation between hostile nations may be encouraged by travel.

Details

Tourism Review, vol. 74 no. 3
Type: Research Article
ISSN: 1660-5373

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Article
Publication date: 1 June 2005

Hasan Kilic and Fevzi Okumus

The purpose of this paper is to report on an empirical research study which investigated the factors influencing productivity in hotels in Northern Cyprus.

Abstract

Purpose

The purpose of this paper is to report on an empirical research study which investigated the factors influencing productivity in hotels in Northern Cyprus.

Design/methodology/approach

The empirical data was collected via a structured questionnaire from middle and senior managers of four and five‐star hotels in Northern Cyprus.

Findings

According to the research findings staff recruitment, staff training, meeting guest expectations, and service quality are the main productivity factors in hotels; while crises, technology, marketing, and forecasting are ranked relatively low. It emerged from the findings that hotel managers in Northern Cyprus have a narrow view of productivity and follow a more input‐oriented approach to managing productivity.

Research limitations/implications

Based on the research findings and their discussions, this study provides several recommendations for future research in this area.

Practical implications

The research results highlight the importance of training middle and senior managers about the importance of productivity and how they can follow output‐oriented productivity management strategies.

Originality/value

The literature on productivity management in small island hotels is limited. As being one of the first studies on this area, the research findings of this study are particularly valuable for practice and future studies.

Details

International Journal of Contemporary Hospitality Management, vol. 17 no. 4
Type: Research Article
ISSN: 0959-6119

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Book part
Publication date: 25 May 2021

Derya Timucin Hayat and Blend Ibrahim

Introduction Summary: Tourism is accepted as a multidisciplinary industry .Hoteliers and tour operators/travel agencies (TO/TA) count as two main stakeholders in the…

Abstract

Introduction Summary: Tourism is accepted as a multidisciplinary industry .Hoteliers and tour operators/travel agencies (TO/TA) count as two main stakeholders in the tourism sector, and they are interdependent with regard to their marketing and service objectives. Distribution channels, as TO and TA, are an important part of tourism growth. As TOs and TAs are the intermediaries between tourist and tourism service providers. Tourists travel to satisfy or fulfill their dreams because travel is a need for psychological relief that motivates people for temporary movement to different places and different countries. The research aims to examine the effects of perceived stakeholder conflict factors (PSCF) issues identified from the existing literature on guests’ outcomes in accommodation establishment located in Kyrenia, Northern Cyprus. PSCF is, namely, misinformation, unmanaged bookings and operational mistakes involving quality-price inconsistency and unsolved guest’s problems should be considered by both parties. Therefore, the objective of this study is to address the research gap regarding the effects of PSCFs on guests’ perceived value (GPV), guest satisfaction (GS) and behavioral intention (BI). Purpose: This study aims to investigate stakeholders conflict and its effects on guests’ outcomes, namely GPV, GS and BI associated with accommodation establishments, which has not been examining empirically before. Design/Methodology/Approach: This study conceptualized PSCFs and developed a scale for assessing this conflict and its outcomes. Through careful instrument development process, four sub-dimensions and 17 items of PSCFs were identified. Findings: The overall PSCFs’ effects obtained indicate that GPV, GS and BI are associated with accommodation establishments, and are negatively affected by the unsatisfactory relationship between these two key stakeholders. Originality/Value: The study empirically tested the conceptual model through conducting survey research to collect data from the guests whose trips were organized through a TO/TA and staying in five-star or four-star accommodation establishments located in Kyrenia, Northern Cyprus.

Details

Contemporary Issues in Social Science
Type: Book
ISBN: 978-1-80043-931-3

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