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    Differences in service quality perceptions of stakeholders in the hotel industry
    (Emerald Group Publishing Ltd, 2015) Dedeoglu, Bekir Bora; Demirer, Halil
    Purpose - Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers' quality evaluations. However, the nature and characteristics of differences in service quality perceptions among customers, managers and employees are not sufficiently researched. In this study, the differences in service quality perceptions among the aforementioned stakeholders are examined. Design/methodology/approach - Multivariate analysis of variance was used to test the significant differences between stakeholder's perceptions of service quality, using a sample of 845 hotel stakeholders (customers, employees and managers). Findings - The findings showed that employees perceived service performance to be at a high level, while customers perceived it to be at a low level. According to the post-hoc test, even though managers' perception of service quality performance was lower than that of employees, no significant difference was found between them. In addition, it was determined by second-order confirmatory factor analysis that the lowest explanation ratio was the tangible dimension in SERVQUAL. Originality/value - One major shortcoming in the concept of service quality is that stakeholders perceive service quality differently. In particular, a hotel business that lacks service quality may face issues such as negative customer satisfaction, lack of customer loyalty and lower competitive advantage. However, while most of the studies on the hotel sector in the literature focus mainly on the evaluation of customers for service quality, other stakeholders' (employees' and managers') perceptions have been ignored. Therefore, the current study's contribution to the literature explores the differences in stakeholders' perceptions of the hotel industry.
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    The moderating role of nationality on destination experience
    (Routledge Journals, Taylor & Francis Ltd, 2018) Dedeoglu, Bekir Bora; Dedeoglu, Sevgi Balikcioglu; Kucukergin, Kemal Gurkan
    Differences in tourists' cultural values are significant factors in their product and service choices, yet they have generally been neglected in the literature. Therefore, this study examined how tourists' nationalities influence their perceptions of service quality, affective image perceptions, and revisiting intentions. Activities were found to be more determinant on a destination's affective image for Russian tourists, whereas accommodation, hospitality, and language communication services had a larger effect on German tourists.
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    The role of servicescape and image perceptions of customers on behavioral intentions in the hotel industry
    (Emerald Group Publishing Ltd, 2015) Durna, Ufuk; Dedeoglu, Bekir Bora; Balikcioglu, Sevgi
    Purpose - The purpose of this study is to examine the relationships between servicescape components, image and behavioral intentions within the framework of hotel businesses. Design/methodology/approach - Relationships between specified variables were tested with structural equation modeling (SEM) using a sample of 410 hotel customers. Findings - It was found that servicescape components had a positive effect on overall image, and overall image had the same effect on word-of-mouth (WOM) and re-visiting. It was also determined that overall image played a mediating role between servicescape and behavioral intention components. Overall, image played a partial mediating role between substantive staging of servicescape (SSoS) and WOM and a full mediating role among the other variables. Practical implications - For a business to maintain a positive image perception, servicescape components must be positively perceived, as well. Therefore, managers who intend to present a positive business image should design servicescape components according to current trends or the fashion expectations of target consumers. This would by default increase the attractiveness of the business. Moreover, businesses can create unique concepts by designing and developing new servicescape components. This step can be beneficial, especially for hotel businesses wishing to establish a specific brand. In this regard, it is recommended that businesses employ an expert who can track and organize servicescape developments. Originality/value - Although it has been found that there are specific relationships between servicescape, image and behavioral intentions, there has been a deficiency of empirical studies carried out within hotel industries. Furthermore, while SSoS has been investigated in the literature, communicative staging of servicescape (CSoS) has been neglected. In this regard, investigating the aforementioned relationships within the framework of the hotel industry contributes to the literature. Furthermore, in this study, an attempt has been made to stress the importance of servicescape, which is found to be essential for positive business image perception.
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    The Role of Tourists & Value Perceptions in Behavioral Intentions: The Moderating Effect of Gender
    (Routledge Journals, Taylor & Francis Ltd, 2016) Dedeoglu, Bekir Bora; Balikcioglu, Sevgi; Kucukergin, Kemal Gurkan
    In this study, the effect of tourists & perception of value on behavioral intentions, as well as the moderating effect of gender on the relationship between value perceptions and behavioral intentions was examined. A multidimensional value structure was used to investigate not only the functional components of value perceptions but also the hedonic value components, such as social value and emotional value. According to the findings, the most effective value dimension of revisit intentions of tourists is emotional value, whereas the most effective dimension of their recommendation intentions is social value. Moreover, it was found that the effect of behavioral price value perceptions on revisit intention was more of a determinant for males, whereas the effect of quality value perceptions on revisit intention was more of a determinant for females.
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    UNDERSTANDING THE RELATIONSHIPS OF SERVICESCAPE, VALUE, IMAGE, PLEASURE, AND BEHAVIORAL INTENTIONS AMONG HOTEL CUSTOMERS
    (Routledge Journals, Taylor & Francis Ltd, 2015) Dedeoglu, Bekir Bora; Kucukergin, Kemal Gurkan; Balikcioglu, Sevgi
    The main objective of this study is to emphasize the importance of servicescape elements for business organizations, and to examine their effect on customers' perception of value, image, and pleasure. Bearing in mind the amount of time that customers in hotel businesses spend with servicescape elements and that the effect of these elements influence their perception, it is worth noting that there are few studies in this field and this study aims to contribute to the literature and aid practitioners. A total of 366 cases from a survey were used to assess overall fit of the proposed model and to test hypotheses using structural equation modeling. The findings indicated that servicescape perceptions of tourists have a positive and significant effect on value, image, and pleasure, whereas the effect of image on pleasure and the effect of value perceptions on behavioral intentions were found to be insignificant.