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KONAKLAMA İŞLETMELERİNDE E-ŞİKÂYET YÖNETİMİ: İSTANBUL’DAKİ BEŞ YILDIZLI OTELLER ÜZERİNDE BİR ÇALIŞMA

Yıl 2015, Cilt: 3 Sayı: 1, 130 - 148, 01.06.2015

Zaid Alrawadieh Şehnaz Demirkol

Öz

Teknolojinin gelişmesi ile, seyahat edenlerin davranışları ciddi oranda değişime uğramıştır.
Özellikle internet uygulamaları yardımıyla seyahat edenler, hızlı bilgi elde etmekte ve kendi tecrübelerini
paylaşma imkânına sahip olmaktadır. İnternet ortamında konaklama işletmeleri ile ilgili yapılan olumlu ve
olumsuz yorumlar müşterinin satın alma kararını etkilemektedir. İnternet aracılığıyla şikâyet bildirme
eğiliminin yaygınlaşması göz önüne alınarak, bu çalışmada Tripadvisor.com web sitesindeki 2014 yılı
haziran ayının ilk yarısında İstanbul’daki en yüksek fiyatlı beş yıldızlı on tane otel üzerinde bildirilen
şikâyetler incelenmiştir. Çalışmada şikâyet bildirenlerin demografik özellikleri ele alınmış ve şikâyet
bildirilen konular üzerinde çözüm yönetimleri aranmıştır.

Anahtar Kelimeler

E-Şikâyet Konaklama işletmeleri Turizm Müşteri memnuniyeti Elektronik kulaktan kulağa İstanbul

Kaynakça

  • Alabay, Mehmet Nurettin, (2012). “Müşteri Şikâyetleri Yönetimi”, Uluslararası Yönetim İktisat ve İşletme Dergisi, 8 (16), 137-157.
  • Albarq, Abbas N., (2014). “Measuring The Impacts Of Online Word-Of-Mouth On Tourists’ Attitude And Intentions To Visit Jordan: An Empirical Study”, International Business Research, 7 (1), 14-22.
  • Andreassen, Tor Wallin, (1999). “What Drives Customer Loyalty With Complaint Resolution?”, Journal Of Service Research, 1, 324–332.
  • Andreassen, Tor Wallin, (2001). “From Disgust To Delight: Do Customers Hold A Grudge?” Journal Of Service Research, 4 (1), 39-49.
  • Barlow, Janelle Ve Claus Moller, (2009) . Şikâyet Bir Armağandır: İşler Ters Gittiğinde Müşteri Sadakatini Yeniden Nasıl Kazanırsınız, (Çeviren: G. Günay), Rota Yayınlar, İstanbul.
  • Berg, Bruce L., (2001). Qualitative Research Methods For The Social Sciences, 4th Edition, Pearson Education Company, Boston, Ma.
  • Chatterjee, Patrali, (2001). “Online Reviews – Do Consumers Use Them?”, İç. Mary C. Gılly Ve Joan Meyers-Levy, Advances İn Consumer Research, Association For Consumer Research, 129-134.
  • Cole, Frank. L., (1988). “Content Analysis: Process And Application”. Clinical Nurse Specialist, 2 (1), 53–57.
  • Çulha, Osman; Hacıoğlu, Güngör; Kurt, G., (2009). “Otel Müşterilerinin E Şikâyetlerine Yönelik Bir İçerik Çözümlemesi”, Seyahat ve Otel İşletmeciliği Dergisi, 6 (4), 42-49.
  • Del Chiappa, Giacomo, (2014). Do Negative Experience About Hotel Services Always Lead To Dissatisfication? : An Empirical Study İn The Context Of E-Rating And EComplain. İç. Metin Kozak and Nazmi Kozak (Ed.), 7th Word Conference For Graduate Reaserch İn Tourism, Hospitality and Leisure, Proceedings Book, 214-220.
  • Doğru, Hümeyra; Sonay Kaygalak; Ceren Miral Çavdırlı ve Volkan Bahçeci, (2014). “Engelli Bireylerin Turizm Hizmetlerine Yönelik E- Şikâyetleri” Gazi Üniversitesi Turizm Fakültesi Dergisi, 2, 33-47.
  • Ekiz, Erdoğan; Khoo-Lattimore, Catheryn; Memarzadeh, Faranak, (2012). “Air The Anger: Investigating Online Complaints On Luxury Hotels”, Journal Of Hospitality And Tourism Technology, 3 (2), 96-106.
  • Ford, Robert C. and Susan A. Bach, (1970).“Measuring Hotel Service Quality: Tools For Gaining The Competitive Edge”, Fıu Hospitality Review, 15 (1), 83–95.
  • Gretzel, Ulrike and Kyung-Hyan Yoo, (2008), Use And Impact Of Online Travel Reviews, İç. Peter O’connor; Wolfram Höpken ve Ulrike Gretzel (Ed.), Information And Technologies İn Tourism, Springer,Vienna, Austria, 35-46.
  • Gretzel, Ulrike; Kyung-Hyan Yoo and Melanie Purıfoy; (2007). “Online Travel Review Study: The Role And Impact Of Online Travel Reviews”, İnternet Adresi: Http://Www.Tripadvisor.Com/Pdfs/Onlinetravelreviewreport.Pdf., Erişim Tarihi: 28.09.2014.
  • Harrıson-Walker, L. Jean, (2001).“E-Complaining: A Content Analysis Of An Internet Complaint Forum”, Journal of Service Marketing, 15 (5), 397-412.
  • Jacoby, Jacob and James J. Jaccard, (1981). “The Sources, Meaning, and Validity of Consumer Complaint Behavior: A Psychological Analysis”, Journal of Retailing 57 (3), 4-24.
  • Jıang, Jingxian; Ulrike Gretzel and Rob Law, (2010).“Do Negative Experiences Always Lead To Dissatisfaction? - Testing Attribution Theory İn The Context Of Online Travel Reviews” İç. Ulrike Gretzel; Rob Law Vematthias Fuchs (Ed.), Information And Communication Technologies İn Tourism, Springer,Vienna, Austria, 297-308.
  • Kalwanı, Manohar U; Chi Kin Yım; Heikki J. Rınne and Yoshi Sugıta, (1990). “A Price Expectations Model Of Customer Brand Choice”, Journal of Marketing Research, 27, 251–262.
  • Kılınç, Uğur ve Olcay Kılınç, (2013). Etkili Şikâyet Yönetim Süreci. İç. Şule Aydın Tükeltürk ve Mustafa Boz (Ed.), Turizmde Güncel Konu ve Eğilimler, Detay Yay, Ankara.
  • Kılınç, Uğur, (2004). Şikâyet Yönetimi ve Yetkilendirme: Resort Otel İncelemesi (Yayınlanmamış Yüksek Lisans Tezi). Aydın: Adnan Manderes Üniversitesi.
  • Kızılırmak, İsmail; Zaid Alrawadieh ve Sabina Aghayeva, (2015). “Doğu Karadeniz Bölgesindeki Otel Müşterilerinin Seyahat E-Yorumlarina Yönelik Bir İçerik Çözümlemesi” (Yayın Aşamasında).
  • Larıvet, Sophie Ve François Brouard, (2010). “Complaints Are A Firm’s Best Friend”, Journal of Strategic Marketing. (18) 7, 537- 551.
  • Murray, Keith B., (1991). “A Test Of Services Marketing Theory: Consumer Information Acquisition Activities”, Journal of Marketing, 55 (1), 10-15.
  • O’connor, Peter, (2008). User-Generated Content And Travel: A Case Study On Tripadvisor.Com, İç. Peter O’connor; Wolfram Höpken Ve Ulrike Gretzel; Information And Communication Technologies in Tourism, 47-58.
  • Oh, Haemoon, (2003). “Price Fairness and İts Asymmetric Effects On Overall Price, Quality, And Value Judgments: The Case of An Upscale Hotel”, Tourism Management, 24, 387-399.
  • Rıchıns, Marsha L., (1983). “Negative Word-Of-Mouth By Dissatisfied Consumers: A Pilot Study”, Journal of Marketing, 47 (1), 68-78.
  • Schall, Matthew, (2003).“Best Practices İn The Assessment Of Hotel-Guest Attitudes”, Cornell Hotel And Restaurant Administration Quarterly, 44 (2), 51–65.
  • Shapiro, Carl, (1983). “Premiums For High Quality Products As Returns To Reputations”, Quarterly Journal Of Economics, 98, 659–680.
  • Singh, Jagdip and Robert E. Widing, (1991). “What Occurs Once Consumers Complaint? A Theoretical Model For Understanding Satisfaction/Dissatisfaction Outcomes Of Complaint Responses”, European Journal of Marketing, 25 (5), 30–46.
  • Smyth, P´Adraig Cunningham Barry; Guangyu Wu and Derek Greene, (2010). Does Tripadvisor Makes Hotels Better? (Technical Report Ucd-Csı-2010-06), İnternet Adresi:Https://Www.Csi.Ucd.İe/Files/Ucd-Csi-2010-06.Pdf., Erişim Tarihi: 28.09.2014.
  • Strıngam, Betsy Bender and John Gerdes, Jr., (2010). “An Analysis of Word-of-Mouse Ratings And Guest Comments of Online Hotel Distribution Sites”, Journal of Hospitality Marketing and Management, 19, 773–796.
  • Su, Allan Y., (2004).“Customer Satisfaction Measurement Practice İn Taiwan Hotels”, Hospitality Management, 23, 397–408.
  • Tripadvisor.com, (2014). “Fact Sheet”, İnternet Adresi: http://www.tripadvisor. com/presscenter-c4-fact_sheet.html, Erişim Tarihi: 28.09.2014.
  • Westbrook, Robert A., (1987). “Product/Consumption-Based Affective Responses And Postpurchase Processes”. Journal of Marketing Research, 24 (3), 258–270.
  • Wreden, Nick, (2005), Profit Brand: How To İncrease Profitability, Accountability & Sustainability Of Brand. Kogan Page.
  • Wysocki, Allen F., Karl W. Kepner and Michelle W. Glasser, (2001). Customer Complaints and Types of Customers. University of Florida Ifas Extension. https://edis.ifas.ufl.edu/hr005.
  • Ye, Qiang; Huiying Li, Zhisheng Wang and Rob Law, (2014).“The Influence Of Hotel Price On Perceived Service Quality And Value İn E-Tourism: An Empirical Investigation Based On Online Traveler Reviews, Journal Of Hospitality And Tourism Research, 23- 39.
  • Ye, Qiang; Rob Law and Bin Gu, (2009). “The Impact Of Online User Reviews On Hotel Room Sales”, International Journal of Hospitality Management, 28 (1), 180-182.
  • Yoo, Kyung-Hyan and Ulrike Gretzel, (2009). Comparison Of Deceptive And Truthful Travel Reviews. İç. Wolfram Höpken, Ulrike Gretzel and Rob Law (Ed.), Information And Communication Technologies İn Tourism, Springer-Verlag, Wien, The Netherlands, 37–47.

Yıl 2015, Cilt: 3 Sayı: 1, 130 - 148, 01.06.2015

Zaid Alrawadieh Şehnaz Demirkol

Öz

Kaynakça

  • Alabay, Mehmet Nurettin, (2012). “Müşteri Şikâyetleri Yönetimi”, Uluslararası Yönetim İktisat ve İşletme Dergisi, 8 (16), 137-157.
  • Albarq, Abbas N., (2014). “Measuring The Impacts Of Online Word-Of-Mouth On Tourists’ Attitude And Intentions To Visit Jordan: An Empirical Study”, International Business Research, 7 (1), 14-22.
  • Andreassen, Tor Wallin, (1999). “What Drives Customer Loyalty With Complaint Resolution?”, Journal Of Service Research, 1, 324–332.
  • Andreassen, Tor Wallin, (2001). “From Disgust To Delight: Do Customers Hold A Grudge?” Journal Of Service Research, 4 (1), 39-49.
  • Barlow, Janelle Ve Claus Moller, (2009) . Şikâyet Bir Armağandır: İşler Ters Gittiğinde Müşteri Sadakatini Yeniden Nasıl Kazanırsınız, (Çeviren: G. Günay), Rota Yayınlar, İstanbul.
  • Berg, Bruce L., (2001). Qualitative Research Methods For The Social Sciences, 4th Edition, Pearson Education Company, Boston, Ma.
  • Chatterjee, Patrali, (2001). “Online Reviews – Do Consumers Use Them?”, İç. Mary C. Gılly Ve Joan Meyers-Levy, Advances İn Consumer Research, Association For Consumer Research, 129-134.
  • Cole, Frank. L., (1988). “Content Analysis: Process And Application”. Clinical Nurse Specialist, 2 (1), 53–57.
  • Çulha, Osman; Hacıoğlu, Güngör; Kurt, G., (2009). “Otel Müşterilerinin E Şikâyetlerine Yönelik Bir İçerik Çözümlemesi”, Seyahat ve Otel İşletmeciliği Dergisi, 6 (4), 42-49.
  • Del Chiappa, Giacomo, (2014). Do Negative Experience About Hotel Services Always Lead To Dissatisfication? : An Empirical Study İn The Context Of E-Rating And EComplain. İç. Metin Kozak and Nazmi Kozak (Ed.), 7th Word Conference For Graduate Reaserch İn Tourism, Hospitality and Leisure, Proceedings Book, 214-220.
  • Doğru, Hümeyra; Sonay Kaygalak; Ceren Miral Çavdırlı ve Volkan Bahçeci, (2014). “Engelli Bireylerin Turizm Hizmetlerine Yönelik E- Şikâyetleri” Gazi Üniversitesi Turizm Fakültesi Dergisi, 2, 33-47.
  • Ekiz, Erdoğan; Khoo-Lattimore, Catheryn; Memarzadeh, Faranak, (2012). “Air The Anger: Investigating Online Complaints On Luxury Hotels”, Journal Of Hospitality And Tourism Technology, 3 (2), 96-106.
  • Ford, Robert C. and Susan A. Bach, (1970).“Measuring Hotel Service Quality: Tools For Gaining The Competitive Edge”, Fıu Hospitality Review, 15 (1), 83–95.
  • Gretzel, Ulrike and Kyung-Hyan Yoo, (2008), Use And Impact Of Online Travel Reviews, İç. Peter O’connor; Wolfram Höpken ve Ulrike Gretzel (Ed.), Information And Technologies İn Tourism, Springer,Vienna, Austria, 35-46.
  • Gretzel, Ulrike; Kyung-Hyan Yoo and Melanie Purıfoy; (2007). “Online Travel Review Study: The Role And Impact Of Online Travel Reviews”, İnternet Adresi: Http://Www.Tripadvisor.Com/Pdfs/Onlinetravelreviewreport.Pdf., Erişim Tarihi: 28.09.2014.
  • Harrıson-Walker, L. Jean, (2001).“E-Complaining: A Content Analysis Of An Internet Complaint Forum”, Journal of Service Marketing, 15 (5), 397-412.
  • Jacoby, Jacob and James J. Jaccard, (1981). “The Sources, Meaning, and Validity of Consumer Complaint Behavior: A Psychological Analysis”, Journal of Retailing 57 (3), 4-24.
  • Jıang, Jingxian; Ulrike Gretzel and Rob Law, (2010).“Do Negative Experiences Always Lead To Dissatisfaction? - Testing Attribution Theory İn The Context Of Online Travel Reviews” İç. Ulrike Gretzel; Rob Law Vematthias Fuchs (Ed.), Information And Communication Technologies İn Tourism, Springer,Vienna, Austria, 297-308.
  • Kalwanı, Manohar U; Chi Kin Yım; Heikki J. Rınne and Yoshi Sugıta, (1990). “A Price Expectations Model Of Customer Brand Choice”, Journal of Marketing Research, 27, 251–262.
  • Kılınç, Uğur ve Olcay Kılınç, (2013). Etkili Şikâyet Yönetim Süreci. İç. Şule Aydın Tükeltürk ve Mustafa Boz (Ed.), Turizmde Güncel Konu ve Eğilimler, Detay Yay, Ankara.
  • Kılınç, Uğur, (2004). Şikâyet Yönetimi ve Yetkilendirme: Resort Otel İncelemesi (Yayınlanmamış Yüksek Lisans Tezi). Aydın: Adnan Manderes Üniversitesi.
  • Kızılırmak, İsmail; Zaid Alrawadieh ve Sabina Aghayeva, (2015). “Doğu Karadeniz Bölgesindeki Otel Müşterilerinin Seyahat E-Yorumlarina Yönelik Bir İçerik Çözümlemesi” (Yayın Aşamasında).
  • Larıvet, Sophie Ve François Brouard, (2010). “Complaints Are A Firm’s Best Friend”, Journal of Strategic Marketing. (18) 7, 537- 551.
  • Murray, Keith B., (1991). “A Test Of Services Marketing Theory: Consumer Information Acquisition Activities”, Journal of Marketing, 55 (1), 10-15.
  • O’connor, Peter, (2008). User-Generated Content And Travel: A Case Study On Tripadvisor.Com, İç. Peter O’connor; Wolfram Höpken Ve Ulrike Gretzel; Information And Communication Technologies in Tourism, 47-58.
  • Oh, Haemoon, (2003). “Price Fairness and İts Asymmetric Effects On Overall Price, Quality, And Value Judgments: The Case of An Upscale Hotel”, Tourism Management, 24, 387-399.
  • Rıchıns, Marsha L., (1983). “Negative Word-Of-Mouth By Dissatisfied Consumers: A Pilot Study”, Journal of Marketing, 47 (1), 68-78.
  • Schall, Matthew, (2003).“Best Practices İn The Assessment Of Hotel-Guest Attitudes”, Cornell Hotel And Restaurant Administration Quarterly, 44 (2), 51–65.
  • Shapiro, Carl, (1983). “Premiums For High Quality Products As Returns To Reputations”, Quarterly Journal Of Economics, 98, 659–680.
  • Singh, Jagdip and Robert E. Widing, (1991). “What Occurs Once Consumers Complaint? A Theoretical Model For Understanding Satisfaction/Dissatisfaction Outcomes Of Complaint Responses”, European Journal of Marketing, 25 (5), 30–46.
  • Smyth, P´Adraig Cunningham Barry; Guangyu Wu and Derek Greene, (2010). Does Tripadvisor Makes Hotels Better? (Technical Report Ucd-Csı-2010-06), İnternet Adresi:Https://Www.Csi.Ucd.İe/Files/Ucd-Csi-2010-06.Pdf., Erişim Tarihi: 28.09.2014.
  • Strıngam, Betsy Bender and John Gerdes, Jr., (2010). “An Analysis of Word-of-Mouse Ratings And Guest Comments of Online Hotel Distribution Sites”, Journal of Hospitality Marketing and Management, 19, 773–796.
  • Su, Allan Y., (2004).“Customer Satisfaction Measurement Practice İn Taiwan Hotels”, Hospitality Management, 23, 397–408.
  • Tripadvisor.com, (2014). “Fact Sheet”, İnternet Adresi: http://www.tripadvisor. com/presscenter-c4-fact_sheet.html, Erişim Tarihi: 28.09.2014.
  • Westbrook, Robert A., (1987). “Product/Consumption-Based Affective Responses And Postpurchase Processes”. Journal of Marketing Research, 24 (3), 258–270.
  • Wreden, Nick, (2005), Profit Brand: How To İncrease Profitability, Accountability & Sustainability Of Brand. Kogan Page.
  • Wysocki, Allen F., Karl W. Kepner and Michelle W. Glasser, (2001). Customer Complaints and Types of Customers. University of Florida Ifas Extension. https://edis.ifas.ufl.edu/hr005.
  • Ye, Qiang; Huiying Li, Zhisheng Wang and Rob Law, (2014).“The Influence Of Hotel Price On Perceived Service Quality And Value İn E-Tourism: An Empirical Investigation Based On Online Traveler Reviews, Journal Of Hospitality And Tourism Research, 23- 39.
  • Ye, Qiang; Rob Law and Bin Gu, (2009). “The Impact Of Online User Reviews On Hotel Room Sales”, International Journal of Hospitality Management, 28 (1), 180-182.
  • Yoo, Kyung-Hyan and Ulrike Gretzel, (2009). Comparison Of Deceptive And Truthful Travel Reviews. İç. Wolfram Höpken, Ulrike Gretzel and Rob Law (Ed.), Information And Communication Technologies İn Tourism, Springer-Verlag, Wien, The Netherlands, 37–47.
Toplam 40 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Zaid Alrawadieh

Şehnaz Demirkol

Yayımlanma Tarihi 1 Haziran 2015
Yayımlandığı Sayı Yıl 2015 Cilt: 3 Sayı: 1

Kaynak Göster

APA Alrawadieh, Z., & Demirkol, Ş. (2015). KONAKLAMA İŞLETMELERİNDE E-ŞİKÂYET YÖNETİMİ: İSTANBUL’DAKİ BEŞ YILDIZLI OTELLER ÜZERİNDE BİR ÇALIŞMA. Nişantaşı Üniversitesi Sosyal Bilimler Dergisi, 3(1), 130-148.

Nişantaşı Üniversitesi kurumsal yayınıdır.