Purpose The study was carried out to better understand the behaviour of tourists from different cultures and backgrounds, and to provide strategic solutions for tourism managers. The purpose of this study was to determine the relationships between the cultural dimensions of Hofstede and customer complaint behaviours. Design/methodology/approach Exploratory factor analyses were carried out separately for national culture and complaint behaviour scales and the factor structuring was then tested using a confirmatory factor analysis. Structural equation modelling (SEM) was used to test theoretical correlations and a conceptual model was created to put forward the correlations between national cultural dimensions and complaint behaviours, as well as to examine the impact of variation in one dimension on the other. Findings Significant correlations were observed between power distance and both public action and no action behaviours, uncertainty avoidance and public action and private action, as well as individualism/collectivism and public action. Research limitations/implications The sample population of the study included foreign tourists visiting Manavgat district in 2015. Manavgat as a destination is preferred by foreign tourists, rather than domestic tourists. In addition, many accommodations in the region only host guests from particular nationalities. For this reason, domestic tourists were not included in the survey. A limitation of the research is the fact that it focused only on hotel management. Extending the scope of the study in future research—the study could be carried out for a wider area and include other sectors—would increase the effectiveness of the study. Practical implications The results shed light on the fact that customers perform different complaint behaviours depending on variation in national cultural dimensions. In this context, the findings contribute to the hotel management literature and to the development of management strategies such as staff training, effective complaint solution methods, increasing customer complaints, using indirect resources effectively and decreasing the cost of solutions. The research also aims to create awareness in hotel managers by highlighting the importance of this issue. Originality/value In many of the studies where customer complaint behaviour and culture are analysed together, culture is regarded primarily as a geographical region, or as ethnical origin. Using Hofstede’s national cultural dimension scale, and taking into consideration all the national cultural dimensions, adds originality to this research. This study is one of the first to explore the impact of cultural dimensions on customer complaint behaviours in Turkey. This is also one of the first studies on complaint behaviour in the hotel industry.

This study examines the relationship between local food quality perception, dining satisfaction, and post-dining behavioral intention in the context of sustainable gastronomy tourism in Manavgat/Antalya. The research also analyzes the moderator roles of food neophilia and neophobia in this relationship. A face-to-face survey was conducted with the tourists who visited the region and experienced local restaurants. Accordingly, 487 participants were interviewed. In order to analyze the collected data, data survey analysis was applied, and the findings were analyzed using AMOS software (Version 24) to test the structural model. The results have shown that the core perceptions of local food and delivery quality positively affect dining satisfaction, whereas no effect on external quality has been found. Moreover, the findings have also revealed that dining satisfaction positively influences post-dining behavioral intention. In addition, food neophilia and neophobia moderate the relationship between dining satisfaction and post-dining behavioral intention. These findings have emphasized the importance of promoting local food quality to increase tourists’ dining satisfaction and their intention to participate in sustainable gastronomy tourism. Destination managers should collaborate with food producers to create a branded local food line that offers sustainable and delicious options, thereby enhancing the travel experiences of domestic and foreign tourists.

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This research has been conducted to determine the effect of tourists’ beliefs of climate change on the NEP and ecotourism attitudes. In addition to this purpose, the moderator role of green self-identity in the effect of the NEP on ecological attitudes has also been examined. The research data were obtained from the tourists visiting the Alanya destination, which is one of the centers that attract the most tourists in Turkey. When the results of the research were examined, it could be determined that the belief in climate change is effective on all dimensions of the NEP, and similarly, all dimensions of the NEP have also affected the tourists’ ecological attitude. Further, green self-identity has a moderator role in the effect of ecocentric and anthropocentric sub-dimensions on eco-tourism attitudes. As a consequence of the findings, a number of theoretical and practical implications have been developed for sector managers, destination management organizations, and academicians.