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.
PurposeBased on US college student and adult samples, Kasser and Sheldon suggested that time affluence (TA) may be a more significant predictor of subjective well‐being than material affluence (MA). This paper aims to replicate and extend their findings to an employed sample from another country and culture.Design/methodology/approachData were collected from 877 men and women managers and professionals working in the manufacturing sector in Turkey using anonymously completed questionnaires.FindingsThis sample worked long hours and earned significantly less income than did the US samples. TA and MA were uncorrelated in this sample though positively and significantly correlated in the US samples. Income emerged as a significant predictor of MA but not TA. Hierarchical regression analyses, controlling for both personal demographics (e.g. age, education) and work situation characteristics (e.g. organizational level, organizational tenure) showed that TA and MA were significant predictors of most work outcomes (e.g. job satisfaction, job stress) and indicators of psychological well‐being (e.g. psychosomatic symptoms, life satisfaction).Research limitations/implicationsData were collected at one point in time so issues of causality cannot be addressed. Results suggest that further research on TA and MA should be carried out in countries having different values and levels of development than in North America.Originality/valueThese findings partially replicate US results and extend them to women and men working in a single occupation in another country. They suggest that further research on TA and MA should be carried out in countries having different values and levels of development than in North America.
The hospitality and tourism industry is a significant contributor to the economies of many countries. As a result, countries need an educated, skilled and committed workforce to be successful. To fill this need, colleges and university have developed programs of study to improve the quality of human resources working in this industry. This study considers predictors of comment to a career in hospitality and tourism among 640 male and 375 female university tourism students in Turkey. Three types of predictors were examined using hierarchical regression analyses: work values, levels of student engagement during their program of study, and levels of student burnout during their university studies. Work values were unrelated to commitment to a career in hospitality and tourism: students' reporting higher levels of engagement, and those reporting lower levels of burnout, were more committed to careers in tourism. Implications of these findings for university tourism programs and employers of graduates of university tourism programs are offered.
This research primarily aimed to illustrate the national differences of passengers regarding their perceptions of Turkish airport safety. Secondly, airport safety perceptions by some other consumer characteristics such as demographics, flight characteristics, fairness perception and satisfaction from airport services were tried to be revealed.The research had a between-groups comparison design of data obtained in a one time measurement of the field. The predictions were tested in a sample of 911 Turkish and, 595 European passengers in Turkish airports. Data collecting method used in the study was 7-point Likert type self-report questionnaire filled by the respondents on voluntary basis in a categorical and random sampling. Independent sample t-tests, one-way Analysis of Variance ANOVA were used to reveal group differences in safety perceptions by nationalities and some other consumer www.ccsenet.org/ijbm International Journal of Business and Management Vol. 6, No. 4; April 2011 Published by Canadian Center of Science and Education 91 characteristics.Significant differences among nationalities were found regarding safety perceptions. Meaningful differences were found by flight frequency, fairness perception and satisfaction degree from the services at airport. Study gains importance as being of the first time investigation of the differences between European and Turkish passengers about Turkish airports regarding safety perception.
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