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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The aim of this study was three-fold: first, to develop an instrument to evaluate food and beverage service quality in spa hotels; second, to identify aspects of food and beverage service quality of which customers had the highest expectations, i.e. the key dimensions of food and beverage service quality in spa hotels; third, to measure customer perceptions of the spa hotels in this study and to identify those dimensions with the largest gap between customer expectations and perceptions. Design/methodology/approach -A self-administrated questionnaire was distributed to 331 customers at four different spa hotels in Balikesir, Turkey. Exploratory and confirmatory factor analysis was used to identify service quality dimensions. Cronbach Alpha indicated the reliability of the factors identified. Customer expectations, perceptions and gaps between expectations and perceptions for each dimension were measured. Findings -Factor analysis revealed six quality dimensions: "assurance and employee knowledge"; "healthy and attractive food"; "empathy"; "tangibles"; "responsiveness of service delivery"; "reliability". Customer expectations were highest for "tangibles" and "assurance and employee knowledge". The largest gaps between perceptions and expectations were for "healthy and attractive food" and "tangibles". Practical implications -Key dimensions for food and beverage service quality in spa hotels were identified and a reliable instrument for measuring provision was developed. This should be applied by managers on an ongoing basis to evaluate their performance and give them a better understanding of food and beverage service quality in spa hotels. The study provides specific information on the performance of Turkish spa hotels in relation to food and beverage service quality. Originality/value -This research addresses the paucity of research on customer perspectives of food and beverage provision in spa hotels and contributes to enhanced understanding of spa tourists and their expectations and perceptions of the service quality of food and beverage service quality.

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ÖzYapılan bu çalışmanın amacını, Gaziantep ve Hatay illerinde faaliyet gösteren 3, 4 ve 5 yıldızlı otellerin Yeşil Yıldız uygulama düzeylerinin ortaya konularak, otellerin Yeşil Yıldız uygulamalarında otellerin statü ve hizmet ettikleri şehre göre farklılık olup olmadığının tespit edilmesi oluşturmaktadır. Amaçların gerçekleştirilebilmesi için oluşturulan anket formu, Gaziantep ve Hatay'da faaliyet gösteren toplam 40 otelde görev yapan yöneticiler üzerinde gerçekleştirilmiştir. Yapılan araştırmanın sonucunda otellerde Yeşil Yıldız'a yönelik uygulama düzeyinin 'orta' seviyede olduğu tespit edilirken, farklı statülere sahip otellerde uygulama düzeyleri arasında çeşitli farklılıklar olduğu ortaya konulmuştur. Öte yandan Gaziantep ve Hatay'da faaliyet gösteren otellerde Yeşil Yıldız uygulama düzeylerinde herhangi bir anlamlı farklılığa rastlanmazken, otellerin sınıfına göre ortaya çıkan farklılığın en önemli etkeninin ise 3 yıldızlı otellerde yapılan uygulamalardan kaynaklandığı tespit edilmiştir.Anahtar Kelimeler: Yeşil Yıldız, Otel İşletmeleri, Yeşil Uygulamalar, Gaziantep, Hatay. AbstractThe aim of this study is twofold. Revealing to extent to which three-star, four-star and five-star hotels operate in accordance with green-star (GS) protocols is constituting the main aim of this study while comparing these hotels according to their class and location stands as the second aim of the study. The comprasion principle of this study was formed by taking the green-star protocols into consideration. To achive the above mentioned aims, an experimental study was conducted on executives in 40 hotels via a questionnarie form. It could be deduced from the conclusion of this study that , these hotels regulate their acitivities on a medium degree in view of the green-star protocols. Considering application levels of all hotels in sample, no significiant difference was observed between hotels located in two cities. However, a significiant difference was found out between the class of hotels. The main difference in these hotels derived from the practicing discrepancies of three-star hotels.Keywords: Green-star, Hotel Enterprises, Green Practices, Gaziantep, Hatay. GİRİŞİnsanlar geçmişten günümüze yakın çevreleriyle sürekli iç içe olmuşlar ve ihtiyaçlarını yakın çevrelerindeki doğal kaynaklardan sağlamışlardır. Ancak, zaman içerisinde bu faydalanmalar aşırı ve tahrip edici bir hale gelince çevre sorunları ortaya çıkmış ve bu sorunlar insan yaşamını tehdit altına almıştır. Dünyanın karşı karşıya kaldığı çevre sorunlarının küresel karakteri, insanlığın en büyük ortak endişesi haline gelmiştir. Yirminci yüzyılda ortaya çıkan ve yirmi birinci yüzyıla kadar devam eden temel sorunlar küresel ölçekte; iklim değişikliği, sınırı aşan su ve hava kirliliği, kimyasal kazalar ve tehlikeli atıkların taşınımı gibi sorunlar olarak gözlemlenmiştir (Sonnedfeld ve Mol, 2002). Çevre sorunlarının hızla artmasıyla bu sorunlar, dünya ülkelerinin en önemli gündem maddelerinden birisini oluşturmuş ve 1970 ila 1980'li yıllarda çevre sorunları daha sesli b...