Although safety and security are seen as a priori for a prosperous tourism industry in any destination, safety and security perception and its infl uence on tourist behaviour have received limited empirical attention from researchers. This study investigated tourists' perception of the safety and security of a destination in relation to the level of satisfaction with their trip, using Turkey and its visitors as a case in point. The stepwise regression analysis was employed to investigate the relationship between trip satisfaction, safety and security-related variables, existence of product or service failure, and selected demographic variables. Results showed that positive perception of Turkey's hygiene and health, and safety and security helped visitors to have greater trip satisfaction, especially if they stayed longer and enjoyed their trip without any product or service failure; however, German tourists and tourists with a secondary school degree are more likely to have less trip satisfaction. Keywords: safety and security; product failure; service failure; service recovery; Turkey; European tourists.BACKGROUND OF THE STUDY M aslow's (1970) theory of hierarchy of needs, defi ning basic and higher level human needs with differing levels of importance, is one of the most used theories in explaining human phenomena, including consumer behaviour in tourism. Although Maslow's theory is never supported with empirical evidence, it is only natural to assume that people need an assurance of satisfaction in basic needs even when they are trying to satisfy a higher level need, namely the search for love, esteem, status or self-actualisation. Travelling, as a means to reach these higher level needs, involves complicated decision-making because it demands satisfaction of both basic and higher level needs. As Um and Crompton (1992) stressed, travel destination choice is likely to be marked by uncertainty and risk because of potential tourists' high reliance on external information rather than self-experience. Safety and security concerns of tourists are associated with risks of different types. Although 10 different risks are identifi ed by researchers (Sonmez and Graefe, 1998), they can be grouped into six general types: functional risk, fi nancial risk, time risk, physical risk, psychological risk and social risk. A decision made under uncertainty can involve one or more of these risks, perceived or real. In other words, a choice of travel destination may not provide the expected experiences, hence, resulting in loss of money, time and effort, as well as physical harm, psychological consequences and criticism from social circles.A potential tourist experiences a dilemma, more so in the consumption of an unknown travel destination, especially distant countries: the dilemma of choosing between safety/security and new things that provide unique experiences (Cohen, 1972(Cohen, , 1995 ', 'safety', 'security' and 'risk' (Echtner and Ritchie, 1993;Lubbe, 1998;MacKay and Fesenmaier, 2000;Rezende-Parker et al., 2003), a...

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PurposeThe purpose of this paper is to examine the relationships between perceived organizational support, work-family conflict, family-work conflict and presenteeism in the context of hotel industry. Design/methodology/approachData were collected via survey administered to 402 employees of five-star hotels in Antalya, Turkey. Data were analyzed using SPSS package program. FindingsThe results showed that there was a significant and negative relationship between perceived organizational support and presenteeism and a significant and positive relationship between work-family/family-work conflict and presenteeism. Moreover, perceived organizational support had no significant effect on presenteeism, while work-family/family-work conflict had a significant effect on presenteeism. Practical implicationsHotels need a healthy and productive workforce to ensure customer satisfaction and increase the quality of service. Reducing work-family/family-work conflict and increasing organizations’ support to employees is critical for protecting employee health and eliminating presenteeism behavior. Originality/valueThis study provides organizations with practical and theoretical implications to improve employee health and productivity.

PurposeThe purpose of this paper is threefold: measure the differences in importance of cultural values between Turkish hosts and European guests; measure perceived cultural difference (distance) to see if importance of cultural values are commensurate with cultural distance perception; and identify potential influence of perceived cultural distance on job satisfaction for Turkish service providers (hosts) and trip satisfaction for European consumers (guests).Design/methodology/approachA survey research was conducted in tourist towns in the Southwest part of Turkey to gather data from Turkish hosts (service providers) and European tourists. Two stepwise regression analyses were conducted to assess the magnitude of the relative impact of several variables on job satisfaction for hosts and trip satisfaction for guests.FindingsAlthough results revealed differences in cultural values, cultural distance perception and satisfaction, the stepwise regression analyses did not reveal any influence of perceived cultural distance on satisfaction for either hosts or guests.Research limitations/implicationsThe findings of this study may not apply to all tourism consumption settings since respondents were surveyed in a general tourism setting context rather than limiting them to a certain consumption setting such as a restaurant, a hotel or a cruise ship.Originality/valueBy shedding light on cultural distance and its influence on both demand and supply side aspects, this study addresses a long‐neglected aspect in literature. Although several studies provide discussions on the impact of culture on both service providers' and consumers' attitude and behavior, there is a lack of empirical studies on the relationship between cultural distance and satisfaction.

Bu çalışmanın amacı, işletmelerde sıklıkla karşılaşılan presenteeism sorununu irdelemek ve bu soruna yönelik otel işletmelerinde bir değerlendirme yapmaktır. Çalışanların hasta olmalarına rağmen işe devam etmeleri ve verimsiz çalışmaları olarak değerlendirilen presenteeism, verimsiz çalışmaya bağlı olarak işletmeler için büyük maliyetlere neden olmaktadır. Bu durum emek-yoğun özellik gösteren otel işletmelerinde de ortaya çıkmaktadır. Otel işletmelerinde insan ilişkilerinin yoğunluğundan kaynaklı stresli çalışma ortamının, uzun çalışma saatlerinin ve vardiyalı çalışma düzeninin presenteeismi artıran faktörler olduğu düşünülmektedir. İşletmeler, çalışan memnuniyetini ön planda tutan uygulamalar, çalışanların fiziksel ve ruhsal sağlığını iyileştirecek önlemler alarak presenteeism sorununa yönelik çözümler üretebilir.