Ticari Bilimler Fakültesi / Faculty of Commercial Science

Permanent URI for this collectionhttps://hdl.handle.net/11727/2074

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Author: search.filters.author.Oksuz, Mervesearch.filters.applied.f.language: search.filters.language.eng

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    Antecedents of tourist food consumption: food choice motives of foreign tourists in Turkey
    (2023) Ekizler, Huseyin; Oksuz, Merve; Durmus, Beril; Shipman, Zehra Dilistan; 0000-0003-2470-7919
    Culinary or gastronomy tourism has become a rising issue nowadays. People want to discover new flavour while travelling. Food consumption is the combination of one's cultural, social, psychological and sensory acceptance factors and it is a very complex decision-making process. Food consumption is also associated with motivational factors which are mood, health, sensory appeal, familiarity, convenience, price and natural content. The antecedents of tourist food consumption and food choice motives of foreign tourists in Istanbul were examined. The results show that sensory appeal, mood, natural content, health content and convenience had positive and direct connection with tourist food consumption intentions. There is no statistically significant evidence to support the associations of familiarity and price with the tourist food consumption intentions.
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    THE EFFECT OF CUSTOMER EMPOWERING BEHAVIOURS ON SERVICE PERFORMANCE IN THE HOSPITALITY INDUSTRY
    (2021) Oksuz, Merve
    Under highly competitive service industry, customers are more selective while making their decisions. Thus, companies' response customers' needs and wants immediately and meet their expectations by creating unique services. Customers' actions may encourage and motivate employees to make decisions about successful service delivery which is called customer empowering behaviors. This article aims to explain antecedents of customer empowering behaviors which have impacts on employee absorption and customer service performance in the service industry. In this study, a multilevel conceptual model is used and suggests that customer empowering behaviors will be efficient on customer service performance through fostering job engagement. Quantitative research method is used by collecting questionnaires from 421 frontline employees who work either at the reception desk or guest relations in hotels with 4 and 5 stars in the South and South Western districts of Turkey. SEM and HLM were used to analyze collected data in research. The results indicate that customer empowering behaviors play a vital role that affects customer service performance through promoting employee absorption, however, customer complexity has not any significant effect on relationships between customer empowering behaviors and employee absorption and customer service performance.