Turizm Fakültesi

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Case Study as a Research Method in Hospitality and Tourism Research: a Systematic Literature Review (1974-2020)
(Sage Publications inc, 2021) Cakar, Kadir; Aykol, Sehmus
This systematic literature review aimed to investigate the use of case study method in hospitality and tourism research to increase the awareness about the use of case study as a research method. Data were collected (n = 871) from 10 leading hospitality and tourism journals published between 1974 and 2020. A thematic analysis of the data was conducted using Leximancer as a computer-aided analysis software. The study findings reveal an overall mislabel and misuse of the case study method. Suggestions are provided to improve case study method applications and increase case study research for more theory development in hospitality and tourism research.
Citation - WoS: 93
Citation - Scopus: 118
A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots
(International Journal of Hospitality Management, 2020) Seyitoğlu, Faruk; Ivanov, Stanislav; 11.02. Department of Tourism Guidance / Turizm Rehberliği Bölümü; 11. Faculty of Tourism / Turizm Fakültesi; 01. Mardin Artuklu University / Mardin Artuklu Üniversitesi
This study aims to develop a conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world. Several theoretical approaches such as resource-based view, value chain analysis, stakeholder theory, PESTEL analysis, positioning strategy, and service delivery system design were adopted. The paper identified three service delivery system designs (robotic, human-based, and mixed) and analyses their requirements, advantages, disadvantages, and potential target markets. According to the suggested model, hospitality firms need first to explore the expectations of tourists. Then comes the analysis phase (based on a holistic perspective, and consisting of RBV, Value chain, Stakeholder, and PESTEL analyses), which helps hospitality firms to identify how they should differentiate and position themselves in the market. Following, companies decide on what kind of service delivery system they should offer to their target customers, and position themselves in the market according to the chosen system.
Citation - WoS: 38
Citation - Scopus: 58
Critical success factors for tourist destination governance in times of crisis: a case study of Antalya, Turkey
(ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD, 2018) Cakar, Kadir; 11.03. Department of Tourism Management / Turizm İşletmeciliği Bölümü; 11. Faculty of Tourism / Turizm Fakültesi; 01. Mardin Artuklu University / Mardin Artuklu Üniversitesi
The aim of this paper is to identify the critical success factors for the development of crisis management and strategy for the governance of the tourist destination of Antalya, Turkey. Data was obtained from in situ interviews, participant observation, and documentation. Interviews were conducted with the main tourism stakeholders representing both public and private sectors in Antalya. Findings show that the critical success factors of responsiveness, shared roles, strategy formation, and collaboration are vital for effective crisis management. The study also highlighted the fact that in the area of shared roles and collaboration, encompassing the characteristics of coordination, communication, cooperation, and knowledge transfer, stakeholders are proving ineffectual, thereby obstructing the development of necessary strategies for crisis management and the recovery process. Further, ineffective governance, adopted by local stakeholders, has had a substantial negative impact on the process of developing future effective crisis management strategies.
Equal Employment Opportunity and Diversity in Restaurant Labor: Perspectives of Restaurant Employees and Managers in the USA
(Emerald Group Publishing Ltd, 2024) Seyitoglu, Faruk; Atsiz, Ozan; Acar, Aysegul
PurposeThis study was designed to contribute to the extant literature by discovering the perceptions of restaurant employees and managers toward equal opportunities in restaurant labor and working in a diversity-rich restaurant work environment.Design/methodology/approachA qualitative research approach was utilized. Through in-depth interviews, data were collected purposefully from restaurant workers in different positions (e.g. managers, servers, chefs and cooks) in the USA.FindingsAs a result of content analysis, different perspectives emerged on equal employment opportunity and diversity in restaurant labor. While some employees and managers believe that restaurant labor has equal employment opportunities, others think there is a lack of equal employment opportunity and partial equal employment opportunity in the industry. Most participants perceive working in a diversity-rich restaurant work environment as beneficial (an opportunity to learn about different cultures and an opportunity to learn different experiences and approaches).Originality/valueTo the best of our knowledge, this is the first paper to explore employees' and managers' perceptions of equal employment opportunity and diversity in the hospitality labor context, specifically restaurant labor. Therefore, the research findings will create value for scholars to understand the view on equal employment opportunity and diversity in restaurant labor. Further, it will assist practitioners in designing their labor structure regarding equal employment opportunity and diversity management for the future.
Citation - WoS: 6
Citation - Scopus: 7
The future of restaurant labour: evidence from the U.S. restaurants
(Routledge, 2023) Seyitoğlu, Faruk; Atsız, Ozan; Acar, Ayşegül; 11.02. Department of Tourism Guidance / Turizm Rehberliği Bölümü; 11. Faculty of Tourism / Turizm Fakültesi; 01. Mardin Artuklu University / Mardin Artuklu Üniversitesi
This study contributes to the literature by delving into the perspectives of restaurant employees and managers in the USA about the future of restaurant labour. Through a qualitative research approach, we conducted 25 semi-structured interviews with employees and managers. The findings reveal the challenges of restaurant labour, including high turnover rates due to long hours and working during holidays and weekends, lack of work-life balance, and high levels of stress and pressure on employees. The impacts of the COVID-19 pandemic on the future of restaurant labour are extracted as restaurant operations-related, management-related, employee-related, and patron-related impacts. Finally, this research highlights the requirements for the future of restaurant labour, which are requirements to enhance the quality of working conditions and decrease the turnover rate and requirements to sustain in the restaurant industry as an employee.
Hotel Managers' Perceptions Towards the Use of Robots: a Mixed-Methods Approach
(Springer Heidelberg, 2020) Seyitoglu, Faruk; Markova, Martina; Ivanov, Stanislav
Adopting a supply-side perspective, the paper analyses Bulgarian hotel managers' perceptions of service robots using a convergent mixed methods design. Structured quantitative data were collected from 79 managers using a questionnaire, while interviews were used for the collection of qualitative data from 20 managers. The findings indicate respondents feel that repetitive, dirty, dull, and dangerous tasks in hotels would be more appropriate for robots, while hotel managers would rather use employees for tasks that require social skills and emotional intelligence. The individual characteristics of respondents and the organisational characteristics of the hotels they currently worked in played little role in their perceptions of service robots. The managers considered that robots would decrease the quality of the service and were generally not ready to use robots. Additionally, the interviewees indicated that skilled and well-trained employees were more valuable and more adequate than robots for the hospitality and tourism industry. Theoretical and managerial implications are provided as well.
Citation - WoS: 1
Overtourism: Tourism Management and Solutions
(ELSEVIER SCI LTD, 2021) ÇAKAR, Kadir; 11.03. Department of Tourism Management / Turizm İşletmeciliği Bölümü; 11. Faculty of Tourism / Turizm Fakültesi; 01. Mardin Artuklu University / Mardin Artuklu Üniversitesi
In recent years, many tourism destinations have faced the problem known as “overtourism”, including several European destinations that face critical issues in developing solutions to cope with the issues they experience. Cities ensure visitors have a wide variety of facilities to interest them, but this can result in attracting too many tourists (Koens, Postma, & Papp, 2018), resulting in significant pressures and rapid urbanisation. The recent growth of tourism in urban areas has brought about a substantially increased demand for urban tourism (UNWTO, 2018). The overtourism phenomenon is defined by Milano, Cheer, and Novelli (2018) as, “the excessive growth of visitors leading to overcrowding in areas where residents suffer the consequences of temporary and seasonal tourism peaks, which have enforced permanent changes to their lifestyles, access to amenities and well-being”. As a result, a drastic shift has been seen in the perceptions of local people of tourism in many destinations due to mass tourism, which has become a significant problem for local residents who react by protesting in the streets (Goodwin, 2017).
Citation - WoS: 5
Citation - Scopus: 8
The past of tourist behaviour in hospitality and tourism in difficult times: a systematic review of literature (1978-2020)
(Emerald, 2022) Çakar, Kadir; Aykol, Şehmus; 11.03. Department of Tourism Management / Turizm İşletmeciliği Bölümü; 11.01. Department of Gastronomy and Culinary Arts / Gastronomi ve Mutfak Sanatları Bölümü; 11. Faculty of Tourism / Turizm Fakültesi; 01. Mardin Artuklu University / Mardin Artuklu Üniversitesi
Purpose The purpose of this study is to fill a gap in literature with a meta-analysis of previous studies assessing the decision-making processes of travellers when choosing holiday destinations in times of crisis. Design/methodology/approach This study presents here an abductive analysis of the findings of 737 peer-reviewed studies published in leading hospitality and tourism journals between 1978 and 2020. The studies in question concentrate on tourist typologies and behaviours when making destination choices in times of crisis, and the garnered data was subjected to a computer-aided data analysis adopting a thematic analysis technique, making use of Leximancer software. Findings The data was subjected to a thematic analysis and clustered under five main categories based on the distribution of articles by publication year, research topic, author contributions, articles by journal and articles by country (e.g. tourist typology, travellers' decision-making, holiday decision-making, tourist decision-making, destination choice, traveller behaviour and vacation decision-making). Research limitations/implications The limitations of this study include its inclusion only of articles listed in the SCOPUS, Web of Science and ScienceDirect databases. This study makes a critical assessment of the current gaps in literature and proposes questions to be raised in future studies. Originality/value This study proposes several topics for future investigation that are considered necessary to close crucial gaps in our understanding of the tourism sector's response to behavioural trends. The authors' intention in this regard is to increase the scholarly awareness of decision-making models relevant to destination choice by linking tourist typologies and the behaviour exhibited before, during and after crises.
Citation - WoS: 12
Citation - Scopus: 20
Robots and emotional intelligence: A thematic analysis
(Elsevier, 2024) Seyitoğlu, Faruk; Ivanov, Stanislav; 11.02. Department of Tourism Guidance / Turizm Rehberliği Bölümü; 11. Faculty of Tourism / Turizm Fakültesi; 01. Mardin Artuklu University / Mardin Artuklu Üniversitesi
The research on emotional intelligence in social robots is growing. This paper provides a thematic analysis of the studies on robots and emotional intelligence, synthesising and evaluating current knowledge and research topics. In addition, based on the thematic analysis of the studies, it also provides a conceptual framework explaining the emotional intelligence of robots that includes both actors (human and robot) in a human-robot interaction setting. The findings are based on the analysis of 252 studies published until the end of 2022 and indexed in the Scopus database. The results unveiled two main themes (robot design-technical developments and characteristics and human-robot interaction), including sub-themes and topics that emerged in the literature. Finally, the themes and sub-themes were evaluated through a critical discussion to develop a conceptual framework for robots and emotional intelligence.
Citation - WoS: 54
Citation - Scopus: 68
Robots as restaurant employees - A double-barrelled detective story
(Elsevier, 2021) Seyitoğlu, Faruk; Ivanov, Stanislav; Atsız, Ozan; Çifçi, İbrahim; 11.02. Department of Tourism Guidance / Turizm Rehberliği Bölümü; 11. Faculty of Tourism / Turizm Fakültesi; 01. Mardin Artuklu University / Mardin Artuklu Üniversitesi
The paper evaluates the perceptions of Turkish restaurant managers and customers towards service robots. The sample includes 26 managers and 32 customers. Data were collected through semi-structured interviews. The findings reveal that robots are suitable for dirty, dull, dangerous and repetitive tasks. Customers have mostly positive attitudes towards robots while managers – mostly negative. However, respondents agree that robots improve service quality. A mixed service delivery system based on human-robot collaboration is perceived as the most appropriate. Customers are willing to pay more for the robotic service experience. Theoretical and managerial implications are discussed as well.
Citation - WoS: 27
Citation - Scopus: 32
Service robots and perceived discrimination in tourism and hospitality
(ScienceDirect, 2023) Seyitoğlu, Faruk; Ivanov, Stanislav; 11.02. Department of Tourism Guidance / Turizm Rehberliği Bölümü; 11. Faculty of Tourism / Turizm Fakültesi; 01. Mardin Artuklu University / Mardin Artuklu Üniversitesi
This study explores the influences of the incorporation of service robots in the service delivery systems of tourism and hospitality companies on the perceived discrimination of tourists and tourism employees. In doing so, a conceptual framework is proposed to explain the relationships between robots-based service delivery systems in tourism and hospitality (e.g., fully robotised and mixed service delivery systems) and discrimination. This paper demonstrates that although service robots may be advantageous in eliminating/mitigating perceived discrimination (from employees to tourists, tourists to tourists, tourists to employees, employer/employee to employee), using robots can also create or aggravate perceived discrimination. Though this study is the first attempt on the subject and presents beneficial knowledge for tourism and hospitality service providers and service robot designers, future empirical studies could shed more light on the relationship between robots-based service delivery systems and discrimination in the tourism and hospitality context.
Citation - WoS: 135
Citation - Scopus: 157
Service robots as a tool for physical distancing in tourism
(Current Issues in Tourism, 2021) Seyitoğlu, Faruk; Ivanov, Stanislav; 11.02. Department of Tourism Guidance / Turizm Rehberliği Bölümü; 11. Faculty of Tourism / Turizm Fakültesi; 01. Mardin Artuklu University / Mardin Artuklu Üniversitesi
COVID-19 pandemic is affecting negatively the tourism and hospitality industry. As people must avoid physical interaction, service robots can be a useful tool to ensure a high level of physical social distance during the epidemic. This paper discusses whether the application of service robots to provide physical distance in the tourism and hospitality context is going to be beneficial or there will be side effects as well. The paper posits that service robots create a technological shield between tourists and employees that increases the physical and emotional distance between them.
Citation - WoS: 15
Citation - Scopus: 20
The two-way perspective of tourism undergraduates towards (post-)viral world: The future of tourism, and vocational development and career
(ScienceDirect, 2022) Seyitoğlu, Faruk; Atsız, Ozan; Kaya, Fazıl; Taş, Sedat; 11.02. Department of Tourism Guidance / Turizm Rehberliği Bölümü; 11. Faculty of Tourism / Turizm Fakültesi; 01. Mardin Artuklu University / Mardin Artuklu Üniversitesi
This timely paper explores the future of tourism and vocational career in the Covid-19 period from the perspective of undergraduate tourism students. The data were collected through semistructured interviews with 30 students majoring in tourism faculty departments following the qualitative methodology. The findings demonstrate that vocational development and career planning in the Covid-19 era and the future of tourism are the main dimensions identifying students’ perspectives. The vocational and psychological pandemic effects are shaping the future career decisions of students. Furthermore, the future of tourism includes the elements related to tourist expectations and behaviours and trends in the (post-)viral tourism.

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