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Hotel Guests’ Satisfaction with Employees in Istanbul and Barcelona

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Tourist Behavior

Part of the book series: Tourism, Hospitality & Event Management ((THEM))

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Abstract

This chapter reports results of a comprehensive investigation on the antecedents of guests’ satisfaction with employees of Istanbul hotels. The first phase of the study showed that at those hotels where participation mechanisms are available for greater numbers of employees, there are also higher levels of employee satisfaction, but trust in organization did not follow the same trend. Demand for participation seems to decrease trust in organization, because in this high power-distance setting, employees may find such contribution cumbersome. Suggestions for human resource managers are provided, to keep the levels of trust in organization at a level that would not negatively influence other organizationally important attitudes. In the second phase, Barcelona and Istanbul’s comparability in terms of hotel guests’ satisfaction with employees was tested with matched samples. The result suggests that data obtained from online ratings in separate destinations could be useful for preliminary comparisons. Reported findings could be valuable for both organizational improvement and knowledge development in service sector organizations.

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Acknowledgements

The authors wish to acknowledge the support of Hotel Association of Turkey (TÜROB) and the financial support of Bogazici University Research Fund with Grant Number 6510.

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Authors and Affiliations

  1. Department of Tourism Administration, Bogazici University, Istanbul, Turkey

    Kivanc Inelmen & Burcin Hatipoglu

Authors
  1. Kivanc Inelmen
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  2. Burcin Hatipoglu
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Correspondence to Kivanc Inelmen .

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Editors and Affiliations

  1. School of Tourism and Hotel Management, Dokuz Eylül University, İzmir, Turkey

    Metin Kozak

  2. Faculty of Tourism, Anadolu University, Eskişehir, Turkey

    Nazmi Kozak

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Inelmen, K., Hatipoglu, B. (2018). Hotel Guests’ Satisfaction with Employees in Istanbul and Barcelona. In: Kozak, M., Kozak, N. (eds) Tourist Behavior. Tourism, Hospitality & Event Management. Springer, Cham. https://doi.org/10.1007/978-3-319-78553-0_5

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