Tourist Satisfaction and Food Service Experience: Results and Implications of an Empirical Investigation

ATILLA YUKSEL* - MIKE RIMMINGTON**
*Sheffield Hallam University
**Sheffield Hallam University

ABSTRACT
The main aim of this study is to ascertain causes of tourist dis/satisfaction and specifically to investigate whether the food service experience holds any significant effect in determining satisfaction and behavioural intentions. Tourist perceptions of the facilities and services that they have experienced are assessed in order to determine what brings satisfaction, intention to recommend and intention to return. What impacts on dissatisfaction is also investigated. The results indicated that holiday satisfaction is a multifaceted concept consisting of 16 dimensions. The results further revealed that the food service experience is a critical factor which is salient in its potential to cause both satisfaction and dissatisfaction. The study concludes that the food service experience represents both a threat and an opportunity for destination managers as it has the capability of promoting as well as damaging a destinationís image.

Keywords: tourist satisfaction, food service experience, performance, critical factors.


Managerial Behaviour and Effectiveness Perceptions of Female Managers in the Hospitality Industry

OZNUR YUKSEL* - MERYEM AKOGLAN**
*Gazi University
**Anadolu University

ABSTRACT
This article, deals with the perceptions of female managers in four- and five -star hotels at Marmara region upon their own managerial behaviour and effectiveness following a theoretical framework on managerial behaviour and female managers the results of an empirical research were presented and discussed. By means of a comprehensive questionnaire, female managers of were investigated according to their self-perceptions. The results were categorized by their levels in management, education, tenure and departments. After evaluating the general outlook of the sample according to these criteria of clustering, effectiveness perceptions, managerial behaviour and their comparative data were analysed. Conclusions indicate that female managers had usually higher tourism education, even though most of them had been placed at lower status levels. Significant was also their affirmative effectiveness perceptions. They seemed to attribute nearly the same importance to job-centered and human-centered types of managerial behaviour. Moreover, it was found out that the diversity of opinions on the effectiveness and behavioural dimensions had predominantly reflected themselves of the diversity of job-centered versus human-centered inclinations.

Keywords: Female managers, Hospitality Industry, Managerial Behavior, Effectiveness Perceptions, Turkey.


Market Segmentation of European and Turkish Travelers to North Cyprus

NURDAN YAVUZ* - SEHYMUS BALOGLU** - MUZAFFER UYSAL***
*Istanbul Swiss Hotel
**University of Nevada Las Vegas
***Virginia Polytechnic Institute and State University

ABSTRACT
The main objective of this study is to examine visitor characteristics and travel behavior of European and Turkish travelers visiting North Cyprus. In order to develop an effective marketing strategy, tourism destinations should be aware of the needs, wants, and preferred activities of their target market(s). The analysis of the study data revealed that there are significant differences between the two types of travelers with respect to travel motivations, travel activities, and trip behaviors. It is interesting to note that North Cyprus appears to be doing a good job in satisfying the needs and wants of European visitors but not Turkish visitors. It is suggested that North Cyprus should strive to meet the specific needs of both segments since these two segments make up the major international market of North Cyprus. The visitor database formed from the study may be of help in providing information that could be utilized by tourism officials, hotel and resort managers and travel intermediaries, and entertainment and recreations clubs in North Cyprus.

Keywords: Market profile, motivations, trip behavior, preferred activities, trip evaluation.