Research Article
Year 2022,
Volume: 6 Issue: 3 (Special Issue: ICTEBS), 519 - 534, 31.12.2022
Abstract
References
- Acar Gürel, D. (2010). Participation in service design process: an empirical research on a hotel (Unpublished Doctoral Thesis). Anadolu University Institute of Social Sciences, Department of Business, Eskişehir.
- Acar Gürel, D. (2018). Design concept and service concept, M. Akoğlan Kozak (Ed.), Service design in (pp.56-199). Eskişehir: Anadolu University Pub. No: 2521.
- Akoğlan Kozak, M. and Acar Gürel, D. (2015). Service design in hotels: a conceptual review, Tourism: An International Interdisciplinary Journal, 63( 2),225-240.
- Çetin, İ. (2009). The effect of brand value and touristic consumer purchasing behavior in hotel businesses: The example of Çeşme (Unpublished Doctoral Dissertation). Dokuz Eylül University, Institute of Social Sciences, İzmir.
- Çetin, İ. (2017). Brand equity and value creation in hotel businesses. Ankara: Detay Pub. Chan, A., Go, F.M. and Pine, R. (1998). Service innovation in Hong Kong: attitudes and practice, The Service Industries Journal, 18(2),112-124.
- Chase, B.R. and Apte, M.U. (2007). A history of research in service operations: what’s the big idea?, Journal of Operations Management, 25(2),375-386.
- Demirarslan, D. (2006). Introduction to interior design for interior architecture students. Kocaeli: Kocaeli University Press.
- Demirarslan, D. and Demirarslan, O. (2020). Design and design process. Kocaeli: İKSAD Pub. Gallouj, F. and Weinstein, O. (1997). Innovation in services. Research Policy, 26(4-5),537-556.
- Gao, Y., Zhang, Q., Xu, X., Jia, F. and Lin, Z. (2022). Service design for the destination tourism service ecosystem: a review and extension, Asia Pacific Journal of Tourism Research, 27(3), 225-245.
- Grönroos, C. (2007). Service management and marketing. West Sussex: John Wiley&Sons. Hall, M.C. and Williams, A.M. (2008). Tourism and innovation. London: Routledge.
- Hjalager, A.-M. (2010). A review of innovation research in tourism, Tourism Management, February, 31(1):1-12.
- Kim, E. (2016). Understanding customer perception of restaurant innovativeness and customer value co-creation behavior. Iowa: Iowa State University.
- Koçoğlu, C.M. (2009). The impact of service quality on customer loyalty and implementation in a five-star hotel business (Unpublished Master Thesis). Düzce University Institute of Social Sciences, Department of Tourism and Hotel Management. Akcakoca.
- Kottler P., Bowen, J. and Makens, J. C. (2003). Marketing for hospitality, and tourism. New Jersey: Prentice Hall.
- Kumar, M.P., Raju, N.V.S. and Kumar, S. (2016). Quality of quality definitions-an analysis, International Journal of Scientific Engineering and Technology, 5(3),142-148.
- Louveau, F. (2022). Service DNA at EHL advisory services. Date of access: 10.10.2022: https://hospitalityinsights.ehl.edu/service-design-definition.
- Martin, J., Elg M. and Gremyr, I. (2020). The many meanings of quality: towards a definition in support of sustainable operations, Total Quality Management & Business Excellence, https://doi.org/10.1080/14783363.2020.1844564.
- Minzberg, H. (1991). Generic strategy, H. Mintzberg and J. B. Quinn (Eds.), in Strategy Process. N.J: Prentice Hall.
- Ocejo, E. R. (2012). At your service: the meanings and practices of contemporary bartenders, European Journal of Cultural Studies, 15(5),642-658.
- Parasuraman, A.; Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1), 12-40.
- Park, J. and Jeong, E.B. (2019). Service quality in tourism: a systematic literature review and keyword network analysis, Sustainability, 11, (3665),1-21.
- Peters, M. and Pikkemaat, B. (2006). Innovation in tourism, Journal of Quality Assurance in Hospitality & Tourism, 6(3-4),1-6.
- Porter, M. (2004). Competitive strategy, techniques for analyzing industries and competitors, New York: Free Press.
- Ramya, N., Kowsalya, A. and Dharanipriya, K. (2019). Service quality and its dimensions, EPRA International Journal of Research and Development, 4(2),38-41.
- Rathmell, J.M. (1966). What is meant by services?, Journal of Marketing, 30, October, 32-36.
- Schaper, M. and Volery, T. (2007). Entrepreneurship and Small Business, Australia: John Viley & Sons. Snyder, H., Witell, L., Gustafsson, A., Fombelle, P. and Kristensson, P. (2016). Identifying categories of service innovation: a review and synthesis of the literature, Journal of Business Research, 69(7),2401-2408.
- Stickdorn, M. and Schwarzenberger, K. (2016). Service design in tourism. Entrepreneurship und Tourismus. M. H. J. Siller and H. A. Zehrer (Eds.) in (pp:261-274). Wien: Linde Int.
- Şat, R. and Ayazlar, R.A. (2022). The effect of QR code applications on customer satisfaction in restaurants, Gaziantep University Journal of Social Sciences, 21(4):2544-2566.
- Turkish Statistical Institute (Türkiye İstatistik Kurumu [TÜİK]). (2019). Annual industry and service statistics, 2019. Date of access: 07.10.2022: https://data.tuik.gov.tr/Bulten/Index?p=Yillik-Sanayi-ve-Hizmet-Istatistikleri-2019- 33599#:~:text=T%C3%9C%C4%B0K%20Kurumsal&text=Ge%C3%A7ici%20sonu%C3%A7lara%20g%C3%B6re%202019%20y%C4%B1l%C4%B1nda,pay%C4%B1%20%28%2C1%20oldu.&text=Tic aret%20sekt%C3%B6r%C3%BC%20ciroda%20%43%2C8,ile%20ilk%20s%C4%B1rada%20yer%20ald%C4%B1. Vatjanasaregagul, L. (2007). The relationship of service quality, consumer decision factors and brand equity, (Unpublished Doctoral Dissertation) Business Administration, Nova Southeastern University.
- Victorino, L., Verma, R., Plaschka, G. and Dev, C. (2005). Service innovation and customer choices in the hospitality industry. Managing Service Quality: An International Journal, 15(6), 555-576. Zehrer, A. (2009). Service experience and service design: concepts and application in tourism SMEs, Managing Service Quality, 19(3),332-349.
Year 2022,
Volume: 6 Issue: 3 (Special Issue: ICTEBS), 519 - 534, 31.12.2022
Abstract
The concept of service, which has an important place in meeting the needs of consumers, has had to develop itself in the historical process with industrial and social development. The concept of service, which is experiencing a natural development process, forces the companies that provide services to innovate in their product service designs, with the developments in technology and technology in the market today. Competition is based on innovations in service designs and their acceptance by consumers. Accommodation businesses, which are one of the main businesses of the tourism industry, have to reconsider their service designs with the effect of these developments in the market. This study focuses on the service designs of brand hotel businesses in Antalya Belek region. In this context, the study aims to reveal whether and how hotel businesses develop their service designs and how innovation is used in service design with the effect of technology. The study has employed semi-structured interview to collect qualitative data. Belek region was chosen as the universe of the study and the sample consists of five hotel businesses. The research was conducted by using the knowledge of senior hotel managers and department (department) managers. A questionnaire consisting of three parts was prepared for data collection. In the first part, there exist information about enterprises, in the second part, the demographic characteristics and information of the managers participating in the research, and in the third part, there are five questions asked to the managers. As the finding, it was found that respondents are aware of the importance of service design in hospitality industry. They design their service by using technology almost in all departments.
References
- Acar Gürel, D. (2010). Participation in service design process: an empirical research on a hotel (Unpublished Doctoral Thesis). Anadolu University Institute of Social Sciences, Department of Business, Eskişehir.
- Acar Gürel, D. (2018). Design concept and service concept, M. Akoğlan Kozak (Ed.), Service design in (pp.56-199). Eskişehir: Anadolu University Pub. No: 2521.
- Akoğlan Kozak, M. and Acar Gürel, D. (2015). Service design in hotels: a conceptual review, Tourism: An International Interdisciplinary Journal, 63( 2),225-240.
- Çetin, İ. (2009). The effect of brand value and touristic consumer purchasing behavior in hotel businesses: The example of Çeşme (Unpublished Doctoral Dissertation). Dokuz Eylül University, Institute of Social Sciences, İzmir.
- Çetin, İ. (2017). Brand equity and value creation in hotel businesses. Ankara: Detay Pub. Chan, A., Go, F.M. and Pine, R. (1998). Service innovation in Hong Kong: attitudes and practice, The Service Industries Journal, 18(2),112-124.
- Chase, B.R. and Apte, M.U. (2007). A history of research in service operations: what’s the big idea?, Journal of Operations Management, 25(2),375-386.
- Demirarslan, D. (2006). Introduction to interior design for interior architecture students. Kocaeli: Kocaeli University Press.
- Demirarslan, D. and Demirarslan, O. (2020). Design and design process. Kocaeli: İKSAD Pub. Gallouj, F. and Weinstein, O. (1997). Innovation in services. Research Policy, 26(4-5),537-556.
- Gao, Y., Zhang, Q., Xu, X., Jia, F. and Lin, Z. (2022). Service design for the destination tourism service ecosystem: a review and extension, Asia Pacific Journal of Tourism Research, 27(3), 225-245.
- Grönroos, C. (2007). Service management and marketing. West Sussex: John Wiley&Sons. Hall, M.C. and Williams, A.M. (2008). Tourism and innovation. London: Routledge.
- Hjalager, A.-M. (2010). A review of innovation research in tourism, Tourism Management, February, 31(1):1-12.
- Kim, E. (2016). Understanding customer perception of restaurant innovativeness and customer value co-creation behavior. Iowa: Iowa State University.
- Koçoğlu, C.M. (2009). The impact of service quality on customer loyalty and implementation in a five-star hotel business (Unpublished Master Thesis). Düzce University Institute of Social Sciences, Department of Tourism and Hotel Management. Akcakoca.
- Kottler P., Bowen, J. and Makens, J. C. (2003). Marketing for hospitality, and tourism. New Jersey: Prentice Hall.
- Kumar, M.P., Raju, N.V.S. and Kumar, S. (2016). Quality of quality definitions-an analysis, International Journal of Scientific Engineering and Technology, 5(3),142-148.
- Louveau, F. (2022). Service DNA at EHL advisory services. Date of access: 10.10.2022: https://hospitalityinsights.ehl.edu/service-design-definition.
- Martin, J., Elg M. and Gremyr, I. (2020). The many meanings of quality: towards a definition in support of sustainable operations, Total Quality Management & Business Excellence, https://doi.org/10.1080/14783363.2020.1844564.
- Minzberg, H. (1991). Generic strategy, H. Mintzberg and J. B. Quinn (Eds.), in Strategy Process. N.J: Prentice Hall.
- Ocejo, E. R. (2012). At your service: the meanings and practices of contemporary bartenders, European Journal of Cultural Studies, 15(5),642-658.
- Parasuraman, A.; Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1), 12-40.
- Park, J. and Jeong, E.B. (2019). Service quality in tourism: a systematic literature review and keyword network analysis, Sustainability, 11, (3665),1-21.
- Peters, M. and Pikkemaat, B. (2006). Innovation in tourism, Journal of Quality Assurance in Hospitality & Tourism, 6(3-4),1-6.
- Porter, M. (2004). Competitive strategy, techniques for analyzing industries and competitors, New York: Free Press.
- Ramya, N., Kowsalya, A. and Dharanipriya, K. (2019). Service quality and its dimensions, EPRA International Journal of Research and Development, 4(2),38-41.
- Rathmell, J.M. (1966). What is meant by services?, Journal of Marketing, 30, October, 32-36.
- Schaper, M. and Volery, T. (2007). Entrepreneurship and Small Business, Australia: John Viley & Sons. Snyder, H., Witell, L., Gustafsson, A., Fombelle, P. and Kristensson, P. (2016). Identifying categories of service innovation: a review and synthesis of the literature, Journal of Business Research, 69(7),2401-2408.
- Stickdorn, M. and Schwarzenberger, K. (2016). Service design in tourism. Entrepreneurship und Tourismus. M. H. J. Siller and H. A. Zehrer (Eds.) in (pp:261-274). Wien: Linde Int.
- Şat, R. and Ayazlar, R.A. (2022). The effect of QR code applications on customer satisfaction in restaurants, Gaziantep University Journal of Social Sciences, 21(4):2544-2566.
- Turkish Statistical Institute (Türkiye İstatistik Kurumu [TÜİK]). (2019). Annual industry and service statistics, 2019. Date of access: 07.10.2022: https://data.tuik.gov.tr/Bulten/Index?p=Yillik-Sanayi-ve-Hizmet-Istatistikleri-2019- 33599#:~:text=T%C3%9C%C4%B0K%20Kurumsal&text=Ge%C3%A7ici%20sonu%C3%A7lara%20g%C3%B6re%202019%20y%C4%B1l%C4%B1nda,pay%C4%B1%20%28%2C1%20oldu.&text=Tic aret%20sekt%C3%B6r%C3%BC%20ciroda%20%43%2C8,ile%20ilk%20s%C4%B1rada%20yer%20ald%C4%B1. Vatjanasaregagul, L. (2007). The relationship of service quality, consumer decision factors and brand equity, (Unpublished Doctoral Dissertation) Business Administration, Nova Southeastern University.
- Victorino, L., Verma, R., Plaschka, G. and Dev, C. (2005). Service innovation and customer choices in the hospitality industry. Managing Service Quality: An International Journal, 15(6), 555-576. Zehrer, A. (2009). Service experience and service design: concepts and application in tourism SMEs, Managing Service Quality, 19(3),332-349.
There are 30 citations in total.
Details
| Primary Language | English |
|---|---|
| Subjects | Tourism (Other) |
| Journal Section | Articles |
| Authors | |
| Early Pub Date | December 31, 2022 |
| Publication Date | December 31, 2022 |
| Submission Date | December 19, 2022 |
| Acceptance Date | December 31, 2022 |
| Published in Issue | Year 2022 Volume: 6 Issue: 3 (Special Issue: ICTEBS) |
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