Araştırma Makalesi
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The Effect of Body Language on Self Selling in Hotel Business

Yıl 2021, Cilt: 1 Sayı: 1, 29 - 40, 17.12.2021

Öz

Today, with the effect of technological developments, the differences in the understanding and cultural characteristics of societies are reflected in verbal and non-verbal communication. Non-verbal communication (body language) has an important place in the successful realization of communication in all parts of society. According to various studies, body language is more effective than verbal expressions in the communication process. The realization of sales in accommodation establishments depends on the persuasion of the customer. The customer's belief in the sales staff and persuasion to buy the product depends on the use of body language. In particular, the personnel who are in face-to-face communication with the customer should be knowledgeable about the correct use of body language. The aim of this study is to conceptually examine the importance of personal selling in hotel businesses and how body language effects personal selling. Conceptual literature review was used in the research.
Body language and personal selling concepts were evaluated in terms of accommodation businesses on the axis of literature review in the study. As a result of the literature review, it has been concluded that the correct and effective use of body language by the personnel in the personal sales process will help to achieve more sales in hotel businesses. According to the results obtained in the study, the body language model was developed in personal sales in hotel businesses. In this study, suggestions are presented for hotel businesses, sales personnel and educational institutions according to this model.

Kaynakça

  • Adewale, A.G., Adeniran, A.J. and Oluyinka, S. A. (2019). The effect of self selling and marketing on firm sales growth (A study of PZ. and Dangote Nigeria Plc). Journal of Business Management, 5 (1), 19-35.
  • Akgemci, T., Aslan, Ş. and Düşükcan, M. (2008). Yöneticinin el kitabı. Konya: Eğitim Publications.
  • Altıntaş, E. and Çamur, D. (2001). Sözsüz iletişim ve beden dili. Ankara: Nobel Publications.
  • Avcıkurt, C. (2005). Turizmde tanıtma ve satış geliştirme. İstanbul: Değişim Publications.
  • Baltaş, A., Ürkmez, İ. and Sevil, İ. (2007). Satışta iletişim ve beden dili. İstanbul: Remzi Publications.
  • Baltaş, Z. (1997). Bedenin dili. İstanbul: Remzi Publications.
  • Barkai, J. L. (1990). Nonverbal communication from the other side: Speaking body language. San Diego Law Review, 27 (1), 101-125.
  • Bowden, M. (2010). Winning body language, control the conversation, command attention and convey the right message-without saying a word. Newyork: The McGraw-Hill Companies.
  • Bozkurt, İ. (2004). İletişim odaklı pazarlama tüketiciden müşteri yaratmak. İstanbul: Kapital Media Publications.
  • Çakır, Ö. (2006). Profesyonel yaşamda kişisel imaj ve sosyal yaşam etiketi. İstanbul: Yapı Kredi Publications.
  • Demiray, U. (2006). Genel iletişim. Ankara: Pegem Publications.
  • Goman, C. K. (2008). The nonverbal advantage secrets and science of body language at work. California: Berrett-Koehler Publishers.
  • Goman, C. K. (2015). How the best salespeople read body language. Taken from: https://www.forbes.com/sites/ carolkinseygoman/2015/12/01/ why-the-best-sales people-read-body-language/?sh=d8a9aee764c7.
  • Hacıoğlu, N. (2000). Turizm pazarlaması. Bursa: Vipaş Inc.
  • Hamlin, S. (1988). How to talk so people listen: The real key to job success. New Delhi: Universal Book Stall.
  • Hans, A. and Hans, E. (2015). Kinesics, haptics and proxemics: Aspects of non -verbal communication. Journal of Humanities and Social Science, 20 (2), 47-48. doi: 10.9790/0837-20244752
  • Hart, C. (1998). Doing a literature review: Releasing the social science research imagination. UK: Sage Publications.
  • Hess, U. (2016). Nonverbal communication, encyclopedia of mental health. Netherlands: Elsevier.
  • Kaşıkçı, E. (2003). Dokuz köyden kovulmayan doğrucu beden dili. İstanbul: Hayat Publications.
  • Kaya, D. (2001). Etkili iletişim sunum teknikleri ve beden dili. İstanbul: Harp Academies Printing House.
  • Kırel, Ç. (2007). Sanal örgütlerde örgütsel davranışın geleceği. Anadolu University Journal of Social Sciences, 7 (1), 93-110.
  • Kotler, P. and Armstrong. G. (2010). Principles of marketing. UK: Pearson Publishers.
  • Kuhnke, E. (2016). Body language learn how to read others and communicate with confidence. UK: John Wiley and Sons Ltd.
  • Landis, J. (2006). İletişim becerileri, Ö. Gelbal (Ed.). Ankara: HYB Publications.
  • Machi, L. A. and McEvoy, B. T. (2016). The literature review six steps to success. UK: Sage Publications.
  • Mather, D. (2012). Body language secrets. UK: Hodder & Stoughton.
  • Öztürk, A. and Güven, Ö. F. (2019). Bankacılık ve sigortacılıkta pazarlama. İstanbul: Beta Publications.
  • Parıltı, N. and Öztürk, Y. (2002). Kişisel satış sürecinde yeni bir ikna yöntemi: SPIN. Journal of Gazi University Faculty of Economics and Administrative Sciences, 4 (3), 103-110.
  • Parıltı, N. and Öztürk, Y. (2002). Kişisel satış sürecinde yeni bir ikna etme yöntemi: SPIN. Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 4 (3), 103-110.
  • Pauser, S. and Wagner, U. (2019). A Wearable sales assistant: Capturing dynamic nonverbal communication behaviors using sensor technology. Marketing Letters, 30, 13-25. doi: 10.1007/s11002-019-09483-x
  • Russell, J. A., Bachorowski, J.-A. and Fernández-Dols, J.-M. (2003). Facial and vocal expressions of emotions. Annual Review of Psychology, 54, 359-349. doi: 10.1146/annurev.psych.54.101601.145102 Sahilli, S. (2005). Otel işletmeciliğinde kişisel satış faaliyetleri. Marketing World, 19, 48-54.
  • Schmitz, A. (2012). A primer a communication studies. Taken from: http://2012.books.lardbuckketorg.
  • Schober, O. (2003). Beden dili davranış anahtarı. S. Özbent (Ed.). İstanbul: Arion Publications.
  • Scholz, T. Redler, J. and Pagel, S. (2020). Re-designing adaptive selling strategies: The Role of different types of shopping companions. Review of Managerial Science, 2021 (15), 1243-1280. doi.org/10.1007/s11846-020-00385-1
  • Sel, A., Calvo-Merino, B., Tuettenberg, S. and Forster, B. (2015). When you smile, the world smiles at you: ERP evidence for self-expression effects on face processing. Psychology, Medicine Social Cognitive and Affective Neuroscience, 10 (10), 1316-1322. doi: 10.1093/scan/nsv009
  • Serimoğlu, N. (2013). Etkili iletişim. İstanbul: Cinius Publications.
  • Smith B., Hansen E. and Olah, D. (2000). Self selling for the forest products industry. Virginia: Virginia Polytechnic Institute and State University Publication.
  • Sürücü, M.İ. (2014). Yönetimde ikna becerileri, F. M. Harmancı, M. Gözübenli and A. E. Alaç (Ed.), Güvenlik sektöründe insan ilişkileri. Ankara: Nobel Publications.
  • Tutar, H. and Yılmaz, K. (2003). Genel iletişim. Ankara: Nobel Publications.
  • Uslu, A. T. (2007). Kişisel satış teknikleri. İstanbul: Beta Publications.
  • Warfield, A. (2001). Do you speak body language. Training and Development, 55 (4), 60-81.
  • Webster, J. and Watson, R. T. (2002). Analyzing the past to prepare for the future: Writing a literature review. MIS Quarterly, 26 (2), 13-23. doi:10.2307/4132319
  • Whalen, D. J. (1996). I see what you mean-persuasive business. New York: Sage Publications.
  • Whipple, R. (2006). Es-Body language: Decoded. T+D, 60 (2), 20-22.
  • Yıldız, C. and Akdeniz Ar, A. (2019). Phenomenological analysis of sales strategies based on persuasion from the perspective of customer. 2nd International Symposium of Bandirma, 17-19 September, Bandırma, Turkey.
Yıl 2021, Cilt: 1 Sayı: 1, 29 - 40, 17.12.2021

Öz

Kaynakça

  • Adewale, A.G., Adeniran, A.J. and Oluyinka, S. A. (2019). The effect of self selling and marketing on firm sales growth (A study of PZ. and Dangote Nigeria Plc). Journal of Business Management, 5 (1), 19-35.
  • Akgemci, T., Aslan, Ş. and Düşükcan, M. (2008). Yöneticinin el kitabı. Konya: Eğitim Publications.
  • Altıntaş, E. and Çamur, D. (2001). Sözsüz iletişim ve beden dili. Ankara: Nobel Publications.
  • Avcıkurt, C. (2005). Turizmde tanıtma ve satış geliştirme. İstanbul: Değişim Publications.
  • Baltaş, A., Ürkmez, İ. and Sevil, İ. (2007). Satışta iletişim ve beden dili. İstanbul: Remzi Publications.
  • Baltaş, Z. (1997). Bedenin dili. İstanbul: Remzi Publications.
  • Barkai, J. L. (1990). Nonverbal communication from the other side: Speaking body language. San Diego Law Review, 27 (1), 101-125.
  • Bowden, M. (2010). Winning body language, control the conversation, command attention and convey the right message-without saying a word. Newyork: The McGraw-Hill Companies.
  • Bozkurt, İ. (2004). İletişim odaklı pazarlama tüketiciden müşteri yaratmak. İstanbul: Kapital Media Publications.
  • Çakır, Ö. (2006). Profesyonel yaşamda kişisel imaj ve sosyal yaşam etiketi. İstanbul: Yapı Kredi Publications.
  • Demiray, U. (2006). Genel iletişim. Ankara: Pegem Publications.
  • Goman, C. K. (2008). The nonverbal advantage secrets and science of body language at work. California: Berrett-Koehler Publishers.
  • Goman, C. K. (2015). How the best salespeople read body language. Taken from: https://www.forbes.com/sites/ carolkinseygoman/2015/12/01/ why-the-best-sales people-read-body-language/?sh=d8a9aee764c7.
  • Hacıoğlu, N. (2000). Turizm pazarlaması. Bursa: Vipaş Inc.
  • Hamlin, S. (1988). How to talk so people listen: The real key to job success. New Delhi: Universal Book Stall.
  • Hans, A. and Hans, E. (2015). Kinesics, haptics and proxemics: Aspects of non -verbal communication. Journal of Humanities and Social Science, 20 (2), 47-48. doi: 10.9790/0837-20244752
  • Hart, C. (1998). Doing a literature review: Releasing the social science research imagination. UK: Sage Publications.
  • Hess, U. (2016). Nonverbal communication, encyclopedia of mental health. Netherlands: Elsevier.
  • Kaşıkçı, E. (2003). Dokuz köyden kovulmayan doğrucu beden dili. İstanbul: Hayat Publications.
  • Kaya, D. (2001). Etkili iletişim sunum teknikleri ve beden dili. İstanbul: Harp Academies Printing House.
  • Kırel, Ç. (2007). Sanal örgütlerde örgütsel davranışın geleceği. Anadolu University Journal of Social Sciences, 7 (1), 93-110.
  • Kotler, P. and Armstrong. G. (2010). Principles of marketing. UK: Pearson Publishers.
  • Kuhnke, E. (2016). Body language learn how to read others and communicate with confidence. UK: John Wiley and Sons Ltd.
  • Landis, J. (2006). İletişim becerileri, Ö. Gelbal (Ed.). Ankara: HYB Publications.
  • Machi, L. A. and McEvoy, B. T. (2016). The literature review six steps to success. UK: Sage Publications.
  • Mather, D. (2012). Body language secrets. UK: Hodder & Stoughton.
  • Öztürk, A. and Güven, Ö. F. (2019). Bankacılık ve sigortacılıkta pazarlama. İstanbul: Beta Publications.
  • Parıltı, N. and Öztürk, Y. (2002). Kişisel satış sürecinde yeni bir ikna yöntemi: SPIN. Journal of Gazi University Faculty of Economics and Administrative Sciences, 4 (3), 103-110.
  • Parıltı, N. and Öztürk, Y. (2002). Kişisel satış sürecinde yeni bir ikna etme yöntemi: SPIN. Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 4 (3), 103-110.
  • Pauser, S. and Wagner, U. (2019). A Wearable sales assistant: Capturing dynamic nonverbal communication behaviors using sensor technology. Marketing Letters, 30, 13-25. doi: 10.1007/s11002-019-09483-x
  • Russell, J. A., Bachorowski, J.-A. and Fernández-Dols, J.-M. (2003). Facial and vocal expressions of emotions. Annual Review of Psychology, 54, 359-349. doi: 10.1146/annurev.psych.54.101601.145102 Sahilli, S. (2005). Otel işletmeciliğinde kişisel satış faaliyetleri. Marketing World, 19, 48-54.
  • Schmitz, A. (2012). A primer a communication studies. Taken from: http://2012.books.lardbuckketorg.
  • Schober, O. (2003). Beden dili davranış anahtarı. S. Özbent (Ed.). İstanbul: Arion Publications.
  • Scholz, T. Redler, J. and Pagel, S. (2020). Re-designing adaptive selling strategies: The Role of different types of shopping companions. Review of Managerial Science, 2021 (15), 1243-1280. doi.org/10.1007/s11846-020-00385-1
  • Sel, A., Calvo-Merino, B., Tuettenberg, S. and Forster, B. (2015). When you smile, the world smiles at you: ERP evidence for self-expression effects on face processing. Psychology, Medicine Social Cognitive and Affective Neuroscience, 10 (10), 1316-1322. doi: 10.1093/scan/nsv009
  • Serimoğlu, N. (2013). Etkili iletişim. İstanbul: Cinius Publications.
  • Smith B., Hansen E. and Olah, D. (2000). Self selling for the forest products industry. Virginia: Virginia Polytechnic Institute and State University Publication.
  • Sürücü, M.İ. (2014). Yönetimde ikna becerileri, F. M. Harmancı, M. Gözübenli and A. E. Alaç (Ed.), Güvenlik sektöründe insan ilişkileri. Ankara: Nobel Publications.
  • Tutar, H. and Yılmaz, K. (2003). Genel iletişim. Ankara: Nobel Publications.
  • Uslu, A. T. (2007). Kişisel satış teknikleri. İstanbul: Beta Publications.
  • Warfield, A. (2001). Do you speak body language. Training and Development, 55 (4), 60-81.
  • Webster, J. and Watson, R. T. (2002). Analyzing the past to prepare for the future: Writing a literature review. MIS Quarterly, 26 (2), 13-23. doi:10.2307/4132319
  • Whalen, D. J. (1996). I see what you mean-persuasive business. New York: Sage Publications.
  • Whipple, R. (2006). Es-Body language: Decoded. T+D, 60 (2), 20-22.
  • Yıldız, C. and Akdeniz Ar, A. (2019). Phenomenological analysis of sales strategies based on persuasion from the perspective of customer. 2nd International Symposium of Bandirma, 17-19 September, Bandırma, Turkey.
Toplam 45 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Araştırma Makaleleri
Yazarlar

Neşe Kafa 0000-0002-4153-5533

Yayımlanma Tarihi 17 Aralık 2021
Gönderilme Tarihi 8 Kasım 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 1 Sayı: 1

Kaynak Göster

APA Kafa, N. (2021). The Effect of Body Language on Self Selling in Hotel Business. Uluslararası Sosyal Siyasal Ve Mali Araştırmalar Dergisi, 1(1), 29-40.