{"id":1022,"date":"2020-04-25T22:16:06","date_gmt":"2020-04-25T21:16:06","guid":{"rendered":"https:\/\/www.jthsm.gr\/?page_id=1022"},"modified":"2020-10-27T12:34:33","modified_gmt":"2020-10-27T11:34:33","slug":"volume-4-issue-2-2018-4","status":"publish","type":"page","link":"https:\/\/www.jthsm.gr\/?page_id=1022","title":{"rendered":""},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<ul class=\"wp-block-social-links alignright is-layout-flex wp-block-social-links-is-layout-flex\">\n\n<li class=\"wp-social-link wp-social-link-facebook wp-block-social-link\"><a href=\"https:\/\/www.facebook.com\/journaloftourismheritageandservicesmarketing\/\" class=\"wp-block-social-link-anchor\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M12 2C6.5 2 2 6.5 2 12c0 5 3.7 9.1 8.4 9.9v-7H7.9V12h2.5V9.8c0-2.5 1.5-3.9 3.8-3.9 1.1 0 2.2.2 2.2.2v2.5h-1.3c-1.2 0-1.6.8-1.6 1.6V12h2.8l-.4 2.9h-2.3v7C18.3 21.1 22 17 22 12c0-5.5-4.5-10-10-10z\"><\/path><\/svg><span class=\"wp-block-social-link-label screen-reader-text\">Facebook<\/span><\/a><\/li>\n\n<li class=\"wp-social-link wp-social-link-twitter wp-block-social-link\"><a href=\"https:\/\/twitter.com\/intent\/tweet?original_referer=https%3A%2F%2Fpublish.twitter.com%2F&#038;ref_src=twsrc%5Etfw&#038;text=Journal%20of%20Tourism%2C%20Heritage%20%26%20Services%20Marketing&#038;tw_p=tweetbutton&#038;url=http%3A%2F%2Fwww.jthsm.gr\/?page_id=1022\" class=\"wp-block-social-link-anchor\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M22.23,5.924c-0.736,0.326-1.527,0.547-2.357,0.646c0.847-0.508,1.498-1.312,1.804-2.27 c-0.793,0.47-1.671,0.812-2.606,0.996C18.324,4.498,17.257,4,16.077,4c-2.266,0-4.103,1.837-4.103,4.103 c0,0.322,0.036,0.635,0.106,0.935C8.67,8.867,5.647,7.234,3.623,4.751C3.27,5.357,3.067,6.062,3.067,6.814 c0,1.424,0.724,2.679,1.825,3.415c-0.673-0.021-1.305-0.206-1.859-0.513c0,0.017,0,0.034,0,0.052c0,1.988,1.414,3.647,3.292,4.023 c-0.344,0.094-0.707,0.144-1.081,0.144c-0.264,0-0.521-0.026-0.772-0.074c0.522,1.63,2.038,2.816,3.833,2.85 c-1.404,1.1-3.174,1.756-5.096,1.756c-0.331,0-0.658-0.019-0.979-0.057c1.816,1.164,3.973,1.843,6.29,1.843 c7.547,0,11.675-6.252,11.675-11.675c0-0.178-0.004-0.355-0.012-0.531C20.985,7.47,21.68,6.747,22.23,5.924z\"><\/path><\/svg><span class=\"wp-block-social-link-label screen-reader-text\">Twitter<\/span><\/a><\/li>\n\n\n\n<li class=\"wp-social-link wp-social-link-linkedin wp-block-social-link\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https:\/\/www.jthsm.gr\/?page_id=1022\" class=\"wp-block-social-link-anchor\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M19.7,3H4.3C3.582,3,3,3.582,3,4.3v15.4C3,20.418,3.582,21,4.3,21h15.4c0.718,0,1.3-0.582,1.3-1.3V4.3 C21,3.582,20.418,3,19.7,3z M8.339,18.338H5.667v-8.59h2.672V18.338z M7.004,8.574c-0.857,0-1.549-0.694-1.549-1.548 c0-0.855,0.691-1.548,1.549-1.548c0.854,0,1.547,0.694,1.547,1.548C8.551,7.881,7.858,8.574,7.004,8.574z M18.339,18.338h-2.669 v-4.177c0-0.996-0.017-2.278-1.387-2.278c-1.389,0-1.601,1.086-1.601,2.206v4.249h-2.667v-8.59h2.559v1.174h0.037 c0.356-0.675,1.227-1.387,2.526-1.387c2.703,0,3.203,1.779,3.203,4.092V18.338z\"><\/path><\/svg><span class=\"wp-block-social-link-label screen-reader-text\">LinkedIn<\/span><\/a><\/li>\n\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<p class=\"has-text-align-left wp-block-paragraph\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=1292\"><span class=\"has-inline-color has-black-color\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=1292\">&lt; Back to Volume 4, Issue 2, table of contents<\/a><\/span><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span class=\"has-inline-color has-white-color\">a<\/span><\/p>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\"><strong><span style=\"color:#1b3fab\" class=\"has-inline-color\">Revisiting Employee &#8211; Guest Interactions in Hotels: An Analysis of Critical Incidents<\/span><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>\u00d6zg\u00fcr Devrim Yilmaz, <\/em><\/strong><em>Dokuz Eylul University, Turkey<\/em><br>Published online: 15 November 2018, JTHSM, 4(2), pp. 17-23.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">URN:&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/nbn-resolving.org\/urn:nbn:de:0168-ssoar-66429-4\" target=\"_blank\">urn:nbn:de:0168-ssoar-66429-4<\/a>, DOI:&nbsp;<a rel=\"noreferrer noopener\" href=\"http:\/\/doi.org\/10.5281\/zenodo.1490400\" target=\"_blank\">10.5281\/zenodo.1490400<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Full-text download:<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><a href=\"https:\/\/www.jthsm.gr\/vol4iss2\/4-2-3.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2017\/02\/PDF_Download_Logo-300x300.jpg\" alt=\"\" width=\"46\" height=\"46\"\/><\/a><\/figure>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Export reference:<\/strong><em><br><\/em><a href=\"https:\/\/zenodo.org\/record\/1490400\/export\/hx\" target=\"_blank\" rel=\"noreferrer noopener\">BibTeX<\/a><span style=\"color:#ffffff\" class=\"has-inline-color\">,,<\/span><a href=\"https:\/\/zenodo.org\/record\/1490400\/export\/dcite4\" target=\"_blank\" rel=\"noreferrer noopener\">DataCite<\/a><span style=\"color:#ffffff\" class=\"has-inline-color\">,,<\/span><a href=\"https:\/\/www.ssoar.info\/ssoar\/handle\/document\/66429?style=endnote\" target=\"_blank\" rel=\"noreferrer noopener\">Endnote<\/a><span style=\"color:#ffffff\" class=\"has-inline-color\">,,<\/span><a href=\"https:\/\/www.mendeley.com\/import\/?url=https:\/\/zenodo.org\/record\/1490400\" target=\"_blank\" rel=\"noreferrer noopener\">Mendeley<\/a><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=2245\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/04\/crossmark2.png\" alt=\"\" class=\"wp-image-2066\" width=\"97\" height=\"20\" srcset=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/04\/crossmark2.png 470w, https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/04\/crossmark2-300x62.png 300w\" sizes=\"auto, (max-width: 97px) 100vw, 97px\" \/><\/a><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Abstract: <\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The study was conducted to find out the positive and\/or negative effects that hotel employees may have upon hotel guests\u2019 experiences during their stay. Using the critical incident technique (CIT), data were obtained from 105 guests (a total of 174 incidents) staying in two different 5-star hotels that have similar characteristics in terms of type, price, ownership and concept in Bodrum, Turkey. The incidents were primarily categorized as positive and negative and afterward the incidents from two categories were compared to each other in terms of three main process of hotel accommodation as check-in, accommodation and check-out. Despite the fact that most hotels currently place emphasis on employee-guest interactions \u2013under the concept of service quality or customer satisfaction-, the findings revealed that there were still a number of negative incidents that caused customer dissatisfaction and managerial implications were needed in hotels to minimize negative incidents and maximize the positive ones.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Keywords:&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tacit Knowledge, Emotional Intelligence, Hotel, and Human Resources Management<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>JEL Classification:<\/strong> <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">J24, L8, O15<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<p class=\"has-text-align-left wp-block-paragraph\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=1016\">&lt; Previous article in Vol. 4, Iss. 2<span class=\"has-inline-color has-white-color\">a<\/span><\/a><span class=\"has-inline-color has-white-color\">aaaaaaaaaa<\/span><a href=\"https:\/\/www.jthsm.gr\/?page_id=1026\">Next article in Vol. 4, Iss. 2 ><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span class=\"has-inline-color has-white-color\">a<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&lt; Back to Volume 4, Issue 2, table of contents a Revisiting Employee \u2013 Guest Interactions in Hotels: An Analysis of Critical Incidents \u00d6zg\u00fcr Devrim Yilmaz, Dokuz Eylul University, TurkeyPublished online: 15 November 2018, JTHSM, 4(2), pp. 17-23. URN:\u00a0urn:nbn:de:0168-ssoar-66429-4, DOI:\u00a010.5281\/zenodo.1490400 Full-text download: Export reference:BibTeX,,DataCite,,Endnote,,Mendeley Abstract: The study was conducted to find out the positive and\/or [\u2026]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1022","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/1022","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1022"}],"version-history":[{"count":16,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/1022\/revisions"}],"predecessor-version":[{"id":4863,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/1022\/revisions\/4863"}],"wp:attachment":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1022"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}