Overview

As a service-oriented industry and with its distinctive characteristics, tourism is based on experiences. It is necessary to provide the highest level of service and to keep the quality of interaction at a certain level. In the tourism industry, differentiation and new perspectives are needed in order to increase the quality of experiences and to have a different position in the minds of individuals than competitors. There is a crucial role of efficient management of business processes in order to ascertain this differentiation. Herein, especially in tourism and hospitality industry, the pursuance of new tendencies will provide substantial benefits to the relevant enterprises at all of these processes. From this point of view, with this book, the aim is to guide tourism organizations in terms of improving service encounter processes and quality of experiences by giving crucial tips about current managerial perspectives and practices.

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9783631834909

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Dr. Elbeyi PELİT is the Director of Institute of Social Sciences. He received his bachelor’s and master’s degree in tourism management from Sakarya University and doctoral degree in tourism management Education from Gazi University in Turkey. His research areas include working in the fields of tourism, tourism education, tourism management, human resources management and tourism policy. Professor Elbeyi Pelit has published many articles, papers, books and book chapters in these fields and is the editor of the Journal of Tourist Guide, Journal of Contemporary Tourism Research and Afyon Kocatepe University Journal of Social Sciences (Turkey). He is a head of tourist guidance department and senior lecturer at the Afyon Kocatepe University faculty of tourism. Dr. Hasan Hüseyin SOYBALI is the vice dean of faculty of tourism at Afyon Kocatepe University. He received his bachelor’s degree in tourism and hotel management at Uludag University in Turkey, his master’s degree in tourism management from University of Surrey and his PhD in tourism management from Bournemouth University in the UK. He is a professor in tourism management department, and his research interests include organizational behavior in tourism, human resources management, tourism policy and planning and sociology of tourism. Dr. Ali AVAN is the vice dean of faculty of tourism at Afyon Kocatepe University. He received his bachelor’s degree in hospitality and tourism management at Mersin University, his master’s degree in tourism management from Afyon Kocatepe University and his PhD in business administration from Afyon Kocatepe University. He is an assistant professor in tourism management department now, and his areas of research include consumer behavior in tourism, services marketing and sustainability in tourism.

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