A RESEARCH ON THE EVALUATION OF HOTEL CUSTOMERS’ CITIZENSHIP BEHAVIORS IN THE EXPERIENCESCAPE

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dc.contributor.authorDeveci, F. Görgün
dc.contributor.authorYıldız, Tuğba
dc.date.accessioned2024-10-04T19:04:03Z
dc.date.available2024-10-04T19:04:03Z
dc.date.issued2024
dc.departmentBayburt Üniversitesien_US
dc.description.abstractCustomer citizenship behavior provides many advantages to businesses in the service sector. In order to obtain these advantages, the antecedents of the variable must be determined. Therefore, this research aims to determine the direct, indirect, and mediating effects for customer citizenship behavior within the scope of Experiencescape from a marketing perspective in the hospitality industry. For this reason, in addition to customer citizenship behavior, Experiencescape, memorable tourism experience, and customer satisfaction variables were included in the research model. The research sample consisted of 258 local and foreign tourists who were at least 18 years old, came to Erzurum between January and May 2023, and stayed in Mountain Hotels in Erzurum. According to the findings, “localness,” and “escapism” dimensions of Experiencescape effect on memorable tourism experiences. Memorable tourism experiences also effect on customer satisfaction and “tolerance”, “advocacy”, “helping” and “feedback” dimensions of customer citizenship behavior. Besides this, customer satisfaction is effect on the “advocacy”, “helping” and “feedback” dimensions of customer citizenship behavior. Lastly, customer satisfaction has a partial mediating role in the relationship between memorable tourism experiences and the helping dimension of customer citizenship behavior. The obtained results were discussed from a marketing perspective. With this point of view, recommendations have been developed.en_US
dc.identifier.doi10.24889/ifede.1354888
dc.identifier.endpage70en_US
dc.identifier.issn1303-0027
dc.identifier.issue1en_US
dc.identifier.startpage41en_US
dc.identifier.trdizinid1242570en_US
dc.identifier.urihttps://doi.org/10.24889/ifede.1354888
dc.identifier.urihttps://search.trdizin.gov.tr/tr/yayin/detay/1242570
dc.identifier.urihttp://hdl.handle.net/20.500.12403/4118
dc.identifier.volume25en_US
dc.indekslendigikaynakTR-Dizinen_US
dc.language.isoenen_US
dc.relation.ispartofDokuz Eylül Üniversitesi İşletme Fakültesi Dergisien_US
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectXperiencescapeen_US
dc.subjectMemorable Tourism Experiencesen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectCustomer Citizenship Behavioren_US
dc.subjectHotel Customeren_US
dc.titleA RESEARCH ON THE EVALUATION OF HOTEL CUSTOMERS’ CITIZENSHIP BEHAVIORS IN THE EXPERIENCESCAPEen_US
dc.typeArticleen_US

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