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

Basit Öğe Kaydı
dc.contributor.authorDevecı, Fatma Gorgün
dc.contributor.authorYıldız, Tugba
dc.date.accessioned2026-02-28T11:58:00Z
dc.date.available2026-02-28T11:58:00Z
dc.date.issued2024
dc.departmentBayburt Üniversitesi
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.
dc.identifier.doi10.24889/ifede.1354888
dc.identifier.endpage70
dc.identifier.issn1303-0027
dc.identifier.issn3062-1119
dc.identifier.issue1
dc.identifier.startpage41
dc.identifier.trdizinid1242570
dc.identifier.urihttps://doi.org/10.24889/ifede.1354888
dc.identifier.urihttps://search.trdizin.gov.tr/tr/yayin/detay/1242570
dc.identifier.urihttps://hdl.handle.net/20.500.12403/5308
dc.identifier.volume25
dc.indekslendigikaynakTR-Dizin
dc.language.isoen
dc.relation.ispartofDokuz Eylül Üniversitesi İşletme Fakültesi Dergisi
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.snmzKA_TR-Dizin_20260218
dc.subjectCustomer Satisfaction
dc.subjectCustomer Citizenship Behavior
dc.subjectxperiencescape
dc.subjectMemorable Tourism Experiences
dc.subjectHotel Customer
dc.titleA RESEARCH ON THE EVALUATION OF HOTEL CUSTOMERS’ CITIZENSHIP BEHAVIORS IN THE EXPERIENCESCAPE
dc.typeArticle

Dosyalar

Koleksiyon

TR-Dizin İndeksli Yayınlar Koleksiyonu