Akademik Veri Yönetim Sistemi
ESKISEHIR OSMANGAZI UNIVERSITESI IIBF DERGISI-ESKISEHIR OSMANGAZI UNIVERSITY JOURNAL OF ECONOMICS AND ADMINISTRATIVE SCIENCES, cilt.13, sa.3, ss.103-124, 2018 (ESCI)
This study was carried out to determine what the bonds between customers who come to accommodation facilities and employees are. As a result of the study, whether the resulting customer-employee bond dimensions vary by demographic variables and usage behavior will be examined, and an attempt to determine at what level the established interpersonal bonds are perceived by customers will also be made. The universe of the study constitutes British tourists visiting Fethiye. In this context, 825 British tourists were surveyed. According to the results, it was determined that the bonds established between customers and employees in accommodation facilities consisted of the dimensions of familiarity, friendship, care, rapport and trust. It was determined that customers perceived the dimensions of customer-employee bond differently according to gender, customer-employee bond level, the number of coming to facility, age, educational level, household monthly income, travel purchase methods and the duration of accommodation, and that these dimensions had effects on satisfaction.