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Role of tour guides on tourist satisfaction level in guided tours and impact on tourist re-visiting intentıon: a research in Istanbul

Çetinkaya, Mehmet Yavuz

Yüksek Lisans | 2015 | İzmir Katip Çelebi Üniversitesi Sosyal Bilimler Enstitüsü

The increase of leisure time and economic welfare level led people to travel and thus participate in tourism activities worldwide. As a result of the increase of the international tourism activities in recent years, the amount of tourism receipts that countries acquire increased significantly and tourism destinations found themselves in a harsh competitive atmosphere. In tourism industry in which customers’ wishes, needs and expectations change every day, countries in macro-level and tourism enterprises in micro-level, which want to obtain share from international tourism pie and maintain their current market share are supposed to o . . .ffer qualified service and renew themselves constantly. In this context, tour guides who are regarded as one of the representatives of countries and tourism destinations and one of the most important front-line staff in tourism industry play significant role on tourist satisfaction and re-visit intention. Tour guides who provide idea and information to tourists about community and country via their attitudes, behaviors, skills and knowledge level and represent themselves, their colleagues, travel agencies/tour operators, their countries and countries’ people to tourists are accepted as the staff group having most significant responsibility. No matter how many guide books and how much information that tourists making a visit to any country have, they need tour guides as they do not know the language, culture and traditions of the country. Irrespective of the volume of information tourists might have when visiting a country, the need for a tour guide plays a crucial role on interpreting the authenticity, language, culture and traditions of the country. Thus making the tourists’ experience an unforgettable one. The purpose of this research is to determine the impact the tour guide service in Istanbul has on tourist satisfaction level and what extent this attracts repetitive visits to the city. This research is made up of three chapters. In the first chapter, the concepts of tour guiding profession and tour guide are examined in a detailed way and the characteristics that tour guides should have are investigated by analyzing the concept of tour guides. In the second chapter, the concepts of customer satisfaction, customer loyalty, customer satisfaction and loyalty in tourism industry and re-visit intention are examined by making a detailed literature search. vii In the last chapter, the impact the tour guide service in Istanbul has on tourist satisfaction level and what extent this attracts repetitive visits to the city is determined on the framework of theoretical knowledge. In this context, the questionnaire technique was applied and the obtained quantitative primary data were analyzed statistically. Following the findings of the research, the results were evaluated and recommendations were developed Daha fazlası Daha az

A research on tour guides’ use of emotional labor and the relationship between their job satisfaction and burnout levels: the sample of İzmir

İrigüler, Feray

Yüksek Lisans | 2015 | İzmir Katip Çelebi Üniversitesi Sosyal Bilimler Enstitüsü

In today’s highly competitive business environment, employees are expected to display positive attitudes and emotions as it affects the service quality and volume of business of a company. In hospitality industry, where customer employee encounter is occured intensely, comprehension of emotional labor is significant as it is directly related with employees’ well being and performance. Emotional labor is defined as employee’s ability to conform their outward behavior to display the appropriate emotions for a wage and the job nature of tour leaders demand a high degree of emotional labor. Tour guiding is considered to be one of the mo . . .st attractive jobs by many people but it is not the case in real life for them being front-line employees who are in face-to-face interaction with customers all the time. Most of the time they have to examine the group’s expectations and behave in a manner to match these expectations to complete the tour with satisfied guests. So they cannot always express their felt emotions with ‘Customer is always right’ rule in their minds. Tour guiding as one component of the tourism product is subject to emotional labor and the purpose of this research is to identify the use of emotional labor and impact of it on tour guide’s levels of job satisfaction and burnout. The research is carried out on tour guides who are active members of İZRO. The study is divided into four sections. The first two sections are related to tour guiding and emotions and emotional labor. In the third section, the outcomes of the EL in terms of job satisfaction and burnout is explained and lastly the analysis of data is followed by a discussion of the findings and recommendations Daha fazlası Daha az

A design of ethylene Removal non-woven textile by using natural zeolite and potassium permanganate = Doğal zeolitler ve potasyum permanganat kullanılarak etilen tutucu dokusuz yüzey tekstil ürününün tasarlanması

Duru, Ayşenur

Yüksek Lisans | 2015 | İzmir Katip Çelebi Üniversitesi Fen Bilimleri Enstitüsü

A DESIGN OF ETHYLENE REMOVAL NON-WOVEN TEXTILE BY USING NATURAL ZEOLITE AND POTASSIUM PERMANGANATE ABSTRACT Ethylene has a significant role in plants development and maturing and isproduced as gas hormone by plants themselves. In 1 μL L-1 concentrations, it has beneficial effects for fresh vegetables and fruits (FFV) but when this gas is accumulated around the FFV it causes aging and deterioration. During the storage, transport and marketing it affects the quality and freshness of FFV. There are technologic solutions for eliminating the ethylene gas accumulating in storage atmosphere problem but these techniques are practical fo . . .r rutine usage and have high cost. Natural minerals have a very low cost, a great potential for practical use and are easily attainable to improve the storage conditions. Natural zeolites are one of the most promising materials that have desirable properties such as ion exchange, catalyzer, adsorption and molecular sieve. Due to the properties and the advantages, they attain a great place in many areas. Zeolites have large surface area so they are used as bed materials for potassium permanganate used for ethylene decomposition. Nowadays textile nonwoven surfaces have increasing attention in technical and industrial fields. They can be modified to meet any needs with their unlimited opportunities, in many fields where the performance and quality are required. In this study, textile nonwovens were modified by using natural zeolites and potassium permanganate whichis used as ethylene removal textile.This combination can be used as practical and disposable product. For evaluation and characterization of samples, particle size analysis, surface (BET) analysis, SEM, XRD, FT-IR, air permeability and water vapor permeability tests were conducted. Adsorption performance properties were tested via IR spectrum changes. Nonwoven textileprovided extendedsurface area and performance, and eliminated the toxic effects of potassium permanganate that causeshealth problems. A new kind of xx product was obtained by using natural zeolites, which are found in abundand amounts in Turkey.Rectorship of Izmir Katip Çelebi University granted this master of thesis (2013-TEZ-1-49 numbered Scientific Research Projects) Daha fazlası Daha az

Biyodizel atıklarından biyo-kökenli poliüretan köpük üretimi The Production of bio-based polyurethane foams from biodiesl residues

Nihan Özveren

Yüksek Lisans | 2015 | Fen Bilimleri Enstitüsü

Poliüretan çeşitli polioller ve diizosiyanatların reaksiyonu ile mekanik, termal, kimyasal özellikleri kontrol edilebilen önemli polimerlerdendir. Yalıtım köpükleri, mobilya uygulamaları, otomotiv, kaplama ve biyomedikal gibi geniş uygulama alanına sahiptirler. Bu çalışmada ticari ve biyo-kökenli poliüretan köpükler üretilip özellikleri incelenmiştir. Ticari (polieter) poliol, ham gliserol, metanolü uzaklaştırılmış ham gliserol ve saf gliserol poliol olarak kullanılmıştır. Tüm polioller polimerik difenilmetan diizosiyanat (PMDI) ile reaksiyona sokularak yalıtım köpükleri üretilmiştir. Ham gliserol biyodizel üretiminin yan ürünlerind . . .en biridir ve saflaştırılması Küçük ve Orta Ölçekli İşletmeler için yüksek maliyetlidir. Biyodizel üretiminde metanol tekrar kullanıldığı için ham gliserolden metanol uzaklaştırılarak metanolü uzaklaştırılmış ham gliserol elde edilir. Poliüretan köpüklerin termal özellikleri Termogravimetrik Analiz (TGA) ve ısı iletkenlik testi, yapıları Fourier Dönüşümlü Kızılötesi Spektrum (FTIR), yüzey yapısındaki değişiklikler Taramalı Elektron Mikroskobu (SEM) ile incelenmiştir. Mekanik özellikleri basma testi ile tespit edilmiştir. Bu çalışma, çeşitli poliollerin kullanımı ile poliüretan köpüğü üretiminin kritik yönlerini tanımlamaktadır. Ayrıca ham gliserol ve metanolü uzaklaştırılmış ham gliserol gibi sanayi atık ürünlerine yeni kullanım alanları sunmaktadır Daha fazlası Daha az

6698 sayılı Kişisel Verilerin Korunması Kanunu kapsamında yükümlülüklerimiz ve çerez politikamız hakkında bilgi sahibi olmak için alttaki bağlantıyı kullanabilirsiniz.

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