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dc.contributor.authorAslan, Alper
dc.contributor.authorKozak, Metin
dc.date.accessioned2020-11-20T16:33:15Z
dc.date.available2020-11-20T16:33:15Z
dc.date.issued2012
dc.identifier.issn1936-8623
dc.identifier.issn1936-8631
dc.identifier.urihttps://doi.org/10.1080/19368623.2012.627255
dc.identifier.urihttps://hdl.handle.net/20.500.12809/4275
dc.descriptionKozak, Metin/0000-0002-9866-7529en_US
dc.descriptionWOS: 000213071500005en_US
dc.description.abstractThis study aims to investigate customer deviance directed against employees working in the hotel industry. First, the literature about the dark side of customers is reviewed. Second, the source of deviant behavior is discussed. Third, the methodology is explained. Finally, the research findings are presented. The assessment of findings is based on 21 semistructured interviews. Although there are some serious deviant behaviors such as stabbing and physical sexual harassment, the deviant behaviors are generally seen as yelling at employees and behaving impolitely, which made employees questioning their status of work and dispirited. The study findings also suggest that the customers from different countries have different deviant behaviors.en_US
dc.item-language.isoengen_US
dc.publisherRoutledge Journals, Taylor & Francis Ltden_US
dc.item-rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectCustomer Devianceen_US
dc.subjectResort Hotelen_US
dc.subjectTourist Behavioren_US
dc.titleCustomer Deviance in Resort Hotels: The Case of Turkeyen_US
dc.item-typearticleen_US
dc.contributor.departmenten_US
dc.contributor.departmentTemp[Aslan, Alper; Kozak, Metin] Mugla Univ, Sch Tourism & Hospitality Management, TR-48170 Mugla, Turkeyen_US
dc.identifier.doi10.1080/19368623.2012.627255
dc.identifier.volume21en_US
dc.identifier.issue6en_US
dc.identifier.startpage679en_US
dc.identifier.endpage701en_US
dc.relation.journalJournal of Hospitality Marketing & Managementen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US


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