Review
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Year 2021, Volume: 6 Issue: 2, 117 - 125, 31.12.2021
https://doi.org/10.31822/jomat.2021-6-2-117

Abstract

References

  • Ahmed, Z. U., & Krohn, F. B. (1993). Understanding the unique consumer behavior of Japanese tourists. Journal of Travel & Tourism Marketing, 1(3), 73-86.
  • Albers-Miller, N., & Gelb, B. (1996). Business advertising appeals as a mirror of cultural dimensions: A study of eleven countries. Journal of Advertising, 25, 57-70.
  • Averill, J. R. (1973). Personal control over aversive stimuli and its relationship to stress. Psychological bulletin, 80(4), 286-303.
  • Bandura, A. (1997). Self-efficacy: The exercise of control. New York: W. H. Freeman and Company.
  • Bigné, E. J., Sanchez, I., & Andreu, L. (2009). The role of variety seeking in short and long run revisit intentions in holiday destinations. International Journal of Culture, Tourism and Hospitality Research, 3(2), 103-115.
  • Charness, G., & Gneezy, U. (2012). Strong evidence for gender differences in risk taking. Journal of Economic Behavior & Organization, 83(1), 50–58
  • Chen, P. Y., & Cooper, C. (Eds.). (2014). Wellbeing: a complete reference guide, work and wellbeing (Vol. 3). John Wiley & Sons.
  • Chen, Y., & Jiang, K. (2019). A multiple indicators multiple causes (mimic) model of the behavioral consequences of hotel guests. Tourism management perspectives, 30, 197-207.
  • Cunningham, L. F., Gerlach, J. H., Harper, M. D., & Young, C. E. (2005). Perceived risk and the consumer buying process: internet airline reservations. International Journal of Service Industry Management, 16(4), 357-372.
  • Ding, Y., Ding, Y., Keh, H. T., & Keh, H. T. (2016). A re-examination of service standardization versus customization from the consumer’s perspective. Journal of Services Marketing, 30(1), 16-28.
  • Dorothea Brack, A., & Benkenstein, M. (2014). Responses to other similar customers in a service setting–analyzing the moderating role of perceived performance risk. Journal of Services Marketing, 28(2), 138-146.
  • Ellis, L. (2006). Gender differences in smiling: An evolutionary neuroandrogenic theory. Physiology & Behavior, 88(4), 303–308.
  • Ertac, S., & Gurdal, M. Y. (2012). Deciding to decide: Gender, leadership and risk-taking in groups. Journal of Economic Behavior & Organization, 83(1), 24–30.
  • Faranda, W. T. (2001). A scale to measure the cognitive control form of perceived control: Construction and preliminary assessment. Psychology & Marketing, 18(12), 1259-1281.
  • Fischer, A. H., & Mosquera, P. M. R. (2001). What concerns men? Women or other men ?: A critical appraisal of the evolutionary theory of sex differences in aggression. Psychology, Evolution & Gender, 3(1), 5–25.
  • Flegr, J. (2013). Influence of latent Toxoplasma infection on human personality, physiology and morphology: pros and cons of the Toxoplasma–human model in studying the manipulation hypothesis. Journal of experimental Biology, 216(1), 127-133.
  • Gupta, R., Derevensky, J. L., & Ellenbogen, S. (2006). Personality characteristics and risk-taking tendencies among adolescent gamblers. Canadian Journal of Behavioural Science/Revue canadienne des sciences du comportement, 38(3), 201-203.
  • Gray, J. M., & Wilson, M. (2009). The relative risk perception of travel hazards‘. Environment and Behavior 41(2), 185-204
  • Harari, Y. N. (2016). Homo Deus: A brief history of tomorrow. Random House.
  • Häyry, M., & Takala, T. (1998). “Genetic Engineering and the Risk of Harm.” Medicine, Health Care and Philosophy 1 (1998): 61–64.
  • Heider, F. (1958) The Psychology of Interpersonal Relations. New York: John Wiley & Sons.
  • Hofstede, G. (2001). Culture's consequences, second edition: comparing values, behaviors, institutions and organizations across nations. Thousand Oaks: Sage Publications.
  • Johnson, S. K., Fitza, M. A., Lerner, D. A., Calhoun, D. M., Beldon, M. A., Chan, E. T., & Johnson, P. T. (2018). Risky business: linking Toxoplasma gondii infection and entrepreneurship behaviours across individuals and countries. Proceedings of the Royal Society B: Biological Sciences, 285(1883), 20180822
  • Kacelnik, A., & Bateson, M. (1997). Risk-sensitivity: crossroads for theories of decision-making. Trends Cogn. Sci. 1, 304–309.
  • Kahneman, D., & Tversky, A. (1979). Prospect theory: An analysis of decision under risk. Econometrica: Journal of the econometric society, 263-291.
  • Kahneman, D., Knetsch, J. L., & Thaler, R. H. (1991). Anomalies: The endowment effect, loss aversion, and status quo bias. The journal of economic perspectives, 193-206.
  • Kenrick, D. T., & Griskevicius, V. (2013). The rational animal: How evolution made us smarter than we think. Basic Books.
  • Koc, E. (2000). The role and potential of marketing communications in the Turkish domestic tourism market (Unpublished Doctoral dissertation, Oxford Brookes University).
  • Koc, E. (2006). Total quality management and business excellence in services: The implications of all-inclusive pricing system on internal and external customer satisfaction in the Turkish tourism market. Total Quality Management & Business Excellence, 17(7), 857-877.
  • Koc, E. (2006). Total quality management and business excellence in services: The implications of all-inclusive pricing system on internal and external customer satisfaction in the Turkish tourism market. Total Quality Management & Business Excellence, 17(7), 857-877.
  • Koc, E. (2013). Inversionary and liminoidal consumption: Gluttony on holidays and obesity. Journal of Travel & Tourism Marketing, 30(8), 825-838.
  • Koc, E. (2016a). Tüketici Davranışı ve Pazarlama Stratejileri: Global ve Yerel Yaklaşım (Vol. 7). Ankara, Turkey: Baskı, Seçkin Yayınları.
  • Koc, E. (2016b). Food consumption in all-inclusive holidays: illusion of control as an antecedent of inversionary consumption. Journal of Gastronomy and Tourism, 2(2), 107-116.
  • Koc, E. (2017). Service failures and recovery in tourism and hospitality: A practical manual. Wallingford, Oxford: CABI.
  • Koc, E. (2019). Service failures and recovery in hospitality and tourism: A review of literature and recommendations for future research. Journal of Hospitality Marketing & Management, 28(5), 513-537.
  • Koc, E. (2020a). Cross-Cultural Aspects of Tourism and Hospitality: A Services Marketing and Management Perspective. London: Routledge.
  • Koc, E. (2020b). Do women make better in tourism and hospitality? A conceptual review from a customer satisfaction and service quality perspective. Journal of Quality Assurance in Hospitality & Tourism, 21(4), 402-429.
  • Koc, E., & Boz, H. (2017). Development of Scales to Measure Customers' Willingness to Have Control and the Control Offered by Service Businesses. Ecoforum, 6. (3), 27-35.
  • Langer, E. J. (1975). The illusion of control. Journal of Personality and Social Psychology, 32, 311–328
  • Laroche, M., Bergeron, J., & Goutaland, C. (2003). How intangibility affects perceived risk: the moderating role of knowledge and involvement. Journal of services marketing, 17(2), 122-140.
  • Li, Y. J., Lu, S., Lan, J., & Jiang, F. (2019). Feel Safe to Take More Risks? Insecure Attachment Style Increases Consumer Risk-Taking Behavior. Frontiers in psychology, 10, 874.
  • Litvin, S. W., Crotts, J. C., & Hefner, F. L. (2004). Cross-cultural tourist behaviour: a replication and extension involving Hofstede's uncertainty avoidance dimension. International Journal of Tourism Research, 6(1), 29-37.
  • Lovallo, D., & Kahneman, D. (2003). Delusions of success. Harvard Business Review,57-63. July.
  • Manrai, L. A., & Manrai, A. (2011). Hofstede’s cultural dimensions and tourist behaviors: A review and conceptual framework. Journal of Economics, Finance & Administrative Science, 16(31), 23.
  • Mattila, A. S., & Choi, S. (2006). A cross-cultural comparison of perceived fairness and satisfaction in the context of hotel room pricing. International Journal of Hospitality Management, 25(1), 146-153.
  • McGhee, R. L., Ehrler, D. J., Buckhalt, J. A., & Phillips, C. (2012). The relation between five-factor personality traits and risk-taking behavior in preadolescents. Psychology, 3(08), 558.
  • McKenna, F. P., & Albery, I. P. (2001). Does unrealistic optimism change following a negative experience? Journal of Applied Social Psychology, 31 6, 1146-1157.
  • Mellers, B. A., Alan Schwartz, Katty Ho, & Ilana Ritov. (1997), “Decision Affect Theory: Emotional Reactions to the Outcomes of Risky Options,” Psychological Science, 8 (6), 423-429.
  • Meyers-Levy, J., & Loken, B. (2015). Revisiting gender differences: What we know and what lies ahead. Journal of Consumer Psychology, 25(1), 129-149.
  • Miller, S. M. (1979). Controllability and human stress: Method, evidence and theory. Behaviour Research and Therapy, 17, 287-304.
  • Mishra, S., Barclay, P., & Sparks, A. (2017). The relative state model: integrating need-based and ability-based pathways to risk-taking. Pers. Soc. Psychol. Rev. 21, 176–198.
  • Money, B., & J. Crotts (2003). “The Effect of Uncertainty Avoidance on Information Search, Planning and Purchases of International Travel Vacations.” Tourism Management, 24 (2): 191-202.
  • Ndubisi, N. O., Malhotra, N. K., Ulas, D., & Ndubisi, G.C. (2012). "Examining Uncertainty Avoidance, Relationship Quality, and Customer Loyalty in Two Cultures". Journal of International Consumer Marketing. 24 (5): 320–337.
  • Nordin, F., Kindström, D., Kowalkowski, C., & Rehme, J. (2011). The risks of providing services: Differential risk effects of the service-development strategies of customisation, bundling, and range. Journal of Service Management, 22(3), 390-408.
  • Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. 64 (1): 12-40.
  • Rittichainuwat, B. N. (2013). Tourists’ perceived risks toward overt safety measures. Journal of Hospitality & Tourism Research, 37(2), 199-216.
  • Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). “Customer Adoption of eservice: an Experimental Study”. International Journal of Service Industry Management, 12 (2), 184-207.
  • Sabiote-Ortiz, C. M., Frías-Jamilena, D. M., & Castañeda-García, J. A. (2016). Overall perceived value of a tourism service delivered via different media: A cross-cultural perspective. Journal of Travel Research, 55(1), 34-51.
  • Setó-Pamies, D. (2012). Customer loyalty to service providers: examining the role of service quality, customer satisfaction and trust. Total Quality Management & Business Excellence, 23 (11-12), 1257-1271.
  • Shenkar, O. (2001). Cultural distance revisited: towards a more rigorous conceptualization and measurement of cultural differences. Journal of International Business Studies 32(3): 519–535.
  • Suciu, M. C., Noja, G. G., & Cristea, M. (2020). Diversity, Social Inclusion and Human Capital Development as Fundamentals of Financial Performance and Risk Mitigation. Amfiteatru Economic, 22(55), 742-757.
  • Thaler, R. (1980). Toward a positive theory of consumer choice. Journal of Economic Behavior and Organization 1, 39-60.
  • Tok, S. (2011). The big five personality traits and risky sport participation. Social Behavior and Personality: an international journal, 39(8), 1105-1111.
  • Tsaur, S. H., Lin, C. T., & Wu, C. S. (2005). Cultural differences of service quality and behavioral intention in tourist hotels. Journal of Hospitality & Leisure Marketing, 13(1), 41-63.
  • Unzicker, D. K. (1999). The psychology of being put on hold: An exploratory study of service quality. Psychology & Marketing, 164, 327-350.
  • Villi, B., & Koc, E. (2018). Employee attractiveness and customers’ service failure perceptions. Journal of Hospitality Marketing & Management, 27(1), 41-60.
  • Weiner, B. (2000). Intrapersonal and interpersonal theories of motivation from an attributional perspective. Educational Psychology Review, 121, 1-14.
  • Williams, A. M., & Baláž, V. (2013). Tourism, risk tolerance and competences: Travel organization and tourism hazards. Tourism Management, 35, 209-221.
  • Zeithaml, V. A. (1981). How consumers' evaluation processes differ between goods and services. In J. H. Donnelly, & W. R. George (Eds.), Marketing of services (pp. 186−190). Chicago: American Marketing Association.

Transformation of tourism and hospitality customers’ perception of risk and customers’ needs for control

Year 2021, Volume: 6 Issue: 2, 117 - 125, 31.12.2021
https://doi.org/10.31822/jomat.2021-6-2-117

Abstract

Although tourism and hospitality have transformed to be much safer activities compared with the past with the developments in transportation and information technologies, they still involve many risks. This review paper explains and discusses the influence of the perception of risk on consumer behaviour in tourism and hospitality and strategies that can be used to reduce consumers’ risk perceptions. As eliminating or reducing consumers' risk perceptions help tourism and hospitality businesses attract more customers and maintain them, understanding concepts of risk and control may enable tourism and hospitality businesses to establish competitive advantage over their competitors. With this background in mind, the study introduces the concept of risk and the types of risks that may be associated with tourism and hospitality activities. The study also explains factors such as personality, personal characteristics which may influence customers' risk perceptions, and how these influences may take place in various contexts. Then, the study explains the theory of control and types of control which may be used to reduce consumers’ risk perceptions.


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References

  • Ahmed, Z. U., & Krohn, F. B. (1993). Understanding the unique consumer behavior of Japanese tourists. Journal of Travel & Tourism Marketing, 1(3), 73-86.
  • Albers-Miller, N., & Gelb, B. (1996). Business advertising appeals as a mirror of cultural dimensions: A study of eleven countries. Journal of Advertising, 25, 57-70.
  • Averill, J. R. (1973). Personal control over aversive stimuli and its relationship to stress. Psychological bulletin, 80(4), 286-303.
  • Bandura, A. (1997). Self-efficacy: The exercise of control. New York: W. H. Freeman and Company.
  • Bigné, E. J., Sanchez, I., & Andreu, L. (2009). The role of variety seeking in short and long run revisit intentions in holiday destinations. International Journal of Culture, Tourism and Hospitality Research, 3(2), 103-115.
  • Charness, G., & Gneezy, U. (2012). Strong evidence for gender differences in risk taking. Journal of Economic Behavior & Organization, 83(1), 50–58
  • Chen, P. Y., & Cooper, C. (Eds.). (2014). Wellbeing: a complete reference guide, work and wellbeing (Vol. 3). John Wiley & Sons.
  • Chen, Y., & Jiang, K. (2019). A multiple indicators multiple causes (mimic) model of the behavioral consequences of hotel guests. Tourism management perspectives, 30, 197-207.
  • Cunningham, L. F., Gerlach, J. H., Harper, M. D., & Young, C. E. (2005). Perceived risk and the consumer buying process: internet airline reservations. International Journal of Service Industry Management, 16(4), 357-372.
  • Ding, Y., Ding, Y., Keh, H. T., & Keh, H. T. (2016). A re-examination of service standardization versus customization from the consumer’s perspective. Journal of Services Marketing, 30(1), 16-28.
  • Dorothea Brack, A., & Benkenstein, M. (2014). Responses to other similar customers in a service setting–analyzing the moderating role of perceived performance risk. Journal of Services Marketing, 28(2), 138-146.
  • Ellis, L. (2006). Gender differences in smiling: An evolutionary neuroandrogenic theory. Physiology & Behavior, 88(4), 303–308.
  • Ertac, S., & Gurdal, M. Y. (2012). Deciding to decide: Gender, leadership and risk-taking in groups. Journal of Economic Behavior & Organization, 83(1), 24–30.
  • Faranda, W. T. (2001). A scale to measure the cognitive control form of perceived control: Construction and preliminary assessment. Psychology & Marketing, 18(12), 1259-1281.
  • Fischer, A. H., & Mosquera, P. M. R. (2001). What concerns men? Women or other men ?: A critical appraisal of the evolutionary theory of sex differences in aggression. Psychology, Evolution & Gender, 3(1), 5–25.
  • Flegr, J. (2013). Influence of latent Toxoplasma infection on human personality, physiology and morphology: pros and cons of the Toxoplasma–human model in studying the manipulation hypothesis. Journal of experimental Biology, 216(1), 127-133.
  • Gupta, R., Derevensky, J. L., & Ellenbogen, S. (2006). Personality characteristics and risk-taking tendencies among adolescent gamblers. Canadian Journal of Behavioural Science/Revue canadienne des sciences du comportement, 38(3), 201-203.
  • Gray, J. M., & Wilson, M. (2009). The relative risk perception of travel hazards‘. Environment and Behavior 41(2), 185-204
  • Harari, Y. N. (2016). Homo Deus: A brief history of tomorrow. Random House.
  • Häyry, M., & Takala, T. (1998). “Genetic Engineering and the Risk of Harm.” Medicine, Health Care and Philosophy 1 (1998): 61–64.
  • Heider, F. (1958) The Psychology of Interpersonal Relations. New York: John Wiley & Sons.
  • Hofstede, G. (2001). Culture's consequences, second edition: comparing values, behaviors, institutions and organizations across nations. Thousand Oaks: Sage Publications.
  • Johnson, S. K., Fitza, M. A., Lerner, D. A., Calhoun, D. M., Beldon, M. A., Chan, E. T., & Johnson, P. T. (2018). Risky business: linking Toxoplasma gondii infection and entrepreneurship behaviours across individuals and countries. Proceedings of the Royal Society B: Biological Sciences, 285(1883), 20180822
  • Kacelnik, A., & Bateson, M. (1997). Risk-sensitivity: crossroads for theories of decision-making. Trends Cogn. Sci. 1, 304–309.
  • Kahneman, D., & Tversky, A. (1979). Prospect theory: An analysis of decision under risk. Econometrica: Journal of the econometric society, 263-291.
  • Kahneman, D., Knetsch, J. L., & Thaler, R. H. (1991). Anomalies: The endowment effect, loss aversion, and status quo bias. The journal of economic perspectives, 193-206.
  • Kenrick, D. T., & Griskevicius, V. (2013). The rational animal: How evolution made us smarter than we think. Basic Books.
  • Koc, E. (2000). The role and potential of marketing communications in the Turkish domestic tourism market (Unpublished Doctoral dissertation, Oxford Brookes University).
  • Koc, E. (2006). Total quality management and business excellence in services: The implications of all-inclusive pricing system on internal and external customer satisfaction in the Turkish tourism market. Total Quality Management & Business Excellence, 17(7), 857-877.
  • Koc, E. (2006). Total quality management and business excellence in services: The implications of all-inclusive pricing system on internal and external customer satisfaction in the Turkish tourism market. Total Quality Management & Business Excellence, 17(7), 857-877.
  • Koc, E. (2013). Inversionary and liminoidal consumption: Gluttony on holidays and obesity. Journal of Travel & Tourism Marketing, 30(8), 825-838.
  • Koc, E. (2016a). Tüketici Davranışı ve Pazarlama Stratejileri: Global ve Yerel Yaklaşım (Vol. 7). Ankara, Turkey: Baskı, Seçkin Yayınları.
  • Koc, E. (2016b). Food consumption in all-inclusive holidays: illusion of control as an antecedent of inversionary consumption. Journal of Gastronomy and Tourism, 2(2), 107-116.
  • Koc, E. (2017). Service failures and recovery in tourism and hospitality: A practical manual. Wallingford, Oxford: CABI.
  • Koc, E. (2019). Service failures and recovery in hospitality and tourism: A review of literature and recommendations for future research. Journal of Hospitality Marketing & Management, 28(5), 513-537.
  • Koc, E. (2020a). Cross-Cultural Aspects of Tourism and Hospitality: A Services Marketing and Management Perspective. London: Routledge.
  • Koc, E. (2020b). Do women make better in tourism and hospitality? A conceptual review from a customer satisfaction and service quality perspective. Journal of Quality Assurance in Hospitality & Tourism, 21(4), 402-429.
  • Koc, E., & Boz, H. (2017). Development of Scales to Measure Customers' Willingness to Have Control and the Control Offered by Service Businesses. Ecoforum, 6. (3), 27-35.
  • Langer, E. J. (1975). The illusion of control. Journal of Personality and Social Psychology, 32, 311–328
  • Laroche, M., Bergeron, J., & Goutaland, C. (2003). How intangibility affects perceived risk: the moderating role of knowledge and involvement. Journal of services marketing, 17(2), 122-140.
  • Li, Y. J., Lu, S., Lan, J., & Jiang, F. (2019). Feel Safe to Take More Risks? Insecure Attachment Style Increases Consumer Risk-Taking Behavior. Frontiers in psychology, 10, 874.
  • Litvin, S. W., Crotts, J. C., & Hefner, F. L. (2004). Cross-cultural tourist behaviour: a replication and extension involving Hofstede's uncertainty avoidance dimension. International Journal of Tourism Research, 6(1), 29-37.
  • Lovallo, D., & Kahneman, D. (2003). Delusions of success. Harvard Business Review,57-63. July.
  • Manrai, L. A., & Manrai, A. (2011). Hofstede’s cultural dimensions and tourist behaviors: A review and conceptual framework. Journal of Economics, Finance & Administrative Science, 16(31), 23.
  • Mattila, A. S., & Choi, S. (2006). A cross-cultural comparison of perceived fairness and satisfaction in the context of hotel room pricing. International Journal of Hospitality Management, 25(1), 146-153.
  • McGhee, R. L., Ehrler, D. J., Buckhalt, J. A., & Phillips, C. (2012). The relation between five-factor personality traits and risk-taking behavior in preadolescents. Psychology, 3(08), 558.
  • McKenna, F. P., & Albery, I. P. (2001). Does unrealistic optimism change following a negative experience? Journal of Applied Social Psychology, 31 6, 1146-1157.
  • Mellers, B. A., Alan Schwartz, Katty Ho, & Ilana Ritov. (1997), “Decision Affect Theory: Emotional Reactions to the Outcomes of Risky Options,” Psychological Science, 8 (6), 423-429.
  • Meyers-Levy, J., & Loken, B. (2015). Revisiting gender differences: What we know and what lies ahead. Journal of Consumer Psychology, 25(1), 129-149.
  • Miller, S. M. (1979). Controllability and human stress: Method, evidence and theory. Behaviour Research and Therapy, 17, 287-304.
  • Mishra, S., Barclay, P., & Sparks, A. (2017). The relative state model: integrating need-based and ability-based pathways to risk-taking. Pers. Soc. Psychol. Rev. 21, 176–198.
  • Money, B., & J. Crotts (2003). “The Effect of Uncertainty Avoidance on Information Search, Planning and Purchases of International Travel Vacations.” Tourism Management, 24 (2): 191-202.
  • Ndubisi, N. O., Malhotra, N. K., Ulas, D., & Ndubisi, G.C. (2012). "Examining Uncertainty Avoidance, Relationship Quality, and Customer Loyalty in Two Cultures". Journal of International Consumer Marketing. 24 (5): 320–337.
  • Nordin, F., Kindström, D., Kowalkowski, C., & Rehme, J. (2011). The risks of providing services: Differential risk effects of the service-development strategies of customisation, bundling, and range. Journal of Service Management, 22(3), 390-408.
  • Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. 64 (1): 12-40.
  • Rittichainuwat, B. N. (2013). Tourists’ perceived risks toward overt safety measures. Journal of Hospitality & Tourism Research, 37(2), 199-216.
  • Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). “Customer Adoption of eservice: an Experimental Study”. International Journal of Service Industry Management, 12 (2), 184-207.
  • Sabiote-Ortiz, C. M., Frías-Jamilena, D. M., & Castañeda-García, J. A. (2016). Overall perceived value of a tourism service delivered via different media: A cross-cultural perspective. Journal of Travel Research, 55(1), 34-51.
  • Setó-Pamies, D. (2012). Customer loyalty to service providers: examining the role of service quality, customer satisfaction and trust. Total Quality Management & Business Excellence, 23 (11-12), 1257-1271.
  • Shenkar, O. (2001). Cultural distance revisited: towards a more rigorous conceptualization and measurement of cultural differences. Journal of International Business Studies 32(3): 519–535.
  • Suciu, M. C., Noja, G. G., & Cristea, M. (2020). Diversity, Social Inclusion and Human Capital Development as Fundamentals of Financial Performance and Risk Mitigation. Amfiteatru Economic, 22(55), 742-757.
  • Thaler, R. (1980). Toward a positive theory of consumer choice. Journal of Economic Behavior and Organization 1, 39-60.
  • Tok, S. (2011). The big five personality traits and risky sport participation. Social Behavior and Personality: an international journal, 39(8), 1105-1111.
  • Tsaur, S. H., Lin, C. T., & Wu, C. S. (2005). Cultural differences of service quality and behavioral intention in tourist hotels. Journal of Hospitality & Leisure Marketing, 13(1), 41-63.
  • Unzicker, D. K. (1999). The psychology of being put on hold: An exploratory study of service quality. Psychology & Marketing, 164, 327-350.
  • Villi, B., & Koc, E. (2018). Employee attractiveness and customers’ service failure perceptions. Journal of Hospitality Marketing & Management, 27(1), 41-60.
  • Weiner, B. (2000). Intrapersonal and interpersonal theories of motivation from an attributional perspective. Educational Psychology Review, 121, 1-14.
  • Williams, A. M., & Baláž, V. (2013). Tourism, risk tolerance and competences: Travel organization and tourism hazards. Tourism Management, 35, 209-221.
  • Zeithaml, V. A. (1981). How consumers' evaluation processes differ between goods and services. In J. H. Donnelly, & W. R. George (Eds.), Marketing of services (pp. 186−190). Chicago: American Marketing Association.
There are 69 citations in total.

Details

Primary Language English
Subjects Tourism (Other)
Journal Section Review Papers
Authors

Erdoğan Koç 0000-0003-3183-2574

Bilge Villi 0000-0002-1175-2043

Publication Date December 31, 2021
Published in Issue Year 2021 Volume: 6 Issue: 2

Cite

APA Koç, E., & Villi, B. (2021). Transformation of tourism and hospitality customers’ perception of risk and customers’ needs for control. Journal of Multidisciplinary Academic Tourism, 6(2), 117-125. https://doi.org/10.31822/jomat.2021-6-2-117



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