The measurement of job satisfaction has become an important issue in tourism because this industry requires a great interaction between the contact personnel (frontline employees) and the individual customer and because quality perceptions are evaluated mostly on the basis of the performance of subjective (intangible) criteria. Thus, the extent to which employees are satisfied with what they are responsible for may directly influence the level of customer satisfaction with their services. Using an improved form of job descriptive index, this study aims to evaluate the predictors of hotel employees' both job satisfaction and their intention to stay in the hotel business. The discussion is based upon the findings of a survey carried out among those working in the Turkish hotel industry. Findings suggest that such attributes as the work itself, supervision, and promotion are the determinants of the level of overall job satisfaction. The level of overall job satisfaction in turn leads to changes in t...

Excellence models affect performance and help organizations achieve organizational excellence. Furthermore, organizational commitment is another concern of organizational excellence. The measurement of organizational commitment has become an important issue in TQM. In this respect, the extent to which employees are committed to what they are responsible for may directly influence the level of customer satisfaction with services and products. The main purpose of the study is to determine the relationship between an excellence model and organizational commitment. In order to achieve this goal, a survey that contains Meyer & Allen's Organizational Commitment scale and EFQM Criteria are applied to Turkish Quality Awards winners' employees in 2004. Data obtained in the study have been analyzed at the level of multivariate data analysis and the results show that the relationship between organizational commitment and EFQM Excellence Model was significant. Findings suggest that leadership, partnerships and resources, policy and strategy, affective commitment, processes, results, people development and involvement and continuance commitment are the determinants of the organizational commitment and EFQM Excellence Model respectively. Theoretical and practical implications of the findings are also discussed in the paper.

Introduction: Standards are available to guide tourism facilities in providing barrier-free environments for the independence, convenience, and safety of people with disabilities. These standards can be especially beneficial to individuals who face many barriers in daily life and tourism activities, such as those with visual impairments. On the other hand, some barriers faced by individuals with visual impairments in this arena are specific and may not be improved by only these regulations. Purpose: The purpose of this study was to find the main barriers in hotels and evaluate the accessibility of hotels for people with visual impairments. Methods: Qualitative research methods were used to explore determinants of barriers to the accessibility of tourism facilities for people with visual impairments. Semi-structured, open-ended questions were distributed to individuals with visual impairments. Results: Sixty-six participants with visual impairments shared their experiences with hotels. Themes that emerged from the data were categorized into three settings: entrance, guest rooms, and other hotel settings. People with visual impairments discussed all hotel settings with regard to signage; braille; lighting, color, and contrast; and layout. Discussion: Those with visual impairments expressed needs that related specifically to their own disabilities. Their problems are clear and can be solved if hotel managers focus on their needs. Standards and checklists can be helpful to solve many problems, but they are not meaningful without real audits. The needs of people with visual impairments do not require considerable investments but rather a transformation in existing attitudes and policies. Implications for practitioners: From the findings, an accessibility checklist was developed for hotel managers to address barriers for people with visual impairments.

1980’li yıllardan bu yana nitel araştırmalarda güvenirlik ve geçerliği sağlayabilmek için bazı ölçütler belirlenmeye çalışılmaktadır. Özellikle 2000’lerin başında bu ölçütlerin kullanımının yaygınlaştığı görülmektedir. Bu bakımdan ölçütlerin nitel araştırmalarda ne kadar dikkate alındığının tespiti oldukça önemlidir. Bu çalışmada, Anatolia: Turizm Araştırmaları Dergisi’nde yayınlanan nitel çalışmalar incelenmiş ve bunların nitel araştırmalarda kullanılması gereken güvenirlik ve geçerlik ölçütlerini ne düzeyde karşıladıkları saptanmaya çalışılmıştır. Bu kapsamda ilgili dergide yayınlanan ve nitel yöntem kullanıldığı belirlenen toplam 31 çalışma incelemeye alınmıştır. Araştırmanın bulguları, 1990 yılından 2007 yılına kadar yayınlanan çalışmaların, nitel araştırmalar için gerekli olan güvenirlik ve geçerlik ölçütlerinin çoğunu karşılamadığını, öte yandan 2007 yılından sonra bu ölçütlere çalışmalarda daha fazla yer verildiğini göstermiştir.