Turizmde Yeni Trendler Dergisi

Yazarlar: Vildan Sarıca, Ebru Özlem Güven, Aydın Yılmazer

Konular:-

Anahtar Kelimeler:Unethical Customer Behavior,Ethical,Food and Beverage Businesses

Özet: The purpose of the study is to reveal unethical customer behaviors in food and beverage businesses, which have an important place in the tourism industry, and to evaluate the opinions of managers and business owners on the subject. In order to achieve this goal, a qualitative study has been designed in food and beverage establishments in Sakarya. Data were collected using a healthy semi-structured interview technique with a total of 90 people out of 40 who are professional managers, 52 of them are also business owners, and they were subjected to content analysis. In addition, the interview was prepared as a result of the literature review and 16 questions were asked, 4 of which were planned, 4 without plans. As a result of the research, various problems related to unethical customer behavior in food and beverage businesses were identified. According to the data obtained, the most common unethical customer behaviors are; humiliating the staff, use of rude and imperative, harassment, and behaving in a variety of ways in order not to pay money. In addition, it is understood that businesses ignore these behaviors in order not to lose customers or do not exhibit a negative attitude, leading customers to do this kind of behavior.

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