The business of providing services such as transport, places to stay, or entertainment for people who are on holiday.
Published in Chapter:
Separate Works, Same Behaviors: Organizational Cynicism in Tourism Businesses
Elif Tuba Tamer (Kutahya Dumlupinar University, Turkey) and Harika Ozkan (Kutahya Dumlupinar University, Turkey)
Copyright: © 2020
|Pages: 16
DOI: 10.4018/978-1-7998-1474-0.ch003
Abstract
Tourism industry consists of businesses that complement each other but show different characteristics. However, no matter how many different characteristics they have, the success of tourism businesses in an intense competitive environment is based on the employees they have. The attitudes and behaviors that employees develop towards their organizations, one of the basic determining factors of service quality, have the power to influence both organizations, customers, and other employees in a wide range. In organizational cynicism, employees exhibit negative attitudes and behaviors such as resentment, anger, and disbelief towards their organizations. In this context, this study focuses on studying cynicism, which is considered a negative employee behavior, in terms of tourism businesses.