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Current Issues in Services Management

Multidisciplinary Perspectives

Edited By Elbeyi Pelit, Hasan Hüseyin Soybali and Ali Avan

The authors attempt to bring current issues in services management and different approaches in the field of social sciences together. This book deals with topics such as emotional interactions in the service environment, innovative approaches and applications, organizational behavior, financial performance, tourism management and marketing strategies in services management. It explores different perspectives in contemporary services management and paves the way for the understanding of actual tendencies.

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Organizational Justice and Reflections in Tourism Industry


1 Introduction

Tourism is defined as examining the movements of people outside of the place they live in, the industry that meets the needs arisen, and the effects of both the industry and people on the socio-cultural, economic and physical environment. (Jafari, 1977). Taking the extent into account, different types of complex relationships are created in supply of tourism services in order to meet all the needs of people in daily life in a different place other than their residence and tourism movements has various functions and consequently to renew oneself. Tourism consists of actions like traveling, dining, accommodation, recreation, entertainment, worshiping, being informed and including all activities related to daily life as a structure formed as a combination of these services are presented together as an industry. According to the Travel and Tourism Related Industrial Components table in the United States Standard Industrial Classification System, 39 different industrial components, from bus management to day boat trips, air transportation to amusement parks and gas stations, are considered in relation to travel and tourism (Gee et al., 1997). Smith (1989) divides the products included in tourism activities into six basic categories. These are accommodation, transportation, travel services, food services, recreation/cultural/entertainment activities, and retail goods. The problems experienced in any of these service areas may create a negative perception of all services offered.

In all fields of activity within the tourism industry, it is important how the service is provided, as well as what the service...

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