Abstract:

The aim of this study is to explore the impact of customer focus on employment of employees who communicate face-to-face with the customer in tourism enterprises and the difference between the types of business of this effect. The study, using the sample method according to the purpose, included 132 tourist enterprises and 655 employees, including 21 hotels, 102 travel agencies and 9 restaurants in Konya, in the field research. Between June and September 2015, the data obtained through the survey was analyzed by statistical analysis methods such as factor, correlation and regression. The study found that the customer focus of employees has a statistically positive and meaningful impact on employment, but that the difference between the three types of tourism enterprises is not meaningful. These findings have come to the conclusion that the personality characteristics related to the service of employees in tourism enterprises can move the individual forces that make it possible to dedicate to employment by reducing the negative effects of other factors on employment, and thus positively reflect the strength of this reflection does not make a significant difference between the accommodation, travel and food-drink enterprises. Therefore, this study contributes significantly to the relevant field writing in terms of the elimination of the bilateral with the models proposed in the field of the relationship between customer focus and employment dedication, the detection of the cleansed effect of customer focus on employment dedication and the comparative testing of the model for different types of tourism enterprises. The findings of the study have been presented with recommendations to managers and researchers.

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