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Bu araştırmanın amacı şikâyet kavramının uluslararası turizm literatüründeki durumunu betimsel analiz çerçevesinde doküman inceleme yöntemi ile irdelemektir. Bu amaç doğrultusunda Web of Science veritabanı araştırma alanı olarak seçilmiştir. İlgili veritabanı üzerinde 1970-2019 tarih aralığında, “complaint” ile “tourism” kelimeleri aratılarak ulaşılan 97 makale araştırmanın örneklemini oluşturmaktadır. Veriler Citespace II bibliyometrik analiz programı yardımıyla analiz edilmiştir. Araştırma bulguları Çin’in en yüksek iş birliğine, İtalya’nın ise en yüksek merkezilik derecesine sahip olduğunu göstermiştir. Sosyal bilimler araştırma alanının en fazla atıf alan ve merkezilik derecesine sahip olduğu ve en fazla atıf alan yazarın Sparks B. A. olduğu anlaşılmıştır. Makalelerin ağırlıkla Tourism Management dergisinde yayınlandığı görülmüştür. Turizm ve şikâyet konusu ile ilişkili kullanılan anahtar kelimeler incelendiğinde, ilk sıralarda turizm, ağızdan ağıza iletişim, memnuniyet ve sosyal medyanın ön plana çıktığı görülmektedir.
The purpose of this research is to examine the status of the complaint concept in the international tourism literature with the document analysis method within the framework of descriptive analysis. For this purpose, the Web of Science database has been chosen as a research area. 97 articles were reached by searching the words "complaint" and "tourism" on the related database between 1970-2019 to constitute the sample of the research. The data were analyzed with the help of Citespace II bibliometric analysis program. Research findings have shown that China has the highest cooperation and Italy has the highest degree of centrality. It was understood that the field of social sciences research area was the most cited and centralized, the most cited author was Sparks B. and A. When the keywords used in relation to the subject of tourism and complaints are examined, it has seen that tourism, word of mouth, satisfaction and social media come to the fore.
The purpose of this research is to examine the status of the complaint concept in the international tourism literature with the document analysis method within the framework of descriptive analysis. For this purpose, the Web of Science database has been chosen as a research area. 97 articles were reached by searching the words "complaint" and "tourism" on the related database between 1970-2019 to constitute the sample of the research. The data were analyzed with the help of Citespace II bibliometric analysis program. Research findings have shown that China has the highest cooperation and Italy has the highest degree of centrality. It was understood that the field of social sciences research area was the most cited and centralized, the most cited author was Sparks B. A. When the keywords used in relation with the subject of tourism and complaints are examined, it has seen that tourism, word of mouth, satisfaction and social media come to the fore.
Field : Sosyal, Beşeri ve İdari Bilimler
Journal Type : Ulusal
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