{"id":"https://openalex.org/W4200219353","doi":"https://doi.org/10.20491/isarder.2021.1339","title":"Analysis of E-Complaint Management in Glamping Businesses within the Scope of a Case Study","display_name":"Analysis of E-Complaint Management in Glamping Businesses within the Scope of a Case Study","publication_year":2021,"publication_date":"2021-12-29","ids":{"openalex":"https://openalex.org/W4200219353","doi":"https://doi.org/10.20491/isarder.2021.1339"},"language":"en","primary_location":{"id":"doi:10.20491/isarder.2021.1339","doi":"https://doi.org/10.20491/isarder.2021.1339","is_oa":true,"landing_page_url":"https://doi.org/10.20491/isarder.2021.1339","pdf_url":"https://isarder.org/index.php/isarder/article/download/1595/1548/1554","source":{"id":"https://openalex.org/S2764689644","display_name":"Journal of Business Research - Turk","issn_l":"1309-0712","issn":["1309-0712"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["tr-dizin"],"host_organization":"https://openalex.org/P4310318316","host_organization_name":"Isarder","host_organization_lineage":["https://openalex.org/P4310318316"],"host_organization_lineage_names":["Isarder"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research - Turk","raw_type":"journal-article"},"parent_works":[],"lineage":["https://openalex.org/W4200219353"],"child_works_count":0,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://isarder.org/index.php/isarder/article/download/1595/1548/1554","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5057443391","display_name":"Fatmanur K\u00fcbra AYLAN","orcid":"https://orcid.org/0000-0002-6703-2934","observed_orcids":["https://orcid.org/0000-0002-6703-2934"]},"institutions":[{"id":"https://openalex.org/I12387023","display_name":"Trakya University","ror":"https://ror.org/00xa0xn82","country_code":"TR","type":"education","lineage":["https://openalex.org/I12387023"]},{"id":"https://openalex.org/I137996928","display_name":"Sel\u00e7uk University","ror":"https://ror.org/045hgzm75","country_code":"TR","type":"education","lineage":["https://openalex.org/I137996928"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"F. K\u00fcbra Aylan","raw_affiliation_strings":["Sel\u00e7uk \u00dcniversitesi, Turizm Fak\u00fcltesi, Rekreasyon Y\u00f6netimi B\u00f6l\u00fcm\u00fc, Konya, T\u00fcrkiye,","Trakya \u00dcniversitesi, Uygulamal\u0131 Bilimler Fak\u00fcltesi, Turizm \u0130\u015fletmecili\u011fi B\u00f6l\u00fcm\u00fc, Edirne, T\u00fcrkiye,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Sel\u00e7uk \u00dcniversitesi, Turizm Fak\u00fcltesi, Rekreasyon Y\u00f6netimi B\u00f6l\u00fcm\u00fc, Konya, T\u00fcrkiye,","institution_ids":["https://openalex.org/I137996928"]},{"raw_affiliation_string":"Trakya \u00dcniversitesi, Uygulamal\u0131 Bilimler Fak\u00fcltesi, Turizm \u0130\u015fletmecili\u011fi B\u00f6l\u00fcm\u00fc, Edirne, T\u00fcrkiye,","institution_ids":["https://openalex.org/I12387023"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5045583341","display_name":"G\u00fcney \u00c7etin G\u00fcrkan","orcid":"https://orcid.org/0000-0002-1964-6966","observed_orcids":["https://orcid.org/0000-0002-1964-6966"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"G\u00fcney \u00c7etin G\u00fcrkan","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":150,"currency":"USD","value_usd":150},"apc_paid":{"value":150,"currency":"USD","value_usd":150},"fwci":0.0,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":95,"max":97},"biblio":{"volume":"4","issue":"13","first_page":"3525","last_page":"3543"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.8862000107765198,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.8862000107765198,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.10249999910593033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.00430000014603138,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/glamping","display_name":"glamping","score":0.824999988079071},{"id":"https://openalex.org/keywords/online-customer-complaints","display_name":"online customer complaints","score":0.6859999895095825},{"id":"https://openalex.org/keywords/google-maps-reviews","display_name":"Google Maps reviews","score":0.7699999809265137},{"id":"https://openalex.org/keywords/customer-feedback","display_name":"customer feedback","score":0.46000000834465027},{"id":"https://openalex.org/keywords/complaint-response","display_name":"complaint response","score":0.6869999766349792},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.5460000038146973},{"id":"https://openalex.org/keywords/online-reputation-management","display_name":"online reputation management","score":0.3019999861717224}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.8716503977775574},{"id":"https://openalex.org/C2778012447","wikidata":"https://www.wikidata.org/wiki/Q1034415","display_name":"Scope (computer science)","level":2,"score":0.7243511080741882},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6124809980392456},{"id":"https://openalex.org/C178550888","wikidata":"https://www.wikidata.org/wiki/Q2043282","display_name":"Business administration","level":1,"score":0.40620532631874084},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.33839648962020874},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3356865644454956},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.17245832085609436},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1723574697971344},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.16768255829811096},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.10120701789855957},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.20491/isarder.2021.1339","doi":"https://doi.org/10.20491/isarder.2021.1339","is_oa":true,"landing_page_url":"https://doi.org/10.20491/isarder.2021.1339","pdf_url":"https://isarder.org/index.php/isarder/article/download/1595/1548/1554","source":{"id":"https://openalex.org/S2764689644","display_name":"Journal of Business Research - Turk","issn_l":"1309-0712","issn":["1309-0712"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["tr-dizin"],"host_organization":"https://openalex.org/P4310318316","host_organization_name":"Isarder","host_organization_lineage":["https://openalex.org/P4310318316"],"host_organization_lineage_names":["Isarder"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research - Turk","raw_type":"journal-article"},{"id":"pmh:oai:acikerisim.trakya.edu.tr:20.500.14551/12768","doi":null,"is_oa":true,"landing_page_url":"https://search.trdizin.gov.tr/yayin/detay/512263","pdf_url":null,"source":{"id":"https://openalex.org/S4306401406","display_name":"Trakya University's Institutional Open Access System (Trakya University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I12387023","host_organization_name":"Trakya University","host_organization_lineage":["https://openalex.org/I12387023"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Article"}],"best_oa_location":{"id":"doi:10.20491/isarder.2021.1339","doi":"https://doi.org/10.20491/isarder.2021.1339","is_oa":true,"landing_page_url":"https://doi.org/10.20491/isarder.2021.1339","pdf_url":"https://isarder.org/index.php/isarder/article/download/1595/1548/1554","source":{"id":"https://openalex.org/S2764689644","display_name":"Journal of Business Research - Turk","issn_l":"1309-0712","issn":["1309-0712"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["tr-dizin"],"host_organization":"https://openalex.org/P4310318316","host_organization_name":"Isarder","host_organization_lineage":["https://openalex.org/P4310318316"],"host_organization_lineage_names":["Isarder"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research - Turk","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4200219353.pdf","grobid_xml":"https://content.openalex.org/works/W4200219353.grobid-xml"},"referenced_works_count":25,"referenced_works":["https://openalex.org/W96875295","https://openalex.org/W1506350398","https://openalex.org/W1971346661","https://openalex.org/W1995758933","https://openalex.org/W2002398147","https://openalex.org/W2015887228","https://openalex.org/W2018877216","https://openalex.org/W2045835049","https://openalex.org/W2071147408","https://openalex.org/W2076452764","https://openalex.org/W2081192361","https://openalex.org/W2083946431","https://openalex.org/W2086818792","https://openalex.org/W2329223578","https://openalex.org/W2386711781","https://openalex.org/W2583844783","https://openalex.org/W2788644674","https://openalex.org/W2900336461","https://openalex.org/W2911818127","https://openalex.org/W2947864845","https://openalex.org/W2954316178","https://openalex.org/W2969309074","https://openalex.org/W2973053673","https://openalex.org/W3015868920","https://openalex.org/W3153959151"],"related_works":["https://openalex.org/W2606462105","https://openalex.org/W3044815729","https://openalex.org/W2767032262","https://openalex.org/W2615290783","https://openalex.org/W4321448200","https://openalex.org/W2084251512","https://openalex.org/W2095022864","https://openalex.org/W3120634443","https://openalex.org/W3164384069","https://openalex.org/W3141377581"],"abstract_inverted_index":{"Purpose":[0],"-The":[1,129],"purpose":[2],"of":[3,14,46,78,85,90,235],"the":[4,31,42,47,50,76,79,83,88,91,97,101,122,133,148,155,164,181,192,207,233,242],"study":[5,48],"is":[6,16],"to":[7,25,113,167,180,187,227,241],"create":[8],"a":[9],"foresight":[10],"about":[11],"what":[12],"kind":[13],"method":[15,74],"followed":[17],"by":[18,69,120],"glamping":[19,80,98,243],"businesses":[20],"in":[21,100,132,177],"e-complaint":[22,149,156],"management":[23,84,157],"and":[24,49,64,93,108,141,151,198,202,245],"develop":[26],"various":[27],"recommendations":[28,238],"along":[29],"with":[30,55,75,214,232],"results":[32,160,234],"obtained.Design":[33],"/":[34],"Methodology/":[35],"Approach":[36],"-\"Case":[37],"study\"":[38],"was":[39,118],"chosen":[40],"as":[41],"qualitative":[43],"research":[44,51,92,134,159],"design":[45],"data":[52,57,67,117,130],"were":[53,111,135,185,204,211,224,239],"collected":[54],"multiple":[56],"sources":[58],"through":[59],"document":[60],"review,":[61],"participant":[62],"observation":[63],"unstructured":[65],"interview.The":[66],"obtained":[68,116],"in-depth,":[70],"unstructured,":[71],"faceto-face":[72],"interview":[73],"owner/manager":[77],"business":[81,99,165,174,244],"on":[82,249],"complaints":[86,182,210,223],"within":[87],"scope":[89],"115":[94],"comments":[95],"for":[96,194,206],"Google":[102],"Maps":[103],"application":[104],"between":[105],"November":[106],"2020":[107],"April":[109],"2021":[110],"subjected":[112],"content":[114],"analysis.The":[115],"analyzed":[119,131],"using":[121],"previously":[123],"licensed":[124],"MAXQDA\u00a9":[125],"2018":[126],"package":[127],"program.Results":[128],"evaluated":[136],"under":[137,147,154],"two":[138],"categories:":[139],"\"e-complaint\"":[140],"\"ecomplaint":[142],"management\".There":[143],"are":[144],"5":[145],"themes":[146,153],"category":[150],"11":[152],"category.The":[158],"have":[161],"shown":[162],"that":[163,183],"responded":[166,212],"positive":[168],"posts":[169],"more":[170],"than":[171],"negative":[172],"posts.The":[173],"often":[175],"stated":[176],"their":[178,195,200],"responses":[179],"they":[184,190,203],"trying":[186],"improve":[188],"themselves,":[189],"thanked":[191],"guests":[193],"constructive":[196],"feedback":[197],"sharing":[199],"experiences":[201],"sorry":[205],"bad":[208],"experience.Some":[209],"only":[213],"general":[215],"statements":[216],"without":[217],"any":[218],"explanatory":[219],"information,":[220],"while":[221],"other":[222],"explained":[225],"not":[226],"be":[228],"true.Discussion":[229],"-In":[230],"line":[231],"this":[236,250],"research,":[237],"made":[240],"future":[246],"academic":[247],"studies":[248],"subject.":[251]},"counts_by_year":[{"year":2025,"cited_by_count":3}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2021-12-31T00:00:00"}
