Role of Tour Guides on Tourist Satisfaction and Re-visiting Intention. A Research in Istanbul/Turkey

      Аннотация: The increase of leisure time and economic welfare level led people to travel and thus participate in tourism activities worldwide. As a result of the increase of the international tourism activities in recent years, the amount of tourism receipts that countries acquire increased significantly and tourism destinations found themselves in a harsh competitive atmosphere. In tourism industry in which customers’ wishes, needs and expectations change every day, countries in macro-level and tourism enterprises in micro-level, which want to obtain share from international tourism pie and maintain their current market share are supposed to offer qualified service and renew themselves constantly. In this context, tour guides who are regarded as one of the representatives of countries and tourism destinations and one of the most important front-line staff in tourism industry play significant role on tourist satisfaction and re-visit intention. This book, therefore, provides the readers with the detailed literature on tour guides, customer satisfaction and re-visiting intention concepts as well as investigating tour guides'role on tourist satisfaction and re-visit intention in guided tours.

Ключевые слова: tour guide, Customer satisfaction, customer loyalty, Re-visit Intention, Istanbul, ?stanbul