Does the tourist’s incivility relate to the tour guide’s professionalism? The case of destination Zanzibar

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dc.authorscopusid57287436400
dc.authorscopusid57193578500
dc.authorscopusid29567588800
dc.contributor.authorAbdalla, Moh'd Juma
dc.contributor.authorEluwole, Kayode Kolawole
dc.contributor.authorÖztüren, Ali
dc.date.accessioned2024-09-11T19:57:59Z
dc.date.available2024-09-11T19:57:59Z
dc.date.issued2024
dc.departmentİstanbul Gelişim Üniversitesien_US
dc.description.abstractAs part of the service delivery process of tour operations, tour guides are often faced with rude behaviour from tourists. The present study develops a conceptual framework that empirically tests the linkages of tourist incivility (TIN), professional knowledge (TPK), professional attitude (TPA), and professional skills (TPS). Using SMART-PLS to analyse the data collected from 277 tour guides in Zanzibar, the study’s findings revealed that TIN has insignificant direct effects on both tour guides’ TPA and tour guides’ TPK. The results also suggest that TPS mediates the impact of tourist incivility on TPK but fails to support TPA mediation. Lastly, importance-performance map analysis revealed that TPK is of utmost importance to tour guides, although it leads to slightly lesser performance behind TPS and tourist incivility. Recommendations for novel coping mechanisms for practitioners were suggested. Copyright © 2024 Inderscience Enterprises Ltd.en_US
dc.identifier.doi10.1504/IJTP.2024.139724
dc.identifier.endpage383en_US
dc.identifier.issn1750-4090en_US
dc.identifier.issue4en_US
dc.identifier.scopus2-s2.0-85198563989en_US
dc.identifier.scopusqualityQ4en_US
dc.identifier.startpage368en_US
dc.identifier.urihttps://doi.org/10.1504/IJTP.2024.139724
dc.identifier.urihttps://hdl.handle.net/11363/8387
dc.identifier.volume14en_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherInderscience Publishersen_US
dc.relation.ispartofInternational Journal of Tourism Policyen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.snmz20240903_Gen_US
dc.subjectincivility; professionalism; tour-guide; tourist; Zanzibaren_US
dc.titleDoes the tourist’s incivility relate to the tour guide’s professionalism? The case of destination Zanzibaren_US
dc.typeArticleen_US

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