KaydedilenlerDerginizi ekleyin

Dergiler / Güncel Turizm Araştırmaları Dergisi / 2026 / Cilt: 10 Sayı: 2

Turizm Sosyolojisi Bakış Açısıyla Rehber-Turist-Acenta Personeli ve Yerel Esnaf Etkileşimlerinin Katılımcı Gözlem Tekniğiyle Çözümlenmesi

Examining Guide-Tourist-Travel Agency Staff, and Local Vendors Interactions through Participant Observation from a Tourism Sociology Perspective

Serpil Keskin Pulluk(MEHMET AKİF ERSOY ÜNİVERSİTESİ)0000-0002-4546-7806
İlker Şahin(KASTAMONU ÜNİVERSİTESİ, TURİZM FAKÜLTESİ)0000-0002-0516-4675
Sayfa
549–585
Yayın Tarihi
2026-09-11
🏛️Bu makalenin bibliyografik verileri ve tam metin bağlantısı DergiPark üzerinden sağlanmıştır.
DergiPark Kaydı ↗
✨

Yapay Zeka Hızlı Bakış & Çıkarımlar

AI Insight
⚡ TL;DR(1 Cümlede Hızlı Çıkarım)

Bulgulara göre rehber-turist-acenta personeli arası iletişimde “anlatımsal, izlenimsel, otoriter, dolaylı, pasif, agresif, uyumlu” olmak üzere toplam 7 etkileşim türü bulunmaktadır.

📌 3 Maddede Bu Makale

🎯
Amaç & Hipotez:Araştırma, paket turların sosyal yapısını turizm sosyolojisi bakış açısıyla inceleyerek, rehber, turist, acenta personeli ve yerel esnaf arasındaki etkileşim örüntülerini katılımcı gözlem yöntemiyle çözümlemeyi amaçlamaktadır.
📊
Temel Bulgular & Veri:Rehberli GAP turunda toplam 493 davranış, MAXQDA yardımıyla kodlanarak 9 ana tema ve 54’ü farklı olmak üzere toplam 74 alt tema elde edilmiştir.
💡
Sonuç & Katkı:Bulgulara göre rehber-turist-acenta personeli arası iletişimde “anlatımsal, izlenimsel, otoriter, dolaylı, pasif, agresif, uyumlu” olmak üzere toplam 7 etkileşim türü bulunmaktadır.
🔬Tür:Uygulamalı Anket & Alan Araştırması
📍Kapsam:Genişletilmiş Akademik Örneklem
⚙️Değişkenler:Sosyal Etkileşim Teorisi · Sembolik Etkileşim · İzlenim Yönetimi

Özet

Araştırma, paket turların sosyal yapısını turizm sosyolojisi bakış açısıyla inceleyerek, rehber, turist, acenta personeli ve yerel esnaf arasındaki etkileşim örüntülerini katılımcı gözlem yöntemiyle çözümlemeyi amaçlamaktadır. Davranışlar, veri ve kuram temelli hibrit içerik analiziyle çözümlenmiştir. Rehberli GAP turunda toplam 493 davranış, MAXQDA yardımıyla kodlanarak 9 ana tema ve 54’ü farklı olmak üzere toplam 74 alt tema elde edilmiştir. Bulgulara göre rehber-turist-acenta personeli arası iletişimde “anlatımsal, izlenimsel, otoriter, dolaylı, pasif, agresif, uyumlu” olmak üzere toplam 7 etkileşim türü bulunmaktadır. Turistler arası etkileşim “pozitif ve negatif” olmak üzere iki ana temadan oluşmaktadır. Bulgular, rehberlikte duygusal emek ve izlenim yönetiminin yoğun olduğunu; mizah, empati ve olumlu atmosfer yaratma çabalarının mesleğin performansa dayalı niteliğini yansıttığını ortaya koymaktadır. Turist davranışları incelendiğinde, grubun rehberin performansına katılımcı ve destekleyici biçimde dâhil olduğu; soru sorarak, onaylayarak ve deneyim paylaşarak etkileşimi ortak bir üretim sürecine dönüştürdüğü görülmektedir. Az yoğunlukta gözlemlenen zamanlama sorunları, şikâyet eğilimleri ve tepkiler, bireysel beklentiler ile grup disiplininin çatıştığı yapısal gerilimleri açığa çıkarmaktadır. Acenta personeliyle kurulan etkileşimlerde ise klasikleşmiş pratikler ve pozitif izlenim oluşturma çabaları belirleyicidir. Şikâyetin önemsenmediği durumlar hizmet zincirindeki kırılganlığı göstermektedir. Turistler arası ilişkilerde gerek dayanışma gerekse kolektif şikâyet temelli örgütlenme görülmektedir. Bulgular, turist–yerel esnaf etkileşimlerinin bilgi aktarımı, misafirperverlik ve kültürel performans içerdiğini göstermektedir.

Abstract

The study aims to analyze the social structure of package tours from a tourism sociology perspective by examining interaction patterns among guides, tourists, agency staff, and local vendors through participant observation. The data were analyzed using a hybrid content analysis approach grounded in both data and theory. Using MAXQDA, 493 behaviors identified during the guided GAP tour were systematically coded, yielding 9 overarching themes and 74 sub-themes, of which 54 were distinct. The findings reveal seven types of interaction in guide–tourist–agency communication: narrative, impression-based, authoritarian, indirect, passive, aggressive, and harmonious. Interactions among tourists are categorized as positive and negative. The results indicate that emotional labor and impression management are central to tour guiding, with humor, empathy, and efforts to create a positive atmosphere reflecting the performance-oriented nature of the profession. Tourists actively and supportively participate in the guide’s performance through questioning, approval, and experience sharing, transforming interaction into a co-productive process. Less frequent issues, such as timing conflicts and complaint behaviors, reveal tensions between individual expectations and group discipline. Interactions with agency staff are shaped by routine practices and impression management, while tourist–vendor interactions involve information exchange, hospitality, and cultural performance processes.

🔖

Bu Makaleye Atıf Yap

Pulluk, S. K., Şahin, İ. (2026). Turizm Sosyolojisi Bakış Açısıyla Rehber-Turist-Acenta Personeli ve Yerel Esnaf Etkileşimlerinin Katılımcı Gözlem Tekniğiyle Çözümlenmesi. Güncel Turizm Araştırmaları Dergisi, Cilt: 10 Sayı: 2, 549–585. https://doi.org/10.32572/guntad.1859425

📄 Tam Metin PDF Okuyucu

📄

PDF görüntüleyici hazırlanıyor...

Kaynakça (79)

  1. Acar, V., & Tanrısevdi, A. (2021). Paket tur katılımcısı turistlerin davranışlarının incelenmesi: Güney Koreli turistlere yönelik bir katılımlı gözlem çalışması. Marmara Üniversitesi Öneri Dergisi, 16(56), 792–824. https://doi.org/10.14783/maruoneri.815611
  2. Acar, V., & Tanrısevdi, A. (2019). Participant observations on Iranian tourists taking part in guided excursions: the case of Kuşadası Turkey. MANAS Sosyal Araştırmalar Dergisi, 8(2), 2187–2213. https://doi.org/10.33206/mjss.502494
  3. Adam, I. (2021). Negative tourist-to-tourist interactions, value destruction, satisfaction, and post-consumption behavioral intention. Journal of Destination Marketing & Management, 20, 100557. https://doi.org/10.1016/j.jdmm.2021.100557
  4. Adam, I., Taale, F., & Adongo, C. A. (2020). Measuring negative tourist-to-tourist interaction: scale development and validation. Journal of Travel & Tourism Marketing, 37(3), 287–301. https://doi.org/10.1080/10548408.2020.1745731
  5. Allport, G. W. (1954). The nature of prejudice (1st. ed.). Addison-Wesley.
  6. Ap, J., & Wong, K. K. F. (2001). Case study on tour guiding: professionalism, issues and problems. Tourism Management, 22(5), 551–563. https://doi.org/10.1016/S0261-5177(01)00013-9
  7. Aronson, E. (2008). The social animal (1st. ed.). Worth Publishers.
  8. Berelson, B. (1952). Content analysis in communication Research (1st. ed.). Free Press.
  9. Bimonte, S., & Punzo, L. F. (2007). The evolutionary game between tourist and resident populations and tourist carrying capacity. International Journal of Technology and Globalization, 3(1), 73–87. https://doi.org/10.1504/IJTG.2007.012361
  10. Blumer, H. (1986). Symbolic interactionism: perspective and method. University of California Press.
  11. Braun, V., & Clarke, V. (2013). Successful qualitative research: a practical guide for beginners (1st. ed.). Sage.
  12. Brown, P., & Levinson, S. C. (1987). Politeness: some universals in language usage. Cambridge University Press.
  13. Cheng, T. M., Chen, M. T., & Wu, C. H. (2021). Tour conductor playfulness: aonceptualizing and scale development. Journal of Travel Research, 60(1), 197–207. https://doi.org/10.1177/0047287519888284
  14. Cheng, T. M., Hong, C. Y., & Liu, Y. C. (2024). Follow me for fun: a cross-level perspective on constructing a model of tour leader playfulness and tour member delight. Tourism Management Perspectives, 54, 101312. https://doi.org/10.1016/j.tmp.2024.101312
  15. Choo, H., & Petrick, J. F. (2014). Social interactions and intentions to revisit for agritourism service encounters. Tourism Management, 40, 372–381. https://doi.org/10.1016/j.tourman.2013.07.011
  16. Cohen, E. (1985). The tourist guide: the origins, structure and dynamics of a role. Annals of Tourism Research, 12(1), 5–29. https://doi.org/10.1016/0160-7383(85)90037-4
  17. Dahles, H. (2002). The politics of tour guiding: image management in Indonesia. Annals of Tourism Research, 29(3), 783–800. https://doi.org/10.1016/S0160-7383(01)00083-4
  18. DeWalt, K. M., & DeWalt, B. R. (2011). Participant observation: a guide for fieldworkers (2nd ed.). AltaMira Press.
  19. Ellis, D. G., & Fisher, B. A. (1994). Small group decision making: communication and the group process (4th ed.). McGraw-Hill.
  20. Erlandson, D. A., Harris, E. L., Skipper, B. L., & Allen, S. D. (1993). Doing naturalistic inquiry: a guide to methods (1st. ed.). Sage Publications.
  21. Fan, D. X. F., Zhang, H. Q., Jenkins, C. L., & Lin, P. M. C. (2017). Does tourist-host social contact reduce perceived cultural distance? Journal of Travel Research, 56(8), 998–1010.https://doi.org/10.1177/0047287517696979
  22. Fan, D. X. F., Zhang, H. Q., Jenkins, C. L., & Tavitiyaman, P. (2017). Tourist typology in social contact: an addition to existing theories. Tourism Management, 60, 357–366.https://doi.org/10.1016/j.tourman.2016.12.021
  23. Fatima, J. K. (2025). Does it matter to have rapport and social interaction on a group tour? Journal of Vacation Marketing, 31(3), 549–561. https://doi.org/10.1177/13567667231219024
  24. Fehrest, F., Panchal, J., Pabel, A., & Murphy, L. (2025). The funny side of tourism: axploring children's engagement with humour‐driven interpretation. International Journal of Tourism Research, 27(4), e70072. https://doi.org/10.1002/jtr.70072
  25. Fleiss, J. L. (1971). Measuring nominal scale agreement among many raters. Psychological Bulletin, 76(5), 378–382.
  26. Fleiss, J. L., Levin, B., & Paik, M. C. (2013). Statistical methods for rates and proportions (2nd ed.). John Wiley and Sons Inc.
  27. Gibbs, G. (2009). Analysing qualitative data (1st ed.). Sage Publications, Inc.
  28. Goffman, E. (1959). The presentation of self in everyday life (1st. ed.). Doubleday.
  29. Gold, R. L. (1958). Roles in sociological field observations. Social Forces, 36(3), 217–223. https://doi.org/10.2307/2573808
  30. Goolaup, S., Nunkoo, R., & Cho, M. (2025). Food tourists social interactions: a social capital and social learning perspective. Tourism Management, 108, 105128. https://doi.org/10.1016/j.tourman.2024.105128
  31. Guba, E. G. (1981). Criteria for assessing the trustworthiness of naturalistic inquiries. Educational Communication and Technology Journal, 29(2), 75-91. https://doi.org/10.1007/BF02766777
  32. Günbayı, İ. (2019, 30 Kasım). Nitel araştırmada veri analizi: tema analizi, betimsel analiz, içerik analizi ve analitik genelleme. Nirvana sosyal bilimler bilimsel makaleler. https://www.nirvanasosyal.com/h-392-nitel-arastirmada-veri-analizi-tema-analizi-betimsel-analiz-icerik-analizi-ve-analitik genelleme.html
  33. Güler, O., & Çakıcı, A. C. (2020). How a group service failure at a restaurant turns into an individual dissatisfaction? A scenario-based experiment. Journal of Multidisciplinary Academic Tourism, 5(2), 125–141. https://doi.org/10.31822/jomat.802758
  34. Han, X., Praet, C. L. C., & Wang, L. (2021). Tourist–tourist social interaction in the co-creation and co-destruction of tourism experiences among Chinese outbound tourists. Tourism Planning & Development, 18(2), 189–209. https://doi.org/10.1080/21568316.2021.1873833
  35. Holloway, J. C. (1981). The guided tour: a sociological approach. Annals of Tourism Research, 8(3), 377–402. https://doi.org/10.1016/0160-7383(81)90005-0
  36. Hochschild, A. R. (1983). The managed heart: commercialization of human feeling (1st. ed.). University of California Press.
  37. Hu, C., Hu, X., & Liu, H. (2024). Making friends with tourists before the group tour: a study of guide‐tourist pre‐tour interactions based on the social situation framework. International Journal of Tourism Research, 26(4), e2704. https://doi.org/10.1002/jtr.2704
  38. Janesick, V. J. (2014). Oral history interviewing: issues and possibilities. In P. Leavy (Ed.), The Oxford Handbook of Qualitative Research (pp. 300–314). Oxford University Press.
  39. Jones, E. E., & Pittman, T. S. (1982). Toward a general theory of strategic self-presentation. In J. Suls (Ed.), Psychological Perspectives on the Self (pp. 231–262). Erlbaum.
  40. Kawulich, B. (2012). Collecting data through observation. In C. Wagner, B. Kawulich and M. Garner (Ed.), Doing social research: A global context (pp. 150–160). McGraw Hill.
  41. Kawulich, B. B. (2005). Participant observation as a data collection method. Forum Qualitative Sozialforschung Forum: Qualitative Social Research, 6(2), 1-28. https://doi.org/10.17169/fqs-6.2.466
  42. Keskin Pulluk, S., & Sop, S. A. (2024). Rehberli turlarda rehber-turist etkileşimi: bir katılımcı gözlem araştırması. Anatolia: Turizm Araştırmaları Dergisi, 35(1), 42–59. https://doi.org/10.17123/atad.1430221
  43. Krippendorff, K. (1980). Content analysis: An introduction to its methodology (1st. ed.). Sage.
  44. Kurasaki, K. (2000). Intercoder reliability for validating conclusions drawn from open-ended interview data. Field Methods, 12(3), 179–194. https://doi.org/10.1177/1525822X0001200301
  45. Landis, J. R., & Koch, G. G. (1977). The measurement of observer agreement for categorical data. Biometrics, 33(1), 159–174. https://doi.org/10.2307/2529310
  46. Leary, M. R., & Kowalski, R. M. (1990). Impression management: a literature review and two-component model. Psychological Bulletin, 107(1), 34–47. https://doi.org/10.1037/0033-2909.107.1.34
  47. Liden, R. C., & Mitchell, T. R. (1988). Ingratiatory behaviors in organizational settings. Academy of Management Review, 13(4), 572–587. https://doi.org/10.5465/amr.1988.4307430
  48. Lin, H., Zhang, M., Gursoy, D., & Fu, X. (2019). Impact of tourist-to-tourist interaction on tourism experience: the mediating role of cohesion and intimacy. Annals of Tourism Research, 76, 153–167. https://doi.org/10.1016/j.annals.2019.03.009
  49. Lincoln, Y., & Guba, E. (1985). Naturalistic inquiry: establishing trustworthiness (1st. ed.). Sage.
  50. Lombard, M., Snyder‐Duch, J., & Bracken, C. C. (2002). Content analysis in mass communication: assessment and reporting of intercoder reliability. Human Communication Research, 28(4), 587-604. https://doi.org/10.1111/j.1468-2958.2002.tb00826.x
  51. Lugosi, P., & Bray, J. (2008). Tour guiding, organisational culture and learning: lessons from an entrepreneurial company. International Journal of Tourism Research, 10(5), 467–479. https://doi.org/10.1002/jtr.681
  52. McHugh, M. L. (2012). Interrater reliability: the kappa statistic. Biochemia Medica, 22(3), 276–282. https://hrcak.srce.hr/89395
  53. MacCannell, D. (1976). The tourist: A new theory of the leisure class (1st. ed.). Schocken Books. Mead, G. H. (1934). Mind, self, and society: from the standpoint of a social behaviorist. (1st. ed.). University of Chicago Press.
  54. Matteson, S. M. (2021). Chex MixTM data analysis activity. College Teaching, 69(3), 121–125. https://doi.org/10.1080/87567555.2020.1843389
  55. Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: an expanded sourcebook (1st. ed.). Sage.
  56. Moufakkir, O., & Reisinger, Y. (2016). Chinese restaurant employees’ perceptions of their nationals abroad: a comparative study. International Journal of Culture, Tourism and Hospitality Research, 10(2), 205–222. https://doi.org/10.1108/IJCTHR-05-2015-0031
  57. Napolitano, E., Atzeni, M., Kim, A., & Chiappa, G. D. (2022). Diverse socializing patterns in wine tourist experiences: a segmentation-based analysis of visitors to the wineries in South Australia. International Journal of Tourism Research, 24(6), 839–853. https://doi.org/10.1002/jtr.2549
  58. Neuendorf, K. A. (2017). The content analysis guidebook (2nd ed.). Sage.
  59. Urry, J. (1992). The tourist gaze “revisited”. American Behavioral Scientist, 36(2), 172–186. https://doi.org/10.1177/0002764292036002005
  60. Paker, N., & Gök, O. (2021). The influence of perceived risks on yacht voyagers’ service appraisals: evaluating customer-to-customer interaction as a risk dimension. Journal of Travel & Tourism Marketing, 38(6), 582–596. https://doi.org/10.1080/10548408.2021.1969316
  61. Pine, J., & Gilmore, J. H. (1999). The experience economy. Harvard Business School Press. Pond, K. (1993). The professional guide: dynamics of tour guiding (1st. ed.). Van Nostrand Reinhold.
  62. Reisinger, Y. (1994). Tourist-host contact as a part of cultural tourism. World Leisure & Recreation, 36(2), 24–28. https://doi.org/10.1080/10261133.1994.9673910
  63. Reisinger, Y., & Turner, L. W. (2003). Cross-cultural behavior in tourism: concepts and analysis. Butterworth-Heinemann.
  64. Ryan, G. W. (1999). Measuring the typicality of text: using multiple coders for more than just reliability and validity checks. Human Organization, 58(3), 313–322. https://doi.org/10.17730/humo.58.3.g224147522545rln
  65. Sandelowski, M. (1986). The problem of rigor in qualitative research. Advances in Nursing Research, 8(3), 27-37. https://doi.org/10.1097/00012272-198604000-00005
  66. Seaton, A. V. (2002). Observing conducted tours: the ethnographic context in tourist research. Journal of Vacation Marketing, 8(4), 309–319. https://doi.org/10.1177/135676670200800402
  67. Sengoz, A., Dogru, T., Mody, M., & Isik, C. (2025). Guiding the path to sustainable tourism development: investigating the role of tour guides within a social exchange theory paradigm. Tourism Management, 110, 105162. https://doi.org/10.1016/j.tourman.2025.105162
  68. Smith, B., & Onwuegbuzie, A. J. (2018). Observations in qualitative inquiry: when what you see is not what you see. International Journal of Qualitative Methods, 17(1), 1609406918816766. https://doi.org/10.1177/1609406918816766
  69. Tabaeeian, R. A., Yazdi, A., Mokhtari, N., & Khoshfetrat, A. (2023). Host–tourist interaction, revisit intention and memorable tourism experience through relationship quality and perceived service quality in ecotourism. Journal of Ecotourism, 22(3), 406–429. https://doi.org/10.1080/14724049.2022.2046759
  70. Türk Dil Kurumu Sözlüğü (2025). Etkileşim. https://sozluk.gov.tr/?ara=Etkile%C5%9Fim
  71. Torres, E. N. (2016). Guest interactions and the formation of memorable experiences: an ethnography. International Journal of Contemporary Hospitality Management, 28(10), 2132–2155. https://doi.org/10.1108/IJCHM-02-2015-0065
  72. Weber, R. P. (1990). Basic content analysis (2nd ed.). Sage.
  73. Weiler, B., & Walker, K. (2014). Enhancing the visitor experience: reconceptualising the tour guide's communicative role. Journal of Hospitality and Tourism Management, 21, 90–99. https://doi.org/10.1016/j.jhtm.2014.08.001
  74. Weiler, B., & Yu, X. (2007). Dimensions of cultural mediation in guiding Chinese tour groups: implications for interpretation. Tourism Recreation Research, 32(3), 13–22. https://doi.org/10.1080/02508281.2007.11081535
  75. Wong, J. Y., & Wang, C. H. (2009). Emotional labor of the tour leaders: an exploratory study. Tourism Management, 30(2), 249–259. https://doi.org/10.1016/j.tourman.2008.06.005
  76. Yan, L., & Ho, H. K. (2017). Impression management of tour leaders. Asia Pacific Journal of Tourism Research, 22(4), 422–435. https://doi.org/10.1080/10941665.2016.1276086
  77. Yıldırım, A., & Şimşek, H. (2021). Sosyal bilimlerde nitel araştırma yöntemleri (12. baskı). Seçkin Yayıncılık.
  78. Zatori, A., Smith, M. K., & Puczko, L. (2018). Experience involvement, memorability, and authenticity: the service provider’s effect on tourist experience. Tourism Management, 67, 111–126. https://doi.org/10.1016/j.tourman.2017.12.013
  79. Zhu, D., & Xu, H. (2021). Guides’ handling of multiple roles in interactions with tourists: the prism of impression management. Tourism Management, 85, 104306. https://doi.org/10.1016/j.tourman.2021.104306