EVALUATION THE IMPACT OF COMMON RECOVERY PRACTICE USED BY OVERSOLD HOTELS ON SATISFACTION AND RETURN INTENTION OF DOMESTIC TOURISTS IN TERMS OF SOME VARIABLES

The main purpose of this study is to determine satisfaction and return intention of domestic tourists who were transferred to the other hotels with similar quality to overselling hotels as a common recovery practice and examine these effects if they change according to sex, age and holiday experience of the tourists. The data of the study was collected through a scenario-based questionnaire in the period of May-June, 2014 in Mersin-Anamur. The questionnaire is conducted to participants who have holiday experience in a 4 or 5 stars hotel by using snowball and convenience sampling methods. As a result of the study, it was understood that the relevant recovery effort had a very negative impact on satisfaction and return intention of domestic tourists in Turkey. Additionally, less experienced and younger participants were found to react in a statistically more positive manner. Therefore, the hotels' managers who have guests mostly from the Turkish market should be more careful about overbooking practice. If such Situations of transfers are inevitable, hotels should first of choose the youngest guests who have the least holiday experience.