نشریه مطالعات اجتماعی گردشگری
سال سوم شماره 1 (بهار و تابستان 1394)

In today’s business world, psychologists believe that the staffs need to behave far better in order to fulfill their organizational duties. According to numerous customer-staff face to face interaction and the nature of services, this concept becomes more important in services’ sectors environment. Organizational Citizenship Behavior (OCB), is one of the skills which can help the staffs in this way. In addition, Emotional intelligence is another factor that can play an important role in staffs’ successful performance as those with high emotional intelligence can interact better and have the ability of controlling others emotions. Accordingly the current research is to study the dimensions of Organizational Citizenship Behavior and the effect of Emotional Intelligence’s factors on hotel staffs. The descriptive-correlation research method was considered with the population of 500 participants (Arya Hotels Group) for this survey. The sample size of 112 was chosen by Stratified sampling method. Data analysis was done by using descriptive and inferential statistics (Pearson correlation, one-way analysis of variance (ANOVA) and independent two-sample t- test).Results show that there is a meaningful and positive relationship between the components of Emotional intelligence and Organizational Citizenship Behavior of the hotel staffs but there is no meaningful relationship between staffs’ opinions with regard to their duration of employment, gender and academic degree.

As the traditional views of management is unable to meet the various needs of urban residents and requires newer models of management, pilgrimage management is also demanding new strategic approaches. Organization of pilgrimage in Mashhad needs comprehensive recognition of management issues. This article attempts to describe and analyze the status of pilgrimage management by qualitative and quantitative methods with the aim of recognizing the strategic pilgrimage management status quo and offering the suitable strategies in socio-cultural issues. In order to collect the required information, various methods such as documents, internet resources, interviews and questionnaires have been used. In this research 13 main organizations in Mashhad have been consulted to collect the data. 28 experts and authorities from these organizations are interviewed and the results of published interviews in different newspaper are also used. The results show that pilgrimage management in Mashhad is not in a good condition. In terms of internal factors (Strengths and weaknesses), it faces weaknesses and as for the external factors (Opportunities and Threats), it has not shown appropriate responses. It means that it doesn’t benefit from the opportunities and have shown little reaction to threats.

Tourism development is one of the strategies that can be considered for rural development. One of the characteristics of tourism is its scattered nature. Based on that much attention is brought to the network cooperation in tourism during recent years. In many countries’ economy, networks are more important than other areas in tourism. Accordingly considering the approach of analyzing the social networks and their applications are quiet important in tourism development. Analyzing the social networks, scientific methodology and statistical techniques are to describe, analyze and evaluate the empirical relationship between subjects and structure of the study. These subjects can be different people, objects, groups, ideas, carriers, questions, agents, domains, clusters and classes. This analysis has the capability of displaying the outer reality (which is a network) in a regular and intensive review descriptions and provides storage, replication, composition and integration, retrieval and display of information. In this study, by reviewing the existing literature, theoretical and methodological dimensions of the network, the background of social network analysis on a variety of topics, their rise, application and benefits in rural tourism are brought and discussed. The results proved that due to the scattered nature of destinations in rural tourism and their related businesses, a network approach can be considered as a method to develop these types of tourism activities.

One of the main branch of cultural tourism is heritage tourism. Traditional architecture is an important destination of such tourism. Benefiting from its historic architectures such as Mirbozorg complex, historic city of Amol in Mazandaran, which was the capital of Tabaristan in Sassanid Empire, has got great potential to develop cultural heritage tourism and to improve itsregional economy. The research has got aim applied and descriptive-analyticresearch method which will evaluate Mirbozorg complex (in Amol) function based on Four Must analysis approach. The base of evaluation in this model consists of 4 criteria; observation, impressionability, learning and deduction. Filed research (questionnaire), information and document studies wereconsidered as data collection methods for this survey. Collected data were studied by descriptive-analytic method and Delphi technique, ANOVA and Liner Regression The quality of performance for Four Must approach was evaluated by using the Delphi technique, one-way ANOVA and linear regression tests. The research outcomes show that efficacy value of every criterion of Four Must were different from each other and observation had the best function between all four criteria.

Regarding the importance of social impacts on tourism planning development and people’s social life, this research is to explore the impact of ecotourism on social relations and communication patterns of local habitant of Tabl village. Also the ecotourism tour guides who were in direct contact with the Eco-tourists were chosen as the target group. Data collection was done by the help of questionnaires and the result has been analyzed by using Network Analysis method, UCINET, Visone and Netdraw software, Betweenness Centrality, Eigenvector Centrality and Cut points. Analyzing the results of inter personal relationship network, revealed that familial ties was the main reason and afterward friends and trustworthy local individuals are other reasons of communication between people. The negative point about relationship network in Tabl village was that only one individual selected his colleagues as reliable person to consult with and the rest didn’t choose any of the colleagues. Finally, informing and educating the individuals who were selected as the cut points and have the higher centralities in the network were suggested in order to develop their relations and to change the existed network in to a united and integrated one.

This study will analyze the impact of services’ characteristics on staffs and customers. The research has got aim applied and correlational descriptive research method. The studied target groups were Isfahan’s Parsian Hotels Staffs. 132 questionnaires has been distributed between the staffs and Cronbach alpha coefficients was considered for the reliability of the research. Furthermore the structural equation and t-test was used in order to analyze the data. Data analysis shows that there is a significant relation between services’ features and staffs’ and customers’ satisfaction. Also there is a direct relation between the physical features of services and staffs’ satisfaction . Furthermore it was proved that customers’ satisfaction will affect their loyalty directly and there exists a direct relation between staffs’ satisfaction and their organizational commitment. This study is focused on a limited number of variables and other affecting variables on staffs and customers are not considered. In addition, this research was conducted between a selected statistical population which will limit the generalization ability of the findings. Results of this research could be worthy and functional for researchers , students and specially for the managers who are working in hotel industry. Although many studies have been conducted based on the similar variables (that is used in this research), only few of them have provided such a comprehensive model in hotel industry.

Feeling of security, as a subjective dimension of security, is playing an important role in tourism development, both quantitative and qualitative, for pilgrimage destinations. Mashhad as one of the largest religious cities in Iran and as a city where the holy shrine of the 8th imam of Shia - Imam Reza- is located in it, attracts millions of pilgrims every year. In order to have permanent presence of pilgrims in entertainment venues and historic sites, such as Khajeh-Rabi tomb and etc…, for leisure, acceptable level of security is needed. This research is to measure the feeling of security in Mashhad pilgrims’ points of views based on three dimensions of security; physical safety, financial and morality. 400 questionnaires were distributed between the pilgrims who have entered the holy shrine from the four main gates. Results showed that pilgrims have the most feeling of security in historic sites in terms of physical security, safety and moral harassment. Overall physical safety was more considered between other dimensions. In Mashhad, feeling of security was a little more than average (between the ranges of 1-3) in leisure destinations between other dimensions.