Muhammet Kesgin
Associate Professor
Department of International Hospitality and Service Innovation
Saunders College of Business
585-475-5238
Office Hours
Monday/Wednesday 1:00pm-3:00pm
Office Location
Office Mailing Address
LOW 2077 105 Lomb Memorial Dr Rochester, NY
Muhammet Kesgin
Associate Professor
Department of International Hospitality and Service Innovation
Saunders College of Business
Education
BSc, MSc, Akdeniz University (Turkey); Ph.D., Coventry University (United Kingdom)
Bio
Dr. Muhammet Kesgin is an Associate Professor of Hospitality and Tourism Management in the Saunders College Business at Rochester Institute of Technology (RIT). His recent teaching includes customer experience management, event and project management, food and beverage business management and world of hospitality. His research interests focus on consumer behavior and wellbeing in the fields of hospitality, tourism, and events. His research agenda is driven with an emphasis on how customer experience design and engagement can enhance wellbeing of individuals and the community. He has published in leading international journals, and he serves as an editorial board member and reviewer in these journals. Kesgin holds bachelor’s and master’s degrees from Akdeniz University, Türkiye, and a Doctorate degree from Coventry University (UK). He has hospitality industry experience in four countries (Türkiye, Germany, France, and the United States). Kesgin joined RIT in 2013 after his higher education teaching experiences in Türkiye and United Kingdom.
585-475-5238
Select Scholarship
Invited Article/Publication
Kesgin, M., Can, A., Ding, L., Legg, M., & Schuler, D. (2024). Legacy matters: Encouraging willingness to pay a premium for environmentally friendly off-premises food packaging. <em>International Journal of Hospitality Management,</em> . .
Kesgin, M., Onal, I., Kazkondu, I., & Uysal, M. (2022). Gastro-tourism well-being: the interplays of salient and enduring determinants. <em>International Journal of Contemporary Hospitality Management</em> 34. 3253-3277.
Kesgin, M., Can, A., Gursoy, D., Ekinci, Y., & Aldawodi, K. (2022). Effects of religiosity and travel desire on COVID-19 vaccination intentions. <em>Current Issues in Tourism</em> 25. 3888-3904.
Yousaf, A., Mishra, A., Taheri, B., & Kesgin, M. (2021). A cross-country analysis of the determinants of customer recommendation intentions for over-the-top (OTT) platforms. <em>Information &; Management</em> 58. 103543.
Kesgin, M., Murthy, R., & Lagiewski, R. (2021). Profiling food festivals by type, name and descriptive content: a population level study. <em>British Food Journal</em> 124. 530-549.
Kesgin, M., Taheri, B., Murthy, R., Decker, J., & Gannon, M. (2021). Making Memories: A Consumer-Based Model of Authenticity Applied to Living History Sites. <em>International Journal of Contemporary Hospitality Management</em> 33. 3610-3635.
Taheri, B., Gannon, M., & Kesgin, M. (2020). Visitors' perceived trust in sincere, authentic, and memorable heritage experiences. <em>Service Industries Journal</em> 40. 705-725.
Kesgin, M., Hsieh, J., & Alqusayer, A. (2020). What motivates and satisfies lodging employees in Riyadh, Saudi Arabia?. <em>Journal of Human Resources in Hospitality &; Tourism</em> 19. 388-415.
Kesgin, M., & Murthy, R. (2019). Consumer engagement: the role of social currency in online reviews. <em>Service Industries Journal</em> 39. 609-636.
Kesgin, M., Murthy, R., & Pohland, L. (2019). Residents as destination advocates: the role of attraction familiarity on destination image. <em>Journal of Hospitality and Tourism Insights</em> 2. 55-74.
Dobie, S., Schneider, J., Kesgin, M., & Lagiewski, R. (2018). Hotels as Critical Hubs for Destination Disaster Resilience: An Analysis of Hotel Corporations' CSR Activities Supporting Disaster Relief and Resilience. <em>Infrastructures</em> 3. 46-65.
Pohland, L., & Kesgin, M. (2018). Pricing determinants in hotels: The case of luxury, upscale, and mid-scale price segments. <em>Journal of Revenue and Pricing Management</em> 17. 218&;#8211;230.
Lagiewski, R., & Kesgin, M. (2017). Designing and implementing digital visitor experiences in New York State: The case of the Finger Lakes Interactive Play (FLIP) project. <em>Journal of Destination Marketing &; Management</em> 6. 118-126.
&#xc7;evirgen, A., & Kesgin, M. (2007). Local authorities' and NGOs' perceptions of tourism development and urbanization in Alanya. <em>Tourism : An International Interdisciplinary Journal</em> 55. 309-322.
Full Length Book
(2024). Conflict and Hostility in Hotels, Restaurants, and Bars. Ding, L., González, A., & Kesgin, M.
(2023). Ebsco Research Pathways. Kesgin, M.,
(2023). Handbook of Tourism and Quality-of-Life Research II: Enhancing the Lives of Tourists and Residents of Host Communities. Kesgin, M.,
(2016). Enhancing Customer Experience in the Service Industry: A Global Perspective. Kesgin, M., & Çevirgen, A.
(2016). Tourist Behaviour: An International Perspective. Kesgin, M.,
(2016). Travel & Tourism for the Curious High School & College Students: Why Study Travel & Tourism Management?. Kesgin, M., & Whitlock, C.
(2012). Contemporary Tourist Experience: Concepts and Consequences. Kesgin, M., Bakir, A., & Wickens, E.
(2008). Proceedings Book of the International Tourism Conference 2008 "Cultural and Event Tourism: Issues & Debates. Aktas, A., Wickens, E., Kesgin, M., Cemgiz, E., & Yenialp, E.
(2006). Proceeding Book of the Turk-Kazakh International Tourism Conference 2006 : 20-26 November 2006, Alanya, Turkey : new perspectives and values in world tourism & tourism management in the future. Aktas, A., Kesgin, M., Cengiz, E., & Yenialp, E.
Book Chapter
(2024). The effect of employer branding on job seeking intention: Insights from hospitality students. Conflict and Hostility in Hotels, Restaurants, and Bars. Ding, L., González, A., & Kesgin, M.
(2023). Experience design in the visitor industry: the interplay of engagement and memorability. Ebsco Research Pathways. Kesgin, M.,
(2023). Experiencing wellbeing and life satisfaction through gastronomy tourism. Handbook of Tourism and Quality-of-Life Research II: Enhancing the Lives of Tourists and Residents of Host Communities. Kesgin, M.,
(2016). Perceptual or Epistemic Curiosity: Cultural Motivations and Experiences of Visitors to Alanya Castle. Enhancing Customer Experience in the Service Industry: A Global Perspective. 224-253. Kesgin, M., & Çevirgen, A.
(2016). Effects of Personal and Trip Characteristics on Holiday Choice. Tourist Behaviour: An International Perspective. 84-96. Kesgin, M.,
(2016). Travel and Tourism Education: Choosing an Innovative, Creative, and Successful Career in a Global Society. Travel & Tourism for the Curious High School & College Students: Why Study Travel & Tourism Management?. Kesgin, M., & Whitlock, C.
(2012). Being away or being there? British tourists' motivations holidaying in Alanya, Turkey. Contemporary Tourist Experience: Concepts and Consequences. 113-129. Kesgin, M., Bakir, A., & Wickens, E.
(2008). . Proceedings Book of the International Tourism Conference 2008 "Cultural and Event Tourism: Issues & Debates. Aktas, A., Wickens, E., Kesgin, M., Cemgiz, E., & Yenialp, E.
(2006). . Proceeding Book of the Turk-Kazakh International Tourism Conference 2006 : 20-26 November 2006, Alanya, Turkey : new perspectives and values in world tourism & tourism management in the future. Introduction and Editorial.. Aktas, A., Kesgin, M., Cengiz, E., & Yenialp, E.
Invited Keynote/Presentation
Hsieh, J., & Kesgin, M. (2024). Enhancing Inclusive Hospitality: An Investigation into Autism-Certified Hotels and Guest Experiences.. 11th Advances in Hospitality and Tourism Marketing and Management, July 15-19, 2024.
Kesgin, M., (2024). Enhancing environmentally friendly food packaging choices. Strategy, Marketing and Innovation Subject Group at the Faculty of Business and Law Seminars, University of Portsmouth April, 24, 2024..
Kesgin, M., Liu, P., Guo, Y., & Park, J. (2024). Exploring the Impact of Message Framing on Consumer Engagement with Hotel Voluntary Carbon Offsetting Programs. 2024 ICHRIE Global Conference.
Kesgin, M., (2024). Use of Software for Literature Reviews, Mixed Analysis and Advanced Visualization. The 5th Conference on Managing Tourism Across Continents &#8211; Tourism for a better World (MTCON'24) May 1-4, 2024.
Kesgin, M., (2024). Designing Memorable Experiences: The Interplay of Engagement in Physical and Digital Settings.. 1st International Western Black Sea Communication Research Symposium April 24-26, 2024.
Kesgin, M., Hsieh, J., Albushi, A., Taheri, B., & Gannon, M. (2023). The Impact of Values and Social Interaction on Tourists' Souvenir Gift-Giving Intention. The 4th Conference on Managing Tourism Across Continents &#8211; Tourism for a better World (MTCON'23) March 15-18, 2023.
Kesgin, M., (2022). Current Issues in Family Tourism Market. The 4th Conference on Managing Tourism Across Continents &#8211; Tourism for a better World (MTCON'22).
Ding, L., Legg, M., Kesgin, M., & Dincer, H. (2022). Consumer adoption of green and digital transitions in off-premises food service restaurant. EuroCHRIE Conference.
Kesgin, M., Legg, M., Ding, L., & Dincer, H. (2022). Consumer adoption of green and digital transitions in off-premises food service restaurant. ICHRIE Summer Conference.
Legg, M., Kesgin, M., Ding, L., & Dincer, H. (2022). Consumer adoption of green and digital transitions in off-premises food service restaurant. APacCHRIE Conference.
Ozgurel, G., Kesgin, M., & Avcikurt, C. (2022). Brand personality of Balikesir province as a destination: Analysis of Wikipedia contents. The 3rd Conference on Managing Tourism Across Continents &#8211; Tourism for a better World (MTCON'22).
Kesgin, M., (2021). Family Vacations: Effective Customer Journey Design. 3rd International Family, Youth and Child Friendly Tourism Management Congress.
Kesgin, M., (2020). Academic Mentorship and Academic Writing. Bulent Ecevit University in Zonguldak Turkey.
KESGIN, M., (2020). Ecotourism Development in the Western Black Sea Region Turkey. Ecotourism and Sustainability by The International Ecotourism Society (TIES).
Murthy, R., & Kesgin, M. (2019). An Affordances Approach to Social Media Engagement. 2019 Annual Conference The International Hospitality Information Technology Association (iHITA) June 17, 2019.
Kesgin, M., Decker, J., & Wehle, B. (2019). The RIT-Genesee Country Village & Museum Partnership. meRIT Webinar.
Zerban, A., Hsieh, J., & Kesgin, M. (2019). Impact of Perceived Leadership Styles on Hotel Employees' Job Engagement. 2019 ICHRIE Global Conference.
Murthy, R., & Kesgin, M. (2018). Online consumer engagement: The role of social currency in reviews. Society for Marketing Advances.
Dobie, S., Schneider, J., Kesgin, M., & Lagiewski, R. (2018). Critical Hospitality: Metrics as a Path to Resort Resilience. International Symposium on Sustainable Systems and Technology June 25-28, 2018.
Zarban, A., Hsieh, J., & Kesgin, M. (2018). Impact of Perceived Leadership Styles on Hotel Employee Job Engagement.. 23rd Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism.
Kesgin, M., & Pohland, L. (2018). Do Tourists Change Their International Travel Plans in Times of Terror?. 2018 TTRA Annual International Conference June 26-28, 2018.
Kesgin, M., Hsieh, J., & Alqusayer, A. (2018). What Drives Migrant Employee's Job Engagement? A Case of Hotel Employees in Riyadh, Saudi Arabia.. 2018 ICHRIE Global Conference July 25-27, 2018.
Pohland, L., Kesgin, M., & Lagiewski, R. (2018). Safety and Security Concerns of Tourists: Aftermath of Terrorist Attacks in Turkey. 23rd Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism.
Khaled, A., Hancer, M., & Kesgin, M. (2017). Guest Waiting Experience at Hotels: Evidence from Saudia Arabia. 21st Graduate Education and Graduate Student Research Conference in Hospitality and Tourism.
Kesgin, M., & Pohland, L. (2017). Student Engagement" Developing Future Finance and Technology Leaders.. HFTP 65th Annual Convention. Hospitality Financial and Technology Professionals.
Pohland, L., & Kesgin, M. (2017). Value-Based Pricing Analysis in the Hotel Market. 22nd Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism.
Kesgin, M., & Pohland, L. (2017). Terrorism risk perceptions and international travel intentions. RIT 2017 Honors Research and Creativity Symposium.
Kesgin, M., (2016). A Nice Place to Live is a Nice Place to Visit: Marketing to Destination Ambassadors.. Oral presentation at the Visitor Industry Council (Visit Rochester) Meeting, June 21, 2016.
Alqusayer, A., Kesgin, M., & Hsieh, J. (2016). An Analysis of Job Satisfaction and Motivational Factors among Hotel Employees in Riyadh, The Kingdom of Saudi Arabia. 21st Graduate Education and Graduate Student Research Conference in Hospitality and Tourism.
Aljahdali, M., & Kesgin, M. (2016). Online Reviews and Visitor Attractions: The Case of George Eastman Museum.. 21st Graduate Education and Graduate Student Research Conference in Hospitality and Tourism.
Kesgin, M., (2014). Comparing effects of demographic and trip characteristics on holiday choice: Evidence from Alanya, Turkey. 3rd Interdisciplinary Tourism Research Conference 3-7 June 2014, Istanbul, Turkey.
Kesgin, M., (2013). Do they all seek 'fun in the sun'? An analysis of British tourists' holiday activities visiting Alanya, Turkey.. 2nd World Research Summit for Tourism and Hospitality: Crossing the Bridge.
Kesgin, M., & Cevirgen, A. (2013). Perceptual and epistemic curiosity: Tourists' cultural motivations and experiences visiting a coastal resort area. 6th International Conference on Services Management, June 23-25, 2013, The Acapulco Holiday Resort, Cyprus.
Kesgin, M., (2013). Critical incidents and memorable impressions: Holidaymakers' evaluative images of a sunshine holiday destination. 6th International Conference on Services Management, June 23-25, 2013, The Acapulco Holiday Resort, Cyprus.
Kesgin, M., (2011). British Tourists' Holiday Experiences in Alanya, Turkey: A Mixed Methods Research. The Academy of Marketing Conference 2011: Marketing Field Forever, Academy of Marketing, Liverpool, UK..
Kesgin, M., Cevirgen, A., & Kaya, I. (2008). The Effects of Service Quality Perceptions on Visitor Satisfaction: An Empirical Study in Alanya Castle. International Tourism Conference 2008 "Cultural and Event Tourism: Issues & Debates Novermber 5-9, 2008, Alanya, Antalya, Turkey.
Ehtiyar, R., & Kesgin, M. (2006). Outsourcing Tendencies in Five Star Hotels: A Comparative Study of Management Perceptions of Antalya & Canary Island. Turk-Kazakh International Tourism Conference November 20-26, 2006, Alanya, Antalya, Turkey..
Published Conference Proceedings
Kesgin, M., (2024). Designing Memorable Experiences: The Interplay of Engagement in Physical and Digital Settings.. 1st International Western Black Sea Communication Research Symposium April 24-26, 2024.
Uzumcu, T., Kesgin, M., & Schneider, J. (2024). Analysis of Resilience Research in the Field of Tourism. The 10th International Conference on Hospitality and Tourism Management July 25-26, 2024.
Hsieh, J., Kesgin, M., & Dönmez-Kesgin, D. (2024). Hospitality Students' Occupational Embeddedness and Career Commitment. APacCHRIE 2024.
Hsieh, J., & Kesgin, M. (2024). Enhancing Inclusive Hospitality: An Investigation into Autism-Certified Hotels and Guest Experiences.. 11th Advances in Hospitality and Tourism Marketing and Management, July 15-19, 2024.
Uzumcu, T., Kesgin, M., & Schneider, J. (2023). An Analysis of Resilience Definitions for Tourism Domain. The 4th Conference on Managing Tourism Across Continents &#8211; Tourism for a better World (MTCON'23) March 15-18, 2023.
Lagiewski, R., Kesgin, M., & Perotti, V. (2023). Shared empathy: customer service experiences during periods of crisis and disasters. 2023 ICHRIE Global Conference.
Kesgin, M., Hsieh, J., Albalushi, A., Taheri, B., & Gannon, M. (2023). The Impact of Values and Social Interaction on Tourists' Souvenir Gift-Giving Intention. The 4th Conference on Managing Tourism Across Continents &#8211; Tourism for a better World (MTCON'23) March 15-18, 2023.
Ozgurel, G., Kesgin, M., & Avcikurt, C. (2022). Brand personality of Balikesir province as a destination: Analysis of Wikipedia contents. The 3rd Conference on Managing Tourism Across Continents &#8211; Tourism for a better World (MTCON'22).
Kesgin, M., (2021). Family Vacations: Effective Customer Journey Design. 3rd International Family, Youth and Child Friendly Tourism Management Congress.
Zarban, A., Hsieh, J., & Kesgin, M. (2019). Impact of Perceived Leadership Styles on Hotel Employees' Job Engagement. 2019 ICHRIE Global Conference.
Murthy, R., & Kesgin, M. (2019). An Affordances Approach to Social Media Engagement. 2019 Annual Conference The International Hospitality Information Technology Association (iHITA) June 17, 2019.
Kesgin, M., & Pohland, L. (2018). Do Tourists Change Their International Travel Plans in Times of Terror?. 2018 TTRA Annual International Conference June 26-28, 2018.
Dobie, S., Schneider, J., Kesgin, M., & Lagiewski, R. (2018). Critical Hospitality: Metrics as a Path to Resort Resilience. International Symposium on Sustainable Systems and Technology June 25-28, 2018.
Kesgin, M., & Pohland, L. (2018). Safety and Security Concerns of Tourists: Aftermath of Terrorist Attacks in Turkey. 23rd Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism.
Zarban, A., Hsieh, J., & Kesgin, M. (2018). Impact of Perceived Leadership Styles on Hotel Employee Job Engagement. 23rd Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism.
Kesgin, M., Hsieh, J., & Alqusayer, A. (2018). What Drives Migrant Employee's Job Engagement? A Case of Hotel Employees in Riyadh, Saudi Arabia.. 2018 ICHRIE Global Conference July 25-27, 2018.
Murthy, R., & Kesgin, M. (2018). Online consumer engagement: The role of social currency in reviews. Society for Marketing Advances.
Pohland, L., & Kesgin, M. (2017). Value-based Pricing Analysis in the Hotel Market. 22nd Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism.
Khaled, A., Kesgin, M., & Hancer, M. (2017). Guest Waiting Experience at Hotels: Evidence from Saudia Arabia. 21st Graduate Education and Graduate Student Research Conference in Hospitality and Tourism.
Kesgin, M., & Aljahdali, M. (2016). Online Reviews and Visitor Attractions: The Case of George Eastman Museum.. 21st Graduate Education and Graduate Student Research Conference in Hospitality and Tourism.
Alqusayer, A., Kesgin, M., & Hsieh, J. (2016). An Analysis of Job Satisfaction and Motivational Factors among Hotel Employees in Riyadh, The Kingdom of Saudi Arabia. 21st Graduate Education and Graduate Student Research Conference in Hospitality and Tourism.
Kesgin, M., (2014). Comparing effects of demographic and trip characteristics on holiday choice: Evidence from Alanya, Turkey. 3rd Interdisciplinary Tourism Research Conference 3-7 June 2014, Istanbul, Turkey.
Kesgin, M., (2013). Do they all seek 'fun in the sun'? An analysis of British tourists' holiday activities visiting Alanya, Turkey.. 2nd World Research Summit for Tourism and Hospitality: Crossing the Bridge.
Kesgin, M., & Cevirgen, A. (2013). Perceptual and epistemic curiosity: Tourists' cultural motivations and experiences visiting a coastal resort area. 6th International Conference on Services Management, June 23-25, 2013, The Acapulco Holiday Resort, Cyprus.
Kesgin, M., (2013). Critical incidents and memorable impressions: Holidaymakers' evaluative images of a sunshine holiday destination. 6th International Conference on Services Management, June 23-25, 2013, The Acapulco Holiday Resort, Cyprus.
Kesgin, M., (2011). British Tourists' Holiday Experiences in Alanya, Turkey: A Mixed Methods Research. The Academy of Marketing Conference 2011: Marketing Field Forever, Academy of Marketing, Liverpool, UK..
Cevirgen, A., & Kesgin, M. (2008). The Effects of Service Quality Perceptions on Visitor Satisfaction: An Empirical Study in Alanya Castle. International Tourism Conference 2008: Cultural and Events Tourism Issues and Debates.
Ehtiyar, R., & Kesgin, M. (2006). Outsourcing Tendencies in Five Star Hotels: A Comparative Study of Management Perceptions of Antalya & Canary Island. Turk-Kazakh International Tourism Conference November 20-26, 2006, Alanya, Antalya, Turkey..
Currently Teaching
HSPT-335
Food and Beverage Management
3 Credits
This course will provide the student with the knowledge needed for the effective management of food service operations. Students will identify trends in the food and beverage industry, learn food and beverage management principles and understand how providing exceptional guest service can maximize profits in the hospitality industry. Topics will include food and beverage purchasing, inventory, costing, service styles, financial controls, menu design, sanitation, safety, ethics, food service automation, hardware and software, legal concerns, equipment selection, and service innovations in the design and layout of food establishments.
HSPT-375
Customer Experience Management
3 Credits
The overall objectives of this course are twofold. This course first examines the development, management, and improvement of service delivery systems used by service organizations (i.e., hotels, restaurants, travel agencies, and health care) on the supply side through the lens of quality management. Secondly, the course examines customer requirements on the demand side by focusing upon how customer experience design shapes customers’ thoughts, actions, and decision processes. Students will learn techniques used for diagnosis, measurement, and continuous improvement of successful customer experience. There are three major sections in this course. Section 1 focuses on understanding the paradigm of customer experience, identifying the drivers of customer satisfaction, formulating strategies to optimize the customer experience, and managing service operations through the development of a service blueprint. Section 2 focuses on the role of exponential technologies, such as artificial intelligence, robotics, augmented reality, virtual reality, and data analytics, in creating exceptional customer experiences. Section 3 discusses the creation of exceptional luxury customer experiences, incorporating technology, and describing how brands go beyond traditional branding frameworks to create luxury experiences.
HSPT-755
Advanced Food and Beverage Business Management
3 Credits
This course provides students the knowledge, skills, and competencies required to be successful managers and operators of food and beverage (F&B) establishments. Students will learn different operating structures, merchandising, market identification, menu engineering, the importance of managing the supply chain and logistics, managing human resources, and financial analysis of F&B operations. Students will learn about multi-unit operations, independent, and hotel restaurant operations. This course will prepare students for operational and corporate roles in F&B operations.