The purpose of this research is to reveal the underlying reasons for stealing behavior among customers staying at all-inclusive hotels and to identify prevention strategies from the perspectives of both staff members and department managers.
This paper adopted qualitative research methods. Data were collected through semistructured interviews with 20 managers and staff members at various levels in all-inclusive hotels in Mugla, Turkey. The collected data were analyzed using content analysis.
The analysis revealed four main motivations underlying customers’ stealing behavior: psychological and emotional factors, perceptual and cognitive factors, economic and utilitarian factors and sociocultural and reactive factors. In addition, four main themes were identified for preventing stealing behavior.
This study examines the reasons for customer theft behavior from the perspectives of staff and managers within the all-inclusive hotel system, an area with limited literature. It contributes by categorizing theft into four themes and identifying prevention strategies developed in response.
