Evaluation of Paradoxical Communication criteria in Destination Management:

A study on Hotel Managers

Resumen

As in every field, communication plays a very important role also in the management of destinations. Sustainability of tourism destinations and all touristic establishments can only be achieved with clear and good communication between decision makers and managers. On the other hand, paradoxical communication is a form of communication that arises from problems in communication channels within the organization. The purpose of this study is to determine which of the paradoxical communication criteria hotel managers give more importance in terms of destination management. The ordering of these criteria according to the degree of importance is an effective source of information in increasing the efficiency of the establishments and therefore the destination. In this context, the Analytical Hierarchy Process Method (AHP) was used in order to rank the paradoxical communication criteria according to their importance. According to the results obtained from the analysis of the data, it has been determined that the most important paradoxical communication criterion is the “system”, and the criteria of “trust, listening, work distribution, friendship, self-expression, anxiety, work stress, and workplace goals” are also important for hotel managers in destination management, respectively. With the effective management of paradoxical communication criteria, it will be possible to provide a sustainable structure in the commitment of the hotel staff to the establishments and therefore in the touristic demand in the destinations.