Wasn’t it all inclusive? A qualitative study of hotel customers’ stealing behaviors in all inclusive
Consumer Behavior in Tourism and Hospitality, pp.1-13, 2026 (Scopus)
- Publication Type: Article / Article
- Publication Date: 2026
- Doi Number: 10.1108/cbth-09-2025-0288
- Journal Name: Consumer Behavior in Tourism and Hospitality
- Journal Indexes: Scopus
- Page Numbers: pp.1-13
- Keywords: All-inclusive hotels, Content analysis, Customer theft behavior, Hospitality management, Unethical consumer behavior
- Istanbul Gelisim University Affiliated: Yes
Abstract
Purpose – 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. Design/methodology/approach – 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. Findings – 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. Originality/value – 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.