Hizmet Telafisinde Davranışsal Niyetler: Bir Meta Analiz

İlker Öztürk

doi:10.37880/cumuiibf.1427839

EN TR

Behavioral Intentions in Service Recovery: A Meta-Analysis

Abstract

The aim of this study is to evaluate the effects of service recovery on customer behaviour through a meta-analytic method. To deepen understanding of the relationship between service recovery and behavioural intention, the study analysed 31 articles from diverse research fields in Web of Science (WOS) and Google Scholar. The data from this study were analysed using Comprehensive Meta-Analysis Software v4. Egger's test and Funnel Plot graph were used to identify and evaluate potential biases in the studies. Additionally, a Heterogeneity test was performed to ensure that the included studies represent the general population and that this sample reflects population trends. The Meta Analysis Forest Graph was used to visually represent the results. The research results show that the average effect size is 0.396 with a 95% confidence interval between 0.261 and 0.515, indicating a moderate positive relationship. The findings suggest that service recovery positively impacts consumers' future behaviour, and the effect size is both significant and statistically reliable. This meta-analysis contributes significantly to the literature by systematically synthesizing the effects of service recovery on customer behaviours. The findings may aid businesses in designing service recovery strategies more effectively and assist future studies.

Keywords

Hizmet Telafisinde Davranışsal Niyetler: Bir Meta Analiz

Öz

Bu çalışmanın temel amacı, hizmet telafisinin müşteri davranışları üzerindeki etkilerini meta-analitik bir yöntemle sistemli bir şekilde değerlendirmektir. Araştırma, hizmet telafisi ve davranışsal niyet arasındaki ilişkiyi daha derinlemesine anlamak adına çeşitli araştırma alanlarından gelen makaleleri bir araya getirmiş ve kapsamlı bir meta-analiz gerçekleştirmiştir. Bu kapsamda WOS ve Google Akademikte yer alan 31 çalışma analize dâhil edilmiştir. Bu araştırmada elde edilen veriler, Comprehensive Meta-Analysis Software v4 kullanılarak analiz edilmiştir. Bu bağlamda, araştırmaların potansiyel yanlılıklarını belirlemek ve değerlendirmek amacıyla Egger testi ve Funnel Plot grafiği kullanılmıştır. Ayrıca, yer alan çalışmaların genel evreni temsil ettiğini ve bu örneklemin evren genelindeki eğilimleri yansıttığını belirlemek için Heterojenlik testi yapılmıştır. Sonuçları görsel olarak temsil etmek için ise Meta Analiz Orman Grafiği kullanılmıştır. Araştırma sonuçlarına göre ortalama etki büyüklüğü 0,396 olarak hesaplanmış olup %95 güven aralığı 0,261 ila 0,515 arasındadır. Bu değer, orta düzeyde pozitif bir ilişkinin varlığını göstermektedir. Sonuçlar, hizmet telafisinin, tüketicilerin gelecekteki davranışları üzerinde olumlu bir etkisi olduğunu ve incelenen etki büyüklüğünün anlamlı ve istatistiksel olarak güvenilir olduğunu ortaya koymaktadır. Bu meta-analiz çalışması, hizmet telafisinin müşteri davranışlarına olan etkilerini sistemli bir şekilde sentezleyerek, literatüre önemli bir katkı sağlamaktadır. Sonuçlar, işletmelerin hizmet telafisi stratejilerini daha etkili bir şekilde tasarlamalarına ve gelecekteki çalışmalara yardımcı olacaktır.

Anahtar Kelimeler

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Details

Primary Language

Turkish

Subjects

Business Administration

Journal Section

Research Article

Authors

İlker Öztürk ^*
0000-0002-7302-2337
Türkiye

Early Pub Date

July 25, 2024

Publication Date

July 29, 2024

Submission Date

January 29, 2024

Acceptance Date

May 20, 2024

Published in Issue

Year 2024 Volume: 25 Number: 3

DOI

https://doi.org/10.37880/cumuiibf.1427839

IZ

https://izlik.org/JA88EA38SP

Cite

RIS / Bibtex

APA

Öztürk, İ. (2024). Hizmet Telafisinde Davranışsal Niyetler: Bir Meta Analiz. Cumhuriyet Üniversitesi İktisadi Ve İdari Bilimler Dergisi, 25(3), 456-466. https://doi.org/10.37880/cumuiibf.1427839