Hizmet Telafisinde Davranışsal Niyetler: Bir Meta Analiz

İlker Öztürk

doi:10.37880/cumuiibf.1427839

Research Article

Behavioral Intentions in Service Recovery: A Meta-Analysis

Year 2024, Volume: 25 Issue: 3, 456 - 466

İlker Öztürk

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

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

Meta-Analysis, Service Recovery, Behavioral Intentions

References

Ajzen, I., & Fishbein, M. (2000). Attitudes and the attitude-behavior relation: Reasoned and automatic processes. European review of social psychology, 11(1), 1-33. doi.org/10.1080/14792779943000116
Ajzen, I., & Cote, N. G. (2008). Attitudes and the prediction of behavior. Attitudes and attitude change, 13, 289-305.
Amoako, G. K., Caesar, L. D., Dzogbenuku, R. K., & Bonsu, G. A. (2023). Service Recovery Performance and Repurchase Intentions: The Mediation Effect of Service Quality at KFC. Journal of Hospitality and Tourism Insights, 6(1), 110-130. https://doi.org/10.1108/JHTI-06-2021-0141
Ali A., M., Hooi Ting, D., Ahmad-ur-Rehman, M., Zaib Abbasi, A., & Hussain, Z. (2021). Perceived service recovery justice and customer re-patronage intentions: Sequential mediation. Cogent Business & Management, 8(1), 1938352. https://doi.org/10.1080/23311975.2021.1938352
Aşık, Z. & Özen, M. (2019). Meta-analysis steps and reporting. Turkish Journal of Family Medicine and Primary Care, 13(2), 232-240. https://doi.org/10.21763/tjfmpc.569924
Atasoy, F., & Eren, D. (2023). Serial mediation: Destination image and perceived value in the relationship between perceived authenticity and behavioural intentions. European Journal of Tourism Research, (33), 1-33. 10.54055/ejtr.v33i.2528
Boshoff, C. (1997). An Experimental Study of Service Recovery Options. International Journal of Service Industry Management, 8(2), 110-130. doi.org/10.1108/09564239710166245
Borenstein, M., Hedges, L. V., Higgins, J. P., & Rothstein, H. R. (2009). Introduction to Meta-Analysis, Wiley.
Borenstein, M., Hedges, L. V., Higgins, J. P., & Rothstein, H. R. (2010). A basic introduction to fixed-effect and random-effects models for meta-analysis. Res Synth Methods, 1(2), 97-111. https://doi.org/10.1002/jrsm.12
Borenstein, M., Higgins, J. P., Hedges, L. V., & Rothstein, H. R. (2017). Basics of meta-analysis: I2 is not an absolute measure of heterogeneity. Res Synth Methods, 8(1), 5-18. https://doi.org/10.1002/jrsm.1230
Borenstein, M. (2019). Common Mistakes in Meta-Analysis and How to Avoid Them. Biostat, Inc.
Borenstein, M. (2020). Research Note: In a meta-analysis, the I2 index does not tell us how much the effect size varies across studies. J Physiother, 66(2), 135-139. https://doi.org/10.1016/j.jphys.2020.02.011
Borenstein, M., Hedges, L. V., Higgins, J. P. T., & Rothstein, H. R. (2021). Introduction to Meta-Analysis (Second ed.). Wiley.
Borenstein, M., Hedges, L. E., Higgins, J. P. T., & Rothstein, H. R. (2022). Comprehensive Meta-Analysis Version 4. In Biostat, Inc. www.Meta-Analysis.com
Chang, K. C., & Cheng, Y. S. (2021). How online service recovery reviews influence behavioral intentions in the hospitality context: Regulatory focus and loss aversion perspectives. Journal of Hospitality and Tourism Management, 46, 440-455. https://doi.org/10.1016/j.jhtm.2021.01.014
Chiou, M. R., Chao, S. L., & Hsieh, H. Y. (2021). The moderating role of service recovery on customer loyalty in the context of cruise passengers. Maritime Policy & Management, 48(2), 150-166. https://doi.org/10.1080/03088839.2020.1742396
Cohen, L., Manion, L., & Morrison, K. (2007). Research Methods in Education. Routledge
Consuegra, D. M., Molina, A., & Esteban, A. (2007). An Integrated Model of Price, Satisfaction and Loyalty: An Empirical Analysis in the Service Sector. Journal of Product & Brand Management, 16(7), 459-468. https://doi.org/10.1108/10610420710834913
De Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007). Service recovery paradox: a meta-analysis. Journal of service research, 10(1), 60-77. https://doi.org/10.1177/1094670507303012
Der Simonian, R., & Laird, N. (1986). Meta-analysis in clinical trials. Control Clin Trials, 7(3), 177-188. http://www.ncbi.nlm.nih.gov/pubmed/3802833
DerSimonian, R., & Laird, N. (2015). Meta-analysis in clinical trials revisited. Contemp Clin Trials, 45(Pt A), 139-145. https://doi.org/10.1016/j.cct.2015.09.002
Fishbein, M., & Ajzen, I. (1972). Attitudes and opinions. Annual review of psychology, 23(1), 487-544.
Güven , E., & Sarıışık , M. (2014). Konaklama Hizmetlerinde Davranışsal Niyeti Etkileyen Hizmet Kalitesi Boyutları. İşletme Bilimi Dergisi, 2(2), 21-51.
Ha, J., & Jang, S. S. (2009). Perceived justice in Service Recovery and Behavioral Intentions: The Role of. International Journal of Hospitality Management, 28(3), 319-327. Relationship Quality. https://doi.org/10.1016/j.ijhm.2008.12.001
Hedges, L. V., & Vevea, J. L. (1998). Fixed and random-effects models in meta-analysis. Psychological Methods, 3(4), 486-504. https://doi.org/10.1037/1082-989X.3.4.486
Higgins, J. P., & Thompson, S. G. (2002). Quantifying heterogeneity in a meta-analysis. Stat Med, 21(11), 1539-1558. https://doi.org/10.1002/sim.1186
Higgins, J. P., Thompson, S. G., Deeks, J. J., & Altman, D. G. (2003). Measuring inconsistency in meta-analyses. BMJ, 327(7414), 557-560. https://doi.org/10.1136/bmj.327.7414.557
Higgins, J. P. (2008). Commentary: Heterogeneity in meta-analysis should be expected and appropriately quantified. Int J Epidemiol, 37(5), 1158-1160. https://doi.org/10.1093/ije/dyn204
Higgins, J. P. T., & Thomas, J. (2019). Cochrane Handbook for Systematic Reviews of Interventions (J. P. T. Higgins, J. Thomas, J. Chandler, M. Cumpston, T. Li, M. J. Page, & V. A. Welch, Eds. 2nd Edition. ed.). Wiley.
Higgins, J. P. T., & Thomas, J. (2019). Cochrane Handbook for Systematic Reviews of Interventions (J. P. T. Higgins, J. Thomas, J. Chandler, M. Cumpston, T. Li, M. J. Page, & V. A. Welch, Eds. 2nd Edition. ed.). Wiley.
IntHout, J., Ioannidis, J. P. A., Rovers, M. M., & Goeman, J. J. (2016). Plea for routinely presenting prediction intervals in meta-analysis. BMJ Open, 6(7), e010247. https://doi.org/10.1136/bmjopen-2015-010247
Jin, D., DiPietro, R. B., & Fan, A. (2020). The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions. Journal of Hospitality Marketing & Management, 29(1), 65-87. https://doi.org/10.1080/19368623.2019.1602095
Kim, K., & Baker, M. A. (2020). Paying it forward: The influence of other customer service recovery on future co-creation. Journal of Business Research, 121, 604-615. https://doi.org/10.1016/j.jbusres.2020.03.015
Koç, E., Ulukoy, M., Kılıç, R., Yumuşak, S., & Bahar, R. (2017). The Influence of Customer Participation on Service Failure Perceptions. Total Quality Management, 28(4), 390-404. https://doi.org/10.1080/14783363.2015.1090290
Mercan, N. (2015). Ajzen’in planlanmiş davraniş teorisi bağlaminda whistleblowing (bilgi ifşasi). Sosyal ve Beşeri Bilimler Dergisi, 7(2), 1-14.
Miniard, P. W., & Cohen, J. B. (1981). An examination of the Fishbein-Ajzen behavioral-intentions model's concepts and measures. Journal of experimental social psychology, 17(3), 309-339. https://doi.org/10.1016/0022-1031(81)90031-7
Nikbin, D., İsmail , İ., & Marimuthu, M. (2013). The Relationship Between Informational Justice, Recovery Satisfaction, And Loyalty: The Moderating Role Of Failure Attributions. Service Business, 7(3), 419-435.
Othman, Z., Zahari, M. S. M., & Radzi, S. M. (2013). Customer behavioral intention: Influence of service delivery failures and service recovery in Malay restaurants. Procedia-Social and Behavioral Sciences, 105, 115-121. https://doi.org/10.1016/j.sbspro.2013.11.013
Park, J. J., & Park, J. W. (2016). Investigating the effects of service recovery quality elements on passengers' behavioral intention. Journal of Air Transport Management, 53, 235-241. https://doi.org/10.1016/j.jairtraman.2016.03.003
Petzer, D. J., & Steyn, T. F. J. (2006). Customer retention: A Theoretical Perspective of Service Failure and Service Recovery in the Hotel Industry. Acta commercii, 6(1), 162-172.
Sedgwick, P. (2015). How to read a forest plot in a meta-analysis. Bmj, 351.
Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: impact on satisfaction and intentions. Journal of Services marketing, 9(1), 15-23.
Sterne, J. A., & Egger, M. (2005). Regression methods to detect publication and other bias in meta‐analysis. Publication bias in meta‐analysis: Prevention, assessment and adjustments, 99-110. DOI:10.1002/0470870168
Sterne, J. A., Becker, B. J., & Egger, M. (2005). The funnel plot. Publication bias in meta‐analysis: Prevention, assessment and adjustments, 73-98.
Tankuş, E., Sökmen, A., & Şahin, N. G. G. (2023). Sürdürülebilir Turizm Ekseninde Birleşmiş Milletler 2030 Sürdürülebilir Kalkınma Hedeflerinin Bibliyometrik Analizi (Bibliometric Analysis of the United Nations 2030 Sustainable Development Goals on the Axis of Sustainable Tourism). Journal of Tourism & Gastronomy Studies, 11(3), 2238-2263.
Van Vaerenbergh, Y., Hazée, S., & Costers, A. (2018). Customer participation in service recovery: a meta-analysis. Marketing Letters, 29, 465-483.
Warshaw, P. R., & Davis, F. D. (1985). Disentangling behavioral intention and behavioral expectation. Journal of experimental social psychology, 21(3), 213-228. https://doi.org/10.1016/0022-1031(85)90017-4
Wirtz, J., & Mattila, A. (2004). Consumer Responses To Recovery, Speed Of Recovery And Apology After A Service Failure. International Journal of Service Industry Management,, 15(2), 150-166. https://doi.org/10.1108/09564230410532484
Yadav, A., & Dhar, R. L. (2021). Linking frontline hotel employees’ job crafting to service recovery performance: The roles of harmonious passion, promotion focus, hotel work experience, and gender. Journal of Hospitality and Tourism Management, 47, 485-495. https://doi.org/10.1016/j.jhtm.2021.04.018
Wilson D. B. (2023). https://www.campbellcollaboration.org/esc

Hizmet Telafisinde Davranışsal Niyetler: Bir Meta Analiz

Year 2024, Volume: 25 Issue: 3, 456 - 466

İlker Öztürk

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

Abstract

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.

Keywords

Meta Analiz, Hizmet Telafisi, Davranışsal Niyetler

References

Ajzen, I., & Fishbein, M. (2000). Attitudes and the attitude-behavior relation: Reasoned and automatic processes. European review of social psychology, 11(1), 1-33. doi.org/10.1080/14792779943000116
Ajzen, I., & Cote, N. G. (2008). Attitudes and the prediction of behavior. Attitudes and attitude change, 13, 289-305.
Amoako, G. K., Caesar, L. D., Dzogbenuku, R. K., & Bonsu, G. A. (2023). Service Recovery Performance and Repurchase Intentions: The Mediation Effect of Service Quality at KFC. Journal of Hospitality and Tourism Insights, 6(1), 110-130. https://doi.org/10.1108/JHTI-06-2021-0141
Ali A., M., Hooi Ting, D., Ahmad-ur-Rehman, M., Zaib Abbasi, A., & Hussain, Z. (2021). Perceived service recovery justice and customer re-patronage intentions: Sequential mediation. Cogent Business & Management, 8(1), 1938352. https://doi.org/10.1080/23311975.2021.1938352
Aşık, Z. & Özen, M. (2019). Meta-analysis steps and reporting. Turkish Journal of Family Medicine and Primary Care, 13(2), 232-240. https://doi.org/10.21763/tjfmpc.569924
Atasoy, F., & Eren, D. (2023). Serial mediation: Destination image and perceived value in the relationship between perceived authenticity and behavioural intentions. European Journal of Tourism Research, (33), 1-33. 10.54055/ejtr.v33i.2528
Boshoff, C. (1997). An Experimental Study of Service Recovery Options. International Journal of Service Industry Management, 8(2), 110-130. doi.org/10.1108/09564239710166245
Borenstein, M., Hedges, L. V., Higgins, J. P., & Rothstein, H. R. (2009). Introduction to Meta-Analysis, Wiley.
Borenstein, M., Hedges, L. V., Higgins, J. P., & Rothstein, H. R. (2010). A basic introduction to fixed-effect and random-effects models for meta-analysis. Res Synth Methods, 1(2), 97-111. https://doi.org/10.1002/jrsm.12
Borenstein, M., Higgins, J. P., Hedges, L. V., & Rothstein, H. R. (2017). Basics of meta-analysis: I2 is not an absolute measure of heterogeneity. Res Synth Methods, 8(1), 5-18. https://doi.org/10.1002/jrsm.1230
Borenstein, M. (2019). Common Mistakes in Meta-Analysis and How to Avoid Them. Biostat, Inc.
Borenstein, M. (2020). Research Note: In a meta-analysis, the I2 index does not tell us how much the effect size varies across studies. J Physiother, 66(2), 135-139. https://doi.org/10.1016/j.jphys.2020.02.011
Borenstein, M., Hedges, L. V., Higgins, J. P. T., & Rothstein, H. R. (2021). Introduction to Meta-Analysis (Second ed.). Wiley.
Borenstein, M., Hedges, L. E., Higgins, J. P. T., & Rothstein, H. R. (2022). Comprehensive Meta-Analysis Version 4. In Biostat, Inc. www.Meta-Analysis.com
Chang, K. C., & Cheng, Y. S. (2021). How online service recovery reviews influence behavioral intentions in the hospitality context: Regulatory focus and loss aversion perspectives. Journal of Hospitality and Tourism Management, 46, 440-455. https://doi.org/10.1016/j.jhtm.2021.01.014
Chiou, M. R., Chao, S. L., & Hsieh, H. Y. (2021). The moderating role of service recovery on customer loyalty in the context of cruise passengers. Maritime Policy & Management, 48(2), 150-166. https://doi.org/10.1080/03088839.2020.1742396
Cohen, L., Manion, L., & Morrison, K. (2007). Research Methods in Education. Routledge
Consuegra, D. M., Molina, A., & Esteban, A. (2007). An Integrated Model of Price, Satisfaction and Loyalty: An Empirical Analysis in the Service Sector. Journal of Product & Brand Management, 16(7), 459-468. https://doi.org/10.1108/10610420710834913
De Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007). Service recovery paradox: a meta-analysis. Journal of service research, 10(1), 60-77. https://doi.org/10.1177/1094670507303012
Der Simonian, R., & Laird, N. (1986). Meta-analysis in clinical trials. Control Clin Trials, 7(3), 177-188. http://www.ncbi.nlm.nih.gov/pubmed/3802833
DerSimonian, R., & Laird, N. (2015). Meta-analysis in clinical trials revisited. Contemp Clin Trials, 45(Pt A), 139-145. https://doi.org/10.1016/j.cct.2015.09.002
Fishbein, M., & Ajzen, I. (1972). Attitudes and opinions. Annual review of psychology, 23(1), 487-544.
Güven , E., & Sarıışık , M. (2014). Konaklama Hizmetlerinde Davranışsal Niyeti Etkileyen Hizmet Kalitesi Boyutları. İşletme Bilimi Dergisi, 2(2), 21-51.
Ha, J., & Jang, S. S. (2009). Perceived justice in Service Recovery and Behavioral Intentions: The Role of. International Journal of Hospitality Management, 28(3), 319-327. Relationship Quality. https://doi.org/10.1016/j.ijhm.2008.12.001
Hedges, L. V., & Vevea, J. L. (1998). Fixed and random-effects models in meta-analysis. Psychological Methods, 3(4), 486-504. https://doi.org/10.1037/1082-989X.3.4.486
Higgins, J. P., & Thompson, S. G. (2002). Quantifying heterogeneity in a meta-analysis. Stat Med, 21(11), 1539-1558. https://doi.org/10.1002/sim.1186
Higgins, J. P., Thompson, S. G., Deeks, J. J., & Altman, D. G. (2003). Measuring inconsistency in meta-analyses. BMJ, 327(7414), 557-560. https://doi.org/10.1136/bmj.327.7414.557
Higgins, J. P. (2008). Commentary: Heterogeneity in meta-analysis should be expected and appropriately quantified. Int J Epidemiol, 37(5), 1158-1160. https://doi.org/10.1093/ije/dyn204
Higgins, J. P. T., & Thomas, J. (2019). Cochrane Handbook for Systematic Reviews of Interventions (J. P. T. Higgins, J. Thomas, J. Chandler, M. Cumpston, T. Li, M. J. Page, & V. A. Welch, Eds. 2nd Edition. ed.). Wiley.
Higgins, J. P. T., & Thomas, J. (2019). Cochrane Handbook for Systematic Reviews of Interventions (J. P. T. Higgins, J. Thomas, J. Chandler, M. Cumpston, T. Li, M. J. Page, & V. A. Welch, Eds. 2nd Edition. ed.). Wiley.
IntHout, J., Ioannidis, J. P. A., Rovers, M. M., & Goeman, J. J. (2016). Plea for routinely presenting prediction intervals in meta-analysis. BMJ Open, 6(7), e010247. https://doi.org/10.1136/bmjopen-2015-010247
Jin, D., DiPietro, R. B., & Fan, A. (2020). The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions. Journal of Hospitality Marketing & Management, 29(1), 65-87. https://doi.org/10.1080/19368623.2019.1602095
Kim, K., & Baker, M. A. (2020). Paying it forward: The influence of other customer service recovery on future co-creation. Journal of Business Research, 121, 604-615. https://doi.org/10.1016/j.jbusres.2020.03.015
Koç, E., Ulukoy, M., Kılıç, R., Yumuşak, S., & Bahar, R. (2017). The Influence of Customer Participation on Service Failure Perceptions. Total Quality Management, 28(4), 390-404. https://doi.org/10.1080/14783363.2015.1090290
Mercan, N. (2015). Ajzen’in planlanmiş davraniş teorisi bağlaminda whistleblowing (bilgi ifşasi). Sosyal ve Beşeri Bilimler Dergisi, 7(2), 1-14.
Miniard, P. W., & Cohen, J. B. (1981). An examination of the Fishbein-Ajzen behavioral-intentions model's concepts and measures. Journal of experimental social psychology, 17(3), 309-339. https://doi.org/10.1016/0022-1031(81)90031-7
Nikbin, D., İsmail , İ., & Marimuthu, M. (2013). The Relationship Between Informational Justice, Recovery Satisfaction, And Loyalty: The Moderating Role Of Failure Attributions. Service Business, 7(3), 419-435.
Othman, Z., Zahari, M. S. M., & Radzi, S. M. (2013). Customer behavioral intention: Influence of service delivery failures and service recovery in Malay restaurants. Procedia-Social and Behavioral Sciences, 105, 115-121. https://doi.org/10.1016/j.sbspro.2013.11.013
Park, J. J., & Park, J. W. (2016). Investigating the effects of service recovery quality elements on passengers' behavioral intention. Journal of Air Transport Management, 53, 235-241. https://doi.org/10.1016/j.jairtraman.2016.03.003
Petzer, D. J., & Steyn, T. F. J. (2006). Customer retention: A Theoretical Perspective of Service Failure and Service Recovery in the Hotel Industry. Acta commercii, 6(1), 162-172.
Sedgwick, P. (2015). How to read a forest plot in a meta-analysis. Bmj, 351.
Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: impact on satisfaction and intentions. Journal of Services marketing, 9(1), 15-23.
Sterne, J. A., & Egger, M. (2005). Regression methods to detect publication and other bias in meta‐analysis. Publication bias in meta‐analysis: Prevention, assessment and adjustments, 99-110. DOI:10.1002/0470870168
Sterne, J. A., Becker, B. J., & Egger, M. (2005). The funnel plot. Publication bias in meta‐analysis: Prevention, assessment and adjustments, 73-98.
Tankuş, E., Sökmen, A., & Şahin, N. G. G. (2023). Sürdürülebilir Turizm Ekseninde Birleşmiş Milletler 2030 Sürdürülebilir Kalkınma Hedeflerinin Bibliyometrik Analizi (Bibliometric Analysis of the United Nations 2030 Sustainable Development Goals on the Axis of Sustainable Tourism). Journal of Tourism & Gastronomy Studies, 11(3), 2238-2263.
Van Vaerenbergh, Y., Hazée, S., & Costers, A. (2018). Customer participation in service recovery: a meta-analysis. Marketing Letters, 29, 465-483.
Warshaw, P. R., & Davis, F. D. (1985). Disentangling behavioral intention and behavioral expectation. Journal of experimental social psychology, 21(3), 213-228. https://doi.org/10.1016/0022-1031(85)90017-4
Wirtz, J., & Mattila, A. (2004). Consumer Responses To Recovery, Speed Of Recovery And Apology After A Service Failure. International Journal of Service Industry Management,, 15(2), 150-166. https://doi.org/10.1108/09564230410532484
Yadav, A., & Dhar, R. L. (2021). Linking frontline hotel employees’ job crafting to service recovery performance: The roles of harmonious passion, promotion focus, hotel work experience, and gender. Journal of Hospitality and Tourism Management, 47, 485-495. https://doi.org/10.1016/j.jhtm.2021.04.018
Wilson D. B. (2023). https://www.campbellcollaboration.org/esc

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Details

Primary Language	Turkish
Subjects	Business Administration
Journal Section	Makaleler
Authors	İlker Öztürk 0000-0002-7302-2337
Early Pub Date	July 25, 2024
Publication Date
Submission Date	January 29, 2024
Acceptance Date	May 20, 2024
Published in Issue	Year 2024Volume: 25 Issue: 3

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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

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