Araştırma Makalesi
Yıl 2018,
Cilt: 19 Sayı: 2, 480 - 499, 30.11.2018
Öz
Kaynakça
- Adams, J. S. (1963). Towards an understanding of inequity. The Journal of Abnormal and Social Psychology, 67(5), 422.Adams, J. S. (1965). Inequity in social exchange. In Advances in experimental social psychology (Vol. 2, pp. 267-299). Academic Press.Akbulut, Y. (2010). Sosyal Bilimlerde SPSS Uygulamaları. İdeal Kültür Yayıncılık. İstanbul.Alabay, N. (2012). Müşteri Şikayetleri Yönetimi. Uluslar arası Yönetim İktisat ve İşletme Dergisi, 8(6), 137-158. Alfansi, L., Atmaja, F. T. (2009). Service Failure and Complaint Behaviour in the Public Hospital Industry. The Indonesian Experience. Journal of Nonprofit and Public Sector Marketing, 21(3), 309-325.Altunışık, R., Coşkun, R., Bayraktaroğlu, S., Yıldırım, E. (2012). Sosyal Bilimlerde Araştırma Yöntemleri SPSS Uygulamalı, Sakarya Yayıncılık, 7. Baskı, Sakarya. Amro, A., Sobh, M. A. (2014). The Role of Collective Angst during and after a service failue. Journal of Service Marketing, 28(3), 223-232.Argan, Tokay, M. (2014). E-Şikayetle İlgili Tanımlayıcı Bir Çalışma: Şikayet Formu Olarak Bir Web Sitesinin Sosyal Ağ Analizi. İnternet Uygulamaları ve Yönetimi, 5(1), 49-66. Ateke, B. W., Ogonu, G. C., Ishmael, E. C., Officer, M., & Harcourt, P. (2015). Perceived justice initiatives and customers’ post-complaint satisfaction in the fastfood industry. Journal of Marketing and Consumer Research, 14, 117-125.Bejou, D., Palmer, A. (1998). Service Failure and Loyalty: an exploratory empirical study of airline costumers. Journal of Service Marketing, 12(1), 7-22. Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. The Journal of Marketing, 71-84.Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. The Journal of Marketing, 95-106.Blodgett, J. G., Hill, D. J., Tax, S. S. (1997). The effects of distrubitive, procedural, and interactional justice on postcomplaint behaviour. Journal of Retailing, 73(2), 185-210. Blodgett, J. G., Granbois, D. H., & Walters, R. G. (1993). The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions. Journal of retailing, 69(4), 399-428.Boshoff, C. (1999). RECOVSAT, an instrument to measure satisfaction with transaction-specific service recovery. Journal of Service Research, 1(3), 236-249. Boshoff, C., & Staude, G. (2003). Satisfaction with service recovery: Its measurement and its outcomes. South African Journal of Business Management, 34(3), 9-16.Büyüköztürk, Ş., Çakmak Kılıç, E., Akgün, Ö. E., Karadeniz, Ş., Demirel, F. (2013). Bilimsel Araştırma Yöntemleri. Ankara: Pegem. Chang, D. S., Chung, J.-H. (2012). Risk evaluation of group package tour service failures that result in third-party complaints. Journal of Travel and Tourism Marketing, 29(8), 817-834. Chang, R. C. Y., Kivela, J., Mak, A. N. K. (2010). Food Preferences of Chinese Tourists. Annals of Tourism Research, 37(4), 989-1011.Chang, Y. W., & Chang, Y. H. (2010). Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services. Journal of Air Transport Management, 16(6), 340-342.Chebat, J. C., Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery stiuations: an empirical study. Journal of Business Research, 58, 664-673. Chih, W.-H., Wang, K.-Y., Hsu, L.-C., Cheng, I.-S. (2012). From disconfirmation to switching: an empirical investigation of switching intentions after service failure and recovery. The Service Industries Journal, 32(8), 1305-1321. Christopher, R. S., Voss, A. (2009). The effects of service failures and recovery on costumer loyalty in e-services. International Journal of Operations and Product Management., 29(8), 834-864. Chuang, S.C., Cheng, Y. H., Chang, C.J., Yang, S.W. (2012). The Effect of Service Failure Types and Service Recovery on Costumer Satisfaction: A Mental Accounting Perspective. The Service Industries Journal, 32(2), 257-271.Cranage, D. (2004). “Plan to do it right: and plan for recovery”. International Journal of Contemporary Hospitality. International Journal of Contemporary Hospitality Management, 16(4), 210-219. Cranage, D. A., Mattila, A. S. (2006). Service Recovery and Pre-Emptive Strategies for Service Failure: Both Lead to Costumer Satisfaction and Loyalty, But for Different Reasons. Journal of Hospitality and Leisure Marketing, 13(3-4), 161-181.Dalgıç, A., Güler, O., & Birdir, K. (2016). Tripadvisor. com’da Yer Alan Restoran Şikâyetlerinin Analizi: Mersin ve Hatay’da Yöresel Yiyecek Sunan Restoranlara Yönelik Bir Araştırma. Journal of Tourism and Gastronomy Studies, 4(1), 153-173.DeWitt, T., Bradey, M. K. (2003). Rethinking service recovery strategies: the effect of rapport on consumer responses to service failure. 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Journal of Marketing, 63(2), 70-87. Garcia, I., Perez, R. (2011). Effects of dissatisfaction in tourist services: the role of anger and regret. Tourism Management, 32, 1397-1406.Gibbons, J. A., Horowitz, K. A., & Dunlap, S. M. (2017). The fading affect bias shows positive outcomes at the general but not the individual level of analysis in the context of social media. Consciousness and cognition, 53, 47-60.Gilly, M. C. (1987). Postcomplaint processes: from organizational response to repurchase behavior. Journal of Consumer Affairs, 21(2), 293-213.Güven, Ö. E., Sarıışık, M. (2014). Konaklama Hizmetlerinde Davranışsal Niyeti Etkileyen Hizmet Kalitesi Boyutları. İşletme Bilimi Dergisi, 2(2), 21-51. Goodwin, C., & Ross, I. (1992). Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. Journal of Business research, 25(2), 149-163.Gold, M. S., & Bentler, P. M. (2000). 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Service recovery: Literature review and research issues. Journal of Service Science Research, 3(1), 71.Kwon, S., Jang, S. (2012). Effects of Compensation for Service Recovery: From Theory Perspective. International Journal of Hospitality Management, 31, 1235-1243.Lee, E.-J., Park, J. (2010). “Service failures in online double deviation scenarios: Justice theory approach”, managing service quality. An International Journal, 20(1), 46-69. Lii, Y.-S., Pant, A., Lee, M. (2012). Balancing the scales: recovering from service failures depends on the psychological distance on consumers. The Service Industries Journal, 32(11), 1775-1790. Lin, I. Y., Mattila, A. S. (2010). Restaurant servicescape, service encounter, and perceived congruency on costumers’ emotions and satisfaction. Journal of Hospitality Marketing and Management, 19(8), 819-841. Matos, C. A., Fernandes, D. H., Leis, R. P., Trez, G. (2011). A cross-cultural investigation of costumer reactions to service failure and recovery. Journal of International Consumer Marketing, 23(3-4), 211-228. Matos, C. A., Luiz, J., Rosa, H. F. (2013). “Costumer rections to service failure and recovery in the banking industry: the influence of switching costs”, Journal of Services Marketing, 27(7), 526-538. Matos, C. A., Vargas, C. A., Ricardo, V. R., Valter, T. V., Veiro, A. (2009). “Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining”. Journal of Services Marketing, 23(7), 462-475. Matos, C. A., Vieira, V. A., Veiga, R. T. (2012). Behavioral Responses to Service Encounter Involving Failure and Recovery: The Influence of Contextual Factors. The Service Industries Journal, 32(14), 2203-2217. Mattila, A. S., Cranage, D. (2005). The Impact of Choice on Fairness in the Context of Service Recovery. Journal of Services Marketing, 19(5), 271-279. Mattila, A.S., Patterson, P. G. (2004). Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts. Journal of Service Research, 6(4), 336-346.Maxham III, J. G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of business research, 54(1), 11-24.Maxham, J. G., &Netenmeyer, R. G. (2002). Modeling Costumer Perceptions of Complaint Handling Over Time: The Effects of Perceived Justice on Satisfaction and Intent. Journal of Retailing, 78(4), 239-252. McDougall, G., Levesque, T. (2000). Costumer Satisfaction with Services: Putting Service Value into the Equation. Journal of Service Marketing, 14(5), 392-410. Migacz, S. J., Zou, S., & Petrick, J. F. (2018). The “Terminal” Effects of Service Failure on Airlines: Examining Service Recovery with Justice Theory. Journal of Travel Research, 57(1), 83-98.La, S., Choi, B. (2012). The Role of Costumer Affection and Trust in Loyalty Rebuilding after Service Failure and Recovery. The Service Industries Journal, 32(1), 105-125. Nikbin, D., Hyun, S. S., Baharun, R., Tabavar, A. A. (2014). The Determinants Of Costumers‟ Behavioral Ġntentions After Service Failure: The Role Of Emotions. Asia Pacific Journal of Tourism Research, 37-41.Nikbin, D., Ismail, I., Marimuthu, M., & Jalalkamali, M. (2010). Perceived justice in service recovery and recovery satisfaction: The moderating role of corporate image. International Journal of Marketing Studies, 2(2), 47.Nikbin, D., Ismail, I., Marimuthu, M., Salarzehi, H. (2012). The relationship of service failure attributions, service recovery and justice and recovery satisfaction in the context of airlines. Scandinavian Journal of Hospitality and Tourism, 12(3), 232-254. Nikbin, D., Marimuthu, M., Hyun, S. S., & Ismail, I. (2015). Relationships of perceived justice to service recovery, service failure attributions, recovery satisfaction, and loyalty in the context of airline travelers. Asia Pacific Journal of Tourism Research, 20(3), 239-262.Noone, B. M. (2012). 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(2004). “The impact of service failure severity on service recovery evaluations and post-recovery relationhips”. Journal of Services Marketing, 18(2), 133-146. Siu, N. Y. M., Zhang, T. J. F., & Yau, C. Y. J. (2013). The roles of justice and customer satisfaction in customer retention: A lesson from service recovery. Journal of Business Ethics, 114(4), 675-686.Smith, A. K., Bolton, R. N. (2002). The Effect of Costumers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgements. Journal of Academy of Marketing Science, 30(1), 5-23. Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: paradox or peril?. Journal of service research, 1(1), 65-81.Smith, A. K., Bolton, R. N., Wagner, J. (1999). A Model of Costumer Satisfaction with Service Encounters involving Failure and Recovery. Journal of Marketing Research, 36(3), 356-372.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.Suh, M., Greene, H., Rho, T., Qi, Q. (2013). The Role of Relationships in Service Failure: A Cross Cultural Study-United States, China and Korea. Services Marketing Quarterly, 34(3), 191-204. Tan, T. A. G. (2014). Effects of Justice Theory on Service Recovery Satisfaction on Metro Manila Dine-in Experiences. Philippine Management Review, 21.Taştan, H., & Kızılcık, O. (2017). Kahramanmaraş’ta Bulunan Yiyecek İçecek İşletmelerine Yönelik Trıpadvısor. Com’da Paylaşılan Şikâyetlerin Sınıflandırılması. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 26(1), 270-284.Tax, S. S., Brown, S. W., Chandrashekaran, M. (1998). Costumer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62(2), 60-76. Tribe, J. (1997). The indiscipline of tourism. 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RESTORANLARDA ALGILANAN ADALET VE TELAFİ MEMNUNİYETİNİN MEMNUNİYET VE SADAKAT ÜZERİNDEKİ ROLÜ: ADALET TEORİSİNE DAYALI BİR ARAŞTIRMA
Öz
Bu
araştırmanın amacı, restoran işletmelerinde yaşanan hizmet hatalarının
giderilmesinde kullanılan telafi sürecinde, algılanan adalet ve telafi
memnuniyetinin etkisini ortaya koymaktır. Bu kapsamda, memnuniyet, sadakat ve
ağızdan ağıza iletişim eğilimindeki değişikliklerin tespit edilmesinde adalet
teorisi temel alınmıştır. Araştırma, son bir yıl içerisinde herhangi bir yiyecek-içecek
işletmesinde hizmet hatası ve telafi süreci deneyimlemiş olan 1024 katılımcı
üzerinde gerçekleştirilmiştir. Araştırma sonucunda, hizmet hatalarının
yaşandığı bir hizmet deneyimi sonucunda, genel olarak hizmet deneyiminden
duyulan memnuniyet üzerinde telafi sürecinden duyulan memnuniyet ve telafi
sürecine ilişkin adalet eğiliminin kısmen etkili olduğu görülmüştür. Öte
yandan, telafi memnuniyeti ve algılanan adaletin memnuniyeti etkilemesi
durumunda, müşterilerin işletmeye yönelik yeniden ziyaret etme ve tavsiye etme
davranışlarında önemli ölçüde bir değişikliğin ortaya çıkabileceği tespit
edilmiştir. Diğer taraftan, telafi sürecinden duyulan memnuniyetin, algılanan
adalet eğilimine kıyasla yüksek bir açıklama gücüne sahip olduğu görülmüştür. Araştırma
sonucunda teorik ve pratik yönlü öneriler ortaya konulmuştur.
Anahtar Kelimeler
Hizmet hatası telafi yöntemleri şikayet yönetimi adalet teorisi telafi memnuniyeti algılanan adalet
Kaynakça
- Adams, J. S. (1963). Towards an understanding of inequity. The Journal of Abnormal and Social Psychology, 67(5), 422.Adams, J. S. (1965). Inequity in social exchange. In Advances in experimental social psychology (Vol. 2, pp. 267-299). Academic Press.Akbulut, Y. (2010). Sosyal Bilimlerde SPSS Uygulamaları. İdeal Kültür Yayıncılık. İstanbul.Alabay, N. (2012). Müşteri Şikayetleri Yönetimi. Uluslar arası Yönetim İktisat ve İşletme Dergisi, 8(6), 137-158. Alfansi, L., Atmaja, F. T. (2009). Service Failure and Complaint Behaviour in the Public Hospital Industry. The Indonesian Experience. Journal of Nonprofit and Public Sector Marketing, 21(3), 309-325.Altunışık, R., Coşkun, R., Bayraktaroğlu, S., Yıldırım, E. (2012). Sosyal Bilimlerde Araştırma Yöntemleri SPSS Uygulamalı, Sakarya Yayıncılık, 7. Baskı, Sakarya. Amro, A., Sobh, M. A. (2014). The Role of Collective Angst during and after a service failue. Journal of Service Marketing, 28(3), 223-232.Argan, Tokay, M. (2014). E-Şikayetle İlgili Tanımlayıcı Bir Çalışma: Şikayet Formu Olarak Bir Web Sitesinin Sosyal Ağ Analizi. İnternet Uygulamaları ve Yönetimi, 5(1), 49-66. Ateke, B. W., Ogonu, G. C., Ishmael, E. C., Officer, M., & Harcourt, P. (2015). Perceived justice initiatives and customers’ post-complaint satisfaction in the fastfood industry. Journal of Marketing and Consumer Research, 14, 117-125.Bejou, D., Palmer, A. (1998). Service Failure and Loyalty: an exploratory empirical study of airline costumers. Journal of Service Marketing, 12(1), 7-22. Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. The Journal of Marketing, 71-84.Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. The Journal of Marketing, 95-106.Blodgett, J. G., Hill, D. J., Tax, S. S. (1997). The effects of distrubitive, procedural, and interactional justice on postcomplaint behaviour. Journal of Retailing, 73(2), 185-210. Blodgett, J. G., Granbois, D. H., & Walters, R. G. (1993). The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions. Journal of retailing, 69(4), 399-428.Boshoff, C. (1999). RECOVSAT, an instrument to measure satisfaction with transaction-specific service recovery. Journal of Service Research, 1(3), 236-249. Boshoff, C., & Staude, G. (2003). Satisfaction with service recovery: Its measurement and its outcomes. South African Journal of Business Management, 34(3), 9-16.Büyüköztürk, Ş., Çakmak Kılıç, E., Akgün, Ö. E., Karadeniz, Ş., Demirel, F. (2013). Bilimsel Araştırma Yöntemleri. Ankara: Pegem. Chang, D. S., Chung, J.-H. (2012). Risk evaluation of group package tour service failures that result in third-party complaints. Journal of Travel and Tourism Marketing, 29(8), 817-834. Chang, R. C. Y., Kivela, J., Mak, A. N. K. (2010). Food Preferences of Chinese Tourists. Annals of Tourism Research, 37(4), 989-1011.Chang, Y. W., & Chang, Y. H. (2010). Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services. Journal of Air Transport Management, 16(6), 340-342.Chebat, J. C., Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery stiuations: an empirical study. Journal of Business Research, 58, 664-673. Chih, W.-H., Wang, K.-Y., Hsu, L.-C., Cheng, I.-S. (2012). From disconfirmation to switching: an empirical investigation of switching intentions after service failure and recovery. The Service Industries Journal, 32(8), 1305-1321. Christopher, R. S., Voss, A. (2009). The effects of service failures and recovery on costumer loyalty in e-services. International Journal of Operations and Product Management., 29(8), 834-864. Chuang, S.C., Cheng, Y. H., Chang, C.J., Yang, S.W. (2012). 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Toplam 1 adet kaynakça vardır.
Ayrıntılar
| Birincil Dil | Türkçe |
|---|---|
| Bölüm | Makaleler |
| Yazarlar | |
| Yayımlanma Tarihi | 30 Kasım 2018 |
| Gönderilme Tarihi | 24 Temmuz 2018 |
| Yayımlandığı Sayı | Yıl 2018Cilt: 19 Sayı: 2 |
Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi Creative Commons Atıf-GayriTicari 4.0 Uluslararası Lisansı (CC BY NC) ile lisanslanmıştır.