Araştırma Makalesi
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Behavioral Intentions in Service Recovery: A Meta-Analysis

Yıl 2024, Cilt: 25 Sayı: 3, 456 - 466, 29.07.2024

İlker Öztürk

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

Öz

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.

Anahtar Kelimeler

Meta-Analysis Service Recovery Behavioral Intentions

Kaynakça

  • 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

Yıl 2024, Cilt: 25 Sayı: 3, 456 - 466, 29.07.2024

İlker Öztürk

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

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

Meta Analiz Hizmet Telafisi Davranışsal Niyetler

Kaynakça

  • 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
Toplam 50 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Makaleler
Yazarlar

İlker Öztürk 0000-0002-7302-2337

Erken Görünüm Tarihi 25 Temmuz 2024
Yayımlanma Tarihi 29 Temmuz 2024
Gönderilme Tarihi 29 Ocak 2024
Kabul Tarihi 20 Mayıs 2024
Yayımlandığı Sayı Yıl 2024Cilt: 25 Sayı: 3

Kaynak Göster

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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