A Qualitative Study on Process Aspects of Complaining in Restaurants

ÖZDEMİR B., ÇALIŞKAN O., YILMAZ G.

JOURNAL OF CULINARY SCIENCE & TECHNOLOGY, cilt.13, sa.4, ss.330-361, 2015 (ESCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 13 Sayı: 4
  • Basım Tarihi: 2015
  • Doi Numarası: 10.1080/15428052.2015.1058204
  • Dergi Adı: JOURNAL OF CULINARY SCIENCE & TECHNOLOGY
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus, Academic Search Premier, Agricultural & Environmental Science Database, CAB Abstracts, Compendex, Food Science & Technology Abstracts, Hospitality & Tourism Complete, Hospitality & Tourism Index
  • Sayfa Sayıları: ss.330-361
  • Anahtar Kelimeler: complaint, qualitative research, recovery, service failure, voice, SERVICE FAILURES, CUSTOMER, BEHAVIOR, INTENTIONS, RESPONSES
  • Akdeniz Üniversitesi Adresli: Evet

Özet

This study aims at identifying the aspects of failure, recovery, and complaint processes in restaurant consumptions with a qualitative research approach. Texts in questionnaires collected from 95 Turkish consumers who both had negative experiences in restaurants and voiced their complaints to management were content-analyzed and the primary findings showed that respondents initially evaluate failures sourcing from food, service, and atmosphere based on two factors (failure severity and attribution); then they voice their complaints hierarchically, and may receive no response or a kind of response to their complaints, and finally they form their perceptions of justice which results in behavioral outcomes.