A Qualitative Study on Process Aspects of Complaining in Restaurants
JOURNAL OF CULINARY SCIENCE & TECHNOLOGY, vol.13, no.4, pp.330-361, 2015 (ESCI, Scopus)
- Publication Type: Article / Article
- Volume: 13 Issue: 4
- Publication Date: 2015
- Doi Number: 10.1080/15428052.2015.1058204
- Journal Name: JOURNAL OF CULINARY SCIENCE & TECHNOLOGY
- Journal Indexes: 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
- Page Numbers: pp.330-361
- Keywords: complaint, qualitative research, recovery, service failure, voice, SERVICE FAILURES, CUSTOMER, BEHAVIOR, INTENTIONS, RESPONSES
- Open Archive Collection: AVESIS Open Access Collection
- Akdeniz University Affiliated: Yes
Abstract
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.