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The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants

Year 2021, Volume , Issue , 0 - 0, 28.07.2021
https://doi.org/10.30519/ahtr.907743

Abstract

In this study, the aim is to examine the service failures encountered in restaurants and the recovery efforts that consumers expect in response to service failures in the context of cultural values. A qualitative research approach was adopted, and data were collected from nine tourist guides through semi-structured interviews. Content analysis was used for data analysis. The results show that service failures are categorized as (a) failures in the kitchen, (b) failures in the presentation of services, and (c) general failures while service recoveries are categorized as (i) compensatory responses, (ii) empathetic responses, and (iii) corrective responses. As the results indicate, Turkish tourists care more about failures in the kitchen. Contrary to this, American tourists care more about failures in the presentation of services. Furthermore, Turkish tourists expect compensatory and corrective responses in kitchen-based failures, on the other hand, American tourists expect compensatory responses.

References

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Year 2021, Volume , Issue , 0 - 0, 28.07.2021
https://doi.org/10.30519/ahtr.907743

Abstract

References

  • Andreassen, T. W. (2000). Antecedents to satisfaction with service recovery. European Journal of Marketing, 34(1-2), 156-175. https://doi.org/10.1108/03090560010306269
  • Azungah, T. (2018). Qualitative research: Deductive and inductive approaches to data analysis. Qualitative Research Journal, 18(4), 383-400. https://doi.org/10.1108/QRJ-D-18-00035
  • Bailey, D. (1994). Service recovery: Aten-stage approach in the training of front-line staff. Training & Management Development Methods, 8(4), 17-21.
  • Bambauer-Sachse, S., & Rabeson, L. E. (2015a). Service recovery for moderate and high involvement services. Journal of Services Marketing, 29(5), 331-343. https://doi.org/10.1108/JSM-05-2014-0155
  • Bambauer-Sachse, S., & Rabeson, L. E. (2015b). Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility. Journal of Retailing and Consumer Services, 22, 117-127. https://doi.org/10.1016/j.jretconser.2014.08.001
  • Barakat, L. L., Ramsey, J. R., Lorenz, M. P., & Gosling, M. (2015). Severe service failure recovery revisited: Evidence of its determinants in an emerging market context. International Journal of Research in Marketing, 32(1), 113-116. https://doi.org/10.1016/j.ijresmar.2014.10.001
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  • Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185-210.
  • Braun, V., & Clarke, V. (2006). Using Thematic Analysis in Psychology. Qualitative research in psychology, 3, 77-101. https://doi.org/10.1191/1478088706qp063oa
  • Caber, M., Yilmaz, G., Kilicarslan, D., & Öztürk, A. (2018). The effects of tour guide performance and food involvement on food neophobia and local food consumption intention. International Journal of Contemporary Hospitality Management, 30(3), 1472-1491. https://doi.org/10.1108/IJCHM-02-2017-0080
  • Carr, N. (2002). A comparative analysis of the behaviour of domestic and international young tourists. Tourism Management, 23(3), 321-325.
  • Chen, P., & Kim, Y. G. (2019). Role of the perceived justice of service recovery: A comparison of first-time and repeat visitors. Tourism and Hospitality Research, 19(1), 98-111. https://doi.org/10.1177/1467358417704885
  • Chua, B. L., Othman, M., Boo, H. C., Abkarim, M. S., & Ramachandran, S. (2010). Servicescape failure and recovery strategy in the food service industry: The effect on customer repatronization. Journal of Quality Assurance in Hospitality & Tourism, 11(3), 179-198. https://doi.org/10.1080/1528008X.2010.483419
  • Clark, M. N., Adjei, M. T., & Yancey, D. N. (2009). The impact of service fairness perceptions on relationship quality. Services Marketing Quarterly, 30(3), 287-302. https://doi.org/10.1080/15332960902993577
  • Crotts, J., & Erdmann, R. (2002). Does national culture influence consumers’ evaluation of travel services? A test of Hofstede’s modle of cross-cultural differences. Managing Service Quality, 10(5), 410-419.
  • Crotts, J., & Pizam, A. (2003). The effect of national culture on consumers' evaluation of travel services. Tourism Culture & Communication, 4(1), 17-28. https://doi.org/10.3727/109830403108750786
  • de Mooij, M. (2000). Viewpoint: the future is predictable for international marketers: Converging incomes leadto diverging consumer behavior. International Marketing Review, 17(2), 103-113. https://doi.org/10.1108/02651330010322598
  • Duffy, J. A. M., Miller, J. M., & Bexley, J. B. (2006). Banking customers' varied reactions to service recovery strategies. International Journal of Bank Marketing, 24(2), 112-132. https://doi.org/10.1108/02652320610649923
  • Elo, S., Kääriäinen, M., Kanste, O., Pölkki, T., Utriainen, K., & Kyngäs, H. (2014). Qualitative content analysis: A focus on trustworthiness. SAGE Open, 4(1), 1-10. https://doi.org/10.1177/2158244014522633
  • Etzel, M. J., & Silverman, B. I. (1981). A managerial perspective on directions for retail customer dissatisfaction research. Journal of Retailing, 57(3), 124-136.
  • Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10(4), 398-409. https://doi.org/10.1086/208978
  • Ford, D. P., Connelly, C. E., & Meister, D. B. (2003). Information systems research and Hofstede's culture's consequences: An uneasy and incomplete partnership. IEEE Transactions on Engineering Management, 50(1), 8-25. https://doi.org/10.1109/TEM.2002.808265
  • Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research, 24(4), 337-346. https://doi.org/10.1177/002224378702400401
  • Fu, Y., & Mount, D. (2007). Hotel guests cumulative satisfaction updating process in the context of service failure and service recovery. International Journal of Hospitality and Tourism Administration, 8(1), 77-98. https://doi.org/10.1300/J149v08n01_05
  • Gilbert, D., & Tsao, J. (2000). Exploring chinese cultural influences and hospitality marketing relationships. International Journal of Contemporary Hospitality Management, 12(1), 45-54. https://doi.org/10.1108/09596110010305037
  • Gilly, M. C. (1987). Postcomplaint processes: From organizational response to repurchase behavior. Journal of Consumer Affairs, 21(2), 293-313. https://doi.org/10.1111/j.1745-6606.1987.tb00204.x
  • Gutek, B. A., Cherry, B., Bhappu, A. D., Schneider, S., & Woolf, L. (2000). Features of service relationships and encounters. Work and Occupations, 27(3), 319-352. https://doi.org/10.1177/0730888400027003004
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Details

Primary Language English
Subjects Hospitality Leisure Sport and Tourism
Journal Section Research Article
Authors

Mustafa ÜLKER (Primary Author)
ERCİYES ÜNİVERSİTESİ, TURİZM FAKÜLTESİ
0000-0001-7824-605X
Türkiye


Ramazan Pars ŞAHBAZ
ANKARA HACI BAYRAM VELI UNIVERSITY
0000-0002-7946-6625
Türkiye


Kurtuluş KARAMUSTAFA
ERCIYES UNIVERSITY
0000-0002-6581-6276
Türkiye

Supporting Institution Scientific Research Project Coordination Unit of Erciyes University
Project Number SDK-2020-10458
Publication Date July 28, 2021
Application Date April 1, 2021
Acceptance Date September 9, 2021
Published in Issue Year 2021, Volume , Issue

Cite

Bibtex @research article { ahtr907743, journal = {Advances in Hospitality and Tourism Research (AHTR)}, issn = {2147-9100}, eissn = {2148-7316}, address = {Akdeniz University, Tourism Faculty Dumlupınar Boulevard Post Code: 07058 Campus ANTALYA, TURKEY}, publisher = {Akdeniz University}, year = {2021}, volume = {}, pages = {0 - 0}, doi = {10.30519/ahtr.907743}, title = {The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants}, key = {cite}, author = {Ülker, Mustafa and Şahbaz, Ramazan Pars and Karamustafa, Kurtuluş} }
APA Ülker, M. , Şahbaz, R. P. & Karamustafa, K. (2021). The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants . Advances in Hospitality and Tourism Research (AHTR) , , 0-0 . DOI: 10.30519/ahtr.907743
MLA Ülker, M. , Şahbaz, R. P. , Karamustafa, K. "The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants" . Advances in Hospitality and Tourism Research (AHTR) (2021 ): 0-0 <https://dergipark.org.tr/en/pub/ahtr/issue/59492/907743>
Chicago Ülker, M. , Şahbaz, R. P. , Karamustafa, K. "The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants". Advances in Hospitality and Tourism Research (AHTR) (2021 ): 0-0
RIS TY - JOUR T1 - The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants AU - Mustafa Ülker , Ramazan Pars Şahbaz , Kurtuluş Karamustafa Y1 - 2021 PY - 2021 N1 - doi: 10.30519/ahtr.907743 DO - 10.30519/ahtr.907743 T2 - Advances in Hospitality and Tourism Research (AHTR) JF - Journal JO - JOR SP - 0 EP - 0 VL - IS - SN - 2147-9100-2148-7316 M3 - doi: 10.30519/ahtr.907743 UR - https://doi.org/10.30519/ahtr.907743 Y2 - 2021 ER -
EndNote %0 Advances in Hospitality and Tourism Research (AHTR) The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants %A Mustafa Ülker , Ramazan Pars Şahbaz , Kurtuluş Karamustafa %T The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants %D 2021 %J Advances in Hospitality and Tourism Research (AHTR) %P 2147-9100-2148-7316 %V %N %R doi: 10.30519/ahtr.907743 %U 10.30519/ahtr.907743
ISNAD Ülker, Mustafa , Şahbaz, Ramazan Pars , Karamustafa, Kurtuluş . "The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants". Advances in Hospitality and Tourism Research (AHTR) / (July 2021): 0-0 . https://doi.org/10.30519/ahtr.907743
AMA Ülker M. , Şahbaz R. P. , Karamustafa K. The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. Advances in Hospitality and Tourism Research (AHTR). 2021; 0-0.
Vancouver Ülker M. , Şahbaz R. P. , Karamustafa K. The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. Advances in Hospitality and Tourism Research (AHTR). 2021; 0-0.
IEEE M. Ülker , R. P. Şahbaz and K. Karamustafa , "The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants", Advances in Hospitality and Tourism Research (AHTR), pp. 0-0, Jul. 2021, doi:10.30519/ahtr.907743


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