Abstract
Bu çalışma Sivas ilinde verilen restoran hizmetlerindeki müşteri şikayet davranışlarını incelemektedir. Çalışmanın ana amaçları arasında müşterinin şikâyet davranışlarıyla yaş, cinsiyet ve eğitim durumları gibi demografik özellikleri arasındaki ilişkileri ortaya koymak ve söz konusu ilişkilerle bağlantılı şikâyet konularını vurgulamak bulunmaktadır. Araştırma 110 restoran müşterisi üzerinde yapılmıştır. Araştırma sonuçlarına göre, müşterilerin çoğu restorana bir daha gitmemek ve ağızdan ağıza olumsuz iletişim gibi şikâyet davranışları göstermişlerdir. Gerçekleşmiş müşteri şikâyeti literatürdeki örneklerine göre daha azdır. Diğer bir ifadeyle müşterilerin restoran yöneticileriyle memnuniyetsizlik konusundaki iletişimleri pasiftir. Yöneticiler araştırma sonuçları ışığında şikâyet stratejilerini gözden geçirmeli ve mevcut müşteri geri dönüş sistemini geliştirmelidir.
Keywords
References
- BLODGETT, Jeffrey G.; Kirk L. WAKEFIELD ve James H. BARNES (1995), ‘‘The Effect of Customer Service on Consumer Complaining Behaviour’’, Journal of Services Marketing, 9 (4), ss. 31-42.
- ENNEW, Christine T.; Ashish K. BANERJEE ve Derek LI; (2000), “Managing Word of Mouth Communication: Empirical Evidence from India”, Internal Journal of Bank Marketing, 18(2), ss.75-83.
- HEUNG, Vincent C.S. ve Terry LAM; (2003), “Customer Complaint Behaviour Towards Hotel Restaurant Services”, International Journal of Contenporary Hospitality Management, 15(5), ss.283-289.
- JACOBY Jacob ve James J. JACCARD (1981), The Sources, Meanings And Validity Of Consumer Complaint Behaviour: A Psychological Analysis, Journal of Retailing, 57(3): ss.4-24
- KAU, Ah-Keng ve Elizabeth Wan-Yiun LOH; (2006), “The Effects Of Service Recovery On Consumer Satisfaction: A Comparison Between Complainants And Non-Complainants”, Journal of Services Marke- ting, 20(2), ss.101-111.
- KILIÇ, Solmaz; (1998), Hizmet Pazarlamasında Müşteri Memnuniyeti, Ba- sılmamış Yüksel Lisans Tezi.
- KIM, Chulmin; Sounghie KIM; Subin IM ve Changhoon SHIN; (2003), “The Effect of Attitute and Perception On Consumer Complaint Intentions”, Journal of Consumer Marketing, 20(4), ss.352-371.
- KIVELA, Jaksa Jack; (1997), “Restaurant Marketing: Selection and Segmentation Contemporary Hospitally Management , 9(3), ss.116-123.
- International Journal of
- LAM, Shun Yin; Venkatesh SHANKAR; M. Krishna ERRAMILLI ve Bvsan MURTHY; (2004), “Customer Value, Satisfaction, Loyalty and Switching Costs: An Illustration From a Business to Business Service Context”, Journal of the Academy of Marketing Science, 32(3), ss.293-311.
- LE CLAIR, Kenneth A.; (1993), “Chinese Complaints Behaviour”, Journal of International Consumer Marketing, 5(4), ss.73-92.
- LEE, Shan-Chun; Sunita BARKER ve Jay KANDAMPULLY; (2003) “Technology, Service Quality and Customer Loyalty in Hotels: Australian Managerial Perspectives”, Managing Service Quality, 13(5), ss.423-432.
- MANIKAS, Peter A. ve Linda SHEA; (1997), “Hotel Complaint Behavior and Resolution: A Content Analysis”, Journal of Travel Research, 36/ (2), ss.68-73.
- MOWEN, John C.; (1993), Consumer Behaviour, Macmillan Publishing Company, New York.
- ÖZGÜL, Pelin; (2007), Müşteri Memnuniyet ve Müşteri Şikayetleri Üzerine Bir Alan Çalışması, Basılmamış Yüksek Lisans Tezi.
- NDUBISI, Nelson Oly ve Tam Yin LING; (2005), “Complaint Behaviour of Malaysian Consumers”, Management Research News, 29(1/2), ss. 65- 76.
- PHAU, Ian ve Riana Puspita SARI, (2004), “Engaging in Complaint Behaviour: An Indonesion Perspective”, Marketing Intelligence and Planning, 22(4), ss.407-426
- STANTON, William J.; Michael J. ETZEL, ve Bruce J. WALKER; (1994), Fundamentals of Marketing, 10.Baskı, McGraw-Hill.
Abstract
References
- BLODGETT, Jeffrey G.; Kirk L. WAKEFIELD ve James H. BARNES (1995), ‘‘The Effect of Customer Service on Consumer Complaining Behaviour’’, Journal of Services Marketing, 9 (4), ss. 31-42.
- ENNEW, Christine T.; Ashish K. BANERJEE ve Derek LI; (2000), “Managing Word of Mouth Communication: Empirical Evidence from India”, Internal Journal of Bank Marketing, 18(2), ss.75-83.
- HEUNG, Vincent C.S. ve Terry LAM; (2003), “Customer Complaint Behaviour Towards Hotel Restaurant Services”, International Journal of Contenporary Hospitality Management, 15(5), ss.283-289.
- JACOBY Jacob ve James J. JACCARD (1981), The Sources, Meanings And Validity Of Consumer Complaint Behaviour: A Psychological Analysis, Journal of Retailing, 57(3): ss.4-24
- KAU, Ah-Keng ve Elizabeth Wan-Yiun LOH; (2006), “The Effects Of Service Recovery On Consumer Satisfaction: A Comparison Between Complainants And Non-Complainants”, Journal of Services Marke- ting, 20(2), ss.101-111.
- KILIÇ, Solmaz; (1998), Hizmet Pazarlamasında Müşteri Memnuniyeti, Ba- sılmamış Yüksel Lisans Tezi.
- KIM, Chulmin; Sounghie KIM; Subin IM ve Changhoon SHIN; (2003), “The Effect of Attitute and Perception On Consumer Complaint Intentions”, Journal of Consumer Marketing, 20(4), ss.352-371.
- KIVELA, Jaksa Jack; (1997), “Restaurant Marketing: Selection and Segmentation Contemporary Hospitally Management , 9(3), ss.116-123.
- International Journal of
- LAM, Shun Yin; Venkatesh SHANKAR; M. Krishna ERRAMILLI ve Bvsan MURTHY; (2004), “Customer Value, Satisfaction, Loyalty and Switching Costs: An Illustration From a Business to Business Service Context”, Journal of the Academy of Marketing Science, 32(3), ss.293-311.
- LE CLAIR, Kenneth A.; (1993), “Chinese Complaints Behaviour”, Journal of International Consumer Marketing, 5(4), ss.73-92.
- LEE, Shan-Chun; Sunita BARKER ve Jay KANDAMPULLY; (2003) “Technology, Service Quality and Customer Loyalty in Hotels: Australian Managerial Perspectives”, Managing Service Quality, 13(5), ss.423-432.
- MANIKAS, Peter A. ve Linda SHEA; (1997), “Hotel Complaint Behavior and Resolution: A Content Analysis”, Journal of Travel Research, 36/ (2), ss.68-73.
- MOWEN, John C.; (1993), Consumer Behaviour, Macmillan Publishing Company, New York.
- ÖZGÜL, Pelin; (2007), Müşteri Memnuniyet ve Müşteri Şikayetleri Üzerine Bir Alan Çalışması, Basılmamış Yüksek Lisans Tezi.
- NDUBISI, Nelson Oly ve Tam Yin LING; (2005), “Complaint Behaviour of Malaysian Consumers”, Management Research News, 29(1/2), ss. 65- 76.
- PHAU, Ian ve Riana Puspita SARI, (2004), “Engaging in Complaint Behaviour: An Indonesion Perspective”, Marketing Intelligence and Planning, 22(4), ss.407-426
- STANTON, William J.; Michael J. ETZEL, ve Bruce J. WALKER; (1994), Fundamentals of Marketing, 10.Baskı, McGraw-Hill.
Details
| Primary Language | Turkish |
|---|---|
| Journal Section | Makaleler |
| Authors | |
| Publication Date | May 11, 2015 |
| Published in Issue | Year 2008 Issue: 31 |
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