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Year 2020, Volume: 2 Issue: 1, 82 - 91, 30.03.2020

Abstract

References

  • Adjei, L. N., Agyei, A, Cudjoue, B.A (2015) Assessing Customer Satisfaction With The Banking Industry In Ghana. The Case of Some Selected Banks in Obuasi Municipality, The International Journal of Social Sciences and Humanities Invention, 2 (5), pp.1350-1366 Baker, M. (2017). Service Failures and Recovery: Theories and Models in Service failures and recovery in tourism and hospitality: A practical manual (ed. E. Koç) CABI. United Kingdom Clark, G.L, Kaminski, P. F. & Rink, D. R. (1992),Consumer Complaints: Advice on How Companies Should Respond Based on an Empirical Study, Journal of Consumer Marketing, Vol. 9 Iss 3 pp. 5 – 14 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. Gold, M. S. & Bentler, P. M. (2000). Treatments of Missing Data: A Monte Carlo Comparison of RBHDI, Iterative Stochastic Regression Imputation, and Expectation-Maximization, Structural Equation Modeling: A Multidisciplinary Journal, 7:3, 319-355 Hocutt, M., Bowers, M. and Donovan, D. 2006. The art of service recovery: Fact or fiction?. The Journal of Services Marketing, 20(3): 199–207. Jones, T., Dacin, P. A., & Taylor, S. F. (2011). Relational damage and relationship repair: A new look at transgressions in service relationships. Journal of Service Research, 14(3), 318-339. Kahneman, D. (1979). Prospect theory: An analysis of decisions under risk. Econometrica, 47, 263-278. Kambur, E. (2018). Müşterilerin hizmet hatası ve hizmet telafisine yönelik algılarının demografik özellikler doğrultusunda tespit edilmesi. Akademik Bakış Uluslararası Hakemli Sosyal Bilimler Dergisi, (69), 49-68. Kim H.J. (2017) Memorable Service Experiences: A Service Failure and Recovery Perspective, in Service Failures and Recovery in Tourism and Hospitality: A Practical Manual. 56-69 Koc, E. (2013). Power distance and its implications for upward communication and empowerment: Crisis management and recovery in hospitality services. The International Journal of Human Resource Management, 24(19), 3681-3696. Koc, E., Ar, A. A., & Aydin, G. (2017). The potential implications of indulgence and restraint on service encounters in tourism and hospitality. Ecoforum Journal, 6(3).1-6 Koc, E., , Aydın, G & Boz, H. (2017). Emotions and Emotional Abilities in Service Failures and Recovery. in Service Failures and Recovery in Tourism and Hospitality: A Practical Manual. 42-55. Koc, E., Boz, H., & Boz, B. (2019). The Influence of Employee Attractiveness on Service Recovery Paradox: Facial Recognition and Eye Tracker Analyses. BRAIN. Broad Research in Artificial Intelligence and Neuroscience, 10(3), 96-105. Koc, E.. (2019a). Emotional Intelligence in Tourism and Hospitality. CABI: Wallingford, Oxford. Koç, E. (2019b). Hizmet pazarlaması ve yönetimi. Baskı 3, Ankara: Seçkin Yayınları. Kültür ve Turizm Bakanlığı (2018) Turizm İstatistikleri http://yigm.kulturturizm.gov.tr/TR-9851/turizm-istatistikleri.html Maxham III, J. G., & Netemeyer, R. G. (2002). A longitudinal study of complaining customers’ evaluations of multiple service failures and recovery efforts. Journal of Marketing, 66(4), 57-71. McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121-137. McDougall, G. & Levesque, T. (2000) "Customer satisfaction with services: putting perceived value into the equation", Journal of Services Marketing, 14 (5), 392-410, https://doi.org/10.1108/08876040010340937 Michel, S., & Meuter, M. L. (2008). The service recovery paradox: true but overrated?. International Journal of Service Industry Management, 19(4), 441-457. Minkov, M. and Hofstede, G. (2012) Hofstede’s Fifth Dimension: New Evidence from the World Values Survey. Journal of Cross-Cultural Psychology, 43, 2-14. http://dx.doi.org/10.1177/0022022110388567 Minkov, M., & Hofstede, G. (2012). Hofstede’s fifth dimension: New evidence from the World Values Survey. Journal of cross-cultural psychology, 43(1), 3-14. Önden, A., & Calli, M. K. (2018) Markaların Sosyal Medya Yardım Masası Hesaplarına Yapılan Şikayetlerin Analizi: Yüksek Teknoloji Ürünleri Üzerine Bir Çalışma. İşletme Araştırmaları Dergisi, 10 (4), 554-574 Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: paradox or peril?. Journal of Service Research, 1(1), 65-81. 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. Tabachnick, B. G., & Fidell, L. S. (2013). Using Multivariate Statistics (sixth edition) . Perason Education Inc. Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing, 62(2), 60-76. TÜRSAB (2018). Turizm İstatistikleri, https://www.tursab.org.tr/istatistikler erişim 05.03.2018 Verduyn, P., & Lavrijsen, S. (2015). Which emotions last longest and why: The role of event importance and rumination. Motivation and Emotion, 39(1), 119-127. Yağcı, M. İ., & Doğrul, Ü. (2015). Hakkaniyet Teorisi Çerçevesinde Tüketicilerin Hizmet Telafilerini Değerlendirme Süreci: Kavramsal Bir İnceleme. Cag University Journal of Social Sciences, 12(2).1-22 Yılmaz, Ö (2014). İlişkisel Pazarlama Faaliyetlerinin Ağızdan Ağıza Iletişim (WOM) Yaratma Üzerine Etkisi: Bankacılık Sektörüne İlişkin Bir Alan Araştırması Doktora Tezi, Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü, İşletme Anabilim Dalı, Balıkesir

SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR

Year 2020, Volume: 2 Issue: 1, 82 - 91, 30.03.2020

Abstract

The features of services that distinguish them from tangible goods, increase the likelihood of failures in the delivery of them during service encounters. Although the service businesses make an effort to provide full service to increase the client satisfaction and pleasure, due to either business or client related reasons, they might provide insufficient service.
In this research, it has been studied if the service recovery paradox, which claims that in the case when a failure a client faces is recovered by the business, the client is more satisfied than the case when the client has never faced a failure, is effective on the clients who come from the culture of restraint and have a higher probability to remember the negative experiences. In the research, data were collected from 309 Russian tourists who were on vacation in Antalya through questionnaires with different scenarios. Levene Tests, One Way Variant analysis and Post-Hoc tests have been used for testing the related hypothesis,
According to the analysis, following the service recovery, the level of satisfaction and Word of Mouth tendencies of the tourists who come from restraint cultures, are lower than the ones who never faced a service failure. The findings show that the recovery of the service failures by the businesses might not provide the desired results in a restraint culture. Therefore, businesses need to be more careful while providing service for clients who come from restraint cultures and provide accurate service at first.

References

  • Adjei, L. N., Agyei, A, Cudjoue, B.A (2015) Assessing Customer Satisfaction With The Banking Industry In Ghana. The Case of Some Selected Banks in Obuasi Municipality, The International Journal of Social Sciences and Humanities Invention, 2 (5), pp.1350-1366 Baker, M. (2017). Service Failures and Recovery: Theories and Models in Service failures and recovery in tourism and hospitality: A practical manual (ed. E. Koç) CABI. United Kingdom Clark, G.L, Kaminski, P. F. & Rink, D. R. (1992),Consumer Complaints: Advice on How Companies Should Respond Based on an Empirical Study, Journal of Consumer Marketing, Vol. 9 Iss 3 pp. 5 – 14 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. Gold, M. S. & Bentler, P. M. (2000). Treatments of Missing Data: A Monte Carlo Comparison of RBHDI, Iterative Stochastic Regression Imputation, and Expectation-Maximization, Structural Equation Modeling: A Multidisciplinary Journal, 7:3, 319-355 Hocutt, M., Bowers, M. and Donovan, D. 2006. The art of service recovery: Fact or fiction?. The Journal of Services Marketing, 20(3): 199–207. Jones, T., Dacin, P. A., & Taylor, S. F. (2011). Relational damage and relationship repair: A new look at transgressions in service relationships. Journal of Service Research, 14(3), 318-339. Kahneman, D. (1979). Prospect theory: An analysis of decisions under risk. Econometrica, 47, 263-278. Kambur, E. (2018). Müşterilerin hizmet hatası ve hizmet telafisine yönelik algılarının demografik özellikler doğrultusunda tespit edilmesi. Akademik Bakış Uluslararası Hakemli Sosyal Bilimler Dergisi, (69), 49-68. Kim H.J. (2017) Memorable Service Experiences: A Service Failure and Recovery Perspective, in Service Failures and Recovery in Tourism and Hospitality: A Practical Manual. 56-69 Koc, E. (2013). Power distance and its implications for upward communication and empowerment: Crisis management and recovery in hospitality services. The International Journal of Human Resource Management, 24(19), 3681-3696. Koc, E., Ar, A. A., & Aydin, G. (2017). The potential implications of indulgence and restraint on service encounters in tourism and hospitality. Ecoforum Journal, 6(3).1-6 Koc, E., , Aydın, G & Boz, H. (2017). Emotions and Emotional Abilities in Service Failures and Recovery. in Service Failures and Recovery in Tourism and Hospitality: A Practical Manual. 42-55. Koc, E., Boz, H., & Boz, B. (2019). The Influence of Employee Attractiveness on Service Recovery Paradox: Facial Recognition and Eye Tracker Analyses. BRAIN. Broad Research in Artificial Intelligence and Neuroscience, 10(3), 96-105. Koc, E.. (2019a). Emotional Intelligence in Tourism and Hospitality. CABI: Wallingford, Oxford. Koç, E. (2019b). Hizmet pazarlaması ve yönetimi. Baskı 3, Ankara: Seçkin Yayınları. Kültür ve Turizm Bakanlığı (2018) Turizm İstatistikleri http://yigm.kulturturizm.gov.tr/TR-9851/turizm-istatistikleri.html Maxham III, J. G., & Netemeyer, R. G. (2002). A longitudinal study of complaining customers’ evaluations of multiple service failures and recovery efforts. Journal of Marketing, 66(4), 57-71. McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121-137. McDougall, G. & Levesque, T. (2000) "Customer satisfaction with services: putting perceived value into the equation", Journal of Services Marketing, 14 (5), 392-410, https://doi.org/10.1108/08876040010340937 Michel, S., & Meuter, M. L. (2008). The service recovery paradox: true but overrated?. International Journal of Service Industry Management, 19(4), 441-457. Minkov, M. and Hofstede, G. (2012) Hofstede’s Fifth Dimension: New Evidence from the World Values Survey. Journal of Cross-Cultural Psychology, 43, 2-14. http://dx.doi.org/10.1177/0022022110388567 Minkov, M., & Hofstede, G. (2012). Hofstede’s fifth dimension: New evidence from the World Values Survey. Journal of cross-cultural psychology, 43(1), 3-14. Önden, A., & Calli, M. K. (2018) Markaların Sosyal Medya Yardım Masası Hesaplarına Yapılan Şikayetlerin Analizi: Yüksek Teknoloji Ürünleri Üzerine Bir Çalışma. İşletme Araştırmaları Dergisi, 10 (4), 554-574 Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: paradox or peril?. Journal of Service Research, 1(1), 65-81. 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. Tabachnick, B. G., & Fidell, L. S. (2013). Using Multivariate Statistics (sixth edition) . Perason Education Inc. Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing, 62(2), 60-76. TÜRSAB (2018). Turizm İstatistikleri, https://www.tursab.org.tr/istatistikler erişim 05.03.2018 Verduyn, P., & Lavrijsen, S. (2015). Which emotions last longest and why: The role of event importance and rumination. Motivation and Emotion, 39(1), 119-127. Yağcı, M. İ., & Doğrul, Ü. (2015). Hakkaniyet Teorisi Çerçevesinde Tüketicilerin Hizmet Telafilerini Değerlendirme Süreci: Kavramsal Bir İnceleme. Cag University Journal of Social Sciences, 12(2).1-22 Yılmaz, Ö (2014). İlişkisel Pazarlama Faaliyetlerinin Ağızdan Ağıza Iletişim (WOM) Yaratma Üzerine Etkisi: Bankacılık Sektörüne İlişkin Bir Alan Araştırması Doktora Tezi, Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü, İşletme Anabilim Dalı, Balıkesir
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Details

Primary Language English
Journal Section Articles
Authors

Özer Yılmaz 0000-0002-8207-8682

Hakan Boz 0000-0002-9905-8573

Erdoğan Koç 0000-0003-3183-2574

Publication Date March 30, 2020
Published in Issue Year 2020 Volume: 2 Issue: 1

Cite

APA Yılmaz, Ö., Boz, H., & Koç, E. (2020). SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR. Journal of Empirical Economics and Social Sciences, 2(1), 82-91.