Year 2020, Volume 2 , Issue 1, Pages 82 - 91 2020-03-30

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

Özer YILMAZ [1] , Hakan BOZ [2] , Erdoğan KOÇ [3]


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.
Service Marketing, Service Recovery, Service Recovery Paradox, Accommodation Sector
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Primary Language en
Subjects Social
Published Date Spring
Journal Section Articles
Authors

Orcid: 0000-0002-8207-8682
Author: Özer YILMAZ (Primary Author)
Institution: Bandırma Onyedi Eylül
Country: Turkey


Orcid: 0000-0002-9905-8573
Author: Hakan BOZ
Institution: USAK UNIVERSITY
Country: Turkey


Orcid: 0000-0003-3183-2574
Author: Erdoğan KOÇ
Institution: Emekli Öğretim Üyesi
Country: Turkey


Dates

Publication Date : March 30, 2020

Bibtex @research article { jeess690893, journal = {Journal of Empirical Economics and Social Sciences}, issn = {2667-7210}, address = {}, publisher = {Burak DARICI}, year = {2020}, volume = {2}, pages = {82 - 91}, doi = {}, title = {SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR}, key = {cite}, author = {Yılmaz, Özer and Boz, Hakan and Koç, Erdoğan} }
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 . Retrieved from https://dergipark.org.tr/en/pub/jeess/issue/53653/690893
MLA Yılmaz, Ö , Boz, H , Koç, E . "SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR" . Journal of Empirical Economics and Social Sciences 2 (2020 ): 82-91 <https://dergipark.org.tr/en/pub/jeess/issue/53653/690893>
Chicago Yılmaz, Ö , Boz, H , Koç, E . "SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR". Journal of Empirical Economics and Social Sciences 2 (2020 ): 82-91
RIS TY - JOUR T1 - SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR AU - Özer Yılmaz , Hakan Boz , Erdoğan Koç Y1 - 2020 PY - 2020 N1 - DO - T2 - Journal of Empirical Economics and Social Sciences JF - Journal JO - JOR SP - 82 EP - 91 VL - 2 IS - 1 SN - 2667-7210- M3 - UR - Y2 - 2020 ER -
EndNote %0 Uygulamalı Ekonomi ve Sosyal Bilimler Dergisi SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR %A Özer Yılmaz , Hakan Boz , Erdoğan Koç %T SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR %D 2020 %J Journal of Empirical Economics and Social Sciences %P 2667-7210- %V 2 %N 1 %R %U
ISNAD Yılmaz, Özer , Boz, Hakan , Koç, Erdoğan . "SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR". Journal of Empirical Economics and Social Sciences 2 / 1 (March 2020): 82-91 .
AMA Yılmaz Ö , Boz H , Koç E . SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR. Journal of Empirical Economics and Social Sciences. 2020; 2(1): 82-91.
Vancouver Yılmaz Ö , Boz H , Koç E . SERVICE RECOVERY PARADOX IN RESTRAINT CULTURES: AN IMPLEMENTATION IN TOURISM SECTOR. Journal of Empirical Economics and Social Sciences. 2020; 2(1): 82-91.