How Ready Are the Turkish Hospitality and Travel Organizations for E-Complaint Handling?

Yıl 2016, Cilt: 7 Sayı: 24, 75 - 94, 01.07.2016

Ferika Özer Sarı Özlem Aşman Alikılıç

https://doi.org/10.5824/1309-1581.2016.3.005.x

Öz

Main purpose of this study was to examine Turkish hospitality and travel organizations’ readiness level with e-complaint handling processes and to reveal their return intent to e-complaints. Although handling customer complaints online has become a strategic concern in hospitality and travel industries, we couldn’t attain any studies which compare sub categories of services in the context of e-complaints. Hence, the secondary aim was to contribute to the literature in this field. Data were collected from the online Turkish complaint site “Sikayetimvar.com” which has made customer feedback publicly available. For the airline sector 299 and for health-care sector 316 filed complaints were transferred into single documents as data for content analysis. Each dataset was coded. Then coded data were analyzed by using SPSS. Findings indicate that health-care and airline companies were more enthusiastic about a response than the lodging sector. Results of the paper bring up some implications for lodging sector.

Anahtar Kelimeler

e-Complaint Handling, e-WOM, e-CRM, Hospitality Organizations, Travel Organizations, Complaint Sites

Türkiye’deki Konaklama, Seyahat ve Sağlık İşletmeleri E-Şikayet Yönetimine Hazır mı?

Öz

Bu çalışmanın temel amacı, Türkiye’deki konaklama, seyahat ve sağlık kuruluşlarının e-şikayet yönetimine ne ölçüde hazır olduklarını incelemek ve e-şikayetleri yanıtlama eğilimlerini ortaya çıkarmaktır. Elektronik müşteri şikayetlerinin yönetilmesi konusu her ne kadar ağırlama ve seyahat endüstrileri için stratejik bir önem kazanmakta olsa da, literaturde hizmet sektörünün alt kategorilerinin e-şikayetler bağlamında karşılaştırıldığı bir çalışmaya rastlanmamıştır. Bu sebepie, çalışmanın ikincil amacı bu alanda literatüre katkıda bulunmaktır. Veriler müşteri yorumları kamuya açık olan çevrimiçi Türk şikayet sitesi "Sikayetimvar.com" dan sağlanmıştır. Havayolu sektöründen 299 ve sağlık sektöründen 316 şikayet, içerik analizi için veri olarak ayrı birer dokümana aktarılmıştır. Her veri kümesi kodlanmıştır. Kodlanmış veri SPSS kullanılarak analiz edilmiştir. Bulgular, sağlık ve havayolu işletmelerinin e-şikayetleri yanıtlamada konaklama işletmelerine nazaran daha hevesli olduklarını göstermektedir. Araştırma sonuçları konaklama sektörüne özel çıkarımlar ortaya koymaktadır.

Anahtar Kelimeler

e-Şikayet Yönetimi, e- Ağızdan Ağıza Pazarlama, e- Müşteri İlişkileri Yönetimi, Ağırlama İşletmeleri, Seyahat İşletmeleri, Şikayet Siteleri

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