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Tüketicilerin Affetme Davranışı ve Kişisel Yeniliğin Hizmet Çıktısı Olarak Değiştirme Niyetine Etkisi: Online Yemek Satış Siteleri Üzerine Bir Uygulama

Yıl 2023, Cilt: 8 Sayı: 22, 795 - 807, 28.10.2023
https://doi.org/10.25204/iktisad.1329765

Öz

Bu çalışma, hizmet başarısızlığına bir yanıt olarak duygusal ve kararsal affetme ve kişisel yeniliğin hizmet sağlayıcıyı değiştirme niyeti üzerindeki etkisini araştırmayı amaçlamaktadır. Çalışmada nicel yöntem kullanılmıştır. Veriler 339 katılımcıdan online anket aracılığıyla toplanmıştır. Demografik verilerin analizinde SPSS 23 paket programı kullanılmıştır. Hipotezler Smart-PLS paket programları ile test edilmiştir. Çalışma sonucunda karasal affetme ve kişisel yeniliğin tüketicilerin hizmet çıktısı değiştirme niyeti üzerinde olumlu etkisi olduğu sonucuna ulaşılmıştır. Duygusal affetme davranışının ise tüketicilerin hizmet çıktısı değiştirme niyeti üzerinde olumlu etkisi olmadığı sonucuna ulaşılmıştır. Çalışma, hizmet hatası olaylarının yorumlanması, tüketicilerin kişisel yenilikleri ve tüketici affediciliğinin rolünün anlaşılmasına katkıda bulunmaktadır. Elde edilen bulgular uygulayıcıların artan rekabete karşı müşteri sadakati sağlayabilmeleri açısından uygun stratejiler geliştirebilmelerine yönelik çıkarımlar sağlayabilecektir.

Kaynakça

  • Anderson, J. C. ve Gerbing, D. W. (1988). Structural equation modelling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411
  • Bhattacherjee, A., Limayem, M. ve Cheung, C. M. K. (2012). User switching of information technology: A theoretical synthesis and empirical test. Information & Management, 49(7-8), 327-333. https://doi.org/10.1016/j.im.2012.06.002
  • Chen, J., Ishii, M., Bater, K. L., Darrach, H., Liao, D., Huynh, P. P., Reh, I. P., Nellis, J. C., Kumar, A. R. ve Ishii, L. E. (2019). Association Between the Use of Social Media and Photograph Editing Applications, Self-esteem, and Cosmetic Surgery Acceptance. JAMA Facial Plast Surg, 21(5), 361-367. https://doi.org/10.1001/jamafacial.2019.0328
  • Çakır, S. F. (2020). Kısmi en Küçük Kareler Yapısal Eşitlik Modellemesi (PLS-SEM) Smart PLS 3.2. Uygulamaları, Gazi Kitapevi, Ankara.
  • Deligöz, K. ve Kömeç, M. (2023). İntikam arzusu ve faydacı tüketimin affetme davranışı üzerindeki etkisi. İşletme Araştırmaları Dergisi, 15(1), 420-436.
  • Enright, R. D. (1996). Counseling within the forgiveness friad: Onforgiving, receiving, forgiveness and self-forgiveness. Counseling and Values, 4, 107-126. https://doi.org/10.1002/j.2161-007X.1996.tb00844.x
  • Enright, R. D. ve Fitzgibbons, R. P. (2000). Helping clients forgive: An empirical guide for resolving anger and restoring hope. American Psychological Association. https://doi.org/10.1037/10381-000
  • Flynn, L. R. ve Goldsmith, R. E. (1999). A Short, Reliable Measure of Subjective Knowledge. Journal of Business Research, 46(1), 57-66. https://doi.org/10.1016/S0148-2963(98)00057-5
  • Ghasemy, M., Teeroovengadum, V., Becker, J. M. ve Ringle, C. M. (2020). This fast car can move faster: A review of PLS-SEM application in higher education research. Higher Education, 80(6), 1121-1152. https://doi.org/10.1007/s10734-020-00534-1
  • Hair Jr, J. F., Hult, G. T. M., Ringle, C. M. ve Sarstedt, M. (2021). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications. https://doi.org/10.1007/978-3-030-80519-7
  • Hair, J. F., Gabriel, M. L. D. da S. ve Patel, V. K. (2014). Amos covariance-based structural equation mod-eling (CB-SEM): Guidelines on its application as a marketing research tool. ReMark -Revista Brasileira de Marketing, 13(2), 44–55. https://doi.org/10.5585/remark.v13i2.2718
  • Hair, J. F., Risher, J. J., Sarstedt, M. ve Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31, 2–24. https://doi.org/10.1108/EBR-11-2018-0203
  • Hair, J. F., Sarstedt, M., Ringle, C. M. ve Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433. https://doi.org/10.1007/s11747-011-0261-6
  • Henseler, J., Hubona, G. ve Ray, P. (2016). Using PLS path modeling in new technol- ogy research: updated guidelines. Industrial Management & Data Systems. 116(1), 2–20. https://doi.org/10.1108/IMDS-09-2015-0382
  • Henseler, J., Ringle, C. ve Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
  • Hooper, D., Coughlan, J. ve Mullen, M. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6(1), 53-60.
  • Huang, Z. ve Chang, Z. P. (2020). Online service recovery, consumer forgiveness and sustained trust: Based on the test of mediating and moderating effects. Bus. Econom. 4, 97–99.
  • Hussain, S., Seet, P. S., Ryan, M., Iranmanesh, M., Cripps, H. ve Salam, A. (2022). Determinants of switching intention in the electricity markets: An integrated structural model approach. Journal of Retailing and Consumer Services, 69, 1-13. https://doi.org/10.1016/j.jretconser.2022.103094
  • Iacobucci, D., Ostrom, A. ve Grayson, K. (1995). Distinguishing service quality and customer satisfaction: The voice of the consumer. Journal of Consumer Psychology, 4(3), 277-303. https://doi.org/10.1207/s15327663jcp0403_04
  • Kılıçer, K. ve Odabaşı, H. K. (2010). Bireysel yenilikçilik ölçeği (BYÖ): Türkçeye uyarlama, geçerlik ve güvenirlik çalışması. Hacettepe Üniversitesi Eğitim Fakültesi Dergisi, 38, 150-164.
  • Kuo, Y. F. ve Yen, S. N. (2009). Towards an understanding of the behavioral intention to use 3G mobile value-added services. Computers in Human Behavior, 25(1), 103-110. https://doi.org/10.1016/j.chb.2008.07.007
  • Lin, C. Y. ve Chou, E. Y. (2022). Investigating the role of customer forgiveness following a double deviation, Journal of Services Marketing, 36(8), 1042-1057. https://doi.org/10.1108/JSM-04-2021-0112
  • Lowry, P. ve Gaskin, J. (2014). Partial least squares (PLS) structural equation modeling (SEM) for building and testing behavioral causal theory: When to choose it and how to use it. IEEE Transactions on Professional Communication, 57(2), 123–146. https://doi.org/10.1109/TPC.2014.2312452
  • Ma, K., Zhong, X. ve Hou, G. (2020). Gaining satisfaction: the role of brand equity orientation and failure type in service recovery. European Journal of Marketing, 54(10), 2317-2342. https://doi.org/10.1108/EJM-06-2019-0542
  • Mccullough, M. E., Rachal, K. C., Sandage, S. J., Worthington, E. L., Brown, S. W. ve Hight, T. L. (1998). Interpersonal forgiving in close relationships: II. theoretical elaboration and measurement. Journal of Personality and Social Psychology, 75, 1586–1603. https://doi.org/10.1037/0022-3514.75.6.1586
  • Naqvi, M., Li, S., Jiang, Y. ve Naqvi, M. H. A. (2019). The rise of social networking sites. Asia Pacific Journal of Marketing and Logistics, 32(1), 232-252. https://doi.org/10.1108/APJML-01-2019-0029
  • Netemeyer, R. G., Bearden, W. O. ve Sharma, S. (2003). Scaling procedures: Issues and applications. SAGE Publications, Thousand Oaks, California. https://doi.org/10.4135/9781412985772
  • Ogbeibu, S., Senadjki, A., Emelifeonwu, J., Gaskin, J. ve Pereira, V. (2021). Augmenting environmental sustainability through the exchange of green creative ideas–evidence from an emerging economy. Sustainable Production and Consumption, 26, 275-287. https://doi.org/10.1016/j.spc.2020.10.007
  • Özden, A. T. (2020). The relationship between consumers’ tendency to forgive and their brand loyalty: A new strategy proposal. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 11(Ek), 134-149. https://doi.org/10.21076/vizyoner.716084
  • Ringle, C., Sarstedt, M., Mitchell, R. ve Gudergan, S. (2018). Partial least squares struc- tural equation modeling in HRM research. The International Journal of Human Resource Management, 31(12). 1–27. https://doi.org/10.1080/09585192.2017.1416655
  • Rogers, E. M. (2010). Diffusion of innovations. Simon and Schuster.
  • Sarstedt, M., Hair, J., Ringle, C., Thiele, K. ve Gudergan, S. (2016). Estimation issues with PLS and CBSEM: Where the bias lies!. Journal of Business Research, 69(10), 3998–4010. https://doi.org/10.1016/j.jbusres.2016.06.007
  • Sarstedt, M., Ringle, C. M ve Hair, J. F. (2017). Partial Least Squares Structural Equation Modelling. In book: Handbook of Market Research. Christian Homburg, Martin Klarmann ve Arnd Vomberg (Ed.), Springer. https://doi.org/10.1007/978-3-319-05542-8_15-1
  • Smith, A. K., Bolton, R. N. ve Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356-372. https://doi.org/10.1177/002224379903600305
  • Sun, N. J. ve Sun, Y. X. (2021). Service recovery, empathy and consumer forgiveness: Model construction and demonstration from the perspective of attribution theory. Forecasts, 30–35.
  • Şimşek, M. Ş. (2002). Yönetim ve Organizasyon, Günay Ofset, Konya.
  • Tsarenko, Y. ve Tojib, D. (2012). The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes. Journal of Marketing Management, 28(9-10), 1217-1239. https://doi.org/10.1080/0267257X.2011.619150
  • Umar, R. M. ve Saleem, S. (2022). Employee emotional competence and service recovery satisfaction: The mediating role of consumer forgiveness. British Food Journal, 124(13), 445-459. https://doi.org/10.1108/BFJ-04-2022-0386
  • Uzkurt, C. (2008), Pazarlamada değer yaratma aracı olarak yenilik yönetimi ve yenilikçi örgüt kültürü. Beta Yayıncılık, İstanbul.
  • Van Vaerenbergh, Y., Varga, D., De Keyser, A. ve Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119. https://doi.org/10.1177/1094670518819852
  • Wei, C., Liu, M. W. ve Keh, H. T. (2020). The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery. Journal of Business Research. 118(C), 321–334. https://doi.org/10.1016/j.jbusres.2020.06.061
  • Worthington, Jr. E. L. ve Scherer, M. (2004). Forgiveness is an emotion-focused coping strategy that can reduce health risk and promote health resilience: Theory, review, and hypotheses. Psychology and Health, 19(3), 385–405. https://doi.org/10.1080/0887044042000196674
  • Xie, Y. ve Peng, S. (2009). How to repair customer trust after negative publicity: the roles of competence, integrity, benevolence, and forgiveness. Psychology and Marketing, 26(7), 572-589. https://doi.org/10.1002/mar.20289
  • Ye, D., Liu, F., Cho, D. ve Jia, Z. (2022). Investigating switching intention of e-commerce live streaming users, HELIYON, 8(10), 1-14. https://doi.org/10.1016/j.heliyon.2022.e11145
  • Yılmaz, Ö. D. (2014). Algılanan mağduriyetin affetme eğilimi ve intikam niyeti üzerindeki etkisi: Konaklama işletmeleri çalışanlarına yönelik bir araştırma. Afyon Kocatepe Üniversitesi İİBF Dergisi, 1, 87-105. https://doi.org/10.5578/jeas.7489
  • Yuan, D., Lin, Z., Filieri, R., Liu, R. ve Zheng, M. (2020). Managing the product-harm crisis in the digital era:The role of consumer online brand community engagement. Journal of Business Research, 115, 38–47. https://doi.org/10.1016/j.jbusres.2020.04.044
  • Yuan, F. ve Woodman, R. W. (2010). Innovative behavior in the work place: The role of performance and image outcome expectations. Academy of Management Journal, 53(2), 323-342. https://doi.org/10.5465/amj.2010.49388995
  • Zhang, J., Qi, S. ve Lyu, B. (2021). A receiver perspective on knowledge sharing ımpact on consumer-brand relationship in virtual communities. Front Psychol, 12, 685959. https://doi.org/10.3389/fpsyg.2021.685959

The Effect of Consumers' Forgiveness Behavior and Individual Innovation on Intention to Change as a Service Output: An Application on Online Food Sales Websites

Yıl 2023, Cilt: 8 Sayı: 22, 795 - 807, 28.10.2023
https://doi.org/10.25204/iktisad.1329765

Öz

This study aims to investigate the effect of emotional and decisional forgiveness and Individual Innovation on service providers' change intention to switch as a response to service failure. The quantitative method is used in the study. Data were collected from 339 participants via an online survey. SPSS 23 package program was used in the analysis of demographic data. Hypotheses are tested with Smart-PLS package programs. As a result of the study, it is concluded that decisional forgiveness and individual innovation had a positive effect on consumers' intention to change service output. It is also concluded that the emotional forgiveness behavior did not positively affect the consumers' intention to change service output. The study contributes to the interpretation of service failure events, consumers' individual innovation, and understanding of the role of consumer forgiveness behavior. The findings will provide implications for practitioners to develop appropriate strategies to provide customer loyalty against increasing competition.

Kaynakça

  • Anderson, J. C. ve Gerbing, D. W. (1988). Structural equation modelling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411
  • Bhattacherjee, A., Limayem, M. ve Cheung, C. M. K. (2012). User switching of information technology: A theoretical synthesis and empirical test. Information & Management, 49(7-8), 327-333. https://doi.org/10.1016/j.im.2012.06.002
  • Chen, J., Ishii, M., Bater, K. L., Darrach, H., Liao, D., Huynh, P. P., Reh, I. P., Nellis, J. C., Kumar, A. R. ve Ishii, L. E. (2019). Association Between the Use of Social Media and Photograph Editing Applications, Self-esteem, and Cosmetic Surgery Acceptance. JAMA Facial Plast Surg, 21(5), 361-367. https://doi.org/10.1001/jamafacial.2019.0328
  • Çakır, S. F. (2020). Kısmi en Küçük Kareler Yapısal Eşitlik Modellemesi (PLS-SEM) Smart PLS 3.2. Uygulamaları, Gazi Kitapevi, Ankara.
  • Deligöz, K. ve Kömeç, M. (2023). İntikam arzusu ve faydacı tüketimin affetme davranışı üzerindeki etkisi. İşletme Araştırmaları Dergisi, 15(1), 420-436.
  • Enright, R. D. (1996). Counseling within the forgiveness friad: Onforgiving, receiving, forgiveness and self-forgiveness. Counseling and Values, 4, 107-126. https://doi.org/10.1002/j.2161-007X.1996.tb00844.x
  • Enright, R. D. ve Fitzgibbons, R. P. (2000). Helping clients forgive: An empirical guide for resolving anger and restoring hope. American Psychological Association. https://doi.org/10.1037/10381-000
  • Flynn, L. R. ve Goldsmith, R. E. (1999). A Short, Reliable Measure of Subjective Knowledge. Journal of Business Research, 46(1), 57-66. https://doi.org/10.1016/S0148-2963(98)00057-5
  • Ghasemy, M., Teeroovengadum, V., Becker, J. M. ve Ringle, C. M. (2020). This fast car can move faster: A review of PLS-SEM application in higher education research. Higher Education, 80(6), 1121-1152. https://doi.org/10.1007/s10734-020-00534-1
  • Hair Jr, J. F., Hult, G. T. M., Ringle, C. M. ve Sarstedt, M. (2021). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications. https://doi.org/10.1007/978-3-030-80519-7
  • Hair, J. F., Gabriel, M. L. D. da S. ve Patel, V. K. (2014). Amos covariance-based structural equation mod-eling (CB-SEM): Guidelines on its application as a marketing research tool. ReMark -Revista Brasileira de Marketing, 13(2), 44–55. https://doi.org/10.5585/remark.v13i2.2718
  • Hair, J. F., Risher, J. J., Sarstedt, M. ve Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31, 2–24. https://doi.org/10.1108/EBR-11-2018-0203
  • Hair, J. F., Sarstedt, M., Ringle, C. M. ve Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433. https://doi.org/10.1007/s11747-011-0261-6
  • Henseler, J., Hubona, G. ve Ray, P. (2016). Using PLS path modeling in new technol- ogy research: updated guidelines. Industrial Management & Data Systems. 116(1), 2–20. https://doi.org/10.1108/IMDS-09-2015-0382
  • Henseler, J., Ringle, C. ve Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
  • Hooper, D., Coughlan, J. ve Mullen, M. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6(1), 53-60.
  • Huang, Z. ve Chang, Z. P. (2020). Online service recovery, consumer forgiveness and sustained trust: Based on the test of mediating and moderating effects. Bus. Econom. 4, 97–99.
  • Hussain, S., Seet, P. S., Ryan, M., Iranmanesh, M., Cripps, H. ve Salam, A. (2022). Determinants of switching intention in the electricity markets: An integrated structural model approach. Journal of Retailing and Consumer Services, 69, 1-13. https://doi.org/10.1016/j.jretconser.2022.103094
  • Iacobucci, D., Ostrom, A. ve Grayson, K. (1995). Distinguishing service quality and customer satisfaction: The voice of the consumer. Journal of Consumer Psychology, 4(3), 277-303. https://doi.org/10.1207/s15327663jcp0403_04
  • Kılıçer, K. ve Odabaşı, H. K. (2010). Bireysel yenilikçilik ölçeği (BYÖ): Türkçeye uyarlama, geçerlik ve güvenirlik çalışması. Hacettepe Üniversitesi Eğitim Fakültesi Dergisi, 38, 150-164.
  • Kuo, Y. F. ve Yen, S. N. (2009). Towards an understanding of the behavioral intention to use 3G mobile value-added services. Computers in Human Behavior, 25(1), 103-110. https://doi.org/10.1016/j.chb.2008.07.007
  • Lin, C. Y. ve Chou, E. Y. (2022). Investigating the role of customer forgiveness following a double deviation, Journal of Services Marketing, 36(8), 1042-1057. https://doi.org/10.1108/JSM-04-2021-0112
  • Lowry, P. ve Gaskin, J. (2014). Partial least squares (PLS) structural equation modeling (SEM) for building and testing behavioral causal theory: When to choose it and how to use it. IEEE Transactions on Professional Communication, 57(2), 123–146. https://doi.org/10.1109/TPC.2014.2312452
  • Ma, K., Zhong, X. ve Hou, G. (2020). Gaining satisfaction: the role of brand equity orientation and failure type in service recovery. European Journal of Marketing, 54(10), 2317-2342. https://doi.org/10.1108/EJM-06-2019-0542
  • Mccullough, M. E., Rachal, K. C., Sandage, S. J., Worthington, E. L., Brown, S. W. ve Hight, T. L. (1998). Interpersonal forgiving in close relationships: II. theoretical elaboration and measurement. Journal of Personality and Social Psychology, 75, 1586–1603. https://doi.org/10.1037/0022-3514.75.6.1586
  • Naqvi, M., Li, S., Jiang, Y. ve Naqvi, M. H. A. (2019). The rise of social networking sites. Asia Pacific Journal of Marketing and Logistics, 32(1), 232-252. https://doi.org/10.1108/APJML-01-2019-0029
  • Netemeyer, R. G., Bearden, W. O. ve Sharma, S. (2003). Scaling procedures: Issues and applications. SAGE Publications, Thousand Oaks, California. https://doi.org/10.4135/9781412985772
  • Ogbeibu, S., Senadjki, A., Emelifeonwu, J., Gaskin, J. ve Pereira, V. (2021). Augmenting environmental sustainability through the exchange of green creative ideas–evidence from an emerging economy. Sustainable Production and Consumption, 26, 275-287. https://doi.org/10.1016/j.spc.2020.10.007
  • Özden, A. T. (2020). The relationship between consumers’ tendency to forgive and their brand loyalty: A new strategy proposal. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 11(Ek), 134-149. https://doi.org/10.21076/vizyoner.716084
  • Ringle, C., Sarstedt, M., Mitchell, R. ve Gudergan, S. (2018). Partial least squares struc- tural equation modeling in HRM research. The International Journal of Human Resource Management, 31(12). 1–27. https://doi.org/10.1080/09585192.2017.1416655
  • Rogers, E. M. (2010). Diffusion of innovations. Simon and Schuster.
  • Sarstedt, M., Hair, J., Ringle, C., Thiele, K. ve Gudergan, S. (2016). Estimation issues with PLS and CBSEM: Where the bias lies!. Journal of Business Research, 69(10), 3998–4010. https://doi.org/10.1016/j.jbusres.2016.06.007
  • Sarstedt, M., Ringle, C. M ve Hair, J. F. (2017). Partial Least Squares Structural Equation Modelling. In book: Handbook of Market Research. Christian Homburg, Martin Klarmann ve Arnd Vomberg (Ed.), Springer. https://doi.org/10.1007/978-3-319-05542-8_15-1
  • Smith, A. K., Bolton, R. N. ve Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356-372. https://doi.org/10.1177/002224379903600305
  • Sun, N. J. ve Sun, Y. X. (2021). Service recovery, empathy and consumer forgiveness: Model construction and demonstration from the perspective of attribution theory. Forecasts, 30–35.
  • Şimşek, M. Ş. (2002). Yönetim ve Organizasyon, Günay Ofset, Konya.
  • Tsarenko, Y. ve Tojib, D. (2012). The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes. Journal of Marketing Management, 28(9-10), 1217-1239. https://doi.org/10.1080/0267257X.2011.619150
  • Umar, R. M. ve Saleem, S. (2022). Employee emotional competence and service recovery satisfaction: The mediating role of consumer forgiveness. British Food Journal, 124(13), 445-459. https://doi.org/10.1108/BFJ-04-2022-0386
  • Uzkurt, C. (2008), Pazarlamada değer yaratma aracı olarak yenilik yönetimi ve yenilikçi örgüt kültürü. Beta Yayıncılık, İstanbul.
  • Van Vaerenbergh, Y., Varga, D., De Keyser, A. ve Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119. https://doi.org/10.1177/1094670518819852
  • Wei, C., Liu, M. W. ve Keh, H. T. (2020). The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery. Journal of Business Research. 118(C), 321–334. https://doi.org/10.1016/j.jbusres.2020.06.061
  • Worthington, Jr. E. L. ve Scherer, M. (2004). Forgiveness is an emotion-focused coping strategy that can reduce health risk and promote health resilience: Theory, review, and hypotheses. Psychology and Health, 19(3), 385–405. https://doi.org/10.1080/0887044042000196674
  • Xie, Y. ve Peng, S. (2009). How to repair customer trust after negative publicity: the roles of competence, integrity, benevolence, and forgiveness. Psychology and Marketing, 26(7), 572-589. https://doi.org/10.1002/mar.20289
  • Ye, D., Liu, F., Cho, D. ve Jia, Z. (2022). Investigating switching intention of e-commerce live streaming users, HELIYON, 8(10), 1-14. https://doi.org/10.1016/j.heliyon.2022.e11145
  • Yılmaz, Ö. D. (2014). Algılanan mağduriyetin affetme eğilimi ve intikam niyeti üzerindeki etkisi: Konaklama işletmeleri çalışanlarına yönelik bir araştırma. Afyon Kocatepe Üniversitesi İİBF Dergisi, 1, 87-105. https://doi.org/10.5578/jeas.7489
  • Yuan, D., Lin, Z., Filieri, R., Liu, R. ve Zheng, M. (2020). Managing the product-harm crisis in the digital era:The role of consumer online brand community engagement. Journal of Business Research, 115, 38–47. https://doi.org/10.1016/j.jbusres.2020.04.044
  • Yuan, F. ve Woodman, R. W. (2010). Innovative behavior in the work place: The role of performance and image outcome expectations. Academy of Management Journal, 53(2), 323-342. https://doi.org/10.5465/amj.2010.49388995
  • Zhang, J., Qi, S. ve Lyu, B. (2021). A receiver perspective on knowledge sharing ımpact on consumer-brand relationship in virtual communities. Front Psychol, 12, 685959. https://doi.org/10.3389/fpsyg.2021.685959
Toplam 48 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Araştırma Makaleleri
Yazarlar

Fatma Demirağ 0000-0001-7520-6706

Cevat Söylemez 0000-0002-5373-2913

Erken Görünüm Tarihi 25 Ekim 2023
Yayımlanma Tarihi 28 Ekim 2023
Gönderilme Tarihi 19 Temmuz 2023
Yayımlandığı Sayı Yıl 2023 Cilt: 8 Sayı: 22

Kaynak Göster

APA Demirağ, F., & Söylemez, C. (2023). Tüketicilerin Affetme Davranışı ve Kişisel Yeniliğin Hizmet Çıktısı Olarak Değiştirme Niyetine Etkisi: Online Yemek Satış Siteleri Üzerine Bir Uygulama. İktisadi İdari Ve Siyasal Araştırmalar Dergisi, 8(22), 795-807. https://doi.org/10.25204/iktisad.1329765
AMA Demirağ F, Söylemez C. Tüketicilerin Affetme Davranışı ve Kişisel Yeniliğin Hizmet Çıktısı Olarak Değiştirme Niyetine Etkisi: Online Yemek Satış Siteleri Üzerine Bir Uygulama. İKTİSAD. Ekim 2023;8(22):795-807. doi:10.25204/iktisad.1329765
Chicago Demirağ, Fatma, ve Cevat Söylemez. “Tüketicilerin Affetme Davranışı Ve Kişisel Yeniliğin Hizmet Çıktısı Olarak Değiştirme Niyetine Etkisi: Online Yemek Satış Siteleri Üzerine Bir Uygulama”. İktisadi İdari Ve Siyasal Araştırmalar Dergisi 8, sy. 22 (Ekim 2023): 795-807. https://doi.org/10.25204/iktisad.1329765.
EndNote Demirağ F, Söylemez C (01 Ekim 2023) Tüketicilerin Affetme Davranışı ve Kişisel Yeniliğin Hizmet Çıktısı Olarak Değiştirme Niyetine Etkisi: Online Yemek Satış Siteleri Üzerine Bir Uygulama. İktisadi İdari ve Siyasal Araştırmalar Dergisi 8 22 795–807.
IEEE F. Demirağ ve C. Söylemez, “Tüketicilerin Affetme Davranışı ve Kişisel Yeniliğin Hizmet Çıktısı Olarak Değiştirme Niyetine Etkisi: Online Yemek Satış Siteleri Üzerine Bir Uygulama”, İKTİSAD, c. 8, sy. 22, ss. 795–807, 2023, doi: 10.25204/iktisad.1329765.
ISNAD Demirağ, Fatma - Söylemez, Cevat. “Tüketicilerin Affetme Davranışı Ve Kişisel Yeniliğin Hizmet Çıktısı Olarak Değiştirme Niyetine Etkisi: Online Yemek Satış Siteleri Üzerine Bir Uygulama”. İktisadi İdari ve Siyasal Araştırmalar Dergisi 8/22 (Ekim 2023), 795-807. https://doi.org/10.25204/iktisad.1329765.
JAMA Demirağ F, Söylemez C. Tüketicilerin Affetme Davranışı ve Kişisel Yeniliğin Hizmet Çıktısı Olarak Değiştirme Niyetine Etkisi: Online Yemek Satış Siteleri Üzerine Bir Uygulama. İKTİSAD. 2023;8:795–807.
MLA Demirağ, Fatma ve Cevat Söylemez. “Tüketicilerin Affetme Davranışı Ve Kişisel Yeniliğin Hizmet Çıktısı Olarak Değiştirme Niyetine Etkisi: Online Yemek Satış Siteleri Üzerine Bir Uygulama”. İktisadi İdari Ve Siyasal Araştırmalar Dergisi, c. 8, sy. 22, 2023, ss. 795-07, doi:10.25204/iktisad.1329765.
Vancouver Demirağ F, Söylemez C. Tüketicilerin Affetme Davranışı ve Kişisel Yeniliğin Hizmet Çıktısı Olarak Değiştirme Niyetine Etkisi: Online Yemek Satış Siteleri Üzerine Bir Uygulama. İKTİSAD. 2023;8(22):795-807.


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