Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews
Yıl 2024,
Cilt: 10 Sayı: 1, 13 - 24, 30.06.2024
Mustafa Ülker
,
Çağrı Sürücü
,
Pembe Ülker
Öz
This study aimed to evaluate the service failures experienced by foreign tourists according to different restaurant types. Document analysis was used as a data collection technique and content analysis was used as a data analysis method in this qualitative study. Within the scope of the study, negative customer comments with ratings (1) terrible and (2) poor made on the internet for fine-dining and casual restaurants in Antalya were evaluated. The findings show that service failures related to food, service, pricing, and employees are experienced in both restaurant types. Service failures related to physical factors are only experienced in fine-dining restaurants. Although most service failure categories are included in both restaurant types, the types of service failures in these categories differ. Differing from the current literature, this study aimed to investigate whether customer complaints differ according to restaurant type.
Kaynakça
- Bilgihan, A., Seo, S., & Choi, J. (2018). Identifying restaurant satisfiers and dissatisfiers: Suggestions from online reviews. Journal of Hospitality Marketing & Management, 27(5), 601-625. google scholar
- Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. The Journal of Marketing, 58(4), 95-106. google scholar
- Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The effects of customer service on consumer complaining behavior. Journal of Services Marketing, 9(4), 31-42. google scholar
- Chang, J., Khan, M. A., & Tsai, C. T. (2012). Dining occasions, service failures and customer complaint behaviours: An empirical assessment. International Journal of Tourism Research, 14(6), 601-615. google scholar
- Chua, B. L., Othman, M., Boo, H. C., Abkarim, M. S., & Ramachandran, S. (2010). Servicescape failure and recovery strategy in the food service industry: The effect of costumer repatronization. Journal of Quality Assurance in Hospitality and Tourism, 11(3), 179-198. google scholar
- Chung, B., & Hoffman, K. D. (1998). Critical incidents: Service failures that matter most. Cornell Hotel and Restaurant Administration Quarterly, 39(3), 66-71. google scholar
- Dutta, K., Venkatesh, U, & Parsa, H. G. (2007). Service failure and recovery strategies in the restaurant sector. International Journal of Contemporary Hospitality Management, 19(5), 351-363. google scholar
- Emir, O. (2011). Customer complaints and complaint behaviours in Turkish hotel restaurants: An application in Lara and Kundu areas of Antalya. African Journal of Business Management, 5(11), 4239-4253. google scholar
- Fan, A., Wu, L., & Mattila, A. S. (2018). Gender differences in the intentions to voice complaints across different service failure modes. Journal Of Foodservice Business Research, 21(1), 22-32. google scholar
- Fu, Y., & Mount, D. (2007). Hotel guests cumulative satisfaction updating process in the context of service failure and service recovery. International Journal of Hospitality and Tourism Administration, 8(1), 77-98. google scholar
- Graneheim, U. H., & Lundman, B. (2004). Qualitative content analysis in nursing research: concepts, procedures and measures to achieve trustworthiness. Nurse Education Today, 24, 105-112. google scholar
- Guchait, P., Han, R., Wang, X., Abbott, J., & Liu, Y. (2019). Examining stealing thunder as a new service recovery strategy: Impact on customer loyalty. International Journal of Contemporary Hospitality Management, 31 (2), 931-952. google scholar
- Ha, J., & Jang, S. S. (2009). Perceived justice in service recovery and behavioral intentions: The role of relationship quality. International Journal of Hospitality Management, 28(3), 319-327. google scholar
- Hall, C. M., & Valentin, A. (2005). Content analysis. In B. Ritchie, P. Burns & C. Palmer (Eds.), Tourism research methods (pp. 191-209). CAB International. google scholar
- He, P., Lai, J., Chou, H. M., & Zhou, L. (2012). A cross-cultural comparison of online customer reviews. In Global Conference on Business and Finance Proceedings (Vol. 7, No. 1, pp. 122-133). google scholar
- Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet?. Journal of Interactive Marketing, 18(1), 38-52. google scholar
- Heung, V. C., & Lam, T. (2003). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary Hospitality Management, 15(5), 283-289. google scholar
- Hocutt, M. A., Bowers, M. R., & Todd Donavan, D. (2006). The art of service recovery: Fact or fiction?. Journal of Services Marketing, 20(3), 199-207. google scholar
- Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49-61. google scholar
- Jones, D. L., McCleary, K. W., & Lepisto, L. R. (2002). Consumer complaint behavior manifestations for table service restaurants: Identifying sociodemographic characteristics, personality, and behavioral factors. Journal of Hospitality & Tourism Research, 26(2), 105-123. google scholar
- Karamustafa, K., & Ülker, P. (2020). Impact of tangible and intangible restaurant attributes on overall experience: A consumer oriented approach. Journal of Hospitality Marketing & Management, 29(4), 404-427. google scholar
- Kim, H., & So, K. K. F. (2023). The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions. International Journal of Hospitality Management, 111, DOI: https://doi.Org/10.1016/j.yhm.2023.103457. google scholar
- Kim, S., Miao, L., & Magnini, V. P. (2016). Consumers’ emotional responses and emotion regulation strategies during multistage waiting in restaurants. Journal of Hospitality & Tourism Research, 40(3), 291-318. google scholar
- Kim, Y. S., & Baker, M. A. (2019). Observer reactions to other customer incivility: Emotional labor, gratitude, loyalty to employee and tipping intention. International Journal of Contemporary Hospitality Management, 31(3), 1292-1308. google scholar
- Kozak, M. (2014). Bilimsel Araştırma: Tasarım, Yazım ve Yayım Teknikleri. Detay Yayıncılık. google scholar
- Kuo, Y. F., & Wu, C. M. (2012). Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on google scholar
- perceived justice and emotions. International Journal of Information Management, 32(2), 127-138. google scholar
- Lam, T., & Tang, V. (2003). Recognizing customer complaint behavior: The case of Hong Kong hotel restaurants. Journal of Travel & Tourism Marketing, 14(1), 69-86. google scholar
- Lee, J., & Soberon-Ferrer, H. (1999). An empirical analysis of elderly consumers’ complaining behavior. Family and Consumer Sciences Research Journal, 27(3), 341-371. google scholar
- Lewis, B. R., & McCann, P. (2004). Service failure and recovery: Evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16(1), 6-17. google scholar
- Loo, P. T., Boo, H. C., & Khoo-Lattimore, C. (2013). Profiling service failure and costumer online complaint motives in the case of single failure and double deviation. Journal of Hospitality Marketing and Management, 22(7), 728-751. google scholar
- Lu, L., Mody, M., & Andajigarmaroudi, S. (2020). Exploring guest response towards service failure in home-sharing: Service presence and consumption motivation. International Journal of Hospitality Management, 87, DOI: https://doi.Org/10.1016/j.yhm.2020.102498. google scholar
- Maute, M. F., & Forrester Jr, W. R. (1993). The structure and determinants of consumer complaint intentions and behavior. Journal of Economic Psychology, 14(2), 219-247. google scholar
- McQuilken, L., & Robertson, N. (2011). The influence of guarantees, active requests to voice and failure severity on customer complaint behavior. International Journal of Hospitality Management, 30(4), 953-962. google scholar
- Migacz, S. J., Zou, S. W., & Petrick, J. F. (2018). The ‘terminal’ effects of service failure on airlines: Examining service recovery with justice theory. Journal of Travel Research, 57(1), 83-98. google scholar
- Mueller, R. D., Palmer, A., Mack, R., & McMullan, R. (2003). Service in the restaurant industry: An American and Irish comparison of service failures and recovery strategies. International Journal of Hospitality Management, 22(4), 395-418. google scholar
- Namkung, Y., & Jang, S. (2010). Service failures in restaurants: Which stage of service failure is the most critical?. Cornell Hospitality Quarterly, 51(3), 323-343. google scholar
- Namkung, Y., Jang, S. S., & Choi, S. K. (2011). Customer complaints in restaurants: Do they differ by service stages and loyalty levels?. International Journal of Hospitality Management, 30(3), 495-502. google scholar
- Neuman, W. L. (2012). Toplumsal Araştırma Yöntemleri: Nicel ve Nitel Yaklaşımlar. Yayınodası Yayıncılık. google scholar
- Öztürk, O. (2022). Hizmet hatası ve telafisi kapsamında sosyal kaygının tüketicilerin şikâyet etme niyeti üzerinde düzenleyici etkisinin araştırılması: Restoran sektöründe bir araştırma. International Journal of Social Inquiry, 15(2), 335-363. google scholar
- Reddick, C. G., & Aikins, S. K. (2012). Web 2.0 Technologies and Democratic Governance. Springer. google scholar
- Ro, H. (2015). Customer dissatisfaction responses to restaurant service failures: Insights into noncomplainers from a relational perspective. Journal of Hospitality Marketing & Management, 24(4), 435-456. google scholar
- Silber, I., Israeli, A., Bustin, A., & Zvi, O. B. (2009). Recovery strategies for service failures: The case of restaurants. Journal of Hospitality Marketing & Management, 18(7), 730-740. google scholar
- Sparks, B. A., & Browning, V. (2010). Complaining in cyberspace: The motives and forms of hotel guests’ complaints online. Journal of Hospitality Marketing & Management, 19(7), 797-818. google scholar
- Strauss, A., & Corbin, J. (1998). Basics of Qualitative Research: Grounded Theory Procedurs and Techniques (2nd Edition). Sage Publications. google scholar
- Swanson, S. R., & Hsu, M. K. (2009). Critical incidents in tourism: Failure, recovery, customer switching, and word-of-mouth behaviors. Journal of Travel & Tourism Marketing, 26(2), 180-194. google scholar
- Tolon, M., & Zengin, A. Y. (2011). Demographic characteristics and complaint behavior: An empirical study concerning Turkish customers. International Journal of Business and Social Science, 2(9), 42-48. google scholar
- Tsai, C. T., & Su, C. S. (2009). Service failures and recovery strategies of chain restaurants in Taiwan. The Service Industries Journal, 29(12), 1779-1796. google scholar
- Tsao, W. C. (2018). Star power: The effect of star rating on service recovery in the hotel industry. International Journal of Contemporary Hospitality Management, 30(2), 1092-1111. google scholar
- Ülker, M. (2022). Yiyecek-içecek operasyonlarında mutfak kaynaklı hizmet hataları ve telafi stratejileri: Senaryo yaklaşımı ile değerlendirilmesi [Yayımlanmamış doktora tezi]. Gazi Üniversitesi. google scholar
- Ülker, M., Şahbaz, R. P., & Karamustafa, K. (2021). The role of culture on service failure perceptions and service recovery expectations in restaurants. Advances in Hospitality and Tourism Research, 9(2), 390-417. google scholar
- Vaerenbergh, Y. V., Varga, D., Keyser, A. D., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119. google scholar
- Varela-Neira, C., Vazquez-Casielles, R., & Iglesias, V. (2010). The effects of customer age and recovery strategies in a service failure setting. Journal of Financial Services Marketing, 15(1), 32-48. google scholar
- Warden, C. A., Huang, S. C. T., & Chen, J. F. (2008). Restaurant service failure recoveries: Role expectations in a Chinese cultural setting. Journal of Hospitality & Leisure Marketing, 16(1-2), 159-180. google scholar
- Yang, W., & Mattila, A. S. (2012). The role of tie strength on consumer dissatisfaction responses. International Journal of Hospitality Management, 31(2), 399-404. google scholar
- Zhu, Z., Sivakumar, K., & Parasuraman, A. (2004). A mathematical model of service failure and recovery strategies. Decision Sciences, 35(3), 493-525. google scholar
- Zulhan, O., Mohd, S., Mohd, Z., & Salleh, M. R. (2013). Costumer behavioral intention: Influence of service delivery failures and service recovery in Malay restaurants. Procedia - Social and Behavioral Sciences, 105, 115-121. google scholar
Yıl 2024,
Cilt: 10 Sayı: 1, 13 - 24, 30.06.2024
Mustafa Ülker
,
Çağrı Sürücü
,
Pembe Ülker
Kaynakça
- Bilgihan, A., Seo, S., & Choi, J. (2018). Identifying restaurant satisfiers and dissatisfiers: Suggestions from online reviews. Journal of Hospitality Marketing & Management, 27(5), 601-625. google scholar
- Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. The Journal of Marketing, 58(4), 95-106. google scholar
- Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The effects of customer service on consumer complaining behavior. Journal of Services Marketing, 9(4), 31-42. google scholar
- Chang, J., Khan, M. A., & Tsai, C. T. (2012). Dining occasions, service failures and customer complaint behaviours: An empirical assessment. International Journal of Tourism Research, 14(6), 601-615. google scholar
- Chua, B. L., Othman, M., Boo, H. C., Abkarim, M. S., & Ramachandran, S. (2010). Servicescape failure and recovery strategy in the food service industry: The effect of costumer repatronization. Journal of Quality Assurance in Hospitality and Tourism, 11(3), 179-198. google scholar
- Chung, B., & Hoffman, K. D. (1998). Critical incidents: Service failures that matter most. Cornell Hotel and Restaurant Administration Quarterly, 39(3), 66-71. google scholar
- Dutta, K., Venkatesh, U, & Parsa, H. G. (2007). Service failure and recovery strategies in the restaurant sector. International Journal of Contemporary Hospitality Management, 19(5), 351-363. google scholar
- Emir, O. (2011). Customer complaints and complaint behaviours in Turkish hotel restaurants: An application in Lara and Kundu areas of Antalya. African Journal of Business Management, 5(11), 4239-4253. google scholar
- Fan, A., Wu, L., & Mattila, A. S. (2018). Gender differences in the intentions to voice complaints across different service failure modes. Journal Of Foodservice Business Research, 21(1), 22-32. google scholar
- Fu, Y., & Mount, D. (2007). Hotel guests cumulative satisfaction updating process in the context of service failure and service recovery. International Journal of Hospitality and Tourism Administration, 8(1), 77-98. google scholar
- Graneheim, U. H., & Lundman, B. (2004). Qualitative content analysis in nursing research: concepts, procedures and measures to achieve trustworthiness. Nurse Education Today, 24, 105-112. google scholar
- Guchait, P., Han, R., Wang, X., Abbott, J., & Liu, Y. (2019). Examining stealing thunder as a new service recovery strategy: Impact on customer loyalty. International Journal of Contemporary Hospitality Management, 31 (2), 931-952. google scholar
- Ha, J., & Jang, S. S. (2009). Perceived justice in service recovery and behavioral intentions: The role of relationship quality. International Journal of Hospitality Management, 28(3), 319-327. google scholar
- Hall, C. M., & Valentin, A. (2005). Content analysis. In B. Ritchie, P. Burns & C. Palmer (Eds.), Tourism research methods (pp. 191-209). CAB International. google scholar
- He, P., Lai, J., Chou, H. M., & Zhou, L. (2012). A cross-cultural comparison of online customer reviews. In Global Conference on Business and Finance Proceedings (Vol. 7, No. 1, pp. 122-133). google scholar
- Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet?. Journal of Interactive Marketing, 18(1), 38-52. google scholar
- Heung, V. C., & Lam, T. (2003). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary Hospitality Management, 15(5), 283-289. google scholar
- Hocutt, M. A., Bowers, M. R., & Todd Donavan, D. (2006). The art of service recovery: Fact or fiction?. Journal of Services Marketing, 20(3), 199-207. google scholar
- Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49-61. google scholar
- Jones, D. L., McCleary, K. W., & Lepisto, L. R. (2002). Consumer complaint behavior manifestations for table service restaurants: Identifying sociodemographic characteristics, personality, and behavioral factors. Journal of Hospitality & Tourism Research, 26(2), 105-123. google scholar
- Karamustafa, K., & Ülker, P. (2020). Impact of tangible and intangible restaurant attributes on overall experience: A consumer oriented approach. Journal of Hospitality Marketing & Management, 29(4), 404-427. google scholar
- Kim, H., & So, K. K. F. (2023). The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions. International Journal of Hospitality Management, 111, DOI: https://doi.Org/10.1016/j.yhm.2023.103457. google scholar
- Kim, S., Miao, L., & Magnini, V. P. (2016). Consumers’ emotional responses and emotion regulation strategies during multistage waiting in restaurants. Journal of Hospitality & Tourism Research, 40(3), 291-318. google scholar
- Kim, Y. S., & Baker, M. A. (2019). Observer reactions to other customer incivility: Emotional labor, gratitude, loyalty to employee and tipping intention. International Journal of Contemporary Hospitality Management, 31(3), 1292-1308. google scholar
- Kozak, M. (2014). Bilimsel Araştırma: Tasarım, Yazım ve Yayım Teknikleri. Detay Yayıncılık. google scholar
- Kuo, Y. F., & Wu, C. M. (2012). Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on google scholar
- perceived justice and emotions. International Journal of Information Management, 32(2), 127-138. google scholar
- Lam, T., & Tang, V. (2003). Recognizing customer complaint behavior: The case of Hong Kong hotel restaurants. Journal of Travel & Tourism Marketing, 14(1), 69-86. google scholar
- Lee, J., & Soberon-Ferrer, H. (1999). An empirical analysis of elderly consumers’ complaining behavior. Family and Consumer Sciences Research Journal, 27(3), 341-371. google scholar
- Lewis, B. R., & McCann, P. (2004). Service failure and recovery: Evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16(1), 6-17. google scholar
- Loo, P. T., Boo, H. C., & Khoo-Lattimore, C. (2013). Profiling service failure and costumer online complaint motives in the case of single failure and double deviation. Journal of Hospitality Marketing and Management, 22(7), 728-751. google scholar
- Lu, L., Mody, M., & Andajigarmaroudi, S. (2020). Exploring guest response towards service failure in home-sharing: Service presence and consumption motivation. International Journal of Hospitality Management, 87, DOI: https://doi.Org/10.1016/j.yhm.2020.102498. google scholar
- Maute, M. F., & Forrester Jr, W. R. (1993). The structure and determinants of consumer complaint intentions and behavior. Journal of Economic Psychology, 14(2), 219-247. google scholar
- McQuilken, L., & Robertson, N. (2011). The influence of guarantees, active requests to voice and failure severity on customer complaint behavior. International Journal of Hospitality Management, 30(4), 953-962. google scholar
- Migacz, S. J., Zou, S. W., & Petrick, J. F. (2018). The ‘terminal’ effects of service failure on airlines: Examining service recovery with justice theory. Journal of Travel Research, 57(1), 83-98. google scholar
- Mueller, R. D., Palmer, A., Mack, R., & McMullan, R. (2003). Service in the restaurant industry: An American and Irish comparison of service failures and recovery strategies. International Journal of Hospitality Management, 22(4), 395-418. google scholar
- Namkung, Y., & Jang, S. (2010). Service failures in restaurants: Which stage of service failure is the most critical?. Cornell Hospitality Quarterly, 51(3), 323-343. google scholar
- Namkung, Y., Jang, S. S., & Choi, S. K. (2011). Customer complaints in restaurants: Do they differ by service stages and loyalty levels?. International Journal of Hospitality Management, 30(3), 495-502. google scholar
- Neuman, W. L. (2012). Toplumsal Araştırma Yöntemleri: Nicel ve Nitel Yaklaşımlar. Yayınodası Yayıncılık. google scholar
- Öztürk, O. (2022). Hizmet hatası ve telafisi kapsamında sosyal kaygının tüketicilerin şikâyet etme niyeti üzerinde düzenleyici etkisinin araştırılması: Restoran sektöründe bir araştırma. International Journal of Social Inquiry, 15(2), 335-363. google scholar
- Reddick, C. G., & Aikins, S. K. (2012). Web 2.0 Technologies and Democratic Governance. Springer. google scholar
- Ro, H. (2015). Customer dissatisfaction responses to restaurant service failures: Insights into noncomplainers from a relational perspective. Journal of Hospitality Marketing & Management, 24(4), 435-456. google scholar
- Silber, I., Israeli, A., Bustin, A., & Zvi, O. B. (2009). Recovery strategies for service failures: The case of restaurants. Journal of Hospitality Marketing & Management, 18(7), 730-740. google scholar
- Sparks, B. A., & Browning, V. (2010). Complaining in cyberspace: The motives and forms of hotel guests’ complaints online. Journal of Hospitality Marketing & Management, 19(7), 797-818. google scholar
- Strauss, A., & Corbin, J. (1998). Basics of Qualitative Research: Grounded Theory Procedurs and Techniques (2nd Edition). Sage Publications. google scholar
- Swanson, S. R., & Hsu, M. K. (2009). Critical incidents in tourism: Failure, recovery, customer switching, and word-of-mouth behaviors. Journal of Travel & Tourism Marketing, 26(2), 180-194. google scholar
- Tolon, M., & Zengin, A. Y. (2011). Demographic characteristics and complaint behavior: An empirical study concerning Turkish customers. International Journal of Business and Social Science, 2(9), 42-48. google scholar
- Tsai, C. T., & Su, C. S. (2009). Service failures and recovery strategies of chain restaurants in Taiwan. The Service Industries Journal, 29(12), 1779-1796. google scholar
- Tsao, W. C. (2018). Star power: The effect of star rating on service recovery in the hotel industry. International Journal of Contemporary Hospitality Management, 30(2), 1092-1111. google scholar
- Ülker, M. (2022). Yiyecek-içecek operasyonlarında mutfak kaynaklı hizmet hataları ve telafi stratejileri: Senaryo yaklaşımı ile değerlendirilmesi [Yayımlanmamış doktora tezi]. Gazi Üniversitesi. google scholar
- Ülker, M., Şahbaz, R. P., & Karamustafa, K. (2021). The role of culture on service failure perceptions and service recovery expectations in restaurants. Advances in Hospitality and Tourism Research, 9(2), 390-417. google scholar
- Vaerenbergh, Y. V., Varga, D., Keyser, A. D., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119. google scholar
- Varela-Neira, C., Vazquez-Casielles, R., & Iglesias, V. (2010). The effects of customer age and recovery strategies in a service failure setting. Journal of Financial Services Marketing, 15(1), 32-48. google scholar
- Warden, C. A., Huang, S. C. T., & Chen, J. F. (2008). Restaurant service failure recoveries: Role expectations in a Chinese cultural setting. Journal of Hospitality & Leisure Marketing, 16(1-2), 159-180. google scholar
- Yang, W., & Mattila, A. S. (2012). The role of tie strength on consumer dissatisfaction responses. International Journal of Hospitality Management, 31(2), 399-404. google scholar
- Zhu, Z., Sivakumar, K., & Parasuraman, A. (2004). A mathematical model of service failure and recovery strategies. Decision Sciences, 35(3), 493-525. google scholar
- Zulhan, O., Mohd, S., Mohd, Z., & Salleh, M. R. (2013). Costumer behavioral intention: Influence of service delivery failures and service recovery in Malay restaurants. Procedia - Social and Behavioral Sciences, 105, 115-121. google scholar