The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants

Mustafa ÜLKER, (Erciyes Üniversitesi, Turizm Fakültesi, Kayseri, Türkiye)
Ramazan Pars ŞAHBAZ, (Ankara Hacı Bayram Veli Üniversitesi, Turizm Fakültesi, Ankara, Türkiye)
Kurtuluş KARAMUSTAFA (Erciyes Üniversitesi, Turizm Fakültesi, Kayseri, Türkiye)
Advances in Hospitality and Tourism Research (AHTR)
6 0
Yıl: 2021 Cilt: 9 Sayı: 2 Sayfa Aralığı: 390 - 417 Metin Dili: İngilizce DOI: 10.30519/ahtr.907743 İndeks Tarihi: 29-07-2022

The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants

Öz:
In this study, the aim is to examine the service failures encountered in restaurants and the recovery efforts that consumers expect in response to service failures in the context of cultural values. A qualitative research approach was adopted, and data were collected from nine tourist guides through semi-structured interviews. Content analysis was used for data analysis. The results show that service failures are categorized as (a) failures in the kitchen, (b) failures in the presentation of services, and (c) general failures while service recoveries are categorized as (i) compensatory responses, (ii) empathetic responses, and (iii) corrective responses. As the results indicate, Turkish tourists care more about failures in the kitchen. Contrary to this, American tourists care more about failures in the presentation of services. Furthermore, Turkish tourists expect compensatory and corrective responses in kitchen-based failures, on the other hand, American tourists expect compensatory responses.
Anahtar Kelime: Service failure restaurant service recovery culture tourist guide

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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APA ÜLKER M, Şahbaz R, Karamustafa K (2021). The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. , 390 - 417. 10.30519/ahtr.907743
Chicago ÜLKER Mustafa,Şahbaz Ramazan Pars,Karamustafa Kurtulus The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. (2021): 390 - 417. 10.30519/ahtr.907743
MLA ÜLKER Mustafa,Şahbaz Ramazan Pars,Karamustafa Kurtulus The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. , 2021, ss.390 - 417. 10.30519/ahtr.907743
AMA ÜLKER M,Şahbaz R,Karamustafa K The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. . 2021; 390 - 417. 10.30519/ahtr.907743
Vancouver ÜLKER M,Şahbaz R,Karamustafa K The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. . 2021; 390 - 417. 10.30519/ahtr.907743
IEEE ÜLKER M,Şahbaz R,Karamustafa K "The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants." , ss.390 - 417, 2021. 10.30519/ahtr.907743
ISNAD ÜLKER, Mustafa vd. "The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants". (2021), 390-417. https://doi.org/10.30519/ahtr.907743
APA ÜLKER M, Şahbaz R, Karamustafa K (2021). The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. Advances in Hospitality and Tourism Research (AHTR), 9(2), 390 - 417. 10.30519/ahtr.907743
Chicago ÜLKER Mustafa,Şahbaz Ramazan Pars,Karamustafa Kurtulus The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. Advances in Hospitality and Tourism Research (AHTR) 9, no.2 (2021): 390 - 417. 10.30519/ahtr.907743
MLA ÜLKER Mustafa,Şahbaz Ramazan Pars,Karamustafa Kurtulus The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. Advances in Hospitality and Tourism Research (AHTR), vol.9, no.2, 2021, ss.390 - 417. 10.30519/ahtr.907743
AMA ÜLKER M,Şahbaz R,Karamustafa K The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. Advances in Hospitality and Tourism Research (AHTR). 2021; 9(2): 390 - 417. 10.30519/ahtr.907743
Vancouver ÜLKER M,Şahbaz R,Karamustafa K The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants. Advances in Hospitality and Tourism Research (AHTR). 2021; 9(2): 390 - 417. 10.30519/ahtr.907743
IEEE ÜLKER M,Şahbaz R,Karamustafa K "The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants." Advances in Hospitality and Tourism Research (AHTR), 9, ss.390 - 417, 2021. 10.30519/ahtr.907743
ISNAD ÜLKER, Mustafa vd. "The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants". Advances in Hospitality and Tourism Research (AHTR) 9/2 (2021), 390-417. https://doi.org/10.30519/ahtr.907743
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27-04-2024 9:8

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