The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants
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...
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Akdeniz University Tourism Faculty
2021
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oai:doaj.org-article:36a98e672ad6430091a3e721c60ad6d12021-12-01T13:26:14ZThe Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants10.30519/ahtr.9077432147-91002148-7316https://doaj.org/article/36a98e672ad6430091a3e721c60ad6d12021-12-01T00:00:00Zhttps://dergipark.org.tr/tr/pub/ahtr/issue/66016/907743https://doaj.org/toc/2147-9100https://doaj.org/toc/2148-7316In 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.Mustafa ÜLKER Ramazan Pars ŞAHBAZ Kurtuluş KARAMUSTAFA Akdeniz University Tourism Faculty articleservice failureservice recoveryculturerestauranttourist guideHospitality industry. Hotels, clubs, restaurants, etc. Food serviceTX901-946.5Geography (General)G1-922ENAdvances in Hospitality and Tourism Research, Vol 9, Iss 2, Pp 390-417 (2021) |
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DOAJ |
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DOAJ |
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EN |
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service failure service recovery culture restaurant tourist guide Hospitality industry. Hotels, clubs, restaurants, etc. Food service TX901-946.5 Geography (General) G1-922 |
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service failure service recovery culture restaurant tourist guide Hospitality industry. Hotels, clubs, restaurants, etc. Food service TX901-946.5 Geography (General) G1-922 Mustafa ÜLKER Ramazan Pars ŞAHBAZ Kurtuluş KARAMUSTAFA The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants |
| description |
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. |
| format |
article |
| author |
Mustafa ÜLKER Ramazan Pars ŞAHBAZ Kurtuluş KARAMUSTAFA |
| author_facet |
Mustafa ÜLKER Ramazan Pars ŞAHBAZ Kurtuluş KARAMUSTAFA |
| author_sort |
Mustafa ÜLKER |
| title |
The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants |
| title_short |
The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants |
| title_full |
The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants |
| title_fullStr |
The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants |
| title_full_unstemmed |
The Role of Culture On Service Failure Perceptions and Service Recovery Expectations In Restaurants |
| title_sort |
role of culture on service failure perceptions and service recovery expectations in restaurants |
| publisher |
Akdeniz University Tourism Faculty |
| publishDate |
2021 |
| url |
https://doaj.org/article/36a98e672ad6430091a3e721c60ad6d1 |
| work_keys_str_mv |
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