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Yıl 2019, Cilt: 5 Sayı: 1, 1 - 15, 13.05.2019

Bendegül Okumuş

Öz

Kaynakça

  • Aguilar-Rojas, O., Fandos-Herrera, C., & Flavián-Blanco, C. (2015). What may lead you to recommend and revisit a hotel after a service failure instead of complaining? International Journal of Contemporary Hospitality Management, 27(2), 214–235.
  • Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170–192.
  • Amin, M., Yahya, Z., Ismayatim, W. F. A., Nasharuddin, S. Z., & Kassim, E. (2013). Service quality dimension and customer satisfaction: An empirical study in the Malaysian hotel industry. Services Marketing Quarterly, 34(2), 115–125.
  • Au, N., Buhalis, D., & Law, R. (2014). Online complaining behavior in mainland China hotels: The perception of Chinese and non-Chinese customers. International Journal of Hospitality & Tourism Administration, 15(3), 248–274.
  • Balaji, M. S., Jha, S., & Royne, M. B. (2015). Customer e-complaining behaviors using social media. The Service Industries Journal, 35(11-12), 633–654.
  • Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54, 69–82.
  • Boshoff, C. (1999). RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery. Journal of Service Research, 1(3), 236–249.
  • Bougoure, U. S., & Neu, M. K. (2010). Service quality in the Malaysian fast food industry: An examination using DINESERV. Services Marketing Quarterly, 31(2), 194–212.
  • Chan, H., & Wan, L. C. (2009). Dual influences of moderating variables in the dissatisfaction process: theory and evidence. Journal of International Consumer Marketing, 21(2), 125–135.
  • Chen, Y. S., Chen, C. Y. D., & Chang, M. H. (2011). American and Chinese complaints: Strategy use from a cross-cultural perspective. Intercultural Pragmatics, 8(2), 253–275
  • Donthu, N., & Yoo, B. (1998). Cultural influences on service quality expectations. Journal of Service Research, 1(2), 178–186.
  • Ergün, G. S., & Kitapci, O. (2018). The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region. International Journal of Culture, Tourism and Hospitality Research, 12(1), 59–79.
  • Fan, A., Mattila, A. S., & Zhao, X. (2015). How does social distance impact customers’ complaint intentions? A cross-cultural examination. International Journal of Hospitality Management, 47, 35–42.
  • Furrer, O., Liu, B. S. C., & Sudharshan, D. (2000). The relationships between culture and service quality perceptions basis for cross-cultural market segmentation and resource allocation. Journal of Service Research, 2(4), 355–371.
  • Hansen, K. V. (2014). Development of SERVQUAL and DINESERV for measuring meal experiences in eating establishments. Scandinavian Journal of Hospitality and Tourism, 14(2), 116–134.
  • Henthorne, T. L., Williams, A. J., & George, B. P. (2018). Cross-cultural consumer complaining behavior in service industries: A three-nation study across the African diaspora. Journal of Marketing Theory and Practice, 26(4), 431–446.
  • Hosftede, G. (1980). Culture’s consequences: International differences in work-related values. Beverly Hills: Sage.
  • Hofstede, G. (1991). Cultures and organizations: Software of the mind. London: McGraw-Hill.
  • Hofstede, G. (1994). Management scientists are human. Management science, 40(1), 4–13.
  • Hwang, A., Francesco, A., & Kessler, E. (2003). The relationship between individualism, collectivism, face and feedback and learning processes in Hong Kong, Singapore and the United States. Journal of Cross Cultural Psychology, 72–91.
  • Getty, J. M., & Getty, R. L. (2003). Lodging quality index (LQI): Assessing customers’ perceptions of quality delivery. International Journal of Contemporary Hospitality Management, 15(2), 94–104.
  • Getty, J. M., & Thompson, K. N. (1994). A procedure for scaling perceptions of lodging quality. Hospitality Research Journal, 18(2), 75–96.
  • Israeli, A., Lee, S. A., & Karpinski, A. C. (2017). Investigating the dynamics and the content of customers’ social media reporting after a restaurant service failure. Journal of Hospitality Marketing & Management, 26(6), 606–626.
  • Jahandideh, B., Golmohammadi, A., Meng, F., O‘Gorman, K. D., & Taheri, B. (2014). Crosscultural comparison of Chinese and Arab consumer complaint behavior in the hotel context. International Journal of Hospitality Management, 41, 67–76.
  • Johnston, R. (1995). Service failure and recovery: impact, attributes and process. Advances in Services Marketing and Management: Research and Practice, 4(1), 211–228.
  • Kandampully, J., Juwaheer, T. D., & Hu, H. H. (2011). The influence of a hotel firm’s quality of service and image and its effect on tourism customer loyalty. International Journal of Hospitality & Tourism Administration, 12(1), 21–42.
  • Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality: A literature synthesis, new understanding and research agenda. International Journal of Contemporary Hospitality Management, 30(1), 21–56.
  • Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12, 346–351.
  • Kanousi, A. (2005). An empirical investigation of the role of culture on service recovery expectations. Managing Service Quality: An International Journal, 15(1), 57–69.
  • Kim, M. G., Lee, C. H., & Mattila, A. S. (2014). Determinants of customer complaint behavior in a restaurant context: The role of culture, price level, and customer loyalty. Journal of Hospitality Marketing & Management, 23(8), 885–906.
  • Kim, W. G., Ng, C. Y. N., & Kim, Y. S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10–17.
  • Kim, H. J., McCahon, C., & Miller, J. (2003). Assessing service quality in Korean casual-dining restaurants using DINESERV. Journal of Foodservice Business Research, 6(1), 67–86.
  • Koc, E. (2018). Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research. Journal of Hospitality Marketing & Management, 1–25.
  • Knutson, B., Stevens, P., Wullaert, C., Patton, M., & Yokoyama, F. (1990). LODGSERV: A service quality index for the lodging industry. Hospitality Research Journal, 14(2), 277–284.
  • Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioral intentions: A study in the hotel industry. Managing Service Quality, 19, 308–331.
  • Lai, I. K., Hitchcock, M., Yang, T., & Lu, T. W. (2018). Literature review on service quality in hospitality and tourism (1984-2014) Future directions and trends. International Journal of Contemporary Hospitality Management, 30(1), 114–159.
  • Lee, C. G., & How, S. M. (2018). Long-run causality between customer satisfaction and financial performance: the case of Marriott. Current Issues in Tourism, 1–6.
  • Leisen Pollack, B. (2009). Linking the hierarchical service quality model to customer satisfaction and loyalty. Journal of Services Marketing, 23(1), 42–50.
  • Li, X. R., Lai, C., Harrill, R., Kline, S., & Wang, L. (2011). When east meets west: An exploratory study on Chinese outbound tourists’ travel expectations. Tourism Management, 32(4), 741–749.
  • Liu, R. R., & McClure, P. (2001). Recognizing cross-cultural differences in consumer complaint behavior and intentions: an empirical examination. Journal of Consumer Marketing, 18(1), 54–75.
  • Lu, L., Gursoy, D., Chi, C. G. Q., & Xiao, G. (2018). Developing a consumer complaining and recovery effort scale. Journal of Hospitality & Tourism Research, 42(5), 686–715.
  • Marković, S., Raspor, S., & Šegarić, K. (2010). Does restaurant performance meet customers’ expectations? An assessment of restaurant service quality using a modified DINESERV approach. Tourism and Hospitality Management, 16(2), 181–195.
  • Markovic, S., Komsic, J., & Stifanic, M. (2013). Measuring service quality in city restaurant settings using DINESERV scale. Recent Advances in Business Management and Marketing, 176–181. Mattila, A. S. (1999). The role of culture in the service evaluation process. Journal of Service Research, 1(3), 250–261.
  • Mattila, A. S., & Patterson, P. G. (2004). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6(4), 336–346.
  • Mok, C., & Armstrong, R. W. (1998). Expectations for hotel service quality: Do they differ from culture to culture? Journal of Vacation Marketing, 4(4), 381–391.
  • Ngai, E. W., Heung, V. C., Wong, Y. H., & Chan, F. K. (2007). Consumer complaint behavior of Asians and non-Asians about hotel services: An empirical analysis. European Journal of Marketing, 41(11-12), 1375–1391.
  • Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67–82.
  • Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: Years 20002015. International Journal of Contemporary Hospitality Management, 29(1), 2–29.
  • Oh, H., & Parks, S. C. (1996). Customer satisfaction and service quality: A critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20(3), 35–64.
  • Othman, Z., Zahari, M. S. M., & Radzi, S. M. (2013). Customer behavioral intention: Influence of service delivery failures and service recovery in Malay restaurants. Procedia-Social and Behavioral Sciences, 105, 115–121.
  • Qiu, S., Li, M., Mattila, A. S., & Yang, W. (2018). Managing the face in service failure: The moderation effect of social presence. International Journal of Contemporary Hospitality Management, 30(3), 1314–1331.
  • Park, S. G., Kim, K., & O’Neill, M. (2014). Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures. International Journal of Culture, Tourism and Hospitality Research, 8(3), 255–271.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147.
  • Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006). Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 23(3), 263–277.
  • Prayag, G., Cohen, S. A., & Yan, H. (2015). Potential Chinese travelers to Western Europe: Segmenting motivations and service expectations. Current Issues in Tourism, 18(8), 725–743.
  • Rauch, D. A., Collins, M. D., Nale, R. D., & Barr, P. B. (2015). Measuring service quality in midscale hotels. International Journal of Contemporary Hospitality Management, 27(1), 87–106.
  • Roy, S. K., Lassar, W. M., Ganguli, S., Nguyen, B., & Yu, X. (2015). Measuring service quality: A systematic review of literature. International Journal of Services, Economics and Management, 7(1), 24–52.
  • Seger-Guttmann, T., & MacCormick, J. S. (2014). Employees’ service recovery efforts as a function of perceptions of interactional justice in individualistic vs. collectivistic cultures. European Journal of International Management, 8(2), 160-178.
  • Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56–60.
  • Truong, N., Nisar, T., Knox, D., & Prabhakar, G. (2017). The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country. International Journal of Culture, Tourism and Hospitality Research, 11(4), 608–627.
  • Yuksel, A., Kilinc, U., & Yuksel, F. (2006). Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviors. Tourism Management, 27(1), 11–24.
  • Wan, L. C. (2013). Culture’s impact on consumer complaining responses to embarrassing service failure. Journal of Business Research, 66(3), 298–305.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12.

Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures

Yıl 2019, Cilt: 5 Sayı: 1, 1 - 15, 13.05.2019

Bendegül Okumuş

Öz

This paper aims to examine how frontline employees in individualistic cultures such as the United States can better understand and respond to the complaining behaviors of restaurant consumers from collective cultures such as those from Asian countries. Previous studies suggest that customers from collectivist cultures often prefer not to complain directly and openly about service failures. They may offer indirect hints and information to their families and friends about their experiences. It is possible that frontline employees from individualistic cultures may not fully understand the complaining behaviors of restaurant customers from collectivist cultures. This may result in loss of business, customers’ disloyalty and negative publicity about the business. Based on a review of previous research studies in this area, this study offers specific recommendations for practice and future research. 

Anahtar Kelimeler

Culture Service recovery Service failure Customer complaints Frontline employees Collectivist cultures

Destekleyen Kurum

The author received no financial support for this work.

Kaynakça

  • Aguilar-Rojas, O., Fandos-Herrera, C., & Flavián-Blanco, C. (2015). What may lead you to recommend and revisit a hotel after a service failure instead of complaining? International Journal of Contemporary Hospitality Management, 27(2), 214–235.
  • Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170–192.
  • Amin, M., Yahya, Z., Ismayatim, W. F. A., Nasharuddin, S. Z., & Kassim, E. (2013). Service quality dimension and customer satisfaction: An empirical study in the Malaysian hotel industry. Services Marketing Quarterly, 34(2), 115–125.
  • Au, N., Buhalis, D., & Law, R. (2014). Online complaining behavior in mainland China hotels: The perception of Chinese and non-Chinese customers. International Journal of Hospitality & Tourism Administration, 15(3), 248–274.
  • Balaji, M. S., Jha, S., & Royne, M. B. (2015). Customer e-complaining behaviors using social media. The Service Industries Journal, 35(11-12), 633–654.
  • Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54, 69–82.
  • Boshoff, C. (1999). RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery. Journal of Service Research, 1(3), 236–249.
  • Bougoure, U. S., & Neu, M. K. (2010). Service quality in the Malaysian fast food industry: An examination using DINESERV. Services Marketing Quarterly, 31(2), 194–212.
  • Chan, H., & Wan, L. C. (2009). Dual influences of moderating variables in the dissatisfaction process: theory and evidence. Journal of International Consumer Marketing, 21(2), 125–135.
  • Chen, Y. S., Chen, C. Y. D., & Chang, M. H. (2011). American and Chinese complaints: Strategy use from a cross-cultural perspective. Intercultural Pragmatics, 8(2), 253–275
  • Donthu, N., & Yoo, B. (1998). Cultural influences on service quality expectations. Journal of Service Research, 1(2), 178–186.
  • Ergün, G. S., & Kitapci, O. (2018). The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region. International Journal of Culture, Tourism and Hospitality Research, 12(1), 59–79.
  • Fan, A., Mattila, A. S., & Zhao, X. (2015). How does social distance impact customers’ complaint intentions? A cross-cultural examination. International Journal of Hospitality Management, 47, 35–42.
  • Furrer, O., Liu, B. S. C., & Sudharshan, D. (2000). The relationships between culture and service quality perceptions basis for cross-cultural market segmentation and resource allocation. Journal of Service Research, 2(4), 355–371.
  • Hansen, K. V. (2014). Development of SERVQUAL and DINESERV for measuring meal experiences in eating establishments. Scandinavian Journal of Hospitality and Tourism, 14(2), 116–134.
  • Henthorne, T. L., Williams, A. J., & George, B. P. (2018). Cross-cultural consumer complaining behavior in service industries: A three-nation study across the African diaspora. Journal of Marketing Theory and Practice, 26(4), 431–446.
  • Hosftede, G. (1980). Culture’s consequences: International differences in work-related values. Beverly Hills: Sage.
  • Hofstede, G. (1991). Cultures and organizations: Software of the mind. London: McGraw-Hill.
  • Hofstede, G. (1994). Management scientists are human. Management science, 40(1), 4–13.
  • Hwang, A., Francesco, A., & Kessler, E. (2003). The relationship between individualism, collectivism, face and feedback and learning processes in Hong Kong, Singapore and the United States. Journal of Cross Cultural Psychology, 72–91.
  • Getty, J. M., & Getty, R. L. (2003). Lodging quality index (LQI): Assessing customers’ perceptions of quality delivery. International Journal of Contemporary Hospitality Management, 15(2), 94–104.
  • Getty, J. M., & Thompson, K. N. (1994). A procedure for scaling perceptions of lodging quality. Hospitality Research Journal, 18(2), 75–96.
  • Israeli, A., Lee, S. A., & Karpinski, A. C. (2017). Investigating the dynamics and the content of customers’ social media reporting after a restaurant service failure. Journal of Hospitality Marketing & Management, 26(6), 606–626.
  • Jahandideh, B., Golmohammadi, A., Meng, F., O‘Gorman, K. D., & Taheri, B. (2014). Crosscultural comparison of Chinese and Arab consumer complaint behavior in the hotel context. International Journal of Hospitality Management, 41, 67–76.
  • Johnston, R. (1995). Service failure and recovery: impact, attributes and process. Advances in Services Marketing and Management: Research and Practice, 4(1), 211–228.
  • Kandampully, J., Juwaheer, T. D., & Hu, H. H. (2011). The influence of a hotel firm’s quality of service and image and its effect on tourism customer loyalty. International Journal of Hospitality & Tourism Administration, 12(1), 21–42.
  • Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality: A literature synthesis, new understanding and research agenda. International Journal of Contemporary Hospitality Management, 30(1), 21–56.
  • Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12, 346–351.
  • Kanousi, A. (2005). An empirical investigation of the role of culture on service recovery expectations. Managing Service Quality: An International Journal, 15(1), 57–69.
  • Kim, M. G., Lee, C. H., & Mattila, A. S. (2014). Determinants of customer complaint behavior in a restaurant context: The role of culture, price level, and customer loyalty. Journal of Hospitality Marketing & Management, 23(8), 885–906.
  • Kim, W. G., Ng, C. Y. N., & Kim, Y. S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10–17.
  • Kim, H. J., McCahon, C., & Miller, J. (2003). Assessing service quality in Korean casual-dining restaurants using DINESERV. Journal of Foodservice Business Research, 6(1), 67–86.
  • Koc, E. (2018). Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research. Journal of Hospitality Marketing & Management, 1–25.
  • Knutson, B., Stevens, P., Wullaert, C., Patton, M., & Yokoyama, F. (1990). LODGSERV: A service quality index for the lodging industry. Hospitality Research Journal, 14(2), 277–284.
  • Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioral intentions: A study in the hotel industry. Managing Service Quality, 19, 308–331.
  • Lai, I. K., Hitchcock, M., Yang, T., & Lu, T. W. (2018). Literature review on service quality in hospitality and tourism (1984-2014) Future directions and trends. International Journal of Contemporary Hospitality Management, 30(1), 114–159.
  • Lee, C. G., & How, S. M. (2018). Long-run causality between customer satisfaction and financial performance: the case of Marriott. Current Issues in Tourism, 1–6.
  • Leisen Pollack, B. (2009). Linking the hierarchical service quality model to customer satisfaction and loyalty. Journal of Services Marketing, 23(1), 42–50.
  • Li, X. R., Lai, C., Harrill, R., Kline, S., & Wang, L. (2011). When east meets west: An exploratory study on Chinese outbound tourists’ travel expectations. Tourism Management, 32(4), 741–749.
  • Liu, R. R., & McClure, P. (2001). Recognizing cross-cultural differences in consumer complaint behavior and intentions: an empirical examination. Journal of Consumer Marketing, 18(1), 54–75.
  • Lu, L., Gursoy, D., Chi, C. G. Q., & Xiao, G. (2018). Developing a consumer complaining and recovery effort scale. Journal of Hospitality & Tourism Research, 42(5), 686–715.
  • Marković, S., Raspor, S., & Šegarić, K. (2010). Does restaurant performance meet customers’ expectations? An assessment of restaurant service quality using a modified DINESERV approach. Tourism and Hospitality Management, 16(2), 181–195.
  • Markovic, S., Komsic, J., & Stifanic, M. (2013). Measuring service quality in city restaurant settings using DINESERV scale. Recent Advances in Business Management and Marketing, 176–181. Mattila, A. S. (1999). The role of culture in the service evaluation process. Journal of Service Research, 1(3), 250–261.
  • Mattila, A. S., & Patterson, P. G. (2004). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6(4), 336–346.
  • Mok, C., & Armstrong, R. W. (1998). Expectations for hotel service quality: Do they differ from culture to culture? Journal of Vacation Marketing, 4(4), 381–391.
  • Ngai, E. W., Heung, V. C., Wong, Y. H., & Chan, F. K. (2007). Consumer complaint behavior of Asians and non-Asians about hotel services: An empirical analysis. European Journal of Marketing, 41(11-12), 1375–1391.
  • Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67–82.
  • Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: Years 20002015. International Journal of Contemporary Hospitality Management, 29(1), 2–29.
  • Oh, H., & Parks, S. C. (1996). Customer satisfaction and service quality: A critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20(3), 35–64.
  • Othman, Z., Zahari, M. S. M., & Radzi, S. M. (2013). Customer behavioral intention: Influence of service delivery failures and service recovery in Malay restaurants. Procedia-Social and Behavioral Sciences, 105, 115–121.
  • Qiu, S., Li, M., Mattila, A. S., & Yang, W. (2018). Managing the face in service failure: The moderation effect of social presence. International Journal of Contemporary Hospitality Management, 30(3), 1314–1331.
  • Park, S. G., Kim, K., & O’Neill, M. (2014). Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures. International Journal of Culture, Tourism and Hospitality Research, 8(3), 255–271.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147.
  • Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006). Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 23(3), 263–277.
  • Prayag, G., Cohen, S. A., & Yan, H. (2015). Potential Chinese travelers to Western Europe: Segmenting motivations and service expectations. Current Issues in Tourism, 18(8), 725–743.
  • Rauch, D. A., Collins, M. D., Nale, R. D., & Barr, P. B. (2015). Measuring service quality in midscale hotels. International Journal of Contemporary Hospitality Management, 27(1), 87–106.
  • Roy, S. K., Lassar, W. M., Ganguli, S., Nguyen, B., & Yu, X. (2015). Measuring service quality: A systematic review of literature. International Journal of Services, Economics and Management, 7(1), 24–52.
  • Seger-Guttmann, T., & MacCormick, J. S. (2014). Employees’ service recovery efforts as a function of perceptions of interactional justice in individualistic vs. collectivistic cultures. European Journal of International Management, 8(2), 160-178.
  • Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56–60.
  • Truong, N., Nisar, T., Knox, D., & Prabhakar, G. (2017). The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country. International Journal of Culture, Tourism and Hospitality Research, 11(4), 608–627.
  • Yuksel, A., Kilinc, U., & Yuksel, F. (2006). Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviors. Tourism Management, 27(1), 11–24.
  • Wan, L. C. (2013). Culture’s impact on consumer complaining responses to embarrassing service failure. Journal of Business Research, 66(3), 298–305.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12.
Toplam 64 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

Bendegül Okumuş 0000-0003-2395-3384

Yayımlanma Tarihi 13 Mayıs 2019
Gönderilme Tarihi 19 Şubat 2019
Yayımlandığı Sayı Yıl 2019 Cilt: 5 Sayı: 1

Kaynak Göster

APA Okumuş, B. (2019). Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures. Journal of Tourismology, 5(1), 1-15.
AMA Okumuş B. Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures. Journal of Tourismology. Mayıs 2019;5(1):1-15.
Chicago Okumuş, Bendegül. “Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures”. Journal of Tourismology 5, sy. 1 (Mayıs 2019): 1-15.
EndNote Okumuş B (01 Mayıs 2019) Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures. Journal of Tourismology 5 1 1–15.
IEEE B. Okumuş, “Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures”, Journal of Tourismology, c. 5, sy. 1, ss. 1–15, 2019.
ISNAD Okumuş, Bendegül. “Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures”. Journal of Tourismology 5/1 (Mayıs 2019), 1-15.
JAMA Okumuş B. Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures. Journal of Tourismology. 2019;5:1–15.
MLA Okumuş, Bendegül. “Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures”. Journal of Tourismology, c. 5, sy. 1, 2019, ss. 1-15.
Vancouver Okumuş B. Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures. Journal of Tourismology. 2019;5(1):1-15.
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