Service failures that cause customer dissatisfaction and service recovery strategies in food and beverage businesses

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dc.contributor.authorAksoy, Mustafa
dc.contributor.authorEtyemez, Senem
dc.contributor.authorİflazoğlu, Nurhayat
dc.date.accessioned2024-09-19T16:26:47Z
dc.date.available2024-09-19T16:26:47Z
dc.date.issued2023
dc.departmentHatay Mustafa Kemal Üniversitesien_US
dc.description.abstractThe aim of this study is to descriptively determine the service failures that cause customer dissatisfaction in food and beverage businesses and the applied service recovery strategies. Within the scope of the study, data were collected from employees working in various positions in restaurants located in tourism centers in different regions of Turkey, with a semi-structured interview form consisting of 15 questions between the 19th August and 24th August 2022. As a result of the research, it was determined that service failures were mostly experienced in food taste, service speed and price. In response to service failures, employees have implemented service recovery strategies such as apologizing, voiding the check or invoice, offering free food or drinks, and offering to make a new order. This study contributes to the identification and understanding of service failures encountered in food and beverage businesses and the service recovery strategies applied. Additionally, in the study, employees emphasized the importance of issues such as effective communication and training in reducing or completely eliminating customer dissatisfaction.en_US
dc.identifier.doi10.53601/tourismandrecreation.1373123
dc.identifier.endpage105en_US
dc.identifier.issn2687-1971
dc.identifier.issue2en_US
dc.identifier.startpage99en_US
dc.identifier.trdizinid1220088en_US
dc.identifier.urihttps://doi.org/10.53601/tourismandrecreation.1373123
dc.identifier.urihttps://search.trdizin.gov.tr/tr/yayin/detay/1220088
dc.identifier.urihttps://hdl.handle.net/20.500.12483/16348
dc.identifier.volume5en_US
dc.indekslendigikaynakTR-Dizinen_US
dc.language.isoenen_US
dc.relation.ispartofTourism and recreation (Online)en_US
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectService failureen_US
dc.subjectservice recovery strategiesen_US
dc.subjectcostumer dissatiffactionen_US
dc.subjectfood and bevarage businessesen_US
dc.titleService failures that cause customer dissatisfaction and service recovery strategies in food and beverage businessesen_US
dc.typeArticleen_US

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