A Qualitative Study on Process Aspects of Complaining in Restaurants

REFERENCES

• Albayrak, A. (2013). Restoran isletmelerinde müsteri sikayetleri ve sikayete iliskin davranislar (Customer complaints in restaurants and behaviors in respect of complaints). Paradoks Ekonomi, Sosyoloji ve Politika Dergisi, 9(2), 24–51.
   Google Scholar
• Antun, J. M., Frash, R. E., Costen, W., & Runyan, R. (2010). Accurately assessing expectations most important to restaurant patrons: The creation of the DineEx scale. Journal of Foodservice Business Research, 13, 360–379.
   Google Scholar
• Ariker, C. (2012a). Restoranlarin web sitelerinin içerik ve sunumlarinin analizi: Istanbul örnegi (Content and the format analysis of restaurant web sites: The example of İstanbul). Eskisehir Osmangazi Üniversitesi IIBF Dergisi, 7(2), 145–172.
   Google Scholar
• Ariker, C. (2012b). Tuketicilerin restoran seciminde kullandiklari secim kriterleri ile demografik ozellikleri arasaindaki iliski (The relationship between the restaurant choice criteria of consumers and their demographic characteristics). Oneri, 10(389), 11–31.
   Google Scholar
• Bos, W., & Tarnai, C. (1999). Content analysis in empirical social research. International Journal of Educational Research, 31(8), 659–671.
   Google Scholar
• Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101.
   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, 601–615.
   Web of Science ®Google Scholar
• Cheng, S., & Lam, T. (2008). The role of the customer-seller relationship in the intention of the customer to complain: A study of Chinese restaurateurs. International Journal of Hospitality Management, 27, 552–562.
   Web of Science ®Google Scholar
• Cheng, S., Lam, T., & Hsu, C. H. C. (2005). Testing the sufficiency of the theory of planned behavior: A case of customer dissatisfaction responses in restaurants. International Journal of Hospitality Management, 24, 475–492.
   Google Scholar
• Chua, L. B., Othman, M., & Abkarim, M. S. (2010). Servicescape failure and recovery strategy in the food service industry: The effect on customer repatronization. Journal of Quality Assurance in Hospitality & Tourism, 11, 179–198.
   Google Scholar
• Day, R. L., & Landon, E. L. (1977). Towards a theory of consumer complaining behavior. In A. G. Woodside, J. N. Sheth, & P. D. Bennett ( Eds.), Consumer and industrial buying behavior (pp. 425–437). New York, NY: North-Holland Publishing Company.
   Google Scholar
• DeFranco, A., Wortman, J., Lam, T., & Countryman, C. (2005). A cross-cultural comparison of customer complaint behavior in restaurants in hotels. Asia Pacific Journal of Tourism Research, 10(2), 173–190.
   Google Scholar
• Ekiz, E. H. (2009). Factors influencing organizational responses to guest complaints: Cases of Hong Kong and Northern Cyprus. Journal of Hospitality Marketing & Management, 18(6), 539–573.
   Google Scholar
• Elo, S., & Kyngäs, H. (2008). The qualitative content analysis process. Journal of Advanced Nursing, 62(1), 107–115.
   PubMed Web of Science ®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.
   PubMed Web of Science ®Google Scholar
• Gursoy, D., McCleary, K. W., & Lepsito, L. R. (2003). Segmenting dissatisfied restaurant customers based on their complaining response styles. Journal of Foodservice Business Research, 6(1), 25–44.
   Google Scholar
• Gustafsson, I. (2004). Culinary arts and meal science—A new scientific research discipline. Food Service Technology, 4(1), 9–20.
   Google Scholar
• Hansen, K. V., Jensen, Ø., & Gustafsson, I. (2005). The meal experiences of á la carte restaurant customers. Scandinavian Journal of Hospitality and Tourism, 5(2), 135–151.
   Google Scholar
• Heung, V. C. S., & Lam, T. (2003). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary Hospitality Management, 15(5), 283–289.
   Google Scholar
• Hirschman, A. O. (1970). Exit, voice and loyalty: Responses to decline in firms, organizations, and states. Cambridge, MA: Harvard University Press.
   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
• Hsieh, H., & Shannon, S. E. (2005). Three approaches to qualitative content analysis. Qualitative Health Research, 15(9), 1277–1288.
   PubMed Web of Science ®Google Scholar
• Johns, N., & Kivela, J. (2001). Perceptions of the first time restaurant customer. Food Service Technology, 1, 5–11.
   Google Scholar
• Jones, D. L., McClearly, K. W., & Lawrence, R. L. (2002). Consumer complaint behavior manifestation for table service restaurants: Identifying socio-demographic characteristics, personality, and behavioral factors. Journal of Hospitality & Tourism Research, 26(2), 105–123.
   Google Scholar
• Karatepe, O. M. (2006). Customer complaints and organizational responses: The effects of complainants’ perceptions of justice on satisfaction and loyalty. International Journal of Hospitality Management, 25, 69–90.
   Google Scholar
• Khalilzadeh, J., Rajabi, Z., & Jahromi, M. F. (2013). Complaining behaviors in restaurants new roles in failure scenarios. International Journal of Tourism Sciences, 13(1), 1–26.
   Google Scholar
• Kim, G. K., Wang, C., & Mattila, A. S. (2010). The relationship between consumer complaining behavior and service recovery: An integrative review. International Journal of Contemporary Hospitality Management, 7(22), 975–991.
   Google Scholar
• Kim, J., & Boo, S. (2011). Influencing factors on customers’ intention to complain in a franchise restaurant. Journal of Hospitality Marketing & Management, 20, 217–237.
   Google Scholar
• Kim, J. H., & Chen, J. S. (2010). The effects of situational and personal characteristic on consumer complaint behavior in restaurant services. Journal of Travel & Tourism Marketing, 27, 96–112.
   Web of Science ®Google Scholar
• Kim, J. H., & Lynn, J. (2007). Classification of Asian complainers in restaurant services. Asia Pacific Journal of Tourism Research, 12(4), 365–375.
   Google Scholar
• 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, 885–906.
   Google Scholar
• Kitapci, O. (2008). Restoran hizmetlerinde müsteri sikayet davranislari: Sivas ili’nde bir uygulama (Customer complaining behaviors in restaurant services: A research study in Sivas). Erciyes Üniversitesi Iktisadi ve Idari Bilimler Fakültesi Dergisi, 31, 111–120.
   Google Scholar
• Kivela, J., Inbakaran, R., & Reece, J. (2000). Consumer research in the restaurant environment. Part 3: Analysis, findings and conclusions. International Journal of Contemporary Hospitality Management, 12(1), 13–30.
   Google Scholar
• Knutson, B., Stevens, P., & Patton, M. (1996). DINESERV: Measuring service quality in quick service, casual/theme, and fine dining restaurants. Journal of Hospitality & Leisure Marketing, 3(2), 35–44.
   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
• Leong, K. L., & Kim, W. G. (2002). Service recovery efforts in fast food restaurants to enhance repeat patronage. Journal of Travel & Tourism Marketing, 12(2–3), 65–93.
   Google Scholar
• Lundberg, C. (2011). Critical service encounters in hotel restaurants: The personnel’s perspective. Scandinavian Journal of Hospitality and Tourism, 11(1), 1–19.
   Web of Science ®Google Scholar
• Mattila, A. S., & Ro, H. (2008). Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting. Journal of Hospitality & Tourism Research, 32(1), 89–107.
   Web of Science ®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, 953–962.
   Web of Science ®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.
   Web of Science ®Google Scholar
• Nguyen, D. T., & McColl-Kenedy, J. R. (2003). Diffusing customer anger in service recovery: A conceptual framework. Australasian Marketing Journal , 2(11), 46–55.
   Google Scholar
• Ok, C., Back, K.-J., & Shanklin, C. W. (2006). Service recovery paradox: Implications from an experimental study in a restaurant setting. Journal of Hospitality & Leisure Marketing, 14(3), 17–33.
   Google Scholar
• Ottenbacher, M. C., & ve Harrington, R. J. (2013). A case study of a culinary tourism campaign in Germany: Implications for strategy making and successful implementation. Journal of Hospitality & Tourism Research, 37(1), 3–28.
   Web of Science ®Google Scholar
• Ozcelik, A. O., Akan, L. S., & Surucuoglu, M. S. (2007). An evaluation of fast-food preferences according to gender. Humanity & Social Sciences Journal, 2(1), 43–50.
   Google Scholar
• Patton, M. (1990). Qualitative evaluation and research methods. Beverly Hills, CA: Sage.
   Google Scholar
• Raajpoot, N. (2002). TANGSERV: A multiple item scale for measuring tangible quality in food service industry. Journal of Foodservice Business Research, 5(2), 109–127.
   Google Scholar
• Ro, H. (2013). Customer complaining behaviors after restaurant service failure: Redress seeking complaint, friendly complaint, loyalty and neglect. International Journal of Tourism Sciences, 13(1), 27–46.
   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, 435–456.
   Web of Science ®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, 730–740.
   Google Scholar
• Singh, J. (1988). Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, 52, 93–107. January
   Web of Science ®Google Scholar
• Su, W., & Bowen, J. T. (2000). Restaurant customer complaint behavior. Journal of Restaurant & Foodservice Marketing, 4(2), 35–65.
   Google Scholar
• Sujithamrak, S., & Lam, T. (2005). Relationship between customer complaint behavior and demographic characteristics: A study of hotel restaurants’ patrons. Asia Pacific Journal of Tourism Research, 10(3), 289–307.
   Google Scholar
• Susskind, A. M. (2010). Guest service management and processes in restaurants: What we have learned in fifty years. Cornell Hospitality Quarterly, 51(4), 479–482.
   Web of Science ®Google Scholar
• Susskind, A. M., & Viccari, A. (2011). A look at the relationship between service failures, guest satisfaction, and repeat-patronage intentions of casual dining guests. Cornell Hospitality Quarterly, 52(4), 438–444.
   Web of Science ®Google Scholar
• Tsai, C. T., & Su, C. S. (2009). Service failure and recovery strategies of chain restaurant in Taiwan. The Service Industries Journal, 2(29), 1779–1796.
   Google Scholar
• Velazquez, B. M., Blasco, M. F., Saura, I. G., & Contri, G. B. (2010). Causes for complaining behavior intentions: The moderator effect of previous customer experience of the restaurant. Journal of Service Marketing, 24(7), 532–545.
   Web of Science ®Google Scholar
• Velázquez, B. M., Contrí, G. B., Saura, I. G., & Blasco, M. F. (2006). Antecedents to complaint behaviour in the context of restaurant goers. The International Review of Retail, Distribution and Consumer Research, 16(5), 493–517.
   Google Scholar
• Warden, C. A., Huang, S. C., & Chen, J. F. (2008). Restaurant service failure recoveries: Role expectations in a Chinese cultural setting. Journal of Hospitality Marketing & Management, 16(1), 159–180.
   Google Scholar
• Wei, W., Miao, L., Cai, L., & Adler, H. (2012). The influence of self-construal and co-consumption others on consumer complaining behavior. International Journal of Hospitality Management, 31, 764–771.
   Web of Science ®Google Scholar
• Weiss, R., Feinstein, A. H., & Dalbor, M. (2004). Customer satisfaction of theme restaurant attributes and their influence on return intent. Journal of Foodservice Business Research, 7(1), 23–41.
   Google Scholar
• Wildes, J. W., & Seo, W. (2001). Customers vote with their forks: Consumer complaining behavior in the restaurant industry. International Journal of Hospitality & Tourism Administration, 2(2), 21–34.
   Google Scholar
• Wu, C. H., & Liang, R. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28, 586–593.
   Web of Science ®Google Scholar
• Yang, T. C. (2005). The development of an effective recovery programme after service failures: A case study of restaurants in Glasgow. Tourism and Hospitality Planning & Development, 2(1), 39–54.
   Google Scholar
• Yildirim, F., & Cengel, Ö. (2013). A research over the relationship between fast food consumption and consumer’s values & lifestyles in Turkey. Online Academic Journal of Information Technology, 4(11), 1–14.
   Google Scholar
• Yuksekbilgili, Z. (2014). Restoran secim olcutleri uzerine bir arastırma (A research on restaurant preferences criteria). Journal of Yasar University, 9(36), 6353–6360.
   Google Scholar