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- Title
Hizmet Hatası ve Telafisi Kapsamında Sosyal Kaygının Tüketicilerin Şikâyet Etme Niyeti Üzerinde Düzenleyici Etkisinin Araştırılması: Restoran Sektöründe Bir Araştırma.
- Authors
Öztürk, Onur
- Abstract
Due to the unique characteristics of services, it is difficult for companies to achieve service delivery without any failures. Even though it is arduous to prevent every service failure, companies can use successful service recovery strategies to turn dissatisfied customers into satisfied ones. This study aims to propose and test a model consisting of antecedents and outcomes of recovery satisfaction. The study also aims to test the effects of distributive, procedural and interactional justice on recovery satisfaction and the effects of recovery satisfaction on complaining intentions, switching intentions and negative word of mouth. The last aim of the study is to test the moderator effect of social anxiety on the relationship between recovery satisfaction and complaining intention. To test the model, data were collected from 467 individuals, and PLS-SEM was applied. The results indicate that both interactional and distributive justice have a positive effect on recovery satisfaction. The results also demonstrate that recovery satisfaction has a negative effect on complaining intention, switching intention and negative word of mouth. In addition, it is found that the relationship between recovery satisfaction and complaining intention is moderated by social anxiety.
- Subjects
SATISFACTION; QUALITY of service; DISTRIBUTIVE justice; PROCEDURAL justice; CONSUMERS; SOCIAL anxiety
- Publication
International Journal of Social Inquiry, 2022, Vol 15, Issue 2, p335
- ISSN
1307-8364
- Publication type
Article
- DOI
10.37093/ijsi.1140415