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- Title
KONAKLAMA İŞLETMELERİNDE HİZMET HATASI TELAFİ STRATEJİLERİNİN KURUMSAL İTİBARA ETKİSİ.
- Authors
AKGÖZ, Erkan; KRASNİKOVA, Darya
- Abstract
This research has been prepared to determine the service failures that occur in businesses producing manpower based products and services and what strategies are applied to compensate them. Another purpose of the study is to measure the impact of service failure strategies on corporate reputation. In order to determine this, a research has been carried out for those participating in tourism activities. The data required for the study were obtained from 392 individual answers to the questionnaire regardless of a single person or field. According to the data, most of the failures were caused by cleaning and hygiene, however, it was determined that the tools and equipment used in the businesses were defective, incomplete or of poor quality. The majority of the failures encountered in the accommodation businesses were determined in the restaurant, front office and housekeeping departments. Those who encounter a service failure convey their problems or complaints to the personnel who provides the services, the business manager and the department head respectively. Participants in tourism activities show their family, close friends or the people around them and show the negativity they encounter in the businesses. In the study, it was also determined that those who participate in tourism activities do not want to go to the business where they encounter service failure.
- Publication
Omer Halisdemir Universitesi Iktisadi ve Idari Bilimler Fakültesi Dergisi, 2020, Vol 13, Issue 3, p446
- ISSN
2564-6931
- Publication type
Article
- DOI
10.25287/ohuiibf.656986