Yıl 2018, Cilt 19, Sayı 2, Sayfalar 480 - 499 2018-11-30

RESTORANLARDA ALGILANAN ADALET VE TELAFİ MEMNUNİYETİNİN MEMNUNİYET VE SADAKAT ÜZERİNDEKİ ROLÜ: ADALET TEORİSİNE DAYALI BİR ARAŞTIRMA

Atınç OLCAY [1] , Yakup Kemal ÖZEKİCİ [2]

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Bu araştırmanın amacı, restoran işletmelerinde yaşanan hizmet hatalarının giderilmesinde kullanılan telafi sürecinde, algılanan adalet ve telafi memnuniyetinin etkisini ortaya koymaktır. Bu kapsamda, memnuniyet, sadakat ve ağızdan ağıza iletişim eğilimindeki değişikliklerin tespit edilmesinde adalet teorisi temel alınmıştır. Araştırma, son bir yıl içerisinde herhangi bir yiyecek-içecek işletmesinde hizmet hatası ve telafi süreci deneyimlemiş olan 1024 katılımcı üzerinde gerçekleştirilmiştir. Araştırma sonucunda, hizmet hatalarının yaşandığı bir hizmet deneyimi sonucunda, genel olarak hizmet deneyiminden duyulan memnuniyet üzerinde telafi sürecinden duyulan memnuniyet ve telafi sürecine ilişkin adalet eğiliminin kısmen etkili olduğu görülmüştür. Öte yandan, telafi memnuniyeti ve algılanan adaletin memnuniyeti etkilemesi durumunda, müşterilerin işletmeye yönelik yeniden ziyaret etme ve tavsiye etme davranışlarında önemli ölçüde bir değişikliğin ortaya çıkabileceği tespit edilmiştir. Diğer taraftan, telafi sürecinden duyulan memnuniyetin, algılanan adalet eğilimine kıyasla yüksek bir açıklama gücüne sahip olduğu görülmüştür. Araştırma sonucunda teorik ve pratik yönlü öneriler ortaya konulmuştur.

Hizmet hatası, telafi yöntemleri, şikayet yönetimi, adalet teorisi, telafi memnuniyeti, algılanan adalet
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Birincil Dil tr
Konular Sosyal
Dergi Bölümü Makaleler
Yazarlar

Yazar: Atınç OLCAY
Kurum: GAZİANTEP ÜNİVERSİTESİ
Ülke: Turkey


Orcid: 0000-0003-2482-7355
Yazar: Yakup Kemal ÖZEKİCİ (Sorumlu Yazar)
Kurum: ANKARA HACI BAYRAM VELİ ÜNİVERSİTESİ
Ülke: Turkey


Bibtex @araştırma makalesi { cumuiibf447371, journal = {Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi}, issn = {}, eissn = {1303-1279}, address = {Cumhuriyet Üniversitesi}, year = {2018}, volume = {19}, pages = {480 - 499}, doi = {}, title = {RESTORANLARDA ALGILANAN ADALET VE TELAFİ MEMNUNİYETİNİN MEMNUNİYET VE SADAKAT ÜZERİNDEKİ ROLÜ: ADALET TEORİSİNE DAYALI BİR ARAŞTIRMA}, key = {cite}, author = {ÖZEKİCİ, Yakup Kemal and OLCAY, Atınç} }
APA OLCAY, A , ÖZEKİCİ, Y . (2018). RESTORANLARDA ALGILANAN ADALET VE TELAFİ MEMNUNİYETİNİN MEMNUNİYET VE SADAKAT ÜZERİNDEKİ ROLÜ: ADALET TEORİSİNE DAYALI BİR ARAŞTIRMA. Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 19 (2), 480-499. Retrieved from http://dergipark.gov.tr/cumuiibf/issue/40744/447371
MLA OLCAY, A , ÖZEKİCİ, Y . "RESTORANLARDA ALGILANAN ADALET VE TELAFİ MEMNUNİYETİNİN MEMNUNİYET VE SADAKAT ÜZERİNDEKİ ROLÜ: ADALET TEORİSİNE DAYALI BİR ARAŞTIRMA". Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi 19 (2018): 480-499 <http://dergipark.gov.tr/cumuiibf/issue/40744/447371>
Chicago OLCAY, A , ÖZEKİCİ, Y . "RESTORANLARDA ALGILANAN ADALET VE TELAFİ MEMNUNİYETİNİN MEMNUNİYET VE SADAKAT ÜZERİNDEKİ ROLÜ: ADALET TEORİSİNE DAYALI BİR ARAŞTIRMA". Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi 19 (2018): 480-499
RIS TY - JOUR T1 - RESTORANLARDA ALGILANAN ADALET VE TELAFİ MEMNUNİYETİNİN MEMNUNİYET VE SADAKAT ÜZERİNDEKİ ROLÜ: ADALET TEORİSİNE DAYALI BİR ARAŞTIRMA AU - Atınç OLCAY , Yakup Kemal ÖZEKİCİ Y1 - 2018 PY - 2018 N1 - DO - T2 - Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi JF - Journal JO - JOR SP - 480 EP - 499 VL - 19 IS - 2 SN - -1303-1279 M3 - UR - Y2 - 2018 ER -
EndNote %0 Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi RESTORANLARDA ALGILANAN ADALET VE TELAFİ MEMNUNİYETİNİN MEMNUNİYET VE SADAKAT ÜZERİNDEKİ ROLÜ: ADALET TEORİSİNE DAYALI BİR ARAŞTIRMA %A Atınç OLCAY , Yakup Kemal ÖZEKİCİ %T RESTORANLARDA ALGILANAN ADALET VE TELAFİ MEMNUNİYETİNİN MEMNUNİYET VE SADAKAT ÜZERİNDEKİ ROLÜ: ADALET TEORİSİNE DAYALI BİR ARAŞTIRMA %D 2018 %J Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi %P -1303-1279 %V 19 %N 2 %R %U
ISNAD OLCAY, Atınç , ÖZEKİCİ, Yakup Kemal . "RESTORANLARDA ALGILANAN ADALET VE TELAFİ MEMNUNİYETİNİN MEMNUNİYET VE SADAKAT ÜZERİNDEKİ ROLÜ: ADALET TEORİSİNE DAYALI BİR ARAŞTIRMA". Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi 19 / 2 (Kasım 2018): 480-499.