Research Article


DOI :10.26650/jot.2024.10.1.1372793   IUP :10.26650/jot.2024.10.1.1372793    Full Text (PDF)

Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews

Mustafa ÜlkerÇağrı SürücüPembe Ülker

This study aimed to evaluate the service failures experienced by foreign tourists according to different restaurant types. Document analysis was used as a data collection technique and content analysis was used as a data analysis method in this qualitative study. Within the scope of the study, negative customer comments with ratings (1) terrible and (2) poor made on the internet for fine-dining and casual restaurants in Antalya were evaluated. The findings show that service failures related to food, service, pricing, and employees are experienced in both restaurant types. Service failures related to physical factors are only experienced in fine-dining restaurants. Although most service failure categories are included in both restaurant types, the types of service failures in these categories differ. Differing from the current literature, this study aimed to investigate whether customer complaints differ according to restaurant type.


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APA

Ülker, M., Sürücü, Ç., & Ülker, P. (2024). Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews. Journal of Tourismology, 10(1), 13-24. https://doi.org/10.26650/jot.2024.10.1.1372793


AMA

Ülker M, Sürücü Ç, Ülker P. Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews. Journal of Tourismology. 2024;10(1):13-24. https://doi.org/10.26650/jot.2024.10.1.1372793


ABNT

Ülker, M.; Sürücü, Ç.; Ülker, P. Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews. Journal of Tourismology, [Publisher Location], v. 10, n. 1, p. 13-24, 2024.


Chicago: Author-Date Style

Ülker, Mustafa, and Çağrı Sürücü and Pembe Ülker. 2024. “Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews.” Journal of Tourismology 10, no. 1: 13-24. https://doi.org/10.26650/jot.2024.10.1.1372793


Chicago: Humanities Style

Ülker, Mustafa, and Çağrı Sürücü and Pembe Ülker. Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews.” Journal of Tourismology 10, no. 1 (Jul. 2024): 13-24. https://doi.org/10.26650/jot.2024.10.1.1372793


Harvard: Australian Style

Ülker, M & Sürücü, Ç & Ülker, P 2024, 'Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews', Journal of Tourismology, vol. 10, no. 1, pp. 13-24, viewed 25 Jul. 2024, https://doi.org/10.26650/jot.2024.10.1.1372793


Harvard: Author-Date Style

Ülker, M. and Sürücü, Ç. and Ülker, P. (2024) ‘Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews’, Journal of Tourismology, 10(1), pp. 13-24. https://doi.org/10.26650/jot.2024.10.1.1372793 (25 Jul. 2024).


MLA

Ülker, Mustafa, and Çağrı Sürücü and Pembe Ülker. Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews.” Journal of Tourismology, vol. 10, no. 1, 2024, pp. 13-24. [Database Container], https://doi.org/10.26650/jot.2024.10.1.1372793


Vancouver

Ülker M, Sürücü Ç, Ülker P. Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews. Journal of Tourismology [Internet]. 25 Jul. 2024 [cited 25 Jul. 2024];10(1):13-24. Available from: https://doi.org/10.26650/jot.2024.10.1.1372793 doi: 10.26650/jot.2024.10.1.1372793


ISNAD

Ülker, Mustafa - Sürücü, Çağrı - Ülker, Pembe. Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews”. Journal of Tourismology 10/1 (Jul. 2024): 13-24. https://doi.org/10.26650/jot.2024.10.1.1372793



TIMELINE


Submitted08.10.2023
Accepted09.01.2024
Published Online12.02.2024

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