Research Article
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Year 2020, Volume: 5 Issue: 2, 125 - 141, 30.12.2020
https://doi.org/10.31822/jomat.802758

Abstract

References

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  • Boshoff, C. (2012). A neurophysiological assessment of consumers’ emotional responses to service recovery behaviors: The impact of ethnic group and gender similarity. Journal of Service Research, 15(4), 401-413.
  • Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377-393.
  • Çakici, A. C., & Guler, O. (2017). Emotional Contagion and the Influence of Groups on Service Failure and Recovery. Erdoğan Koç (Eds.), In the Service failures and recovery in tourism and hospitality: A practical manual (pp: 135-159). Oxfordshire, UK: CABI.
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  • Du, J., Fan, X., & Feng, T. (2011). Multiple emotional contagions in service encounters. Journal of the Academy of Marketing Science, 39(3), 449-466.
  • Du, J., Fan, X., & Feng, T. (2014). Group emotional contagion and complaint intentions in group service failure: the role of group size and group familiarity. Journal of Service Research, 17(3), 326-338.
  • Du, J., Yang, M., & Liu, J. (2019). Flow effect and resonance effect: group emotional contagion in service failure encounters. Journal of Contemporary Marketing Science, 2(3), 217-232.
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  • Ha, J., & Jang, S. S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International journal of Hospitality Management, 29(3), 520-529.
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  • Han, H., & Jeong, C. (2013). Multi-dimensions of patrons’ emotional experiences in upscale restaurants and their role in loyalty formation: Emotion scale improvement. International Journal of Hospitality Management, 32, 59-70.
  • Han, H., Back, K. J., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers. International Journal of Hospitality Management, 28(4), 563-572.
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  • Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007). The positive and negative effects of switching costs on relational outcomes. Journal of Service Research, 9(4), 335-355.
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How a group service failure at a restaurant turns into an individual dissatisfaction? A scenario-based experiment

Year 2020, Volume: 5 Issue: 2, 125 - 141, 30.12.2020
https://doi.org/10.31822/jomat.802758

Abstract

Regarding service failures restaurants are one of the most experienced one in the tourism and hospitality businesses. High level of service interaction and presence of other consumers in a groups of different size make the failures more complicate. Customers whose service expectation is not meet inform other group members through their negative emotions and may lead to a similar change in the emotions of others. Therefore, dealing with service failure requires more inclusive perspective. In this context, the main purpose of this research is to understand the relationship between service failure and dissatisfaction from group service interaction. To that end, it examines i) the effect of the negative behavioral reactions and emotional contagion on the perceived service failure and service dissatisfaction and ii) the mediator role of service failure on the effect of the negative emotional responses and emotional contagion on dissatisfaction. To collect data scenario-based experiment was applied. Data obtained through both online and face to face survey. Based on 1437 scenario based questionnaire structural equation modeling analysis was performed. Results show that the dominant factor effecting their service failure perception is the feeling of disappointment rather than anger in group failures. Emotional contagion is also effective on service failure perception. Neither negative emotions nor contagion has direct effect on dissatisfaction. Perceived service failure consisting the dimensions of service quality, has a mediating role between emotional states and feeling of satisfaction. That is, consumers’ dissatisfaction feelings occur if they support their emotional reactions with their cognitive assessments of service quality.

References

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  • Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of The Academy of Marketing Science, 27(2), 184-206.
  • Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229-1238.
  • Barsade, S. G. (2002). The ripple effect: Emotional contagion and its’ influence on group behavior. Administrative Science Quarterly, 47(4), 644-675.
  • Becker, J. C., Tausch, N., & Wagner, U. (2011). Emotional consequences of collective action participation differentiating self-directed and outgroup-directed emotions. Personality and Social Psychology Bulletin, 37(12), 1587-1598.
  • Blodgett, G. J., & Granbois, D. H. (1992). Toward an integrated conceptual model of consumer complaining behavior. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5(1), 93-103.
  • Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post complaint behavior. Journal of Retailing, 73(2), 185-210.
  • Bonifield, C., & Cole, C. (2007). Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses. Marketing Letters, 18(1-2), 85-99.
  • Boote, J. (1998). Towards a comprehensive taxonomy and model of consumer complaining behavior. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 11, 140-151.
  • Boshoff, C. (2012). A neurophysiological assessment of consumers’ emotional responses to service recovery behaviors: The impact of ethnic group and gender similarity. Journal of Service Research, 15(4), 401-413.
  • Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377-393.
  • Çakici, A. C., & Guler, O. (2017). Emotional Contagion and the Influence of Groups on Service Failure and Recovery. Erdoğan Koç (Eds.), In the Service failures and recovery in tourism and hospitality: A practical manual (pp: 135-159). Oxfordshire, UK: CABI.
  • Çokluk, Ö., Şekercioğlu, G., ve Büyüköztürk, Ş. (2010) Sosyal bilimler için çok değişkenli istatistik: SPSS ve LISREL Uygulamaları. Ankara: Pegem Yayıncılık.
  • Chang, J. C. (2008). Tourists' satisfaction judgments: An investigation of emotion, equity, and attribution. Journal of Hospitality & Tourism Research, 32(1), 108-134.
  • Chang, J., Khan, M. A., & Tsai, C. T. S. (2012). Dining occasions, service failures and customer complaint behaviors: an empirical assessment. International Journal of Tourism Research, 14(6), 601-615.
  • Cho, S. B., Jang, Y. J., & Kim, W. G. (2017). The moderating role of severity of service failure in the relationship among regret/disappointment, dissatisfaction, and behavioral intention. Journal of Quality Assurance in Hospitality & Tourism, 18(1), 69-85.
  • Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
  • Doherty, R. W. (1997). The emotional contagion scale: A measure of individual differences. Journal of Nonverbal Behavior, 21(2), 131-154.
  • Du, J., Fan, X., & Feng, T. (2011). Multiple emotional contagions in service encounters. Journal of the Academy of Marketing Science, 39(3), 449-466.
  • Du, J., Fan, X., & Feng, T. (2014). Group emotional contagion and complaint intentions in group service failure: the role of group size and group familiarity. Journal of Service Research, 17(3), 326-338.
  • Du, J., Yang, M., & Liu, J. (2019). Flow effect and resonance effect: group emotional contagion in service failure encounters. Journal of Contemporary Marketing Science, 2(3), 217-232.
  • Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: a theoretical analysis. Journal of Marketing Research, 24(4), 337-346.
  • Gracia, E., Bakker, A. B., & Grau, R. M. (2011). Positive emotions: The connection between customer quality evaluations and loyalty. Cornell Hospitality Quarterly, 52(4), 458-465.
  • Ha, J., & Jang, S. S. (2009). Perceived justice in service recovery and behavioral intentions: The role of relationship quality. International Journal of Hospitality Management, 28(3), 319-327.
  • Ha, J., & Jang, S. S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International journal of Hospitality Management, 29(3), 520-529.
  • Hair, J. F. Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis. (7th ed.), Upper Saddle River, NJ: Prentice Hall.
  • Han, H., & Back, K. J. (2008). Relationships among image congruence, consumption emotions, and customer loyalty in the lodging industry. Journal of Hospitality & Tourism Research, 32(4), 467-490.
  • Han, H., & Jeong, C. (2013). Multi-dimensions of patrons’ emotional experiences in upscale restaurants and their role in loyalty formation: Emotion scale improvement. International Journal of Hospitality Management, 32, 59-70.
  • Han, H., Back, K. J., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers. International Journal of Hospitality Management, 28(4), 563-572.
  • Han, X., Kwortnik, R. J. Jr., & Wang, C. (2008). Service loyalty: An integrative model and examination across service contexts. Journal of Service Research. 11(1), 22-42.
  • Hart, C. W., Heskett, J. L., & Sasser, W. E. Jr. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148-156.
  • Hatfield, E., Bensman, L., Thornton, P. D., & Rapson, R. L. (2014). New perspectives on emotional contagion: a review of classic and recent research on facial mimicry and contagion. Interpersona, 8(2), 159.
  • Hatfield, E., Cacicoppo, T. J., & Rapson, L.R. (1993). Emotional Contagion. Current Directions in Psychological Sciences, 2(3), 93-99.
  • Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? how emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58-73.
  • Hess, R. L., Ganesan, S., & Klein, N. M. (2003). Service failure and recovery: The impact of relationship factors on customer satisfaction. Journal of the Academy of Marketing Science, 31(2), 127-145.
  • Huang, M. C. J., Wu, H. C., Chuang, S. C., & Lin, W. H. (2014). Who gets to decide your complaint intentions? The influence of other companions on reaction to service failures. International Journal of Hospitality Management, 37, 180-189.
  • Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007). The positive and negative effects of switching costs on relational outcomes. Journal of Service Research, 9(4), 335-355.
  • Kalamas, M., Laroche, M., & Makdessian, L. (2008). Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures. Journal of Business Research, 61(8), 813-824.
  • Karasar, N. (2014). Bilimsel araştırma yöntemi. Ankara: Nobel Yayın Dağıtım.
  • Kim, J. H., & Jang, S. S. (2014). A scenario-based experiment and a field study: A comparative examination for service failure and recovery. International Journal of Hospitality Management, 41, 125-132.
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There are 101 citations in total.

Details

Primary Language English
Subjects Tourism (Other)
Journal Section Research Papers
Authors

Ozan Güler 0000-0002-0062-3983

A.celil Çakıcı 0000-0002-9192-1969

Publication Date December 30, 2020
Published in Issue Year 2020 Volume: 5 Issue: 2

Cite

APA Güler, O., & Çakıcı, A. (2020). How a group service failure at a restaurant turns into an individual dissatisfaction? A scenario-based experiment. Journal of Multidisciplinary Academic Tourism, 5(2), 125-141. https://doi.org/10.31822/jomat.802758



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