Service failures that cause customer dissatisfaction and service recovery strategies in food and beverage businesses
Mustafa AKSOY,
Senem ETYEMEZ,
Nurhayat İFLAZOĞLU
Abstract:The aim of this study is to descriptively determine the service failures that cause customer dissatisfaction in food and beverage businesses and the applied service recovery strategies. Within the scope of the study, data were collected from employees working in various positions in restaurants located in tourism centers in different regions of Turkey, with a semi-structured interview form consisting of 15 questions between the 19th August and 24th August 2022. As a result of the research, it was determined th… Show more
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