Scopus
🔓 Açık Erişim YÖKSİS DOI Eşleşti
SJR Q1
The effects of eWom triggered service recovery on customer citizenship behavior in the hospitality industry: The moderating role of failure severity
International Journal of Tourism Research · Temmuz 2024
YÖKSİS Kayıtları
The effects of eWom triggered service recovery on customer citizenship behavior in the hospitality industry: The moderating role of failure severity
INTERNATIONAL JOURNAL OF TOURISM RESEARCH · 2024 SSCI
Dr. Öğr. Üyesi ENGİN TENGİLİMOĞLU →
YÖKSİS Kayıtları — ISSN Eşleşmesi
The effects of eWom triggered service recovery on customer citizenship behavior in the hospitality industry: The moderating role of failure severity
2024 ISSN: 1099-2340 SSCI Q1
Dr. Öğr. Üyesi ENGİN TENGİLİMOĞLU →
Makale Bilgileri
ISSN10992340
Yayın TarihiTemmuz 2024
Cilt / Sayfa26
Scopus ID2-s2.0-85198733197
Erişim🔓 Açık Erişim
Özet
This study examines service failures in the hospitality industry, amplified by the shift to online platforms, and highlights the need for effective online recovery methods. These methods are crucial for retaining existing customers and preventing potential customer loss. Despite its importance, customer citizenship behavior resulting from service recovery must be noticed. This study examines the impact of service failure severity and online recovery methods on customer citizenship behavior, employing six scenarios varying in severity and recovery strategies. Multi-group scanning electron microscope analysis reveals that justice types positively influence recovery satisfaction, enhancing customer citizenship behaviors. Failure severity moderates the relationship between recovery satisfaction and customer citizenship behavior, with recovery satisfaction being more effective in promoting advocacy and tolerance behaviors during low-severity failures. However, this effect diminishes in high-severity failures. Effective recovery strategies can transform negative service failures into positive outcomes for hospitality organizations.
Yazarlar (2)
1
Engin Tengilimoglu
ORCID: 0000-0001-7080-6147
2
Yüksel Öztürk
ORCID: 0000-0002-4320-5626
Anahtar Kelimeler
customer citizenship behavior
failure severity
online recovery
service failures
Kurumlar
Ankara Hacı Bayram Veli University
Ankara Turkey
Selçuk Üniversitesi
Selçuklu Turkey
Scimago Dergi (ISSN Eşleşmesi)
International Journal of Tourism Research
Q1
SJR Skoru1,010
H-Index96
YayıncıJohn Wiley and Sons Ltd
ÜlkeUnited Kingdom
Geography, Planning and Development (Q1)
Nature and Landscape Conservation (Q1)
Tourism, Leisure and Hospitality Management (Q1)
Transportation (Q2)
Metrikler
8
Atıf
2
Yazar
4
Anahtar Kelime