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

Mustafa Ulker (), Cagri Surucu and Pembe Ulker
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Mustafa Ulker: Erciyes University, Faculty of Tourism, Department of Tourism Management, Kayseri, Turkiye
Cagri Surucu: Bartin University, Bartın Vocational School, Department of Hotel, Restaurant and Catering Services, Tourism and Hotel Management Program, Bartın, Türkiye
Pembe Ulker: Erciyes University, Faculty of Tourism, Department of Tourism Management, Kayseri, Turkiye

Journal of Tourismology, 2024, vol. 10, issue 1, 13-24

Abstract: 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.

Keywords: Service failure; Restaurant type; Online reviews; TripAdvisor; Customer complaints (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:ist:iupjot:v:10:y:2024:i:1:p:13-24

DOI: 10.26650/jot.2024.10.1.1372793

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