Social network analysis of e-complaints in fast food sectors in Turkey

Authors

  • Deniz Yüncü Anadolu University
  • Hilmi Rafet Yüncü Anadolu University

Keywords:

Customer complaints, e-complaints, fast food sector, social network analyse

Abstract

Complaint is defined as an act of reflecting a dissatisfying situation to other side. Consumers act differently while they are expressing their dissatisfaction. Consumer complaints constitute an important feedback mechanism for companies. Thanks to these feedbacks, the firms get a chance to correct the mistake in the process of production and to produce a more satisfying product. Consumers express their complaints about the dissatisfying processes through feedback to the firm, expressing them to their friends, or resentment. With the developments in the Internet technology, it is seen that complaints have become widespread. Consumers let more people know about their complaints by expressing them in the internet environment. Therefore, the firms should attach importance to e-complaints and tolerate the dissatisfaction of their consumers. Although there are some studies about consumer complaints in the tourism area, there are not any studies about fast-food agencies. For this reason, it is aimed to categorize the fast-food agencies in www.sikayetvar.com.

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Author Biographies

Deniz Yüncü, Anadolu University

Assistant Professor, Anadolu University, Faculty of Business Administration, Department of Hospitality Management

Hilmi Rafet Yüncü, Anadolu University

Assistant Professor, Anadolu University, Faculty of Tourism, Department of Tourism Management

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Published

2015-07-13

How to Cite

Yüncü, D., & Yüncü, H. R. (2015). Social network analysis of e-complaints in fast food sectors in Turkey. Journal of Human Sciences, 12(2), 235–243. Retrieved from https://j-humansciences.com/ojs/index.php/IJHS/article/view/3323

Issue

Section

Tourism