Özet:

This study examined the impact of the online compensation method offered by the company on the perception of justice, satisfaction of compensation and favourable behavior on the negative feedback that the customers shared on the online platform after the service error they were exposed. Data from a total of 396 participants have been collected with 6 different scenarios developed, including 2 error levels (low/high) and 3 kinds of reimbursement (forgiveness/reduction cup/reduction donation). The data received was analyzed using the MANOVA method. As a result, the error level and the remedy method have been found to have an effect on the customer's perception of justice, compensation satisfaction and support behavior intentions. It has been understood that the group exposed to a low-level service error has a higher level of justice perception, compensation satisfaction and intention of supporting behavior than the group exposed to a high-level service error. In comparison according to the compensation method, the group that was presented as a compensation was found to have the lowest average. There is no significant difference between the discount coupon and the donation group offered except the perception of justice. Finally, it was found that the differences calculated between the methods of correction applied according to the level of error did not reach the level of meaning. This work is 22. The National Tourism Congress is the extended state of the statement entitled "The level of service error and the effect of the applied kind of reimbursement on post-reimbursement perceptions and attitudes".

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