Özet:

The aim of this study is to show the role of service compensation satisfaction and general satisfaction in the relationship between the perceptions of justice and behavioral intentions of the hotel customers who have experienced service errors. In the research, the judicial sampling technique was preferred and the survey was used. In this framework, customers who met with service errors during their stay in the hotel enterprises in Antalya (including cities) have been taken into the investigation scope. At the end of the study, a total of 674 surveys were obtained. In the analysis of data, in addition to identifying statistics, statistical analyses such as normality test, explanatory and verifying factor analysis have been used. For the purpose of testing the mediation effect, the process macro software was used. The results of the analysis have found that the perception of service justice has a meaningful and positive impact on behavioral intentions, service compensation satisfaction and overall customer satisfaction. The satisfaction of service compensation has a meaningful and positive impact on the overall customer satisfaction and behavioral intention. It has been determined that in the perception of service justice affects behavioral intentions, both service satisfaction and general satisfaction play the instrumental role. * This article was conducted by Nevşehir Hacı Bektaş Veli University, the Institute of Social Sciences in the Main Science Department of Tourism Management, produced from the PhD thesis entitled "Service Justice Perceptions and behavioral intentions of the Hotel Customers' Relationship of Service Replacement Satisfaction and the Intermediate Role of General Satisfaction".

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