The Anatomy of Dissatisfaction in Small-Scale Restaurants: Insights from Online Narratives
| dc.authorid | https://orcid.org/0000-0002-8307-8561 | |
| dc.authorid | https://orcid.org/0000-0001-5070-8195 | |
| dc.contributor.author | Çıkı, Kartal Doğukan | |
| dc.contributor.author | Öztürk, Erhan Nuh | |
| dc.date.accessioned | 2026-11-05T09:46:20Z | |
| dc.date.issued | 2026 | |
| dc.department | İktisadi İdari ve Sosyal Bilimler Fakültesi | |
| dc.description.abstract | This study aims to identify the components of customerdissatisfaction in small-scale restaurants by analyzinglow-rated (1- to 3-star) online customer reviews. A totalof 664 low-rated reviews collected from four small-scale restaurants were analyzed using content analysis.Following Braun and Clarke's six-step procedure, opencoding was conducted to identify recurring meaningunits, which were subsequently grouped into higher-ordercategories and conceptualized into broader themes. Thefindings reveal that customer dissatisfaction clustersaround five main themes: service delivery and staffbehavior, food quality and product performance, pricingpractices and perceived value incongruity, operationalprocesses—waiting experience, physical environment andexperiential atmosphere. | |
| dc.identifier.citation | Çiki, K. D., & Öztürk, E. N. (2026). The anatomy of dissatisfaction in small-scale restaurants: Insights from online narratives. Family and Consumer Sciences Research Journal, 55, e70073. https://doi.org/10.1002/fcsr.70073 | |
| dc.identifier.doi | 10.1002/fcsr.70073 | |
| dc.identifier.issn | 1077-727X | |
| dc.identifier.issue | 2 | |
| dc.identifier.scopus | 2-s2.0-105053444747 | |
| dc.identifier.scopusquality | Q1 | |
| dc.identifier.uri | https://hdl.handle.net/11363/12868 | |
| dc.identifier.volume | 55 | |
| dc.indekslendigikaynak | Scopus | |
| dc.institutionauthor | Çıkı, Kartal Doğukan | |
| dc.institutionauthorid | https://orcid.org/0000-0002-8307-8561 | |
| dc.language.iso | en | |
| dc.publisher | John Wiley and Sons Inc | |
| dc.relation.ispartof | Family and Consumer Sciences Research Journal | |
| dc.relation.publicationcategory | Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı | |
| dc.rights | info:eu-repo/semantics/openAccess | |
| dc.subject | customer dissatisfaction | |
| dc.subject | negative experience | |
| dc.subject | online narratives | |
| dc.subject | small-scale restauran | |
| dc.title | The Anatomy of Dissatisfaction in Small-Scale Restaurants: Insights from Online Narratives | |
| dc.type | Article |
