Searching travel agencies service failure and service recovery in justice theory

Service failure may arise in the provision of the service, which is a performance, a movement rather than an object, which is created to meet the demands and needs of consumers. Service failure is part of the service industry and service. Even in the most perfectly planned services, a service failure may occur. This situation is similar in tourism services. Travel agencies can also make service failure in the services they offer and apply various methods to recover these failures. In the case of a service purchase, the client's inputs are economic, time, energy and psychological costs, as service recoveries, reimbursement, apology, replacement and other special service recoveries for businesses. Customers are expected to match their inputs in service recoveries. The subject of this research is to examine the service failures and service recoveries of travel agencies in the context of the justice theory. The justice theory relates to the perceptions of persons about the fairness of a situation or decision. People compare their inputs with the output. The questionnaire technique was chosen as the data collection tool and the questionnaire questions prepared in accordance with the information received from the literature were developed and discussed with 19 people working in travel agencies and academicians. 1063 guests were reached who bought travel agency products in Turkey, by e-mail and questionnaires which dropped travel agency's office. Participants were asked to evaluate the service recoveries of travel agencies for service failures. The collected data were analyzed by SPSS program and it was determined how the service failures and service recoveries that occurred during service delivery were perceived by the guests. It is determined that the personnel are effective in the service failure. There are deficiencies in the service recovery strategies of the travel agencies and the guests are expected to be more informed during the service recovery practice and the service recovery process.