The anatomy of dissatisfaction in small-scale restaurants: Insights from online narratives
Family and Consumer Sciences Research Journal, cilt.55, sa.2, 2026 (ESCI, Scopus)
- Yayın Türü: Makale / Tam Makale
- Cilt numarası: 55 Sayı: 2
- Basım Tarihi: 2026
- Doi Numarası: 10.1002/fcsr.70073
- Dergi Adı: Family and Consumer Sciences Research Journal
- Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus, Agricultural & Environmental Science Database, Psycinfo, Social Science Premium Collection (ProQuest), Business Source Ultimate (EBSCO), Education Collection (ProQuest), Sociology Source Ultimate (EBSCO)
- Anahtar Kelimeler: customer dissatisfaction, negative experience, online narratives, small-scale restaurants
- İstanbul Gelişim Üniversitesi Adresli: Evet
Özet
This study aims to identify the components of customer dissatisfaction in small-scale restaurants by analyzing low-rated (1- to 3-star) online customer reviews. A total of 664 low-rated reviews collected from four small-scale restaurants were analyzed using content analysis. Following Braun and Clarke's six-step procedure, open coding was conducted to identify recurring meaning units, which were subsequently grouped into higher-order categories and conceptualized into broader themes. The findings reveal that customer dissatisfaction clusters around five main themes: service delivery and staff behavior, food quality and product performance, pricing practices and perceived value incongruity, operational processes—waiting experience, physical environment and experiential atmosphere.