İşletme Bölümü Koleksiyonu

Permanent URI for this collectionhttps://hdl.handle.net/20.500.12469/66

Browse

Now showing 1 - 20 of 31

Citation - WoS: 84
Citation - Scopus: 97
When Does (mis)fit in Customer Orientation Matter for Frontline Employees' Job Satisfaction and Performance?
(Amer Marketing Assoc, 2016) Mengüç, Bülent; Auh, Seigyoung; Katsikeas, Constantine S.; Jung, Yeon Sung
The role of coworkers' customer orientation (CO) in influencing an employee's CO has received sparse attention in the literature. This research serves two purposes. First the study draws on person-group fit theory to develop and test a model of a frontline employee's CO relative to that of his or her coworkers as well as the effects of CO (mis)fit on job satisfaction and service performance through coworker relationship quality. Second the authors propose three workgroup characteristics-group size service climate strength and leader. member exchange differentiation-that they expect to mitigate the (negative) positive effect of employee. coworker CO (mis) fit on coworker relationship quality. Data collected in a multirespondent (i.e. frontline employees and supervisors) longitudinal research design indicate that as group size increases service climate becomes stronger and group leaders develop different exchange relationships with employees the inherently (negative) positive role of employee-coworker CO (mis) fit in influencing coworker relationship quality diminishes. Furthermore coworker relationship quality fully mediates the associations of employee-coworker CO (mis) fit with job satisfaction and service performance. The authors close with a discussion of the theoretical and practical implications of the boundary conditions of CO (mis)fit.
Citation - WoS: 26
Citation - Scopus: 31
Customer Participation Variation and Its Impact on Customer Service Performance: Underlying Process and Boundary Condition
(Sage Publications, 2020) Mengüç, Bülent; Auh, Seigyoung; Wang, Fatima
Drawing on the customer participation (CP) literature, this research proposes that CP variation is the degree to which employees perceive variability across customers with regard to customers sharing information, time, and effort and making suggestions to enhance the service delivery process and outcome. Drawing on the job demands-resources model, this research explicates the mediating process by which CP variation affects customer service performance and its boundary conditions. Study 1 uses data from a field study in the banking industry to show that CP variation negatively influences customer service performance through greater customer-related burnout. The authors show that this mediation process is moderated by contingencies that mitigate or exacerbate the indirect relationship. Study 2 further validates the CP variation construct by testing for discriminant validity against similar and related constructs, such as CP quality, in more diverse service industries (insurance, legal consulting, travel and tourism, health care, and physical fitness). Finally, an examination of the moderating role of CP quality provides a more nuanced picture of the intricacies between CP variation and CP quality. This article concludes with a discussion of the theoretical and practical implications for CP variation research.
Citation - WoS: 55
Citation - Scopus: 66
Role Conflict Role Ambiguity and Proactive Behaviors: Does Flexible Role Orientation Moderate the Mediating Impact of Engagement?
(Routledge Journals Taylor & Francis Ltd, 2019) Maden-Eyiusta, Ceyda
This study investigates the relationships between role conflict role ambiguity and proactive behaviors at work (i.e. individual innovation and taking charge) as mediated by work engagement. It also investigates the moderating role of flexible role orientation on the relationships between role conflict and ambiguity work engagement and employee proactivity. Data were collected from 227 employees and their supervisors working in 20 small and medium-sized enterprises in Istanbul Turkey. The findings indicated that role conflict was negatively related to taking charge while role ambiguity was negatively related to individual innovation. Work engagement acted as a full mediator in the relationship between role ambiguity and individual innovation while partially mediating the relationship between role conflict and taking charge. With regard to the moderating role of flexible role orientation the findings indicated that the conditional indirect relationship between (a) role conflict and taking charge and (b) role ambiguity and individual innovation through engagement were stronger when the level of flexible role orientation was low.
Citation - WoS: 10
Citation - Scopus: 12
Responses To Replica (vs. Genuine) Touristic Experiences
(Pergamon-Elsevier Science, 2020) Gülen, Sarial-Abi; Ezgi, Merdin-Uygur; Gürhan-Canlı, Zeynep
A growing trend in tourism is the use of replica experiences. Yet, consumers' responses to replica (vs. genuine) touristic experiences are mostly overlooked in the literature. In this paper, we propose that consumers' perceptions of authenticity of the replica (vs. genuine) touristic experiences mediate their responses to these experiences. We define three theoretically driven factors that influence the authenticity perceptions of consumers-experience characteristics (restricted experience vs. not restricted experience; within close vs. distant geographical proximity to the genuine) and a consumer characteristic (salient goal: collecting experiences vs. having fun/pleasure), which influence consumers' responses to replica and genuine touristic experiences. We found support for the proposed theory using two field studies from Egypt's Luxor Tutankhamun tomb and three experimental studies.
Citation - WoS: 12
Citation - Scopus: 17
Corporate Diversification and Firm Value: Evidence From Emerging Markets
(Emerald Group Publishing Limited, 2015) Akben Selçuk, Elif
Purpose - The purpose of this paper is to investigate the impact of corporate diversification on firm value in a sample of nine emerging markets including Brazil Chile Indonesia Malaysia Philippines Poland South Africa Thailand and Turkey. For the purpose of this study a company is classified as diversified when it is operating in two or more lines of business defined by the two-digit SIC codes. Design/methodology/approach - Employing panel data from 1568 companies for the period 2005-2010 this paper estimates both a fixed effects model and a dynamic generalized method of moments model. Data are collected both at company level and segment level within each firm. Findings - Overall analysis results suggest that for the period from 2005 to 2010 diversified firms in emerging markets are valued more compared to single-segment firms operating in similar industries providing support for diversification premium. Originality/value - The effect of diversification on company value in emerging markets is an important managerial and public policy concern. Although the literature on developed country diversified firms is rich only a few studies have examined diversification-value relationship in the context of developing countries. Furthermore most previous research on the value effects of corporate diversification in emerging markets has taken the form of case studies within countries and concentrated on the 1990s. This paper tries to fill these gaps by using a larger sample and more recent data and methodology.
Citation - WoS: 3
Citation - Scopus: 6
How Does Self-Concept Clarity Influence Happiness in Social Settings? the Role of Strangers Versus Friends
(Routledge Journals Taylor & Francis Ltd, 2019) Merdin-Uygur, Ezgi; Sarial-Abi, Gulen; Gurhan-Canli, Zeynep; Hesapci, Ozlem
Self-concept clarity (SCC) defined as the extent to which the content of an individual's self-beliefs is clearly and confidently defined and internally consistent influences experiences in social relationships. This paper extends the previous literature on SCC by proposing and demonstrating that high-SCC individuals anticipate and experience more happiness than low-SCC individuals when they share a social setting with friends and anticipate and experience less happiness than low-SCC individuals when they share a social setting with strangers and that this is because of perceived interpersonal distance. A series of four studies including both online studies and a field study support these predictions. Alternative explanations of self-esteem and self-efficacy are also ruled out. The findings yield both theoretical contributions and practical implications.
Citation - WoS: 16
Citation - Scopus: 22
Empirical Evidence of Revenue Management in the Cruise Line Industry
(Sage Publications Inc, 2019) Ayvaz Çavdaroğlu, Nur; Gauri, Dinesh K.; Webster, Scott
Revenue management (RM) has received considerable attention from both academic and business professionals. It encompasses several techniques regarding capacity allocation pricing and resource management of fixed time-sensitive capacity. RM can be roughly divided into two categories defined by the control mechanism that increases revenue: capacity allocation or price optimization. Our work falls in the latter category. In our model we allow for partial substitutability among products (e.g. a customer making a purchase decision may consider multiple alternatives-different departure dates different destinations different cabin types). We also include marketing expense in addition to prices as a lever for increasing revenue. These features are relevant to dynamic pricing in practice. The method is illustrated with booking data from a cruise company yielding optimal advertising and prices for 300 products. The application of the model results in an increase in revenue in the range of 8%-20%.
Citation - WoS: 20
Citation - Scopus: 25
Unpacking the Relationship Between Materialism Status Consumption and Attitude To Debt the Role of Islamic Religiosity
(Emerald Group Publishing Limited, 2016) Yeniaras, Volkan
Purpose - The purpose of the study is to investigate how religiosity affects these relationships inTurkey where consumption is de-stigmatized among a new economic elite with strong ties to Islamism. The literature commonly associates religion and ideology with anti-capitalism and anti-consumption. Although consumer researchers have studied both topics examination of whether materialistic values translate into status consumption and whether religiosity has an effect on the relationship between status consumption and consumer attitude to debt remains scant. Design/methodology/approach - This paper investigates the relationship of materialism to status consumption and the mediating role of Islamic religiosity on the relationship between status consumption and attitude to debt. Structural equations modeling was used on a judgmental sample of 267. Findings - The results showed that the materialistic values positively affect status consumption for the Islamists. This paper concludes that Islamic religiosity not only does not reject consumption but also augments the relationship between status consumption and consumer attitude to debt. Originality/value - The findings have shown that previous studies that identify Islam as a threat to consumerism have overseen the class struggles and the role of status consumption. This paper successfully provided empirical evidence that the religiosity not only does not reject consuming but intensifies the relationship between status consumption and attitude to debt for those with Islamist dispositions.
Citation - WoS: 8
Citation - Scopus: 9
A New Energy Paradigm for Turkey: A Political Risk-Inclusive Cost Analysis for Sustainable Energy
(Elsevier Science, 2011) Oksay, Serhan; İşeri, Emre
Implementing sustainable development policies in order to achieve economic and social development while maintaining adequate environmental protection to minimize the damage inflicted by the constantly increasing world population must be a major priority in the 21st century. While the emerging global debate on potential cost-effective responses has produced potential solutions such as cap and trade systems and/or carbon taxes as part of evolving sustainable energy/environmental policies this kind of intellectual inquiry does not seem to be an issue among Turkish policy-making elites. This is mainly due to their miscalculation that pursuing sustainable energy policies is much more expensive in comparison to the utilization of fossil fuels such as natural gas. Nevertheless the pegged prices of an energy sector dominated by natural gas are illusive as both the political risks and environmental damage have not been incorporated into the current cost calculations. This paper evaluates energy policies through a lens of risk management and takes an alternative approach to calculating energy costs by factoring in political risks. This formulation reveals that the cost of traditional fossil-based energy is in fact more expensive than renewable energy. In addition to being environmentally friendly the paradigm shift towards renewable energy policies would provide Turkey with a significant opportunity to stimulate its economy by being one of the first countries to develop green technologies and as a result this burgeoning sector would prompt job creation as well ; mainly due to the externalities. (C) 2011 Elsevier Ltd. All rights reserved.
Citation - WoS: 25
Citation - Scopus: 28
Efficiency Analysis of Emergency Departments in Metropolitan Areas
(Elsevier, 2020) Akkan, Can; Karadayı, Melis Almula; Ekinci, Yeliz; Ulengin, Füsun; Uray, Nimet; Karaosmanoğlu, Elif
The demand in the healthcare industry is increasing exponentially due to aging population of the world and this is leading to a rapid increase in the cost of healthcare. The emergency departments of the hospitals are the frontline of health care systems and play an additional critical role in providing an efficient and high-quality response for patients. The overcrowding at the emergency departments due to growing demand results in a situation where the demand for ED services exceeds the ability to provide care in a reasonable amount of time. This has led countries to reconsider their health policies in a way to increase their efficiency in their healthcare systems in general and in emergency departments, in particular. As in many countries, there has been a steady and significant increase in the number of patients that seek health services at the emergency departments of state hospitals of Turkey, due to the significant structural reforms in health services since 2003. While meeting this increasing demand, it is ever more important to provide these critical health services efficiently. Therefore, the efficiency of the emergency departments of seven general hospitals run by Istanbul's Beyoglu State Hospitals Association have been analyzed using categorical Data Envelopment Analysis (DEA) models. The analysis of DEA results is supported by a set of statistical methods to make it easier for the hospital administrators to interpret the analysis and draw conclusions. The analysis shows that less-equipped EDs are supported by better equipped, larger EDs, resulting in a hub-and-spoke type of structure among the EDs where "satellite" EDs serve an important referral function and thus evaluating their efficiency without taking the interoperability among these units into account would not be an accurate assessment of their performance.
Citation - Scopus: 28
Strategic Positioning and Quality Determinants in Banking Service
(2011) Akdag, Hatice Camgöz; Zineldin, Mosad
Purpose - The aim of this paper is to investigate and define the competitive positioning of banks including state-owned domestic and foreign banks operating in Istanbul Turkey. The aim is to check the competitive marketplace and to identify the major quality attributes which bankers themselves and their customers used in determining the overall perception of a given bank and services offered. Design/methodology/approach - The investigation was held in Istanbul Turkey. In total 30 banks were included in the research which includes state-owned local and foreign-owned banks. A total of 1530 questionnaires were submitted answers collected and analyzed. Reliability test and frequency analysis were used to analyze the data. Findings - From the banks' customers' point of view determinants relating to functional quality or how the customers wish to receive banking services became evident. It also became clear that customers of banks are not fully receiving what they want or need and their expectations especially on the most important attributes of quality are not being met. Research limitations/implications - The survey showed how the banks were selected and including their employees in relation to the other competitors' banks in the Turkish banking industry. Originality/value - The paper demonstrates an integrated technology use of staff talent and streamlined operations that respond to customer needs and encourage customers to use the whole range of banking products/services rather than only a few as the end game. The results were used by bank staff later on to reengineer and redesign creatively their positioning strategy and the future direction for creating more effective quality strategies. © 2011 Emerald Group Publishing Limited.
Citation - WoS: 64
Citation - Scopus: 79
Service Employee Burnout and Engagement: the Moderating Role of Power Distance Orientation
(Springer, 2016) Auh, Seigyoung; Mengüç, Bülent; Spyropoulou, Stavroula; Wang, Fatima
Studies show that service employees are among the most disengaged in the workforce. To better understand service employees' job engagement this study broadens the scope of the job demands-resources (JD-R) model to include power distance orientation (PDO). The inclusion of PDO enriches the JD-R model by providing a key piece of information that has been missing in prior JD-R models: employees' perceptions of the source of job demands (i.e. supervisors) or employees' views of power and hierarchy within the organization. Study 1 uses a survey-based field study to show that employees with a high (compared to low) PDO feel more burnout due to supervisors when they are closely monitored by their supervisors. Study 1 further supports the finding that employees with high (compared to low) PDO feel less disengagement despite burnout due to supervisors. Study 2 using a lab experiment and Study 3 relying on a survey-based field study unveil why these effects were observed. Stress and job satisfaction emerge as mediators that explain the findings from Study 1. Implications of the role of PDO are discussed to improve the current understanding of how job engagement can improve customer service performance.
Citation - WoS: 4
Citation - Scopus: 4
Babbling Through Social Media: a Cross-Country Study Mapping Out Social Networks Using Ewom Intentions
(Springer, 2023) Zülal, İşler; Kıygı-Çallı, Meltem; El Oraiby, Maryam
This research aims to determine the factors affecting the users’ electronic word-of-mouth (eWOM) seeking and sharing intentions and to reveal the interactions among and within clusters using social network analysis (SNA). This study includes three hierarchical sub-studies conducted in two countries, Turkey and Poland. First, we develop a segmentation for social networking site (SNS) users based on the frequency of sharing product-related information on SNSs. Second, we investigate the impact of several factors that affect eWOM seeking and sharing intentions using regression analysis. In the second sub-study, we also include the identified segments developed in the first sub-study as another factor that may have differentiated eWOM intentions. Third, to understand the degree of interaction among SNS users, we apply an SNA using the forecasted eWOM intentions scores from the second sub-study, which gives us hypothetical social networks. The results of SNA present strong interactions inter- and intra-clusters in both countries. Some key findings include the identification of three SNS user segments, including “Middlers,” that may be of particular interest to brands. We also find that in terms of eWOM intentions, users in Turkey are more active than in Poland. Although some predictors of eWOM seeking and sharing intentions differ between the two countries, users intend to be more active in eWOM seeking than in eWOM sharing. The comparative study provides valuable insights for decision-makers to engage different market segments via SNSs with various proposed features using suggested information contents for selected product categories.
Citation - Scopus: 47
Patterns of B2b E-Commerce Usage in Smes
(Emerald Group Publishing Limited, 2012) Sila, Ismail; Dobni, Dawn M.
Purpose - The purpose of this paper is to identify the B2B e-commerce (B2BEC) usage patterns of North American small- and medium-sized enterprises (SMEs) in their supply chains the contextual factors that influence usage patterns and the subsequent effects of these patterns on firm performance. Design/methodology/approach - The authors conducted an online survey of North American SMEs and obtained 229 responses. They utilized several statistical methods including cluster analysis and profile analysis to test five hypotheses. Findings - The TOE framework supplemented with interorganizational factors provides a valid theoretical guideline to study firms' B2BEC usage patterns. Three distinct types of B2BEC usage patterns - E-Limiteds E-Leaders and E-Laggards - emerged. Different sets of contextual factors contribute to the formation of these three patterns of B2BEC adoption. Higher levels of B2BEC usage result in stronger firm performance. Research limitations/implications - Future clustering variables could be more specific. The effects of other potential contextual factors should also be explored by future studies. This study can be replicated in other countries to determine whether the findings can be generalized. Practical implications - In light of the potential performance improvements that B2BEC adoption offers managers should assess the risks associated with maintaining their current speed of e-business deployment versus the risks associated with escalating it. Organizations that have been more reactive should consider how well or ill their sluggish approach prepares them for navigating the inevitability of increasing sophistication in supply chain management. Originality/value - Limited empirical research exists on theB2BECusage patterns of NorthAmerican SMEs the contextual factors that motivate them to adopt different B2BEC technologies in their supply chains and how each of these usage patterns affects their performance. The current study contributes to the literature by shedding light on these issues. © Emerald Group Publishing Limited.
Citation - WoS: 24
Citation - Scopus: 30
Frontline Employee Feedback-Seeking Behavior: How Is It Formed and When Does It Matter?
(Sage Publications Inc, 2019) Auh, Seigyoung; Mengüç, Bülent; İmer, Havva Pınar; Uslu, Aypar
This research comprises two studies that extend the literature on the proactive behavior of feedback seeking. Study 1 uses cross-sectional data from frontline employees across 51 apparel stores to examine how feedback seeking is formed and under what conditions. The results suggest that the development of feedback-seeking behavior is contingent on a feedback-seeking climate and the relationship between an employee and his or her supervisor. Study 2 uses longitudinal data collected across three time periods from multiple respondents (i.e. frontline employees and managers) not only to replicate the findings from Study 1 but also to explore when feedback seeking matters. The findings reveal that managers should target employees who are less (vs. more) satisfied with their jobs because such employees perceive more instrumental value from feedback as a means to improve customer service and sales performance. The findings from this research provide insights that managers can use to increase feedback-seeking behavior from employees and effectively identify and manage the conditions under which feedback seeking will occur to greater or lesser degrees.
Citation - WoS: 161
Citation - Scopus: 195
Municipal Solid Waste Management Via Multi-Criteria Decision Making Methods: a Case Study in Istanbul Turkey
(Elsevier Science, 2018) Çoban, Aslı; Ertiş, İrem Fırtına; Çavdaroğlu, Nur Ayvaz
In contemporary era solid waste management has become an important issue for developing countries. Rapidly increasing population higher life-standards and technological advancements consistently increase the amount and the diversity of solid waste. In such a complicated environment municipal authorities need to develop the most effective disposal solution to manage the ever-growing municipal solid waste. In this study various disposal techniques that are utilized globally are investigated and different scenarios that could be applicable to Turkey are created. These scenarios might also be implementable for other Europe and Central Asia (ECA) countries. For that purpose 8 solid waste disposal scenarios were evaluated via 7 criteria which are determined according to the opinions of the experts from the field. Towards this end three different multi-criteria decision-making methods namely Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) Preference Ranking Organization Method for Enrichment Evaluations (PROMETHEE) I and PROMETHEE II were utilized for the scenario evaluation. Consequently the most appropriate and feasible scenarios are determined. The results indicate the prominence of recycling and landfill technologies for developing countries. The results are consistent by means of all the three methodologies that are used. (C) 2018 Elsevier Ltd. All rights reserved.
Citation - WoS: 8
Citation - Scopus: 10
The Limitations of Turkey's New Foreign Policy Activism in the Caucasian Regional Security Complexity
(Routledge Journals Taylor & Francis Ltd, 2011) İşeri, Emre; Dilek, Oğuz
A panoramic outlook on the present global system shows that the US has been failing to preserve its global preponderance against the rise of new contenders from Asia. Turkey's new foreign policy demeanor under the AKP government reflects this shift of global power from the West to the East leaning on both of these two poles (especially Russia and the US) thereby aims at creating a 'zero-problem' situation with the neighboring Caucasian states. Yet this strategy has not achieved its goal mainly due to the ongoing debates not only between Moscow and Washington but also between Azerbaijan and Armenia in the Caucasian Regional Security Complexity. This work tries to read all these developments by applying insights from the neoclassical realist standing and argues that there are two main hindrances to the plan's success: the dynamics of the current global system and the security complexity of the Caucasus region.
Citation - WoS: 101
Citation - Scopus: 121
The Role of Climate: Implications for Service Employee Engagement and Customer Service Performance
(Springer, 2017) Mengüç, Bülent; Auh, Seigyoung; Yeniaras, Volkan; Katsikeas, Constantine S.
This research attempts to challenge the resource-engagement and engagement-performance linkage of the job demands-resources model by testing these links under the moderating role of two climates: performance-focused and service failure recovery. Two studies test a model on the boundary conditions of the linkages across four service industries. The results suggest that whether a resource (i.e. self-efficacy and job autonomy) positively or negatively affects engagement depends on whether (1) a climate is appraised as a challenge or hindrance demand and (2) a climate is deemed a complementary or compensatory resource. Using multi-respondent data from customer service employees and their supervisors in the health care industry Study 1 conceptualizes climate as organizational climate and finds that performance-focused climate strengthens (weakens) the positive effect of self-efficacy (job autonomy) on engagement while service failure recovery climate weakens the positive impact of self-efficacy on engagement. Study 2 generalizes the findings from Study 1 and provides broad support by testing the model using psychological climate in the financial services tourism and hospitality and retailing industries. This study closes with a configuration approach to climate research by discussing when multiple climates can co-exist under different types of resources.
Citation - WoS: 6
Citation - Scopus: 6
Alone but Together Autonomous but Related: Self-Construal Effects on Happiness in Social Experiences
(Wiley, 2018) Merdin-Uygur, Ezgi; Hesapci, Ozlem
Communal tables and open workspaces have become popular servicescapes that is contemporary spaces for experiencing dining or working alone but together. Previous research demonstrates that experiencing with close others (e.g. with friends or family) increases happiness and satisfaction but experiences shared with strangers in contexts such as communal tables or workshops have not yet been thoroughly analyzed. Addressing this research gap from a social-psychological perspective we suggest that even though individuals are generally happier when they share experiences with loved ones self-construal plays a moderating role in the relationship. Individuals with high autonomy and high relatedness do not anticipate greater happiness from experiences shared with friends than with those shared with strangers. Three experimental studies (two online and one field) demonstrate this effect using different operationalizations of autonomy relatedness. Managerial implications are discussed and suggestions are made for future research.
Citation - WoS: 5
Uncovering the Relationship Between Materialism Status Consumption and Impulsive Buying: Newfound Status of Islamists in Turke
(Univ Babes-Bolyai, 2016) Yeniaras, Volkan
Islam is often associated with anti-consumerism. This study suggests that a new elite with explicitly Islamist dispositions is being constructed in Turkey and aims to provide evidence that these elites build their identity through consumption that reflects its newfound status which leads to impulsive buying. This paper investigates the relationship of materialism to impulsive buying and the mediating role of status consumption on this association. To analyse whether the new elites differ from the general public in their consumption preferences two sets of data were collected from a judgmental sample of 267 individuals with explicit Islamist dispositions and a stratified random sample of 413. The results provide empirical evidence to suggest that motivated by materialistic values the explicitly Islamist individuals with high status consumption tendencies are likely to buy products/services impulsively.

Browse

Browsing İşletme Bölümü Koleksiyonu by Scopus Q "Q1"