İşletme Bölümü Koleksiyonu
Permanent URI for this collectionhttps://hdl.handle.net/20.500.11779/1937
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Article Citation - WoS: 6Citation - Scopus: 5User-Generated and Brand-Generated Content as Indicators of University Brand Personality and Business Strategy(Routledge, 2022-04-04) Tosun, Petek; Ayan, Büşra; Karadağ, HandeThe rising competition and social media usage increased the importance of university brand personality and strategic marketing in higher education. This study explores the interrelationships between brand-generated content (BGC) and user-generated content (UGC) on social media and universities’ competitive strategy and brand personality. BGC that included four universities’ tweets and UGC that consisted of consumer comments were analyzed by content and correspondence analysis in R programming language. The findings indicated that BGC was in alignment with universities’ generic strategies. BGC-UGC dispersions across brand personality were in alignment for the differentiator university, while there was a mismatch between BGC and UGC for low-cost universities. The differentiator university was associated with being prestigious, cosmopolitan, and conscientious, while the low-cost universities were associated with sincerity. The findings supported the applicability of generic business strategies to the higher education context and showed the strategic link between brand personality and the pursued generic strategy.Book Part Social Media Marketing of Brands in the Covid-19 Pandemic: Exploring the Crisis-Related Content(IGI Global, 2022) Tosun, PetekThis chapter explores the social media marketing communication of brands in the first days of the novel coronavirus (COVID-19) outbreak within the theoretical framework provided by signaling theory. The social media content of six Turkish brands was examined by content analysis. The findings have shown that brands shared posts in four themes: brand promotion, brand's COVID-19 messages, product promotion, and special day posts. Brands integrated the COVID-19 agenda in their social media communication in two ways. First, they designed and shared posts that focused solely on the pandemic. These COVID-19-related posts constituted a separate category that did not include any direct relevance to the brands' promotion activities. Second, they added COVID-19-related points in their social media posts. This study provides valuable findings for marketing practitioners and academicians regarding social media communication in a global health crisis.Article Kurumsal Sosyal Sorumluluk Çalışmalarında Marka Uyumu ve Algılanan Sosyal İkiyüzlülük(Pamukkale Üniversitesi, 2020) Elif Güner; Tosun, Petek; Güner, ElifArtan çevresel sorunlar, küresel krizler ve sosyal problemler nedeniyle, işletmelerin kurumsal sosyal sorumluluk (KSS) faaliyetleri çok önemli hale gelmiştir. Diğer taraftan, işletmenin faaliyet alanı ile KSS çabaları arasında uyum olmadığında, tüketiciler KSS aksiyonlarını ikiyüzlü olarak algılayabilmektedir. Bu çalışmanın amacı, marka-KSS uyumunun, tutum aracı değişkeni üzerinden satın alma niyeti üzerindeki etkisini ve algılanan sosyal ikiyüzlülüğün marka-KSS uyumu ve marka tutumu ilişkisi üzerindeki rolünü incelemektir. Araştırma modeli, deneysel serim ile test edilmiştir. Marka-KSS uyumu yüksek olduğunda markaya yönelik tutumun, marka-KSS uyumunun düşük olduğu duruma kıyasla daha olumlu olduğu bulunmuştur. Marka-KSS uyumunun yüksek olması, markaya yönelik tutumu ve satın alma niyetini olumlu etkilemektedir. Marka-KSS uyumunun düşük olduğu deney grubunun markaya yönelik tutumu da hiçbir KSS faaliyetinden bahsedilmeyen kontrol grubuna göre daha pozitiftir. Marka-KSS uyumunun satın alma niyetini doğrudan etkilemediği, tutum değişkeninin aracılık etkisi üzerinden dolaylı bir etkiye sahip olduğu belirlenmiştir. Algılanan ikiyüzlülüğün marka-KSS uyumu ve marka tutumu ilişkisindeki düzenleyici etkisinin anlamlı olmadığı görülmüştür.Article Citation - WoS: 8Citation - Scopus: 9Corporate Social Responsibility Disclosure on the Websites of Coffee Chains in Turkey(Emerald, 2021-08-13) Tosun, PetekPurpose – Coffee is among the primary products that attract the public attention to the social andenvironmental responsibilities of companies. Coffee shops have a big carbon footprint because of their dailyoperations. With the rising consciousness about sustainability in developing countries, online disclosure ofcorporate social responsibility (CSR) is becoming increasingly important for not only multinational but alsolocal coffee chains. The purpose of this study is to analyze the extent to which coffee chains include CSR ontheir websites.Design/methodology/approach – Turkey, which is a large emerging economy with an expandingcoffee chain market, is selected as the research context. The CSR disclosure on the websites of coffee chains isexamined by content analysis according to CSR dimensions. A sample of 27 coffee chains with more than tenstores is included in the analysis.Findings – Foreign coffee chains disclose more information on the environment and fair trade than localcoffee chains. On the other hand, CSR content in websites of foreign and local coffee chains does not differsignificantly in human resources and community dimensions. Foreign coffee chains have comparativelylonger brand history, more rooted brands and larger networks than local coffee chains.Originality/value – To the best of the author’s knowledge, this study is the first that used a contentanalysis about CSR on the websites of coffee chains in Turkey. Findings contribute to the understanding ofCSR disclosure in the coffee chain industry and can be beneficial for researchers and managers in otheremerging markets.Keywords Marketing, Turkey, Emerging markets, CSR, Corporate social responsibility,Coffee chainsPaper type Research paperConference Object Corporate Social Responsibility Communication of Banks in the First Days of the Covid-19 Pandemic in Turkey(2021) Tosun, PetekThe purpose of this study is to examine corporate social responsibility (CSR) communication and the waysthe pandemic changed CSR communication of banks on social media at the beginning of the COVID-19pandemic in Turkey. A content analysis was made on the Facebook accounts of the biggest public, private,and foreign-owned retail banks in Turkey. The findings have shown that banks have increased their overalland health-related CSR communication during the pandemic. Besides, it was found that each bank had itsunique CSR approach and shifted its CSR activities online. Messages with CSR content got a higher numberof consumer comments than non-CSR messages. Customer interaction levels differed significantly amongmessages that included different CSR content such as health and society. This study reflects Turkish banks’CSR communication on social media, presents comparative results for crisis and non-crisis periods, andprovides analysis results about CSR communication during the pandemic. Besides, it is among the firststudies that examine the financial institutions’ social media marketing communication related to theCOVID-19 pandemic. The findings of this study may help marketing managers in designing their marketingstrategies in crisis times.Article Citation - WoS: 20Citation - Scopus: 27Consumer Complaining Behavior in Hospitality Management(Taylor & Francis, 2021-07-24) Tosun, Petek; Sezgin, Selime; Uray, NimetThe purpose of this study is to investigate the impacts of assertiveness, aggressiveness, and perceived risks on consumer complaining behavior (CCB) in the tourism and hospitality sector. This research utilized a quantitative methodology through the implementation of a two-stage study based on surveys. Study 1 examined the impacts of assertiveness, aggressiveness, and perceived risks on CCB in the context of low-quality summer vacation, while Study 2 further investigated the relationships in the research model by replicating the survey within the framework of high-quality summer vacation. The results were then analyzed through factor and regression analyses. Both of the studies demonstrated that assertiveness positively influences CCB directly and also indirectly via the mediating effect of perceived risks. It was found that aggressiveness positively influences CCB when consumers have high service quality expectations but when they have low expectations for service quality, it is insignificant.Article Citation - WoS: 20Citation - Scopus: 23Voluntary Simplicity: a Content Analysis of Consumer Comments(Emerald, 2021-06-09) Tosun, Petek; Selime Sezgin; Sezgin, SelimePurpose -The voluntary simplification (VS) movement has stemmed from Western societies and gained momentum in the 1980s, but the trend has failed to become a primary perspective for most consumers. The accompanying concepts of conscious consumption, minimalism and accepting that sometimes “less is more” are still vivid in the digital era. The purpose of this study is to provide a deep and recent understanding of the consumer comments about minimalism in Turkey and examine their associations with the prominent themes in the VS literature.Design/methodology/approach -Consumer comments posted on online platforms were analyzed by content analysis and word frequency analysis.Findings -Consumer comments were in parallel to the themes in the VS literature and were classified under personal growth, material simplicity, sustainability, proper technology usage and self-sufficiency categories. Personal growth, material simplicity and sustainability were the first three dimensions mentioned. The prominent sub-themes that emerge from data were psychological well-being, inner peace, freedom, meaningful experiences and getting rid of belongings. A word frequency analysis pointed out that “life” and “owning” were the evident words in the personal growth category, “purchasing things” were mostly mentioned in the material simplicity category and “plastic litter” and “excessive consumption” were the prominent concerns in the sustainability category.Originality/value -VS required further research in different national contexts. Besides, an analysis of the dimensions of VS was needed. This study contributes by providing recent and rich findings from a developing country, connecting them with the VS themes in the literature and suggesting a conceptual framework enriched by sub-themes that emerged from data.Book Part Exploring Elderly Customer-Employee Rapport in Services: Managerial and Social Implications(IGI Global, 2021) Tosun, PetekThe increasing share of older people in the population has influenced the economic and social life andservices sectors. Banking services are integrated into almost all of the daily transactions and inevitablefor older consumers. This study aims to examine the special needs and expectations of older customers in retail banking. A survey was conducted on frontline salespeople in branches. The findings haveshown that older consumers expect special attention from their customer relationship managers. Therelationship managers have positive attitudes toward older consumers and high customer-employeerapport levels. Attitude and rapport constructs are positively and significantly correlated. In addition,relationship managers were divided into three clusters depending on their rapport levels and perceivedbranch visit reasons. This chapter has provided current empirical findings, insights, and managerialrecommendations about customer-employee relationships in the older consumers and services contexts.Article The Impact of Marketing on the Business Performance of Companies: a Literature Review(2021-02-22) Köylüoğlu, A. Selçuk; Doğan, Mesut; Tosun, PetekThe technology-based global competition environment that pushes businesses to constructive transformation in order to ensure customer satisfaction has further increased the importance of marketing capabilities in business strategies. The purpose of the literature review is to summarize the previous studies about marketing-financial performance nexus. Studies that were published between 1969 and 2019 could be reached from the EBSCO database were included in the literature review. A significant number of studies conducted in different countries have shown that marketing spending is an investment that creates value for the company and has a positive impact on firm profitability, firm value or firm sales. This study contributes to the literature by summarizing the research findings on the effects of marketing investments on business performance.Book Part Corporate Social Responsibility in the Food Industry From a Marketing Perspective.(Livre de Lyon, 2020) Tosun, Petek; Selçuk KöylüoğluRapid developments in technology, the increase in the world population, environmental degradation, pandemics, and various social problems have led to a different perception and understanding of marketing. Marketing has been increasingly expected to embrace and even contribute to the remedy of issues such as obesity and been discussed from a social responsibility perspective. Although several studies have investigated the impact of CSR in the food sector, the market shares of sustainable products are generally low, so there is a need to comprehend better the effect of CSR on food marketing in different contexts. To compile previous research and present findings in an integrated way, this study focuses on CSR in the food industry from a marketing perspective.