İşletme Bölümü Koleksiyonu

Permanent URI for this collectionhttps://hdl.handle.net/20.500.11779/1937

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Start date: 2020Publisher: search.filters.publisher.Taylor & Francis

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  • Article
    Citation - WoS: 20
    Citation - Scopus: 27
    Consumer Complaining Behavior in Hospitality Management
    (Taylor & Francis, 2021-07-24) Tosun, Petek; Sezgin, Selime; Uray, Nimet
    The 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 - Scopus: 14
    Supervisor and Customer-Driven Stressors To Predict Silence and Voice Motives: Mediating and Moderating Roles of Anger and Self-Control
    (Taylor & Francis, 2020-07-02) Muhammad Kashif; Shanika Wijenayake; Merve Yanar Gürce; Tosun, Petek; Kashif, Muhammad; Gürce, Merve Yanar; Wijenayake, Shanika
    This study aims to investigate communicative deviance among front line employees (FLEs) as a consequence of supervisor and customer mistreatment. The emotion of anger as a mediator while self-control as a moderator is positioned to buffer the customer and supervisor aggression–>communicative deviance. The survey-based data from 284 Turkish FLEs demonstrate that abusive supervision triggers negative emotion of anger, resulting in deviant silence. A stronger support for self- control as a moderator to buffer the anger–deviant silence relationship is also found. The study uniquely integrates human emotions to investigate destructive work behaviors in a service context.