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Now showing 1 - 4 of 4

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.
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.
Citation - WoS: 6
Citation - Scopus: 4
The Impact of a Failed Coup D’état on Happiness, Life Satisfaction, and Trust: the Case of the Plot in Turkey on July 15, 2016
(Taylor & Francis, 2019-10-28) Niimi, Yoko; Horioka, Charles Yuji; Akkemik, K. Ali; Çiçek,Gerçek
This paper examines the impact of the failed coup d’état attempt in Turkey on 15 July 2016 on people’s happiness, life satisfaction, and trust and finds that the plot had a significant negative effect on all three variables. This paper is the first to show that coups d’état can have a significant adverse effect on people’s well-being, as in the case of terrorist attacks.
Citation - WoS: 17
Citation - Scopus: 24
Cash, Receivables and Inventory Management Practices in Small Enterprises: Their Associations With Financial Performance and Competitiveness
(Taylor & Francis, 2018-01-02) Karadağ, Hande
This article examines cash, receivables and inventory management in small businesses and their associations with financial performance and competitiveness. The data used in the study is collected from 188 small and medium-sized enterprises through structured questionnaires and four hypotheses are tested by using structural equation modelling (SEM). Findings of the regression analyses show that the higher degree of conduct of receivables and cash management practices is positively associated with financial performance while a weaker degree of association is found for inventory management practices. The results also indicate a significantly strong positive correlation between financial performance and business competitiveness. The study aims to contribute to both financial management and small business management literatures with its focus on working capital management practices and competitiveness associations through improved financial performance and offers valuable implications to small business owner/managers and regulators, by proposing financial performance as a crucial factor that enhances competitiveness in small businesses.

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