Research Outputs

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Full Text: YesSubject: search.filters.subject.Business

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Now showing 1 - 10 of 24
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    PublicationOpen Access
    A longitudinal analysis of customer satisfaction and share of wallet: investigating the moderating effect of customer characteristics
    (American Marketing Association (AMA), 2007) Cooil, B.; Keiningham, T. L.; Hsu, M.; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics
    Customer loyalty is an important strategic objective for all managers. Research has investigated the relationship between custom̀er satisfaction and loyalty in various contexts. However, these predominantly cross-sectional studies have focused on customer retention as the primary measure of loyalty. There has been little investigation into the impact on share of wallet. Using data from the Canadian banking industry, this research aims to (1) provide the first longitudinal examination of the impact of changes in customer satisfaction on changes in share of wallet and (2) determine the moderating effects of customer age, income, education, expertise, and length of relationship. Data from 4319 households using 12,249 observations over a five-year period indicate a positive relationship between changes in satisfaction and share of wallet. In particular, the initial satisfaction level and the conditional percentile of change in satisfaction significantly correspond to changes in share of wallet. Two variables, income and length of the relationship, negatively moderate this relationship. Other demographic and situational characteristics have no impact.
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    PublicationOpen Access
    A longitudinal examination of net promoter and firm revenue growth
    (American Marketing Association (AMA), 2007) Keiningham, Timothy L.; Cooil, Bruce; Andreassen, Tor Wallin; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics
    Managers have widely embraced and adopted the Net Promoter metric, which noted loyalty consultant Frederick Reichheld advocates as the single most reliable indicator of firm growth compared with other loyalty metrics, such as customer satisfaction and retention. Recently, however, there has been considerable debate about whether this metric is truly superior. This article (1) employs longitudinal data from 21 firms and 15,500-plus interviews from the Norwegian Customer Satisfaction Barometer to replicate the analyses used in Net Promoter research and (2) compares Reichheld and colleagues' findings with the American Customer Satisfaction Index. Using industries Reichheld cites as exemplars of Net Promoter, the research fails to replicate his assertions regarding the "clear superiority" of Net Promoter compared with other measures in those industries.
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    PublicationOpen Access
    A transaction utility approach for bidding in second-price auctions
    (Elsevier, 2020) Akçay, Yalçın; Department of Business Administration; Sayman, Serdar; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; 112222
    In both the Vickrey and eBay auctions, bidding the reservation price is the optimal strategy within the conventional utility framework. However, in practice, buyers tend to bid less than their reservation prices, and bid multiple times, thus increase their bids, in the course of an auction. In this paper, we show that both underbidding and multiple bidding behaviors can be consistent with utility maximization, if buyer's utility incorporates a transaction utility (reference price dependent) component. Transaction utility is based on the difference between the buyer's reference price and actual price paid; it captures the perceived value of the deal. More specifically, we show that the optimal bid is lower than the reservation price, but higher than the reference price. Furthermore, buyer may re-bid (above the prior optimal level) if the reference price is revised upon observing a higher current price.
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    PublicationRestricted
    Application and comparison of machine learning techniques in business
    (Koç University, 2021) Khuseynov, Shukhrat; Carlson, David George; 0000-0002-9736-5369; Koç University Graduate School of Sciences and Engineering; Data Science
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    PublicationOpen Access
    Base-rate information in consumer attributions of product-harm crises
    (American Marketing Association (AMA), 2012) Lei, Jing; Dawar, Niraj; Department of Business Administration; Department of Business Administration; Canlı, Zeynep Gürhan; Researcher; Department of Business Administration; College of Administrative Sciences and Economics; 16135
    Consumers spontaneously construct attributions for negative events such as product-harm crises. Base-rate information influences these attributions. The research findings suggest that for brands with positive prior beliefs, a high (vs. low) base rate of product-harm crises leads to less blame if the crisis is said to be similar to others in the industry (referred to as the "discounting effect"). However, in the absence of similarity information, a low (vs. high) base rate of crises leads to less blame toward the brand (referred to as the "subtyping effect"). For brands with negative prior beliefs, the extent of blame attributed to the brand is unaffected by the base-rate and similarity information. Importantly, the same base-rate information may have a different effect on the attribution of a subsequent crisis depending on whether discounting or subtyping occurred in the attribution of the first crisis. Consumers who discount a first crisis also tend to discount a second crisis for the same brand, whereas consumers who subtype a first crisis are unlikely to subtype again.
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    PublicationOpen Access
    Being observed in the digital era: conceptualization and scale development of the perception of being observed
    (Wiley, 2022) Lefkeli, Deniz; Tulan, Dilan; Department of Business Administration; Canlı, Zeynep Gürhan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; 16135
    This research details the development of the perception of being observed scale. Consumers may think that their actions are being observed (i.e., seen, watched, recorded, tracked) by other parties (i.e., companies, governments, people) regardless of the actual knowledge about the existence of it. We develop a 10-item, uni-dimensional perception of being observed scale. Following the assessments of the scale, we conduct a series of studies to test the scale's convergent, discriminant, nomological, and predictive validity. We show that technology anxiety, self-consciousness and privacy concerns predict the perception of being observed. Further, people who experience the perception of being observed are more conservative in information disclosure.
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    PublicationOpen Access
    Brand concepts as representations of human values: do cultural congruity and compatibility between values matter?
    (American Marketing Association (AMA), 2012) Torelli, Carlos J.; Carvalho, Sergio W.; Keh, Hean Tat; Maehle, Natalia; Department of Business Administration; Tunalı, Ayşegül Özsomer; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; 108158
    Global brands are faced with the challenge of conveying concepts that not only are consistent across borders but also resonate with consumers of different cultures. Building on prior research indicating that abstract brand concepts induce more favorable consumer responses than functional attributes, the authors introduce a generalizable and robust structure of abstract brand concepts as representations of human values. Using three empirical studies conducted with respondents from eight countries, they demonstrate that this proposed structure is particularly useful for predicting (1) brand meanings that are compatible (vs. incompatible) with each other and, consequently, more (less) favorably accepted by consumers when added to an already established brand concept; (2) brand concepts that are more likely to resonate with consumers with differing cultural orientations; and (3) consumers' responses to attempts to imbue an established brand concept with new, (in)compatible abstract meanings as a function of their own cultural orientations.
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    PublicationOpen Access
    Do physiological and spiritual factors affect economic decisions?
    (Wiley, 2021) Özbaş, Oğuzhan; Silva, Rui C.; Department of Business Administration; Demiroğlu, Cem; Ulu, Mehmet Fatih; Faculty Member; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; 18073; N/A
    We examine the effects of physiology and spiritual sentiment on economic decision-making in the context of Ramadan, an entire lunar month of daily fasting and increased spiritual reflection in the Muslim faith. Using an administrative data set of bank loans originated in Turkey during 2003 to 2013, we find that small business loans originated during Ramadan are 15% more likely to default within two years of origination. Loans originated in hot Ramadans, when adverse physiological effects of fasting are greatest, and those approved by the busiest bank branches perform worse. Despite their worse performance, Ramadan loans have lower credit spreads.
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    PublicationOpen Access
    Experience and views of nurses on nursing services and personal protective equipment in Covid-19 pandemic the case of Turkey: a cross-sectional study
    (Wiley, 2022) Özbaş, Azize Atlı; Kovancı, Mustafa Sabri; Savaş, Hafize; Çelik, Yusuf; Çelik, Sevilay Şenol; Faculty Member; School of Nursing; 5676
    Background: during the COVID-19 pandemic, there were difficulties in planning the nursing workforce and personal protective equipment. Aim: the purpose of this study was to identify the experiences and views of nurses on personal protective equipment use and nursing workforce planning in Turkey. Methods: this descriptive and cross-sectional study was conducted between 23 December 2020 and 3 May 2021, among 362 nurses who agreed to participate in this study voluntarily. Results: the findings showed that the satisfaction scores were significantly higher for those nurses who worked in 8-h shifts, were not assigned to different clinics, were notified by an official letter and 1 week or month in advance before assignment compared with nurses in other categories. Conclusions: the problems that have arisen in the COVID-19 pandemic process have made it clear that there is a need for a nursing services management model in the event of an epidemic. Implications for nursing management: this study reveals the need for the ‘Nursing Services Management Model in the Event of an Epidemic’ by discussing the problems of nurse workforce planning and protective personal equipment management from the perspective of nurses who experienced these problems at first hand.
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    PublicationOpen Access
    Global dynamics, domestic coalitions and a reactive state: major policy shifts in post-war Turkish economic development
    (Middle East Technical University, 2007) Şenses, Fikret; Department of International Relations; Öniş, Ziya; Faculty Member; Department of International Relations; College of Administrative Sciences and Economics; 7715
    The main objective of this study is to propose an analytical framework to explain the major policy shifts that has characterized post-war Turkish economic development; divided into four phases, starting respectively in 1950, 1960, 1980, and 2001. Its main contribution is to incorporate external and internal factors into this framework within a broadly political economy perspective, attaching particular significance to the role of economic crises in moving from one phase to the other. While the role of external agents is identified as the main factor behind policy shifts, the role of domestic coalitions in support of policy regime in each phase is also recognized. Drawing attention to the role of state in the impressive recent growth of countries such as China, India, and Ireland, the paper argues that there is still room for the state taking on a developmental role. The paper recommends that Turkey follows a similar path by improving state capacity not only with respect to its regulatory role but also in more developmental spheres, encompassing its redistributive and transformative role on the basis of a domestically-determined industrialization strategy.