Yazar "Arikan, Esra" seçeneğine göre listele

Listeleniyor 1 - 5 / 5
  • Küçük Resim Yok
    Öğe
    Customer satisfaction with co-created hospitality services: Regulatory focus orientation and positive disconfirmation
    (Sage Publications Ltd, 2022) Kuzgun, Ebru; Altinigne, Nesenur; Arikan, Esra
    New enhancements that foster more customer-focused services, such as the co-creation of hotel service offerings with hotel guests, have changed the conventional thinking in the hospitality industry. In this regard, the current study contributes to the understanding of the effect of co-creation on customer satisfaction in the hospitality industry, focusing on customers' idiosyncratic characteristics. Particularly, the study investigates the moderating role of customers' regulatory focus orientation (promotion vs. prevention) and the mediating role of customers' positive disconfirmation on the relationship between value co-creation (VCC) level of hotel services and customer satisfaction. The model is tested using an experimental design with 328 responses. The results show that a high level of VCC in hotel services leads promotion-focused (prevention-focused) customers to experience lower (higher) levels of positive disconfirmation compared to a low level of VCC, as promotion-focused (prevention-focused) customers have higher (lower) performance expectations from a high VCC service offering due to the regulatory fit (non-fit) they have with the service design. The findings also indicate that service failure generates less dissatisfaction in a high VCC level in hotel services than a low VCC level since customers take more responsibility for the unfavorable outcome when they participate more in the VCC process. These results indicate that when hotels design co-created services, they need to generate coherence between customers' regulatory focus orientation and the service's VCC level.
  • Küçük Resim Yok
    Öğe
    Engagement with Online Customers in Emerging Economies: The Power of Online Brand Communities and Social Networking Sites
    (Igi Global, 2017) Arikan, Esra
    In today's highly dynamic business environment, firms are increasingly seeking customer participation and engagement with their brands. Thus, the role that customer engagement plays in the co-creation of customer experience and value receives utmost attention from both academicians and practitioners and given the inherent characteristics of services, extending firm-customer relationships through customer engagement is especially critical for service firms. However, there still remains a gap in the literature in terms of how customers engage with services online. Drawing mainly on the service-dominant logic along with the relationship marketing and social exchange theories, this chapter addresses this research gap by providing a literature review in this area and examining the key drivers and outcomes of online customer engagement, particularly through online brand communities and social networking sites, so that customer engagement in such virtual environments can be promoted as a new opportunity to create enhanced value, especially in emerging economies.
  • Küçük Resim Yok
    Öğe
    May robots be held responsible for service failure and recovery? The role of robot service provider agents' human-likeness
    (Elsevier Sci Ltd, 2023) Arikan, Esra; Altinigne, Nesenur; Kuzgun, Ebru; Okan, Mehmet
    This research investigates how consumers attribute service failure and recovery responsibilities and respond to them differently based on the service provider agent type (human, humanoid, and non-humanoid robot). Two experiments show that, first, consumers attribute more service failure responsibility to the firm when the agent is less human-like. Second, they attribute more recovery responsibility to the agent and less to the firm when those agents are human, rather than robots. Third, failure (recovery) attribution to the firm reduces (enhances) consumer forgiveness and satisfaction. This study identifies the impact of human-likeness and humanness on responsibility attribution processes in interaction with robotic and human agents.
  • Küçük Resim Yok
    Öğe
    THE INFINITE WARDROBE: FEMALE CONSUMERS' VALUE PERCEPTIONS REGARDING COLLABORATIVE CONSUMPTION OF APPAREL
    (Walter De Gruyter Gmbh, 2021) Sirkeci, Kubra; Arikan, Esra
    Understanding the potential factors and underlying mechanisms to engage in collaborative consumption practices has become a significant concern for academics and practitioners. However, collaborative consumption research is still considered in its early stage; thus, further research is needed. Based on this need, this study extends existing research by providing empirical support for the importance of value perceptions and empathy on female consumers' attitudes and behavioral intentions to engage in collaborative consumption in the apparel industry. This study also shows a significant moderating effect for materialism and the need for uniqueness in the collaborative consumption of apparel. These findings are believed to be particularly valuable in contributing to the broader literature on collaborative consumption and guiding, especially practitioners, to develop strategic tactics for motivating consumers to engage in collaborative consumption practices.
  • Küçük Resim Yok
    Öğe
    The Perception of Warning Signs at Different Cultures
    (Springer International Publishing Ag, 2017) Girisken, Yener; Telci, E. Eser; Arikan, Esra; Kefallonitis, Efstathios
    An identical warning sign may lead to different effects on the individuals from different cultures. This study aims to reveal the differences between the effects of warning signs on the cigaratte packages on UK and Turkish consumers. If the warning signs can be optimized in accordance with the perceptions of different consumers in different cultures, they may become more influential and more discouraging. In order to understand the participants' perceptions, not only their replies on the surveys but also their reaction time to each variable were analyzed.