İktisadi ve İdari Bilimler Fakültesi
https://hdl.handle.net/20.500.12294/625
Faculty of Economics and Administrative Sciences
2024-03-28T11:31:57Z
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The effect of service recovery on socially distant third-party customers
https://hdl.handle.net/20.500.12294/4053
The effect of service recovery on socially distant third-party customers
Celik, Suleyman; Tektas, Oznur Ozkan; Kavak, Bahtisen
Purpose: Service failures usually occur in front of third-party customers. Third-party customers react emotionally and behaviorally to service failure and recovery efforts aimed at focal customers. However, there is a gap in the literature on how third-party customers react to a service failures incident and a recovery over another customer, depending on how socially close or distant they are from. This study investigates the effect of third-party customers' emotions on consumer forgiveness, negative word-of-mouth (WoM) and repatronage intentions in the service recovery process by comparing close and distant third-party customers. Design/methodology/approach: This study utilizes a 2 (social distance to the focal customer: close, distant) × 2 (service recovery: yes, no) between-subjects design. The authors used a scenario-based experiment to test the proposed hypotheses. A total of 576 respondents were involved in the study. Findings: The results from the authors' scenario-based experimental study show that positive and negative emotions felt by distant third-party customers are higher than those of close third-party customers. In addition, the effect of positive emotions on customer forgiveness is more substantial for distant third-party customers. Third, moderated-mediation analysis indicates that social distance has a moderator effect only on the relationship between positive emotions and customer forgiveness. Originality/value: This study contributes to the service literature by comparing socially close and socially distant third-party customers' reactions to service failure and recovery attempts. © 2024, Emerald Publishing Limited.
2024-01-01T00:00:00Z
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THE EFFECTS OF USING ARTIFICIAL INTELLIGENCE AND ROBOTICS IN LOGISTICS SERVICE PRODUCTION
https://hdl.handle.net/20.500.12294/4039
THE EFFECTS OF USING ARTIFICIAL INTELLIGENCE AND ROBOTICS IN LOGISTICS SERVICE PRODUCTION
Çağlar, Macide Berna; Taşkın, Bihter Karagöz
Background: The purpose of this study is to investigate how artificial intelligence (AI) and robotic awareness, perceived organizational support, and competitive psychological climate approaches relate to turnover intention. In the literature, studies on robotic awareness and turnover intention have been undertaken in a variety of industries. In this respect, this study aims to address the absence in the literature of research on logistics services providers. This study aims to help businesses understand how to retain employees and foster a more inclusive and supportive workplace. Methods: The study utilizes survey information from 100 senior managers in the operations function of logistics service providers. The outcomes are obtained by modeling structural equations with SmartPLS. Data from the survey were gathered using the snowball sampling technique. Results: The results of the research reveal the effect of artificial intelligence and robotic awareness on competitive psychological and turnover intention. Conclusions: The study aims to explore the role of a competitive psychological climate and organizational support in mediating the relationship between AI and robotics awareness and turnover intention. We identify that awareness of AI and robotics has a considerable, favorable effect on the psychological climate of competition and turnover intention. We also find that the competitive psychological atmosphere has a substantial, favorable effect on turnover intention. In addition, organizational support has been demonstrated to have a substantial, favorable effect on turnover intention. However, it was not possible to identify the mediating role of organizational support and the psychological environment of competition in moderating the association between awareness of AI and robotics and turnover intention. On the basis of the research's findings, suggestions were made. © 2023, Poznan School of Logistics. All rights reserved.
2023-01-01T00:00:00Z
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Counterterrorism as a boundary-producing practice
https://hdl.handle.net/20.500.12294/4004
Counterterrorism as a boundary-producing practice
Beyribey, Tuncer
This article aims to demonstrate how counterterrorism tactics abnormalize particular geographic areas by subjectifying communities as elements of this milieu to regulate and control the movements of ‘terrorists.’ Borrowing from Ashley and Campbell, this aspect of counterterrorism calls for it to be viewed as a ‘boundary-producing’ practice. Through a close examination of the Turkish Grand National Assembly Proceedings Journal, which documents parliamentary debates on the Turkish War on Terror in the 1980s, this article discusses how the Southeastern Anatolia Region, where a significant Kurdish population lives, is abnormalized as an unfriendly, bordering, and uncivilized space. As a result, violent acts and policies of the state, such as cross-border operations, mass deportations, and restrictions on civil liberties in the name of developmentalism, have been institutionalized, redrawing the boundaries between the Region and the rest of the country. © 2023 Informa UK Limited, trading as Taylor & Francis Group.
2023-01-01T00:00:00Z
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Orientalist Encounters at School
https://hdl.handle.net/20.500.12294/3978
Orientalist Encounters at School
Can, Sule; Baran, Taha
After the Syrian crisis, the number of Syrian refugees in Turkey is estimated to be approximately four million. Currently, one of the most significant aspects of the integration process of refugees in Turkey is the education of refugee students. Investigating the process of the co-education of refugee and Turkish citizen students in public schools provides some insight into what the future might hold for these refugees and sheds light on the dynamics of living together with locals. The first aim of this research is to explore the reception of the refugee students by the teachers in order to understand inclusion and/or exclusion mechanisms in education. Second, this study examines the roles that ethno-religious and political identities play in relations between teachers and refugee students by focusing on ethno-religious identity and discrimination. Drawing on the debates on orientalism and securitization in migration, it explicates the ways in which teachers justify their judgments and impressions of the refugee students through orientalist codes. To achieve this, public school teachers from two districts of Istanbul were invited to take part in this ethnographic research which was conducted in 2018.
2023-01-01T00:00:00Z