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Article
Publication date: 15 August 2016

Gülin Feryal Can, Feride Bahar Kurtulmusoglu and Kumru Didem Atalay

This study aims to determine the mall criteria that are the most crucial for the youth market by determining the winning brand in comparison to other offerings to…

Abstract

Purpose

This study aims to determine the mall criteria that are the most crucial for the youth market by determining the winning brand in comparison to other offerings to understand what is required to gain a competitive advantage and to differentiate a mall from its rivals.

Design/methodology/approach

This study chose the Stochastic Multicriteria Acceptability Analysis-2 method to evaluate the mall preferences of young people. By using this method, the various criteria were evaluated for more than one alternative to find the best solution. JSMA program was used to analyze the data. The survey was administered using the mall intercept method to reduce sample bias.

Findings

The study identifies that the criteria that have the highest impact on the mall preferences of young people are the mall campaigns for loyal customers; the traffic in the mall locality and the mall’s parking facilities; the mall’s facilities for disabled people; the quality of the mall locality; and the quality of the people visiting the mall. The study reveals that a mall’s physical features, its facilities and the criteria related to employees have a very low impact on the mall choices of young people. The study further finds that the youth market has very low satisfaction levels for all of the identified criteria. This study reveals that this macro accessibility criterion is less relevant for the youth market than for the general population.

Originality/value

Despite the importance of this market, there is insufficient research on the shopping behavior of young people. They have a considerable impact on the purchasing decisions of their families, significant disposable income and constitute the future market for the sector. This study uniquely enables the sequential ordering of customers’ decision-making criteria and determines the effectiveness or impact of these criteria in the mall sector.

Details

Young Consumers, vol. 17 no. 3
Type: Research Article
ISSN: 1747-3616

Keywords

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Article
Publication date: 18 June 2018

Fatma Pakdil and Feride Bahar Kurtulmuşoğlu

The purpose of this study is to optimize and improve service delivery configurations by integrating both customers’ and service providers’ perspectives into service…

Abstract

Purpose

The purpose of this study is to optimize and improve service delivery configurations by integrating both customers’ and service providers’ perspectives into service delivery design processes using quality function deployment (QFD) methodology at shopping malls.

Design/methodology/approach

QFD is used to determine and close the gap between the most important customer needs and expectations and the opinions of service providers using a unique platform.

Findings

On customer side, the highest relative weight was given to “prompt response to customer concerns”, “not being crowded and loud”, “providing services for disabled customers” and “security of mall” customer expectations. On engineering side, “employees’ attributes, the size of parking area, reliable service, the time to find a product, the size of mall, disabled friendly infrastructure and the number of elevators and escalators” were determined to be the most important technical requirements.

Originality/value

Integrating the voice of customer into the voice of engineering, this study is the first attempt to describe how QFD methodology could be used to holistically optimize service delivery configurations in the mall industry. Unlike conventional QFD that ignores the cost perspective, this study has implications for operations managers with regard to solving resource allocation problems.

Details

International Journal of Quality and Service Sciences, vol. 10 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

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Article
Publication date: 3 July 2017

Füsun Altıntas, Feride Bahar Kurtulmusoglu, Murat Hakan Altintas, Hans-Rudiger Kaufmann and Sanem Alkibay

The purpose of this paper is to present a comprehensive model of the relationship between control and sales performance contingent upon the commitment and adaptive selling…

Abstract

Purpose

The purpose of this paper is to present a comprehensive model of the relationship between control and sales performance contingent upon the commitment and adaptive selling variables. Specifically, the study tests the mediator effects of adaptive selling and organizational commitment on the effect of managerial control systems on self-assessed performance of the salespeople working in the field of industrial marketing.

Design/methodology/approach

In total, 472 firms active in the industrial marketing field for tangible industry products in Turkey were selected for the research. The proposed model that tested posits relationships among management control variables and adaptive selling, organizational commitment and sales performance measures. Management controls are related to sales performance through the mediating effect of adaptive selling and organizational commitment. Management control styles (output as formal and professional as informal) were the independent variables, while changes in organizational commitment and adaptive selling were tested both as mediators and sales performance as dependent variable, consistent with the reciprocal effects model under analysis.

Findings

The findings demonstrated that “control” is positively associated with “sales performance” and “commitment” and “adaptive selling” mediate this relationship. Findings indicate that control impacts sales performance through a mediating mechanism that involves adaptive selling and commitment. Taken together, results showed that adaptive selling and commitment played a critical role in sales performance.

Originality/value

This research is the first to empirically analyse the model regarding the relationship between sales performance, control, adaptive selling and commitment variables.

Details

EuroMed Journal of Business, vol. 12 no. 2
Type: Research Article
ISSN: 1450-2194

Keywords

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Article
Publication date: 29 August 2019

Aysegul Tas, Elif Akagün Ergin, Feride Bahar Kurtulmuşoğlu and Omer Faruk Sahin

This study will attempt to focus on how vendors serve operators, as operator service quality starts with vendor’s technology infrastructure and service quality. The…

Abstract

Purpose

This study will attempt to focus on how vendors serve operators, as operator service quality starts with vendor’s technology infrastructure and service quality. The purpose of this study is to exhibit the most important vendor service quality items and dimensions for the operators in the telecommunications industry.

Design/methodology/approach

A total of 268 employees from various age groups, cities, job levels and departments participated in the survey.

Findings

Expected service quality results indicated that operators need high service quality. When telecommunication needs of subscribers are taken into account, it is normal for operators to expect high service quality from vendors. Results also reveal that being dependable and providing continuous support are critical for the telecommunications industry. Perceived service quality results demonstrate that customer expectations failed to be satisfied. In this study conducted in the telecommunications market, the expectations of operator employees regarding vendors is shaped under two dimensions. These dimensions are employee and service center features and provider timeliness and accuracy. When Topsis method was used to determine the most important vendor characteristics, timeliness and trust were identified as the top two criteria.

Originality/value

To the best of the authors’ knowledge, this study is the first to put forth the most important vendor service quality items and dimensions for the operators in the telecommunications industry.

Details

Journal of Business & Industrial Marketing, vol. 34 no. 7
Type: Research Article
ISSN: 0885-8624

Keywords

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