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This study aims to determine the effects of three different carrier system materials (laminated wooden beams, post-tensioned concrete beams and steel beams) used widely in interior spaces on the perceptual evaluations of respondents.

The large opening Olympic swimming pool space was chosen as the research environment. A total of 376 university graduates participated. After experiencing the 360-degree virtual images of the experimental spaces, a “spatial perception” questionnaire was applied to these respondents.

The spaces using the laminated wood beams in the carrier system were perceived as warmer, lighter, more attractive, more spacious, more informal, closer, more well-planned, freer, simpler, more peaceful, more exciting, and uncrowded compared to the spaces that used post-tensioned concrete beams and steel beams. The architect respondents made more negative perceptual evaluations for all the adjective pairs compared to the respondents in the other professional groups. Respondents who were males, and in the 26–35 years of age group, perceived more positively the physical environmental factors of the virtual swimming pools compared to females, and the 36 years of age or above age group.

The results set forth that the structural elements of buildings, such as ceilings, walls and furnishings, were not only systematic elements used in the formation of the structure, they were also important environmental factors in the perceptual evaluation of the space.

This field study aims to investigate the interactive relationships of millennial employee’s gender, supervisor’s gender and country culture on the conflict-management strategies (CMS) in ten countries (USA, China, Turkey, Germany, Bangladesh, Portugal, Pakistan, Italy, Thailand and Hong Kong).

This exploratory study extends past research by examining the interactive effects of gender × supervisor’s gender × country on the CMS within a single generation of workers, millennials. The Rahim Organizational Conflict Inventory–II, Form A was used to assess the use of the five CMS (integrating, obliging, dominating, avoiding and compromising). Data analysis found CMS used in the workplace are associated with the interaction of worker and supervisor genders and the national context of their work.

Data analysis (N = 2,801) was performed using the multivariate analysis of covariance with work experience as a covariate. The analysis provided support for the three-way interaction. This interaction suggests how one uses the CMS depends on self-gender, supervisor’s gender and the country where the parties live. Also, the covariate – work experience – was significantly associated with CMS.

One of the limitations of this study is that the authors collected data from a collegiate sample of employed management students in ten countries. There are significant implications for leading global teams and training programs for mid-level millennials.

There are various conflict situations where one conflict strategy may be more appropriate than others. Organizations may have to change their policies for recruiting employees who are more effective in conflict management.

Conflict management is not only important for managers but it is also important for all human beings. Individuals handle conflict every day and it would be really good if they could handle it effectively and improve their gains.

To the best of the authors’ knowledge, no study has tested a three-way interaction of variables on CMS. This study has a wealth of information on CMS for global managers.

Introduction – In today’s intense competitive environment, businesses that want to have a sustainable competitive advantage must put the customer at the centre of all their activities and create customer loyalty by offering products and services that will provide customer satisfaction. One of the key elements of ensuring customer satisfaction is the effective handling of customer complaints, which is defined as the customers expressing their dissatisfaction with unmet expectations and unsatisfied needs verbally or in writing. The concept of a complaint as a response of customers’ dissatisfaction with the products and services they experience is an invaluable feedback mechanism for businesses to resolve issues relating to their products and services.

Aim – The aim of this chapter is to emphasise the importance of the concept of complaint as an important part of customer relations management and an effective marketing tool for the tourism sector. As a service sub-sector, the simultaneous production and consumption of services in the tourism sector ensures customer satisfaction more than concrete products, due to their inseparable nature. For this reason, handling, evaluating and finalising customer complaints has an important function and value in providing the necessary information for tourism enterprises to become aware of their deficiencies and mistakes. Complaint management has started to play an even more critical role for the tourism industry in preventing customer losses due to dissatisfaction, especially considering the shrinkage in demand in the sector due to the COVID-19 pandemic.

Method – Firstly the concept of complaint and the importance of complaints for businesses were explained, customer complaint behaviour and the factors affecting this behaviour were examined in detail, the concept of online complaint was mentioned and the subject was evaluated in terms of tourism businesses.

Results – While the effective management and resolution of complaints should be seen as a goal by every tourism business, it is vital that they understand customer complaint behaviours, the factors affecting this behaviour and how complaints should be managed in a way that will result in favour of the business.

Conclusion – A complaint management process that enables customers to easily report their complaints to businesses and produces solutions as soon as possible will positively affect customer satisfaction. In this context, in order to reduce the negative effects on tourism enterprises, especially through the pandemic, business need to have clear and easy-to-access procedures, provide a quick response, show reliability and consistency in providing a solution, keeping the complainant informed of progress, have employees who can communicate with empathy and courtesy, have enough employees to deal with the situation, and adopt proactive approaches to prevent complaints rather than reducing the volume of complaints.

Originality/Value – This research contributes to the literature in terms of complaining behaviour, examining the factors affecting this behaviour and emphasising the importance of the concept of complaints in the tourism sector. In addition, the research is important in terms of examining the contributions of an effective complaint management system in reducing the negative effects of the COVID-19 pandemic on the tourism sector, which is one of the sectors mostly affected on a global scale.

This study aims to discover whether COVID-19 phobia has a positive and significant effect on the stress, depression and anxiety levels of industrial consumers in addition to reveal whether environmental awareness plays a mediating role between COVID-19 phobia and stress, depression and anxiety.

In this study, a quantitative method was used to reveal the role of anxiety, depression and stress (psychological effects) and environmental awareness caused by covid-19 phobia on industrial consumers. The universe of the study is small and medium-sized enterprises operating in the province of Sanliurfa, which is located in the southeast region of Turkey and the second largest city in the region, and are industrial customers. Questionnaire method was used in the study. In addition, data were collected from 406 people who agreed to participate in the study. In the study, in which intermediary and regulatory analyzes were made, the process macro program was used.

The results show that there is a medium relationship between COVID-19 phobia and environmental awareness; and COVID-19 phobia and stress, depression and anxiety. No relationship was found between environmental awareness and stress, depression and anxiety. COVID-19 phobia was found to have a positive and significant effect on environmental awareness and stress, depression and anxiety, while environmental awareness was found to have no effect on stress, depression and anxiety. Finally, environmental awareness was found to play a mediating role between COVID-19 phobia and stress, depression and anxiety.

In this study, four hypotheses were developed. Of these hypotheses, three are for the simple effect and one for the mediation effect. Out of four hypotheses, three were supported. The most important inference obtained from the study was finding the mediation effect of environmental awareness between COVID-19 phobia and anxiety, depression and stress.

To the best of the authors’ knowledge, no studies in the literature were made on the relationship among COVID-19 phobia, environmental awareness, stress, depression and anxiety. This study also examines the mediating effect of environmental awareness in the relationship between COVID-19 phobia and stress, depression and anxiety. The fact that the study is on the negative effects of the pandemic on one of the most affected occupational group also increases its original value.

This study aims to measure the effect of organizational culture perceptions of hotel employees on their organizational silence behavior and job performance, as well as the effect of their organizational silence behavior on their job performance.

A correlational survey model was used in this research and a questionnaire was distributed to collect the data from 389 sampled employees working in four- and five-star hotels in the Kusadasi region in Turkey.

It was found that organizational culture was not significantly related to organizational silence but that organizational culture and its dimensions were significantly related to job performance. It was also revealed that while organizational silence was not significantly related to job performance, its dimensions were significantly related to job performance.

The results of this study provide insight into organizational culture as an important factor in increasing job performance. The study also revealed how organizational silence behavior and its dimensions affect job performance. In this sense, accommodation establishments will be able to acquire new perspectives in terms of improving job performance.

This paper is deemed important, as it examined these three terms in one model in the field of tourism management. It is thought that it will contribute to the literature by closing the gap in the tourism literature while leading the way for future studies.

Introduction: The credit default swap (CDS) represents a country’s credit risk premium. CDS premium changes by being affected by several factors. These changes are followed by international investor for their investment decisions. CDS premium is important for country to determine the country default risk correctly. Purpose: In this study, the authors seek to examine the effects of macroeconomic indicators on the CDS premium, which is used as a measure of sovereign credit risk. Accordingly, in addition to the CDS premium, economic growth, the inflation rate, the interest rate, the real exchange rate, the net foreign debt rate, and the foreign trade deficit rate were employed to represent macroeconomic indicators. Methodology: The relationship between the given variables during the period spanning from 2009:I–2019:II in Turkey was analyzed with the help of the Dolado–Lütkepohl causality test and the autoregressive distributed lag method. Findings: The inflation rate, the real exchange rate, the interest rate, the net foreign debt rate, and the foreign trade deficit rate, which are among the macroeconomic variables (excluding economic growth), have a positive effect on the CDS premium in the short term as well as the long term. The effect of economic growth is negative. Additionally, from an economic standpoint, the coefficients of macroeconomic variables are in the expected direction. These findings verify the effects of macroeconomic indicators on the CDS premium.

The exchange rate has been an important topic in the Turkish Economy for many years. It affects prices with exchange rate pass-through. The aim of this chapter is to analyze the dual relationship between exports and imports, exports and the exchange rate, imports and the exchange rate by using time series analysis. The results indicate that there is only one causal relationship between exports and imports. The direction is from imports to exports.

Capital markets thrive on information, and the information revolution has transformed these markets all over the world. Investors can now keep track of the movements of capital markets in real-time and they react to the flow of information from around the world. One of the concerns of stock market investors is whether the markets operate efficiently, independently, and with sound fundamentals. However, real market movements tend to exhibit a link as is evident from recent market movements across the world.

The assessment of interdependence between stock markets is an important aspect of international portfolio management. The aim of this chapter is to examine the shock and volatility spillover between the Standard and Poor’s 500 (S&P500) index from the United States (US) Stock Exchange and the Istanbul Stock Exchange 100 (BIST100) index from the Stock Exchange Istanbul.

S&P500 index, which is the most important index representing US markets, and BIST100 index, which is the index representing the Turkish market, were used as variables in this study. In the analysis, the causality in variance test was applied to determine the volatility spillover between these two markets. Later, multivariate GARCH (MGARCH) models were used to measure the volatility spillover in the markets. VAR(1)-GARCH (1,1)-Diagonal BEKK model was applied to the daily data to determine the shock and volatility spillover in the markets.

As a result of the variance causality test, it was found that there is a bi-directional volatility spillover between S&P500 index and BIST100 index. When the return spillover between the markets is examined, a one-way spillover from the S&P500 index to the BIST100 index emerged. Diagonal BEKK model results show that each market is affected by its own news (unexpected shocks) and volatility. Furthermore, the volatility is persistent for both markets. These findings demonstrate that the US market and the Turkish market interact with each other.

Introduction – The banking sector is one of the most important building blocks of the financial system. A failure in the banking sector can cause serious problems in a country’s economy. In order for countries to achieve economic growth and development goals, the banking sector, which affects all sectors significantly, needs to be strong. Countries with a robust and reliable banking system have a high credit rating. As a result of this high credit rating, the interest of foreign capital in the country increases. Thus, the credit volume of banks expands and loans are provided at a more appropriate rate for investments. In this respect, the performance and profitability of banks are important. The CAMELS performance model is a valuation system used to determine the general status of banks. The CAMELS model consists of six components. According to this, C represents capital adequacy; A, asset quality; M, management adequacy; E, earnings; L, liquidity; and S, sensitivity to market risks.

Purpose – The purpose of this study is to demonstrate the effect of the CAMLS variables on the variable E.

Methodology – In the implementation part of the study, the data of 11 banks in the BIST Bank Index between 2004 and 2018 were used. In the analysis part of the study, a panel data analysis method was used.

Findings – The capital adequacy (C), management adequacy (M) and liquidity (L) variables were effective on profitability. This study revealed the importance of the capital, management and liquidity variables, which are internal factors, in increasing the profitability of banks.