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This paper aims to explore the mind-set of consumers with negative mood states during mundane consumption activities.

The authors conducted in-depth interviews with 17 informants who have recently experienced severe yet temporary medical problems.

Consumers with severe medical problems experience an increased need for empathy during mundane business interactions, and their reaction to service failures is aggravated.

Although previous research has investigated the relationship between empathy and satisfaction in healthcare services, the current research provides a novel perspective by studying the mind-set of customers with medical problems during regular consumption activities. Further, previous research has called for a need for qualitative work in empathy research. This gap is also addressed by the current research.

The paper aims to provide a theoretical and empirical examination of the relationship between service expectation management, expectation inducing agent and customer satisfaction.

Based on the disconfirmation paradigm in services and the promise-keeping premise in psychology, the hypotheses are developed and empirically tested using three experiments that manipulated expectations, expectation inducing agent and service outcome.

The findings provide reconciliation to the previous studies in services and show that effectiveness of expectation management strategy depends on the individual expectation thresholds and the expectation inducing agent. If customers patronize a firm expecting more, then over-delivering on the service promise results in a significant benefit. However, for those customers whose mental expectation threshold is exceeded, keeping promises is as effective as exceeding promises.

The practical implication of this paper is that services managers should be cognizant of the mental expectation threshold of customers and be wise in utilizing the under-promise, over-deliver strategy.

Using a threshold approach, this paper introduces a new perspective to service practitioners who are trying to manage expectations in a highly variable business environment. It also benefits service researchers who are trying to enhance the understanding of service expectation management.

The purpose of this paper is to provide a retrospection on the importance, origins and development of the research programs in the author’s career.

The study uses an autobiographical approach.

Most of the articles, research monographs and books that constitute this research and publishing efforts can be categorized into seven distinct, but related, research programs: channels of distribution; marketing theory; marketing’s philosophy debates; macromarketing and ethics; relationship marketing; resource-advantage theory; and marketing management and strategy. The value system that has guided these research programs has been shaped by specific events that took place in the author’s formative years. This essay chronicles these events and the origins and development of the seven research programs.

Chronicling the importance, origins and development of the seven research programs will hopefully motivate and assist other scholars in developing their own research programs.

Purpose: Investors and portfolio managers can earn profitably when they correctly predict when stock prices will go up or down. For this reason, it is crucial to know the effect levels of the factors that affect stock prices. In addition to macroeconomic factors, the psychological behavior of investors also affects stock prices. Therefore, the study aims to reveal the different sensitivity levels of the stock index against macroeconomic and psychological factors.

Design/Methodology/Approach: In this study, dollar rate (USD), euro rate (EURO), time deposit interest rate (IR), gold price (GOLD), industrial production index (IPI), and consumer price index (CPI) (inflation (INF)) were used as macroeconomic factors, while Consumer Confidence Index (CCI) and VIX Fear Index (VIX) were used as psychological factors. In addition, the BIST-100 index, which is listed in Borsa Istanbul, was used as the stock index. The sensitivity of the stock index to macroeconomic and psychological factors was investigated using the Multivariate Adaptive Regression Spline (MARS) method using data from January 2012 to October 2020.

Findings: In the analyses performed using the MARS method, the coefficients of INF, USD, EURO, IR, CCI, and VIX Index were found to be statistically significant and effective on the stock index. Among these variables, INF has the highest effect on stocks. It is followed by USD, IR, EURO, CCI, and VIX. GOLD and IPI variables did not show statistical significance in the model. The most important difference of the MARS model from other regressions is that each factor’s effect on the stock index is analyzed by separating it according to the value of the factor. According to the results obtained from the MARS model: (1) it has been determined that USD, EURO, IR, and CPI have both positive and negative effects on the stock market index and (2) CCI and VIX have been found to have negative effects on stocks. These results provide essential information about how investors who plan to invest in the stock index should take into consideration different macroeconomic and psychological values.

Originality/value: This study contributes to the literature as it is one of the first studies to examine the effects of factors affecting the stock index by decomposing it according to the values it takes. Also, this study provides additional information by listing the factors affecting the stock index in order of importance. These results will help investors, portfolio managers, company executives, and policy-makers understand the stock markets.

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.