Müşteri şikayet süreci yönetiminin firma pazarlama ve finansal performansına etkileri. gerçek şikayet verileri ve şikayetçi-algılarının farklı sektörlerde incelenmesi

TÜBİTAK SOBAG15.08.2014Bu projede, işletmelerin müşteri şikâyetlerini yönetirken uygulayabilecekleri mekanik ve organik yaklaşımların kalitesinin işletme performansı için etkileri incelenmiştir. Şikâyet yönetimi uygulamalarının işletme performansını memnuniyet gibi olumlu müşteri tepkileri ve örgütsel öğrenme olmak üzere iki farklı fakat ilintili süreçle etkileyebileceği savlanmıştır. Proje verileri şirket yöneticilerine uygulanan anket ölçümleri ve Şikayetvar.com platformundan alınan şikâyetçi değerlendirmelerinden oluşmaktadır. Gerek firma gerekse birey şikâyetçi analiz biriminde çeşitli analizler gerçekleştirilerek projenin araştırma soruları incelenmiştir. Bulgulara göre, (1) şikâyet yönetimi uygulamaları firmaların rekabetçi performansı açısından önemlidir, (2) organik şikâyet yönetimi uygulamaları işletme performansını mekanik yaklaşımlara göre daha olumlu etkilemektedir, (3) örgütsel öğrenme süreci şikâyet yönetiminin etkisi açısından hem uzun hem de kısa vadeli performans için önemliyken (4) müşteri tepkisi süreci yalnızca kısa dönemli işletme performansı için ciddi bir önem arz etmektedir. Bulgular ayrıca şikâyet sürecinde yaşanan tecrübelerin şikâyetçilerin nihai sadakatlerinde önemli belirleyici etkileri olduğunu ortaya koymaktadır. Üretim işletmelerinde bu etki daha belirginken, hizmet işletmelerinde şikâyet süreci tecrübelerine ek olarak şikâyet anında yaşanan duygusal devinimlerinin ve bilişsel kaygı türünün de sadakat üzerinde belirleyici olabileceği tespit edilmiştir. Proje bulgularının işletmelerin performansları ve ulusal ekonomiler için önemi projenin sonuçlar bölümünde etraflıca tartışılmıştır.This project investigates the effects of quality levels of mechanistic and organic customer complaint management approaches in business firms on firm performance. It is proposed that effective complaint management influences firm performance through at least two paths; namely, the customer response path and the organizational learning path. As such, the predominantly justice theory framework in the complaint handling research has been extended to include the organizational learning theory. Data are obtained from multiple sources including surveys obtained from managers in business firms and complainer evaluations provided by the Şikayetvar.com platform. Analyses are conducted both at the firm level and at the individual complainer level. The result suggest that (1) effective complaint management is critical for superior competitive performance, (2) organic approach to complaint management is a stronger driver of firm performance than the mechanistic approach, and (3) the organizational learning path positively drives both long- and short-term firm performances while (4) the customer response path seems to have a significant positive effect on short-term performance only. In addition, customer evaluations of personal experiences during the complaint process are shown to influence post complaint process complainer loyalty significantly. This last effect is found to be more prevalent in manufacturing firms in comparison to service firms, since in service firms pre- dispositional attitudes (emotions and specific cognitive concerns) of complainers 6 during the voicing of the complaint are also shown to influence post process loyalty. Implications for theory and research are discussed

Measurement of the top quark forward-backward production asymmetry and the anomalous chromoelectric and chromomagnetic moments in pp collisions at √s = 13 TeV

Abstract The parton-level top quark (t) forward-backward asymmetry and the anomalous chromoelectric (d̂ t) and chromomagnetic (μ̂ t) moments have been measured using LHC pp collisions at a center-of-mass energy of 13 TeV, collected in the CMS detector in a data sample corresponding to an integrated luminosity of 35.9 fb−1. The linearized variable AFB(1) is used to approximate the asymmetry. Candidate t t ¯ events decaying to a muon or electron and jets in final states with low and high Lorentz boosts are selected and reconstructed using a fit of the kinematic distributions of the decay products to those expected for t t ¯ final states. The values found for the parameters are AFB(1)=0.048−0.087+0.095(stat)−0.029+0.020(syst),μ̂t=−0.024−0.009+0.013(stat)−0.011+0.016(syst), and a limit is placed on the magnitude of | d̂ t| < 0.03 at 95% confidence level. [Figure not available: see fulltext.

Measurement of t(t)over-bar normalised multi-differential cross sections in pp collisions at root s=13 TeV, and simultaneous determination of the strong coupling strength, top quark pole mass, and parton distribution functions

Peer reviewe

An embedding technique to determine ττ backgrounds in proton-proton collision data

An embedding technique is presented to estimate standard model tau tau backgrounds from data with minimal simulation input. In the data, the muons are removed from reconstructed mu mu events and replaced with simulated tau leptons with the same kinematic properties. In this way, a set of hybrid events is obtained that does not rely on simulation except for the decay of the tau leptons. The challenges in describing the underlying event or the production of associated jets in the simulation are avoided. The technique described in this paper was developed for CMS. Its validation and the inherent uncertainties are also discussed. The demonstration of the performance of the technique is based on a sample of proton-proton collisions collected by CMS in 2017 at root s = 13 TeV corresponding to an integrated luminosity of 41.5 fb(-1).Peer reviewe

MUSiC : a model-unspecific search for new physics in proton-proton collisions at root s=13TeV

Results of the Model Unspecific Search in CMS (MUSiC), using proton-proton collision data recorded at the LHC at a centre-of-mass energy of 13 TeV, corresponding to an integrated luminosity of 35.9 fb(-1), are presented. The MUSiC analysis searches for anomalies that could be signatures of physics beyond the standard model. The analysis is based on the comparison of observed data with the standard model prediction, as determined from simulation, in several hundred final states and multiple kinematic distributions. Events containing at least one electron or muon are classified based on their final state topology, and an automated search algorithm surveys the observed data for deviations from the prediction. The sensitivity of the search is validated using multiple methods. No significant deviations from the predictions have been observed. For a wide range of final state topologies, agreement is found between the data and the standard model simulation. This analysis complements dedicated search analyses by significantly expanding the range of final states covered using a model independent approach with the largest data set to date to probe phase space regions beyond the reach of previous general searches.Peer reviewe

Search for new particles in events with energetic jets and large missing transverse momentum in proton-proton collisions at root s=13 TeV

A search is presented for new particles produced at the LHC in proton-proton collisions at root s = 13 TeV, using events with energetic jets and large missing transverse momentum. The analysis is based on a data sample corresponding to an integrated luminosity of 101 fb(-1), collected in 2017-2018 with the CMS detector. Machine learning techniques are used to define separate categories for events with narrow jets from initial-state radiation and events with large-radius jets consistent with a hadronic decay of a W or Z boson. A statistical combination is made with an earlier search based on a data sample of 36 fb(-1), collected in 2016. No significant excess of events is observed with respect to the standard model background expectation determined from control samples in data. The results are interpreted in terms of limits on the branching fraction of an invisible decay of the Higgs boson, as well as constraints on simplified models of dark matter, on first-generation scalar leptoquarks decaying to quarks and neutrinos, and on models with large extra dimensions. Several of the new limits, specifically for spin-1 dark matter mediators, pseudoscalar mediators, colored mediators, and leptoquarks, are the most restrictive to date.Peer reviewe

Measurement of prompt open-charm production cross sections in proton-proton collisions at root s=13 TeV

The production cross sections for prompt open-charm mesons in proton-proton collisions at a center-of-mass energy of 13TeV are reported. The measurement is performed using a data sample collected by the CMS experiment corresponding to an integrated luminosity of 29 nb(-1). The differential production cross sections of the D*(+/-), D-+/-, and D-0 ((D) over bar (0)) mesons are presented in ranges of transverse momentum and pseudorapidity 4 < p(T) < 100 GeV and vertical bar eta vertical bar < 2.1, respectively. The results are compared to several theoretical calculations and to previous measurements.Peer reviewe

Combined searches for the production of supersymmetric top quark partners in proton-proton collisions at root s=13 TeV

A combination of searches for top squark pair production using proton-proton collision data at a center-of-mass energy of 13 TeV at the CERN LHC, corresponding to an integrated luminosity of 137 fb(-1) collected by the CMS experiment, is presented. Signatures with at least 2 jets and large missing transverse momentum are categorized into events with 0, 1, or 2 leptons. New results for regions of parameter space where the kinematical properties of top squark pair production and top quark pair production are very similar are presented. Depending on themodel, the combined result excludes a top squarkmass up to 1325 GeV for amassless neutralino, and a neutralinomass up to 700 GeV for a top squarkmass of 1150 GeV. Top squarks with masses from 145 to 295 GeV, for neutralino masses from 0 to 100 GeV, with a mass difference between the top squark and the neutralino in a window of 30 GeV around the mass of the top quark, are excluded for the first time with CMS data. The results of theses searches are also interpreted in an alternative signal model of dark matter production via a spin-0 mediator in association with a top quark pair. Upper limits are set on the cross section for mediator particle masses of up to 420 GeV

Search for Physics beyond the Standard Model in Events with Overlapping Photons and Jets

Results are reported from a search for new particles that decay into a photon and two gluons, in events with jets. Novel jet substructure techniques are developed that allow photons to be identified in an environment densely populated with hadrons. The analyzed proton-proton collision data were collected by the CMS experiment at the LHC, in 2016 at root s = 13 TeV, and correspond to an integrated luminosity of 35.9 fb(-1). The spectra of total transverse hadronic energy of candidate events are examined for deviations from the standard model predictions. No statistically significant excess is observed over the expected background. The first cross section limits on new physics processes resulting in such events are set. The results are interpreted as upper limits on the rate of gluino pair production, utilizing a simplified stealth supersymmetry model. The excluded gluino masses extend up to 1.7 TeV, for a neutralino mass of 200 GeV and exceed previous mass constraints set by analyses targeting events with isolated photons.Peer reviewe

Measurement of b jet shapes in proton-proton collisions at root s=5.02 TeV

We present the first study of charged-hadron production associated with jets originating from b quarks in proton-proton collisions at a center-of-mass energy of 5.02 TeV. The data sample used in this study was collected with the CMS detector at the CERN LHC and corresponds to an integrated luminosity of 27.4 pb(-1). To characterize the jet substructure, the differential jet shapes, defined as the normalized transverse momentum distribution of charged hadrons as a function of angular distance from the jet axis, are measured for b jets. In addition to the jet shapes, the per-jet yields of charged particles associated with b jets are also quantified, again as a function of the angular distance with respect to the jet axis. Extracted jet shape and particle yield distributions for b jets are compared with results for inclusive jets, as well as with the predictions from the pythia and herwig++ event generators.Peer reviewe