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

Öz-duyarlık, güvenli bağlanma ve eşler arası atıfların evliliğin işlevselliği üzerindeki rolü.

This thesis aims to investigate the dyadic effects of adult attachment orientations, self-compassion, and relational attributions on marital functioning (i.e., marital satisfaction and conflict) with a double-mediation model. It is expected that couples’ marital functioning will be predicted by a set of two sequential links from adult attachment dimensions to self-compassion and then to relational attributions. In this study, spouses’ attachment related anxiety was expected to predict their self-compassion level (first mediation part), which in turn direct the way they make attributions for their partner behavior, and in turn this predict marital functioning as the second mediated process. Self-compassion was expected to mediate the relationship between attachment related anxiety and relational attributions. Married couples (N = 158) participated in this study. The Actor-Partner Interdependence Double Mediation Modelling (APIDMeM) was performed to reveal actor and partner effects on married couple dyads. Results yielded a number of significant actor and partner effects. Findings suggested that proposed double mediation model was partially supported. Only the path between wives’ attachment related anxiety and their own marital satisfaction was double mediated. Self-compassion was found to have no direct and indirect effects on partners study variables, while couples’ attachment related anxiety and avoidance had direct and indirect actor and partner effects. Both actor and partner effects seem to reflect the culturally related gender roles for both wives and husbands. In general, wives’ attachment dimensions, self-compassion, and relational attributions were found to be associated with couples’ marital functioning while husbands’ marital satisfaction and conflict were influenced more by wives’ attachment dimensions, and wives’ relational attributions mediated the effects of the attachment dimensions.M.S. - Master of Scienc

Recurrence of Primary Vascular Leiomyosarcoma Five Years after Initial Diagnosis in the Lower Extremity

Primary leiomyosarcomas of vascular origin are rare tumors. They frequently arise within the inferior vena cava; however, the peripheral vein was also affected. To date, only a few hundred cases have been reported in the world literature. Although it is an extremely aggressive tumor, the symptoms may be unspecific, especially in the lower extremities. In this report, we present a case of primary vascular leiomyosarcoma, arising from the short saphenous vein, with symptoms mimicking thrombus in the initial diagnosis. The diagnosis of leiomyosarcomas was confirmed by standard H&E staining and immunohistochemical staining. Recurrence of the tumor has been observed five years after surgical treatment. Due to its rarity, experience in the management of this type of tumor is limited. The mainstay of treatment for these tumors is complete surgical resection. The purpose of the presented case is to discuss the clinicopathological features and management options of this tumor, under the light of the most recent literatures