Turgay Avci

Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks

This study investigates the potential impact of organizational variables on the service recovery performance of frontline employees, and the impact of successful service recovery on frontline employees’ job satisfaction and intensions to resign. Data obtained from a survey of frontline employees working in several banks in two cities in Western Turkey serve as the study setting. Results and their implications are discussed.

Measuring service quality of travel agents: evidence from Northern Cyprus.

Service quality delivered by travel agents in Northern Cyprus was examined using a SERVQUAL scale. The translated instrument was purified using an item-categorisation technique and administered to 337 current users of travel agents in the region. Expectations and performance (SERVPERF) scores indicated that respondents were concerned most with the efficiency and least with the personalisation of the services offered. The largest service gaps were identified with the ‘modern’ appearance of the service and service-scape, and the smallest with interpersonal qualities of service. Multiple regression showed promptness, empathy, efficiency and service-scape aesthetics to be the main determinants of customer satisfaction. SERVPERF scores gave a better prediction of overall satisfaction and showed marginally better reliability and validity than those from which expectations were subtracted. Instead of the predicted SERVQUAL five-factor solution, factor analysis showed an underlying uni-dimensionality that is consistent with the findings of other authors. Possible management actions suggested by the findings are discussed in the context of the small business environment in Northern Cyprus.

Customer Complaints and Organizational Responses: A Study of Hotel Guests in Northern Cyprus

ABSTRACT This study investigates outcomes of organizational responses to customer complaints by using a sample of hotel guests in Northern Cyprus as its setting. Results suggest that organizational response options have varying degrees of influence on customer satisfaction and revisit intentions. Implications of the results for hotel managers and public policy makers are discussed.

Measuring service quality in the hotel industry: evidences from Northern Cyprus.

ABSTRACT This study sets out to assess the level of service quality and customer satisfaction provided by hotels in Northern Cyprus, using a SERVPERF scale. For this purpose, the translated instrument was administered to 189 hotel customers in the region. The results of exploratory factor analysis revealed that the SERVPERF scale proved to be of two-dimensional structure in character. Tangibles and intangibles were found by stepwise regression analysis to be important determinants of customer satisfaction. Additionally, SERVPERF scores gave a good prediction of overall customer satisfaction. Possible management actions suggested by the present evidence are also discussed.

The measurement of job satisfaction: an empirical study of frontline employees in the Northern Cyprus hotel industry.

Abstract This study investigates the effects of various dimensions on job satisfaction, using a sample of Turkish frontline employees in Northern Cyprus hotels as its setting. Results suggest that pay and supervision have significant positive effects on the job satisfaction of frontline employees, whereas the work itself and physical evidence do not have any significant relationship with job satisfaction. The implications of the results for hotel managers and public policy makers are discussed.

Effects of Job Standardization and Job Satisfaction on Service Quality

ABSTRACT This study develops and tests a model which examines the effects of job standardization and job satisfaction on service quality by using Turkish frontline employees in multiple service industries in Northern Cyprus as its setting. Study results show that job standardization and job satisfaction exert significant positive effects on service quality. Empirical evidence also suggests that job standardization has a significant positive impact on job satisfaction. Implications of the results for service managers and avenues for further research are discussed in the study.

Measuring Marketing Culture: A Study of Frontline Employees in Turkish Hotels

Abstract This study examines the potential effects of service quality, interpersonal relationships, selling task, organization, internal communication, and innovativeness on marketing culture through the use of Websters (1992; 1993) standard marketing culture instrument. The present study also investigates the factor structure of the marketing culture scale. Findings demonstrate that interpersonal relationships, selling task, internal communication, and innovativeness exert significant positive effects on marketing culture, whereas service quality and organization do not have any significant impact on marketing culture. In addition, confirmatory factor analysis results lend further credence to the six-factor structure of the marketing culture scale through the deletion of several items from each dimension, excluding innovativeness. Implications of the results and avenues for further research are discussed.

The effects of psychological capital and work engagement on nurses’ lateness attitude and turnover intentions

Purpose The purpose of this paper is to investigate work engagement (WE) as a mediator of the influence of psychological capital (PsyCap) on lateness attitude and turnover intentions. It also examines lateness attitude as a mediator between WE and turnover intentions. Design/methodology/approach Structural equation modeling was employed to gauge the relationships using data gathered from nurses in public hospitals in Northern Cyprus. Findings The results underscore the role WE plays as a mediator between PsyCap and the previously stated outcomes. The results also highlight the role lateness attitude plays as a mediator in the relationship between WE and turnover intentions. Originality/value What is known about the effects of PsyCap and WE on nurses’ lateness attitude and turnover intentions is scarce. There is also limited empirical evidence regarding the underlying mechanism linking PsyCap to lateness attitude and turnover intentions.