In the highly competitive retail sector, the provision and measurement of superior retail service... more In the highly competitive retail sector, the provision and measurement of superior retail service quality is crucial for gaining a sustainable competitive advantage. Service quality is an important strategic weapon in retail contexts, particularly in developing defensive marketing strategies. The measurement of service quality in a retail setting is somewhat different from the measurement of service quality in other pure service settings. The most widely known and discussed scale for measuring service quality -SERVQUAL- has not been successfully adapted to and validated in a retail store environment. The ‚retail service quality scale‘ (RSQS) [1] has been validated in the USA, Hong Kong, and Korea, but not in other cultural settings. Only a limited number of studies have attempted to measure service quality in retail settings, so there is a significant gap in the literature regarding this area of research. The present study addresses this gap by applying the RSQS among 648 customers ...
This study aims at investigating discriminating factors of low and high performance small and med... more This study aims at investigating discriminating factors of low and high performance small and medium sized enterprises (SMEs) in terms of the perception of the SME owners/managers about profit goal achievement in North Cyprus. The study employs the recent and only available micro-data from Manufacturing Industry’s Profile and Expectations Surveys (2009 and 2010) initiated by Chamber of Industry and conducted by Small Business Development and Research Centre (SBDRC). Surveys’ sample covers approximately 70% of the companies in the manufacturing sector. Findings of the Discriminant Analysis (DA) indicates that performing (competitive) manufacturing firms are those who have more competent entrepreneurs, low labor unit cost, high capacity utilization and growth phases of companies. Variables like age of owners/manager, age of the firms, number of employees, target market (domestic or foreign), legal structure of the enterprise, investment on technology and quality have not been statisti...
Using a resource-based view and dynamic capabilities approach, this study investigates both the i... more Using a resource-based view and dynamic capabilities approach, this study investigates both the internal and external factors influencing competitive advantage in the hotel industry. For this purpose, we examine how organizational capabilities may lead to customer relationship building and in turn to competitive advantage. We further test the moderation role of market dynamism on the relationship between organizational capabilities and customer relationship building, and also investigate the mediation effect of customer relationship building on the association between organizational capabilities and competitive advantage. A questionnaire-based study was conducted among hotel employees in Northern Cyprus to test the conceptual model. A set of approaches was applied to detect common method bias and test the validity and reliability of the questionnaire. Correlation and regression analyses were conducted to evaluate the relationships between the variables, and bootstrapping analysis wa...
Attracting and enrolling international students have become the primary concern of marketing effo... more Attracting and enrolling international students have become the primary concern of marketing efforts of higher education institutions. For this purpose, understanding the decision-making process of students is vital. This study examines the information sources, requirements, and choice factors of international students who study their higher education in an emerging higher education destination. This study is conducted through a quantitative approach, based on both exploratory factor analysis (EFA) and the analytic hierarchy process (AHP). A survey was conducted with students who enrolled at a state university for the first time. University websites are identified as the most used sources of information. According to the study’s findings, job and scholarship opportunities are identified as the first and most crucial concern of international students. This study is of particular significance for higher education institutions in emerging higher education destinations to better underst...
Page 1. MARKETING A OBCHOD E + M EKONOMIE A MANAGEMENT 2 / 2009 strana 127 Introduction In today&... more Page 1. MARKETING A OBCHOD E + M EKONOMIE A MANAGEMENT 2 / 2009 strana 127 Introduction In today's highly competitive environment, virtually all companies are forced to be more customer-oriented [32]. It is generally ...
The goal of this thesis is two-fold. First, the paper explores and discusses how information tech... more The goal of this thesis is two-fold. First, the paper explores and discusses how information technology (IT) is used as an integrative mechanism in organizations. Second, the paper suggests why organizations have experienced increased IT management requirements. The paper examines how Internet technology is used by companies to integrate operations. Supporting case studies of Wal-Mart and Calyx & Corolla are examined to determine the effectiveness of using IT as an integrative tool. Next, this research discusses how a buying versus building strategy has led to increased demands on IT management. Supporting case studies of SAP (Systems, Applications and Products) and British Petroleum are reviewed to determine if IT management will increase. This research concluded that IT is used as an integrative tool in organizations. Companies are using Internet technol- ogy to electronically link to other companies to form virtual organizations. In addition, IT is used as an effective means of c...
The purpose of this study is to investigate the effect of customers' attitudes towards tradit... more The purpose of this study is to investigate the effect of customers' attitudes towards traditional and social media marketing on brand trust and purchase intention. Reviewing the extant literature unveiled that the subject of traditional versus social media marketing in the airline market is not sufficiently studied. Thus, we studied the mentioned subject in Turkey because the aviation sector has shown noteworthy improvements due to a significant increasing volume of e-commerce, not only on the passenger side but also on the cargo side as well. On the other hand, thanks to the passenger demand growth since starting the recent century, the Turkish airline industry leads a giant contribution to the enlargement of the global economy due to the increasing number of connections and falling air transport costs. Data was gathered in Istanbul airports from 341 passengers of the airlines of Turkey to compare the impact of traditional and social media marketing on brand trust and purchase...
International Journal of Contemporary Hospitality Management
Purpose This study aims to present a unique perspective on the application of the theory of plann... more Purpose This study aims to present a unique perspective on the application of the theory of planned behaviour (TPB) in the context of the green lodging industry via configurational modelling of three TPB dimensions in formulating hotel visitors’ behavioural responses. Attitude towards behaviour, subjective norms and perceived behavioural control are the three indicators of TPB used to predict guests’ continued intention to use and recommend green hotels on Cyprus, a Mediterranean island with a fragile ecological system. Design/methodology/approach A questionnaire-based survey is used to evaluate the study’s objectives. A total of 320 guests of green hotels were approached between June and July 2017 and invited to participate. Among them, 260 valid cases were obtained and used for data analysis. The structural model was tested using structural equation modelling (SEM), the configurational model was assessed using the fuzzy-set qualitative comparative analysis (fsQCA) and the necessar...
In the highly competitive retail sector, the provision and measurement of superior retail service... more In the highly competitive retail sector, the provision and measurement of superior retail service quality is crucial for gaining a sustainable competitive advantage. Service quality is an important strategic weapon in retail contexts, particularly in developing defensive marketing strategies. The measurement of service quality in a retail setting is somewhat different from the measurement of service quality in other pure service settings. The most widely known and discussed scale for measuring service quality -SERVQUAL- has not been successfully adapted to and validated in a retail store environment. The ‚retail service quality scale‘ (RSQS) [1] has been validated in the USA, Hong Kong, and Korea, but not in other cultural settings. Only a limited number of studies have attempted to measure service quality in retail settings, so there is a significant gap in the literature regarding this area of research. The present study addresses this gap by applying the RSQS among 648 customers of a large chain of retail stores in Northern Cyprus. The study also proposes and tests two hypotheses regarding the relationship between retail service and customers‘ behavioural intentions. The results confirm the applicability of the original five dimensions of the RSQS in the setting of Northern Cyprus. Retail service quality is shown to be positively related to behavioural intentions (intention to repurchase and intention to recommend). Multi-regression analyses reveal that the dimensions of ‚physical aspects‘, ‚problem solving‘, and ‚reliability‘ have the greatest impact on customers‘ behavioural intentions. The study also analyses the relationship between certain demographic characteristics and perceptions of service quality. The results, managerial implications, and suggestions for future research are discussed in detail.
The present study aimed to examine the effectiveness of advertisements in enhancing consumers’ pu... more The present study aimed to examine the effectiveness of advertisements in enhancing consumers’ purchasing intention on Facebook in 2013. It is an applied study in terms of its goals, and a descriptive survey one in terms of methodology. The statistical population included all undergraduate students in Cypriot universities. An 11-item researcher-made questionnaire was used to compare and analyze the effectiveness of advertisements. Data analysis was carried out using SPSS17, the parametric statistical method of t-test, and the non-parametric Friedman test. The results of the study showed that Facebook advertising significantly affected brand image and brand equity, both of which factors contributed to a significant change in purchasing intention.
Journal of Business Economics and Management, 2010
Globalisation has resulted in businesses extending their market coverage to include international... more Globalisation has resulted in businesses extending their market coverage to include international markets, which has provided customers with an ever‐expanding choice of domestic and foreign purchase options. It has thus become critical for marketers to ascertain the perceptions and attitudes of consumers regarding their acceptance of foreign products. The most commonly used instrument for this purpose is the ‘Consumer Ethnocentric Tendencies Scale’ ('CETSCALE') (Shimp and Sharma 1987), which has been validated in several developed economies, but which has not been applied and validated in many developing economies. The present study addresses this gap by applying ‘CETSCALE’ among 484 consumers in the developing market of North Cyprus. The study confirms the scale's validity and reliability in the setting of North Cyprus. Consumers’ ethnocentrism is shown to be positively related to intention to purchase domestically produced goods. The study also analyses the relationships between certain demographic characteristics and consumers’ ethnocentrism. The results, managerial implications, and limitations of the study are discussed in detail.Globalizacija versle pasireiške tuo, kad išplete rinku apimtis, itraukdama ir tarptautines rinkas, o tai suteike galimybe pirkejams pasirinkti didesni vidaus ir užsienio prekiu asortimenta. Todel pardavejams labai svarbu išsiaiškinti vartotoju suvokima ir požiūri i užsienio produkcija. Šiam tikslui dažniausiai naudojama priemone ‐ vartotojo etnocentrines tendencijos skale (CETSCALE) (Shimp, Sharma 1987), kuri buvo patvirtinta keliose išsivysčiusios ekonomikos šalyse, tačiau ši priemone nera naudojama ir patvirtinta besivystančiose šalyse. Pateikiamas tyrimas atkreipia demesi i šia taikymo CETSCALE tarp 484 vartotoju besivystančiose Šiaures Kipro rinkose spraga. Tyrimas parodo skales tinkamuma ir patikimuma tyrimams atlikti Šiaures Kipre. Buvo nustatyta, kad tarp pirkejo etnocentrizmo ir noro pirkti šalyje pagamintas prekes yra teigiamas ryšys. straipsnyje analizuojamas ryšys tarp tam tikru demografiniu charakteristiku ir pirkeju etnocentrizmo. Detaliai aptarti gauti tyrimo rezultatai, ju reikšme valdymui ir tyrimo ribotumas.
In the highly competitive retail sector, the provision and measurement of superior retail service... more In the highly competitive retail sector, the provision and measurement of superior retail service quality is crucial for gaining a sustainable competitive advantage. Service quality is an important strategic weapon in retail contexts, particularly in developing defensive marketing strategies. The measurement of service quality in a retail setting is somewhat different from the measurement of service quality in other pure service settings. The most widely known and discussed scale for measuring service quality -SERVQUAL- has not been successfully adapted to and validated in a retail store environment. The ‚retail service quality scale‘ (RSQS) [1] has been validated in the USA, Hong Kong, and Korea, but not in other cultural settings. Only a limited number of studies have attempted to measure service quality in retail settings, so there is a significant gap in the literature regarding this area of research. The present study addresses this gap by applying the RSQS among 648 customers ...
This study aims at investigating discriminating factors of low and high performance small and med... more This study aims at investigating discriminating factors of low and high performance small and medium sized enterprises (SMEs) in terms of the perception of the SME owners/managers about profit goal achievement in North Cyprus. The study employs the recent and only available micro-data from Manufacturing Industry’s Profile and Expectations Surveys (2009 and 2010) initiated by Chamber of Industry and conducted by Small Business Development and Research Centre (SBDRC). Surveys’ sample covers approximately 70% of the companies in the manufacturing sector. Findings of the Discriminant Analysis (DA) indicates that performing (competitive) manufacturing firms are those who have more competent entrepreneurs, low labor unit cost, high capacity utilization and growth phases of companies. Variables like age of owners/manager, age of the firms, number of employees, target market (domestic or foreign), legal structure of the enterprise, investment on technology and quality have not been statisti...
Using a resource-based view and dynamic capabilities approach, this study investigates both the i... more Using a resource-based view and dynamic capabilities approach, this study investigates both the internal and external factors influencing competitive advantage in the hotel industry. For this purpose, we examine how organizational capabilities may lead to customer relationship building and in turn to competitive advantage. We further test the moderation role of market dynamism on the relationship between organizational capabilities and customer relationship building, and also investigate the mediation effect of customer relationship building on the association between organizational capabilities and competitive advantage. A questionnaire-based study was conducted among hotel employees in Northern Cyprus to test the conceptual model. A set of approaches was applied to detect common method bias and test the validity and reliability of the questionnaire. Correlation and regression analyses were conducted to evaluate the relationships between the variables, and bootstrapping analysis wa...
Attracting and enrolling international students have become the primary concern of marketing effo... more Attracting and enrolling international students have become the primary concern of marketing efforts of higher education institutions. For this purpose, understanding the decision-making process of students is vital. This study examines the information sources, requirements, and choice factors of international students who study their higher education in an emerging higher education destination. This study is conducted through a quantitative approach, based on both exploratory factor analysis (EFA) and the analytic hierarchy process (AHP). A survey was conducted with students who enrolled at a state university for the first time. University websites are identified as the most used sources of information. According to the study’s findings, job and scholarship opportunities are identified as the first and most crucial concern of international students. This study is of particular significance for higher education institutions in emerging higher education destinations to better underst...
Page 1. MARKETING A OBCHOD E + M EKONOMIE A MANAGEMENT 2 / 2009 strana 127 Introduction In today&... more Page 1. MARKETING A OBCHOD E + M EKONOMIE A MANAGEMENT 2 / 2009 strana 127 Introduction In today's highly competitive environment, virtually all companies are forced to be more customer-oriented [32]. It is generally ...
The goal of this thesis is two-fold. First, the paper explores and discusses how information tech... more The goal of this thesis is two-fold. First, the paper explores and discusses how information technology (IT) is used as an integrative mechanism in organizations. Second, the paper suggests why organizations have experienced increased IT management requirements. The paper examines how Internet technology is used by companies to integrate operations. Supporting case studies of Wal-Mart and Calyx & Corolla are examined to determine the effectiveness of using IT as an integrative tool. Next, this research discusses how a buying versus building strategy has led to increased demands on IT management. Supporting case studies of SAP (Systems, Applications and Products) and British Petroleum are reviewed to determine if IT management will increase. This research concluded that IT is used as an integrative tool in organizations. Companies are using Internet technol- ogy to electronically link to other companies to form virtual organizations. In addition, IT is used as an effective means of c...
The purpose of this study is to investigate the effect of customers' attitudes towards tradit... more The purpose of this study is to investigate the effect of customers' attitudes towards traditional and social media marketing on brand trust and purchase intention. Reviewing the extant literature unveiled that the subject of traditional versus social media marketing in the airline market is not sufficiently studied. Thus, we studied the mentioned subject in Turkey because the aviation sector has shown noteworthy improvements due to a significant increasing volume of e-commerce, not only on the passenger side but also on the cargo side as well. On the other hand, thanks to the passenger demand growth since starting the recent century, the Turkish airline industry leads a giant contribution to the enlargement of the global economy due to the increasing number of connections and falling air transport costs. Data was gathered in Istanbul airports from 341 passengers of the airlines of Turkey to compare the impact of traditional and social media marketing on brand trust and purchase...
International Journal of Contemporary Hospitality Management
Purpose This study aims to present a unique perspective on the application of the theory of plann... more Purpose This study aims to present a unique perspective on the application of the theory of planned behaviour (TPB) in the context of the green lodging industry via configurational modelling of three TPB dimensions in formulating hotel visitors’ behavioural responses. Attitude towards behaviour, subjective norms and perceived behavioural control are the three indicators of TPB used to predict guests’ continued intention to use and recommend green hotels on Cyprus, a Mediterranean island with a fragile ecological system. Design/methodology/approach A questionnaire-based survey is used to evaluate the study’s objectives. A total of 320 guests of green hotels were approached between June and July 2017 and invited to participate. Among them, 260 valid cases were obtained and used for data analysis. The structural model was tested using structural equation modelling (SEM), the configurational model was assessed using the fuzzy-set qualitative comparative analysis (fsQCA) and the necessar...
In the highly competitive retail sector, the provision and measurement of superior retail service... more In the highly competitive retail sector, the provision and measurement of superior retail service quality is crucial for gaining a sustainable competitive advantage. Service quality is an important strategic weapon in retail contexts, particularly in developing defensive marketing strategies. The measurement of service quality in a retail setting is somewhat different from the measurement of service quality in other pure service settings. The most widely known and discussed scale for measuring service quality -SERVQUAL- has not been successfully adapted to and validated in a retail store environment. The ‚retail service quality scale‘ (RSQS) [1] has been validated in the USA, Hong Kong, and Korea, but not in other cultural settings. Only a limited number of studies have attempted to measure service quality in retail settings, so there is a significant gap in the literature regarding this area of research. The present study addresses this gap by applying the RSQS among 648 customers of a large chain of retail stores in Northern Cyprus. The study also proposes and tests two hypotheses regarding the relationship between retail service and customers‘ behavioural intentions. The results confirm the applicability of the original five dimensions of the RSQS in the setting of Northern Cyprus. Retail service quality is shown to be positively related to behavioural intentions (intention to repurchase and intention to recommend). Multi-regression analyses reveal that the dimensions of ‚physical aspects‘, ‚problem solving‘, and ‚reliability‘ have the greatest impact on customers‘ behavioural intentions. The study also analyses the relationship between certain demographic characteristics and perceptions of service quality. The results, managerial implications, and suggestions for future research are discussed in detail.
The present study aimed to examine the effectiveness of advertisements in enhancing consumers’ pu... more The present study aimed to examine the effectiveness of advertisements in enhancing consumers’ purchasing intention on Facebook in 2013. It is an applied study in terms of its goals, and a descriptive survey one in terms of methodology. The statistical population included all undergraduate students in Cypriot universities. An 11-item researcher-made questionnaire was used to compare and analyze the effectiveness of advertisements. Data analysis was carried out using SPSS17, the parametric statistical method of t-test, and the non-parametric Friedman test. The results of the study showed that Facebook advertising significantly affected brand image and brand equity, both of which factors contributed to a significant change in purchasing intention.
Journal of Business Economics and Management, 2010
Globalisation has resulted in businesses extending their market coverage to include international... more Globalisation has resulted in businesses extending their market coverage to include international markets, which has provided customers with an ever‐expanding choice of domestic and foreign purchase options. It has thus become critical for marketers to ascertain the perceptions and attitudes of consumers regarding their acceptance of foreign products. The most commonly used instrument for this purpose is the ‘Consumer Ethnocentric Tendencies Scale’ ('CETSCALE') (Shimp and Sharma 1987), which has been validated in several developed economies, but which has not been applied and validated in many developing economies. The present study addresses this gap by applying ‘CETSCALE’ among 484 consumers in the developing market of North Cyprus. The study confirms the scale's validity and reliability in the setting of North Cyprus. Consumers’ ethnocentrism is shown to be positively related to intention to purchase domestically produced goods. The study also analyses the relationships between certain demographic characteristics and consumers’ ethnocentrism. The results, managerial implications, and limitations of the study are discussed in detail.Globalizacija versle pasireiške tuo, kad išplete rinku apimtis, itraukdama ir tarptautines rinkas, o tai suteike galimybe pirkejams pasirinkti didesni vidaus ir užsienio prekiu asortimenta. Todel pardavejams labai svarbu išsiaiškinti vartotoju suvokima ir požiūri i užsienio produkcija. Šiam tikslui dažniausiai naudojama priemone ‐ vartotojo etnocentrines tendencijos skale (CETSCALE) (Shimp, Sharma 1987), kuri buvo patvirtinta keliose išsivysčiusios ekonomikos šalyse, tačiau ši priemone nera naudojama ir patvirtinta besivystančiose šalyse. Pateikiamas tyrimas atkreipia demesi i šia taikymo CETSCALE tarp 484 vartotoju besivystančiose Šiaures Kipro rinkose spraga. Tyrimas parodo skales tinkamuma ir patikimuma tyrimams atlikti Šiaures Kipre. Buvo nustatyta, kad tarp pirkejo etnocentrizmo ir noro pirkti šalyje pagamintas prekes yra teigiamas ryšys. straipsnyje analizuojamas ryšys tarp tam tikru demografiniu charakteristiku ir pirkeju etnocentrizmo. Detaliai aptarti gauti tyrimo rezultatai, ju reikšme valdymui ir tyrimo ribotumas.
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Papers by Mustafa Tumer
quality is crucial for gaining a sustainable competitive advantage. Service quality is an important
strategic weapon in retail contexts, particularly in developing defensive marketing strategies. The
measurement of service quality in a retail setting is somewhat different from the measurement
of service quality in other pure service settings. The most widely known and discussed scale for
measuring service quality -SERVQUAL- has not been successfully adapted to and validated in
a retail store environment. The ‚retail service quality scale‘ (RSQS) [1] has been validated in the
USA, Hong Kong, and Korea, but not in other cultural settings. Only a limited number of studies
have attempted to measure service quality in retail settings, so there is a significant gap in the
literature regarding this area of research. The present study addresses this gap by applying the
RSQS among 648 customers of a large chain of retail stores in Northern Cyprus. The study also
proposes and tests two hypotheses regarding the relationship between retail service and customers‘
behavioural intentions. The results confirm the applicability of the original five dimensions of
the RSQS in the setting of Northern Cyprus. Retail service quality is shown to be positively related
to behavioural intentions (intention to repurchase and intention to recommend). Multi-regression
analyses reveal that the dimensions of ‚physical aspects‘, ‚problem solving‘, and ‚reliability‘ have
the greatest impact on customers‘ behavioural intentions. The study also analyses the relationship
between certain demographic characteristics and perceptions of service quality. The results, managerial
implications, and suggestions for future research are discussed in detail.
intention on Facebook in 2013. It is an applied study in terms of its goals, and a descriptive survey
one in terms of methodology. The statistical population included all undergraduate students in Cypriot
universities. An 11-item researcher-made questionnaire was used to compare and analyze the effectiveness
of advertisements. Data analysis was carried out using SPSS17, the parametric statistical method of
t-test, and the non-parametric Friedman test. The results of the study showed that Facebook advertising
significantly affected brand image and brand equity, both of which factors contributed to a significant
change in purchasing intention.
quality is crucial for gaining a sustainable competitive advantage. Service quality is an important
strategic weapon in retail contexts, particularly in developing defensive marketing strategies. The
measurement of service quality in a retail setting is somewhat different from the measurement
of service quality in other pure service settings. The most widely known and discussed scale for
measuring service quality -SERVQUAL- has not been successfully adapted to and validated in
a retail store environment. The ‚retail service quality scale‘ (RSQS) [1] has been validated in the
USA, Hong Kong, and Korea, but not in other cultural settings. Only a limited number of studies
have attempted to measure service quality in retail settings, so there is a significant gap in the
literature regarding this area of research. The present study addresses this gap by applying the
RSQS among 648 customers of a large chain of retail stores in Northern Cyprus. The study also
proposes and tests two hypotheses regarding the relationship between retail service and customers‘
behavioural intentions. The results confirm the applicability of the original five dimensions of
the RSQS in the setting of Northern Cyprus. Retail service quality is shown to be positively related
to behavioural intentions (intention to repurchase and intention to recommend). Multi-regression
analyses reveal that the dimensions of ‚physical aspects‘, ‚problem solving‘, and ‚reliability‘ have
the greatest impact on customers‘ behavioural intentions. The study also analyses the relationship
between certain demographic characteristics and perceptions of service quality. The results, managerial
implications, and suggestions for future research are discussed in detail.
intention on Facebook in 2013. It is an applied study in terms of its goals, and a descriptive survey
one in terms of methodology. The statistical population included all undergraduate students in Cypriot
universities. An 11-item researcher-made questionnaire was used to compare and analyze the effectiveness
of advertisements. Data analysis was carried out using SPSS17, the parametric statistical method of
t-test, and the non-parametric Friedman test. The results of the study showed that Facebook advertising
significantly affected brand image and brand equity, both of which factors contributed to a significant
change in purchasing intention.