Browsing by Author "Elmadağ, Ayşe Banu"

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Frontline employee age and customer mistreatment: a meta-analysis

Okan, Mehmet; Elmadağ, Ayşe Banu; İdemen, Elif (Emerald Group Publishing Ltd., 2020)

Purpose: The purpose of this paper is to provide a comprehensive meta-analytic examination of the relationship between employee age and customer mistreatment. Drawing on socioemotional selectivity theory and taking the ...
A qualitative approach to designer as a product cue: proposed conceptual model of consumers perceptions and attitudes

İdemen, Elif; Elmadağ, Ayşe Banu; Okan, Mehmet (Springer, 2020)

‘Designer as a product cue’, which refers to the information presented about the product regarding the designer of that product, has increasingly been in use by marketers. However, there is a dire need to investigate its ...
Witnessing verbal aggression: role of customers' self-conscious emotions

Okan, Mehmet; Elmadağ, Ayşe Banu (Emerald Group Publishing Ltd, 2020)

Purpose This paper aims to examine the widespread effects of service actors' verbal aggression on witness customers' intentions toward the service organizations through their self-conscious emotions. The moderating roles ...