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Öğe Artists' production sensibilities within the dynamics of an emerging art market(Emerald Group Publishing LTD., 2022) Genç, Eda Aylin; Okan, MehmetPurpose This study aims to understand the characteristics and formation of artists' production sensibilities and relations with other actors within an emerging hybrid art market structure. Design/methodology/approach To unravel senses and map out relationships and structures in the context of this study, qualitative methods, including in-depth interviews and analysis of secondary data sources, were applied. Findings The authors describe three art production sensibilities and market-based relationship logics rooted in the artist and the artwork's diverse role in the market. Practical implications The findings suggest that artistic sensibilities motivate managers working in the hybrid art market to develop a more nuanced positioning of artists and their creative outputs to improve harmony and collaboration. Originality/value This study demonstrates that the hybrid structure of art markets allows for the harmonious separation and collaboration of non-market (artistic) and market logics. This study uncovers how artists combine their non-market creative position with market needs in the process of marketization and hybridization.Öğe Breaking barriers: How race shapes service expectations across actors and contexts(Taylor and Francis Ltd., 2024) Elmadağ, Ayşe Banu; Okan, Mehmet; Yaoyuneyong, GallayaneeThis study investigates the impact of race on Customer Service Quality Expectations (SQE) using the Similarity-Attraction Perspective within the context of all interacting service actors, including customers, service providers, and other customers. A thorough literature review of racial effects in service environments is followed by a 2 (Service Actor Race: White vs. Black) × 2 (Service Actor Role: Service Provider vs. Other Customers) × 2 (Context: Experience vs. Credence) experimental study with Black and White customers. The study revealed that customer Perceptions of Service Actor Similarity (PSIM) mediate the influence of matching Customer Race and Service Actor Race on SQE. Results indicate: 1) that SQE is higher when customers are in the presence of other Service Actors perceived to be of their own race, and 2) that the effect varies by Service Actor Role and Service Type. This is an initial attempt to explore the impact of race on Experience and Credence services by adopting a Similarity-Attraction framework considering all participants in the service environment. The findings of this study hold important managerial implications, emphasizing that businesses should be mindful of the impact of race on SQE and consider fostering a diverse and inclusive service environment to enhance customer outcomes.Öğe Frontline employee age and customer mistreatment: a meta-analysis(Emerald Group Publishing Ltd., 2020) Okan, Mehmet; Elmadağ, Ayşe Banu; İdemen, ElifPurpose: 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 cross-cultural and cross-sectoral differences into account and making the country-level and occupation-level comparisons possible for uncovering when age matters, the role of employee age on decreasing customer mistreatment is examined. Design/methodology/approach: The data comprises of 103 independent samples collected from 48,067 frontline employees. Random effects individual correction meta-analysis procedure is used to aggregate correlation coefficients and correct them for sampling, measurement and range restriction errors. Meta-regression is used for examining the impact of key moderators. Findings: Results consistently show that frontline employee exposure to customer mistreatment is decreased with age. Regarding national differences, negative associations are stronger in low power distance countries. Age has more potential to provide high-quality relations with customers in healthcare, banking, compared to call centers and hospitality sectors. Practical implications: Healthy customer relations with fewer customer mistreatments come with employee age. However, results warn service managers about cultural and industry-related boundary conditions such as power distance and service orientation expectations. Originality/value: This study is the first meta-analysis on the relationship between two contemporary challenges in organizational frontlines: the aging workforce and customer mistreatment. By conducting comprehensive data collection and analyses, this study concludes that older employees, especially in low power distance cultures, bring wisdom to service environments.Öğe Improving self-regulated learning competencies of service employees: roles of regulatory appraisals and supportive resources(Emerald, 2023) Elmadağ, A. Banu; Okan, Mehmet; Kurtuldu, EcePurpose – In the era of technological advancements such as artificial intelligence and robotics, the working environment of service employees is changing, and the need to self-regulate their learning efforts has reached a pinnacle. The purpose of this study is to investigate how supportive resources (organizational investments in social capital, supervisor support and favorable customer feedback) facilitate service employees’ self-regulated learning competencies (SRLCs) and how individual factors (self-efficacy and goal orientation) regulate service employee performance outcomes (commitment to service quality and job performance). Design/methodology/approach – Drawing on the social cognitive theory and social capital perspectives, a quantitative survey was implemented with 516 service employees of a corporation operating in Turkey in various service sectors (i.e. retailing, health and technology). The data are analyzed through a covariance-based structural equation model. Findings – Results showed that organizational, supervisory and customer-level supportive resources improved SRLCs and subsequently performance outcomes. Service employees’ goal orientation and selfefficacy attenuate the relationship between supportive resources and SRLCs. Originality/value – This paper enhances the current literature by investigating SRLCs of frontline service employees who need more dynamic and adaptive self-managed self-regulated learning rather than passive training activities. Moreover, the unexpected negative effect of regulatory mechanisms (goal orientation and self-efficacy) on the relationship between supportive resources and SRLCs opens new avenues for managers.Öğe May robots be held responsible for service failure and recovery? The role of robot service provider agents' human-likeness(Elsevier, 2023) Arıkan, Esra; Altıniğne, Neşenur; Kuzgun, Ebru; Okan, MehmetThis research investigates how consumers attribute service failure and recovery responsibilities and respond to them differently based on the service provider agent type (human, humanoid, and non-humanoid robot). Two experiments show that, first, consumers attribute more service failure responsibility to the firm when the agent is less human-like. Second, they attribute more recovery responsibility to the agent and less to the firm when those agents are human, rather than robots. Third, failure (recovery) attribution to the firm reduces (enhances) consumer forgiveness and satisfaction. This study identifies the impact of human-likeness and humanness on responsibility attribution processes in interaction with robotic and human agents.Öğe A qualitative approach to designer as a product cue: proposed conceptual model of consumers perceptions and attitudes(Springer, 2020) İdemen, Elif; Elmadağ, Ayşe Banu; Okan, Mehmet‘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 effects. Adopting a discovery-oriented grounded theory approach, this study proposes a conceptual model based on the insights gained through 14 semi-structured in-depth interviews about consumers’ evaluations of designer cues. Interview results are presented in four categories: product and consumption context-related issues (e.g. self-expressive potential of the product, product design distinctiveness, public vs private consumption), consumer related issues (e.g. need for uniqueness, perceived value), designer related issues (e.g. designer’s image, credibility) and firm related issues (e.g. company/brand image). Based on qualitative results, product and consumption related regulators as well as consumer and designer characteristics that regulate the processing routes through which designer cue influences consumer outcomes were integrated into a proposed conceptual model. These routes encompass emotional and cognitive paths to product-specific, self-related and company-related outcomes. Through the emotional route, a designer cue may be associated with more distinct states of consumers, such as privilege and sophistication and may lead to self-related outcomes, such as perceptions of social value and symbolic representation of consumer identity. Through the second route, a designer cue may also be associated with more cognition-based outcomes (e.g. product quality, attitude towards the product) as it unearths the intellectual and professional effort behind the product. This cognitive route may predominantly be related to product-specific (e.g. product quality) and company-related outcomes (e.g. company’s design-related image).Öğe Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots(Emerald, 2022) Blaurock, Marah; Caic, Martina; Okan, Mehmet; Henkel, Alexander P.Purpose Social robots increasingly adopt service roles in the marketplace. While service research is beginning to unravel the implications for theory and practice, other scientific disciplines have amassed a wealth of empirical data of robots assuming such service roles. The purpose of this paper is to synthesize these findings from a role theory perspective with the aim of advancing role theory for human-robot service interaction (HRSI). Design/methodology/approach A systematic review of more than 10,000 articles revealed 149 empirical HRSI-related papers across scientific disciplines. The respective articles are analyzed employing qualitative content analysis through the lens of role theory. Findings This review develops an organizing structure of the HRSI literature across disciplines, delineates implications for role theory development in the age of social robots, and advances robotic role theory by providing an overarching framework and corresponding propositions. Finally, this review introduces avenues for future research. Originality/value This study pioneers a comprehensive review of empirical HRSI literature across disciplines adopting the lens of role theory. The study structures the body of HRSI literature, adapts traditional and derives novel propositions for role theory (i.e. robotic role theory), and delineates promising future research opportunities.Öğe Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond(Emerald Group Publishing Ltd., 2020) Henkel, Alexander P.; Martina, Caic; Blaurock, Marah; Okan, MehmetPurpose: Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose of the underlying paper is to take a transformative research perspective on how social robots can be deployed for advancing the well-being of these vulnerable consumers and to spur robotic transformative service research (RTSR). Design/methodology/approach: This paper follows a conceptual approach that integrates findings from various domains: service research, social robotics, social psychology and medicine. Findings: Two key findings advanced in this paper are (1) a typology of robotic transformative service (i.e. entertainer, social enabler, mentor and friend) as a function of consumers' state of social isolation, well-being focus and robot capabilities and (2) a future research agenda for RTSR. Practical implications: This paper guides service consumers and providers and robot developers in identifying and developing the most appropriate social robot type for advancing the well-being of vulnerable consumers in social isolation. Originality/value: This study is the first to integrate social robotics and transformative service research by developing a typology of social robots as a guiding framework for assessing the status quo of transformative robotic service on the basis of which it advances a future research agenda for RTSR. It further complements the underdeveloped body of service research with a focus on eudaimonic consumer well-being. Purpose: Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose of the underlying paper is to take a transformative research perspective on how social robots can be deployed for advancing the well-being of these vulnerable consumers and to spur robotic transformative service research (RTSR). Design/methodology/approach: This paper follows a conceptual approach that integrates findings from various domains: service research, social robotics, social psychology and medicine. Findings: Two key findings advanced in this paper are (1) a typology of robotic transformative service (i.e. entertainer, social enabler, mentor and friend) as a function of consumers' state of social isolation, well-being focus and robot capabilities and (2) a future research agenda for RTSR. Practical implications: This paper guides service consumers and providers and robot developers in identifying and developing the most appropriate social robot type for advancing the well-being of vulnerable consumers in social isolation. Originality/value: This study is the first to integrate social robotics and transformative service research by developing a typology of social robots as a guiding framework for assessing the status quo of transformative robotic service on the basis of which it advances a future research agenda for RTSR. It further complements the underdeveloped body of service research with a focus on eudaimonic consumer well-being. © 2020, Alexander P. Henkel, Martina ?ai?, Marah Blaurock and Mehmet Okan.Öğe A transdisciplinary review and framework of consumer interactions with embodied social robots: Design, delegate, and deploy(Wiley, 2022) Blaurock, Marah; Caic, Martina; Okan, MehmetSocial robots are gradually entering the organizational frontline, and research is beginning to unveil the implications for consumer-firm interactions. While empirical studies on human-robot service interaction (HRSI) are scarce in business literature, other scientific fields have generated an abundance of empirical findings that can inform consumer research on successfully integrating embodied social robots in consumer-facing services. In this light, a systematic literature review was conducted across scientific fields, screening over 13,500 research articles. Through a thorough review process, 199 service-relevant empirical research articles were identified. Emanating from these data, an organizing meta-framework is advanced (D-3: design, delegate, and deploy). Leveraging this D-3 framework, a comprehensive overview of several dimensions of the literature is provided, and key insights for each framework dimension are presented. Based on this overview, implications for whether, how, and when to integrate social robots in practice and a comprehensive future research agenda are developed.Öğe Witnessing verbal aggression: role of customers' self-conscious emotions(Emerald Group Publishing Ltd, 2020) Okan, Mehmet; Elmadağ, Ayşe BanuPurpose 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 of the witness customers' empathic tendencies and the source of aggression are also examined. Design/methodology/approach In two scenario-based experiments and by adopting a multifoci approach, severity of mistreatment (aggression vs incivility vs no-mistreatment) and source of mistreatment (employee-to-employee and customer-to-customer) were manipulated to test distinctive effects of witnessing aggression on self-conscious emotions and intentions. Findings This study shows that witnessing aggression during service experiences negatively influences customers' intentions towards the service organization through self-conscious emotions. Moreover, empathic tendencies of customers make these effects more pronounced. It is also shown that witnessing employee-to-employee aggression has a stronger effect on self-conscious emotions and intentions than customer-to-customer aggression. Originality/value This paper is one of the first attempts to investigate the distinctive effects of witnessing aggression during service experiences and the roles of self-conscious emotions and emphatic tendencies.
