Asst. Prof. Dr. Nazlı Gülfem GİDENER | Dokuz Eylül University (original) (raw)
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Papers by Asst. Prof. Dr. Nazlı Gülfem GİDENER
Advances in public policy and administration (APPA) book series, Nov 26, 2023
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Advances in logistics, operations, and management science book series, Jun 30, 2023
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Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi, Jun 21, 2021
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Beykoz Akademi Dergisi, 2015
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Advances in Hospitality, Tourism, and the Services Industry
The unforeseen emergence of the COVID-19 pandemic back in March 2020 made a huge impact both nati... more The unforeseen emergence of the COVID-19 pandemic back in March 2020 made a huge impact both nationally and internationally in Turkey. One of the impacts of this disaster was on transportation services both for goods and passengers. Therefore, the focus of this study was determined to be on airline passengers' satisfaction and complaints in this bothersome period. The aim was to discover the problematic dimensions of the service provided and possibly minimize these incidents both for the sake of the airline companies and the passengers. The content analysis method was utilized, and 125 reviews containing 280 complaints were analyzed. It was discovered that the most criticized SERVQUAL dimension for Turkey-based airlines in the first year of the COVID-19 pandemic was reliability. These findings have the potential to guide professionals of passenger transportation services on which practices should be improved.
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Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi, 2015
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Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi, 2021
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Increasing competition, changing customer expectations and technological advances have caused to ... more Increasing competition, changing customer expectations and technological advances have caused to alterations in business marketing practices. These changes have forced the customer orientation and forming long-term relationship between the business and their customers. In the direction of these developments, businesses have adopted an understanding of relationship marketing that enables businesses to create loyalty and build long-term relationships with customers. Third party logistics service providers (3PL) which possess three dyadic relations between buyer, seller and themselves, try to understand their customers and create customer loyalty by adopting relationship marketing understanding. We have discovered the theory and the real life examples do not comply in the sense that 3PL's do not focus on retaining existing customers, analyze competitors and provide privileges to loyal customers.
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Bookmarks Related papers MentionsView impact
Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi, 2016
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Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, 2016
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Transactions on Maritime Science
Service literature indicates that both service failure and service recovery have a strong impact ... more Service literature indicates that both service failure and service recovery have a strong impact on the business relationships between service providers and their customers. The purpose of this research is twofold: to explore and analyze the most common service failures and implemented recovery strategies in Turkish third party logistics service industry and examine their impact on business relationships. Critical Incident Technique (CIT) was used. Thus, information on critical incidents were collected from both third party logistics service providers (3PLs) and their customers, failures and recovery strategies were categorized and the impact of service failures and recovery strategies on future relationships between customers and 3PLs examined. The findings indicate that service failures are most frequently encountered in customer services and port operations and that symbolic service recovery is the most common recovery strategy implemented by third party logistics service provide...
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Ship agencies must provide flawless services in order to achieve sustainability in an increasingl... more Ship agencies must provide flawless services in order to achieve sustainability in an increasingly competitive and globalized business environment as any other business to business service providers. This study aims to categorize the problems and the sources of problems encountered in ship agency industry in order to provide a general view of the environment whilst informing the professionals of the industry with knowledge on these problems and contribute to the ship agency literature. The problems in ship agency industry are revealed through content analysis categorization of ITIC's total 115 insurance claims regarding ship agents with respect to problem source and problem categories. The study yielded that most common service problems are regarding documentation; damage and disbursement payments and the most common problem sources are either ship agents or principles. In compliance with the findings, both parties are advised to handle their business partner selections with extreme care, utilize automated systems and software for documentation and protect themselves against inevitable service problems through liability insurance clubs.
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İşletmelerin küreselleşmesi ve tedarik zincirlerinin gelişmesi ile birlikte bu işletme ve zincir... more İşletmelerin küreselleşmesi ve tedarik zincirlerinin gelişmesi ile birlikte bu işletme ve zincirlere hizmet veren lojistik hizmet sağlayıcı işletmeler müşterilerine uluslararası ölçekte maliyet etkin ve kaliteli hizmet verebilmek için kendi aralarında ağ organizasyonları oluşturmuşlardır. Esasen küçük ve orta büyüklükteki lojistik işletmelerin çok uluslu lojistik işletmeler ile uluslararası pazarlarda rekabet edebilmek için geliştirdikleri bu ağ organizasyonları, üye işletmelere çeşitli faydalar sağlamaktadır. Bu çalışma, lojistik işletmeler arası ağ organizasyonları ve bunlara üye olan işletmelerin pazarlama performansları üzerine etkilerini değerlendirmeyi amaçlamaktadır. Örnek olay çalışması yöntemi kullanılarak yapılan bu araştırmada ağ organizasyonlarının lojistik hizmet sağlayıcı işletmelerin pazarlama performanslarını oluşturan değişkenlerin çoğu üzerinde olumlu etkilerinin olduğu saptanmıştır.
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Advances in public policy and administration (APPA) book series, Nov 26, 2023
Bookmarks Related papers MentionsView impact
Advances in logistics, operations, and management science book series, Jun 30, 2023
Bookmarks Related papers MentionsView impact
Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi, Jun 21, 2021
Bookmarks Related papers MentionsView impact
Bookmarks Related papers MentionsView impact
Beykoz Akademi Dergisi, 2015
Bookmarks Related papers MentionsView impact
Advances in Hospitality, Tourism, and the Services Industry
The unforeseen emergence of the COVID-19 pandemic back in March 2020 made a huge impact both nati... more The unforeseen emergence of the COVID-19 pandemic back in March 2020 made a huge impact both nationally and internationally in Turkey. One of the impacts of this disaster was on transportation services both for goods and passengers. Therefore, the focus of this study was determined to be on airline passengers' satisfaction and complaints in this bothersome period. The aim was to discover the problematic dimensions of the service provided and possibly minimize these incidents both for the sake of the airline companies and the passengers. The content analysis method was utilized, and 125 reviews containing 280 complaints were analyzed. It was discovered that the most criticized SERVQUAL dimension for Turkey-based airlines in the first year of the COVID-19 pandemic was reliability. These findings have the potential to guide professionals of passenger transportation services on which practices should be improved.
Bookmarks Related papers MentionsView impact
Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi, 2015
Bookmarks Related papers MentionsView impact
Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi, 2021
Bookmarks Related papers MentionsView impact
Increasing competition, changing customer expectations and technological advances have caused to ... more Increasing competition, changing customer expectations and technological advances have caused to alterations in business marketing practices. These changes have forced the customer orientation and forming long-term relationship between the business and their customers. In the direction of these developments, businesses have adopted an understanding of relationship marketing that enables businesses to create loyalty and build long-term relationships with customers. Third party logistics service providers (3PL) which possess three dyadic relations between buyer, seller and themselves, try to understand their customers and create customer loyalty by adopting relationship marketing understanding. We have discovered the theory and the real life examples do not comply in the sense that 3PL's do not focus on retaining existing customers, analyze competitors and provide privileges to loyal customers.
Bookmarks Related papers MentionsView impact
Bookmarks Related papers MentionsView impact
Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi, 2016
Bookmarks Related papers MentionsView impact
Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, 2016
Bookmarks Related papers MentionsView impact
Transactions on Maritime Science
Service literature indicates that both service failure and service recovery have a strong impact ... more Service literature indicates that both service failure and service recovery have a strong impact on the business relationships between service providers and their customers. The purpose of this research is twofold: to explore and analyze the most common service failures and implemented recovery strategies in Turkish third party logistics service industry and examine their impact on business relationships. Critical Incident Technique (CIT) was used. Thus, information on critical incidents were collected from both third party logistics service providers (3PLs) and their customers, failures and recovery strategies were categorized and the impact of service failures and recovery strategies on future relationships between customers and 3PLs examined. The findings indicate that service failures are most frequently encountered in customer services and port operations and that symbolic service recovery is the most common recovery strategy implemented by third party logistics service provide...
Bookmarks Related papers MentionsView impact
Ship agencies must provide flawless services in order to achieve sustainability in an increasingl... more Ship agencies must provide flawless services in order to achieve sustainability in an increasingly competitive and globalized business environment as any other business to business service providers. This study aims to categorize the problems and the sources of problems encountered in ship agency industry in order to provide a general view of the environment whilst informing the professionals of the industry with knowledge on these problems and contribute to the ship agency literature. The problems in ship agency industry are revealed through content analysis categorization of ITIC's total 115 insurance claims regarding ship agents with respect to problem source and problem categories. The study yielded that most common service problems are regarding documentation; damage and disbursement payments and the most common problem sources are either ship agents or principles. In compliance with the findings, both parties are advised to handle their business partner selections with extreme care, utilize automated systems and software for documentation and protect themselves against inevitable service problems through liability insurance clubs.
Bookmarks Related papers MentionsView impact
İşletmelerin küreselleşmesi ve tedarik zincirlerinin gelişmesi ile birlikte bu işletme ve zincir... more İşletmelerin küreselleşmesi ve tedarik zincirlerinin gelişmesi ile birlikte bu işletme ve zincirlere hizmet veren lojistik hizmet sağlayıcı işletmeler müşterilerine uluslararası ölçekte maliyet etkin ve kaliteli hizmet verebilmek için kendi aralarında ağ organizasyonları oluşturmuşlardır. Esasen küçük ve orta büyüklükteki lojistik işletmelerin çok uluslu lojistik işletmeler ile uluslararası pazarlarda rekabet edebilmek için geliştirdikleri bu ağ organizasyonları, üye işletmelere çeşitli faydalar sağlamaktadır. Bu çalışma, lojistik işletmeler arası ağ organizasyonları ve bunlara üye olan işletmelerin pazarlama performansları üzerine etkilerini değerlendirmeyi amaçlamaktadır. Örnek olay çalışması yöntemi kullanılarak yapılan bu araştırmada ağ organizasyonlarının lojistik hizmet sağlayıcı işletmelerin pazarlama performanslarını oluşturan değişkenlerin çoğu üzerinde olumlu etkilerinin olduğu saptanmıştır.
Bookmarks Related papers MentionsView impact