Research Article
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Investigation of Airline Companies’ Corporate Reputation with RQ Model Through "Şikayetvar" Website

Year 2022, Volume: 13 Issue: 1, 436 - 449, 10.02.2022

Abstract

While the innovations and marketing opportunities offered by the developing technology in the current century provide benefits to the institutions in terms of competition, the area in which companies can outperform their competitors is their corporate reputation, a difficult and abstract source to imitate, and thus reputation becomes an important strategic competitive element. Corporate reputation, which is an abstract concept for customer perceptions, plays an important role in ensuring consumer loyalty and trust in the organization. The purpose of this study is to classify the complaints records created on the “Şikayetvar” website in 2019 regarding six airlines according to the subcomponents of the RQ model, which is expressed as a reputation coefficient, taking into account all complaint records, and to examine the criteria formed after this classification process in detail. In addition, it is aimed to evaluate the complaints created separately for each airline according to the components of the RQ model, to be a guiding study in order to be able to see the weaknesses of these airlines and make the necessary arrangements accordingly. The results of the study show that the majority of complaints generated for six airlines are concentrated in the product and service and financial performance components. In addition, criteria such as the attitudes and behaviors of the employees, the delays in refunding the ticket fees in case of flight cancellation, the transportation of pets, the use of social media accounts and the response to complaints stand out in terms of the results of the study.

References

  • Abratt, R., ve Kleyn, N. (2012). Corporate identity, corporate branding and corporate reputations: Reconciliation and integration. European Journal of Marketing, 46(7), 1048-1063.
  • Alalwan, A. A. (2018). Investigating the impact of social media advertising features on customer purchase intention. International Journal of Information Management, 42(1), 65-77.
  • Berkup, S. B. (2015). Fombrun İtibar Katsayı Ölçeği Çerçevesinde Bir İtibar Vaka Çalışması: Arçelik A.Ş. Journal of International Social Research, 8(38), 859-859.
  • Bhattacharyya, S., ve Bose, I. (2020). S-commerce: Influence of Facebook likes on purchases and recommendations on a linked e-commerce site. Decision Support Systems, 138(1), 113383.
  • Boyd, D. M., ve Ellison, N. B. (2007). Social Network Sites: Definition, History, and Scholarship. Journal of Computer-Mediated Communication, 13(1), 210-230.
  • Brady, A. (2005). Measurement The Seven Elements of Reputation Management. Corporate Responsibility Management, 1(5), 4-17.
  • Brown, T. J., ve Dacin, P. A. (1997). The company and the product: Corporate associations and consumer product responses. Journal of Marketing, 61(1), 68-84.
  • Budd, J. F. (1994). How to Manage Corporate Reputations. Public Relations Quarterly, 39(4), 11-15.
  • Casaló, L. V., Flavián, C., ve Ibáñez-Sánchez, S. (2020). Influencers on Instagram: Antecedents and consequences of opinion leadership. Journal of Business Research, 117(1), 510-519.
  • Castro, G. M.-D., Delgado-Verde, M., Navas-López, J. E., ve Cruz-González, J. (2013). The moderating role of innovation culture in the relationship between knowledge assets and product innovation. Technological Forecasting and Social Change, 80(2), 351-363.
  • Chu, S.-C., Kamal, S., ve Kim, Y. (2019). Re-examining of consumers’ responses toward social media advertising and purchase intention toward luxury products from 2013 to 2018: A retrospective commentary. Journal of Global Fashion Marketing, 10(1), 81-92.
  • Chun, R. (2005). Corporate Reputation: Meaning and Measurement. International Journal of Management Reviews, 7(2), 91-109.
  • Das, G., Agarwal, J., Malhotra, N. K., ve Varshneya, G. (2019). Does brand experience translate into brand commitment?: A mediated-moderation model of brand passion and perceived brand ethicality. Journal of Business Research, 95(1), 479-490.
  • Davies, G., Chun, R., Silva, R. V., ve Roper, S. (2002). Corporate Reputation and Competitiveness. London: Routledge.
  • Davis, J., Wolff, H.-G., Forret, M. L., ve Sullivan, S. E. (2020). Networking via LinkedIn: An examination of usage and career benefits. Journal of Vocational Behavior, 118(1), 103396.
  • Deephouse, D. L. (2000). Media Reputation as a Strategic Resource: An Integration of Mass Communication and Resource-Based Theories. Journal of Management, 26(6), 1091-1112.
  • Demek, K. C., Raschke, R. L., Janvrin, D. J., ve Dilla, W. N. (2018). Do organizations use a formalized risk management process to address social media risk? International Journal of Accounting Information Systems, 28(1), 31-44.
  • Dentchev, N. A., ve Heene, A. (2004). Managing the reputation of restructuring corporations: Send the right signal to the right stakeholder. Journal of Public Affairs, 4(1), 56-72.
  • Dhaoui, C., ve Webster, C. M. (2020). Brand and consumer engagement behaviors on Facebook brand pages: Let's have a (positive) conversation. International Journal of Research in Marketing, https://doi.org/10.1016/j.ijresmar.2020.06.005.
  • Ding, R., Zhou, H., ve Li, Y. (2020). Social media, financial reporting opacity, and return comovement: Evidence from Seeking Alpha. Journal of Financial Markets, 50(1), 100511.
  • Dowling, G. (2002). Creating corporate reputations: Identity, image and performance: Identity, image and performance. New York: Oxford University Press.
  • Estrella-Ramón, A., García-de-Frutos, N., Ortega-Egea, J. M., ve Segovia-López, C. (2019). How does marketers’ and users’ content on corporate Facebook fan pages influence brand equity? Electronic Commerce Research and Applications, 36(1), 100867.
  • Flanagan, D. J., ve O’Shaughnessy, K. C. (2005). The Effect of Layoffs on Firm Reputation. Journal of Management, 31(3), 445-463.
  • Fombrun, C. J., ve Foss, C. B. (2001). The Reputation Quotient, Part 1:Developing a Reputation Quotient. The Gauge, 14(3), 1-4.
  • Fombrun, C., ve Van Riel, C. B. (1997). The Reputational Landscape. Corporate Reputation Review, 1(1), 5-13.
  • Gaillard Gaultier, S., Louisot, J.-P., ve Rayner, J. (2009). Managing reputational risk - From theory to practice. Berlin: Reputation Capital.
  • GayathriDevi, B., ve Pattabiraman, V. (2019). Towards User Profiling From Multiple Online Social Networks. Procedia Computer Science, 165(1), 456-461.
  • Gon, M. (2020). Local experiences on Instagram: Social media data as source of evidence for experience design. Journal of Destination Marketing & Management, 29(1), 100435.
  • Gotsi, M., ve Alan, W. (2001). Corporate reputation management: “living the brand”. Management Decision, 39(2), 99-104.
  • Guo, J., Li, N., Wu, Y., ve Cui, T. (2020). Examining help requests on social networking sites: Integrating privacy perception and privacy calculus perspectives. Electronic Commerce Research and Applications, 39(1), 100828.
  • Herbig, P., ve Milewicz, J. (1993). The relationship of reputation and credibility to brand success. Journal of Consumer Marketing, 10(3), 18-24.
  • Iankova, S., Davies, I., Archer-Brown, C., Marder, B., ve Yau, A. (2019). A comparison of social media marketing between B2B, B2C and mixed business models. Industrial Marketing Management, 81(1), 169-179.
  • Iglesias, O., Markovic, S., ve Rialp, J. (2019). How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy. Journal of Business Research, 96(1), 343-354.
  • Jans, S. D., Sompel, D. V., Veirman, M. D., ve Hudders, L. (2020). #Sponsored! How the recognition of sponsoring on Instagram posts affects adolescents’ brand evaluations through source evaluations. Computers in Human Behavior, 109(1), 106342.
  • Jin, S. V., ve Ryu, E. (2020). “I'll buy what she's #wearing”: The roles of envy toward and parasocial interaction with influencers in Instagram celebrity-based brand endorsement and social commerce. Journal of Retailing and Consumer Services, 55(1), 102121.
  • Juntunen, M., Ismagilova, E., ve Oikarinen, E.-L. (2020). B2B brands on Twitter: Engaging users with a varying combination of social media content objectives, strategies, and tactics. Industrial Marketing Management, 89(1), 630-641.
  • Kaplan, A. M., ve Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business Horizons, 53(1), 59-68.
  • Kietzmann, J. H., Hermkens, K., McCarthy, I. P., ve Silvestre, B. S. (2011). Social media? Get serious! Understanding the functional building blocks of social media. Business Horizons, 54(3), 241-251.
  • Lange, D., Lee, P. M., ve Dai, Y. (2011). Organizational Reputation: A Review. Journal of Management, 37(1), 153-184.
  • Lenk, M. M., Krahel, J. P., Janvrin, D. J., ve Considine, B. (2019). Technology: An Integrated Strategy and Risk Management Framework. Journal of Information Systems, 33(2), 129-153.
  • Lewis, S. (2001). Measuring corporate reputation. Corporate Communications: An International Journal, 6(1), 31-35.
  • Li, J. J., Poppo, L., ve Zhou, K. Z. (2010). Relational mechanisms, formal contracts, and local knowledge acquisition by international subsidiaries. Strategic Management Journal, 31(4), 349-370.
  • Li, N., ve Das, S. K. (2020). Efficiently discovering users connectivity with local information in online social networks. Online Social Networks and Media, 16(2), 100062.
  • Liao, M.-Q., ve Mak, A. K. (2019). “Comments are disabled for this video”: A technological affordances approach to understanding source credibility assessment of CSR information on YouTube. Public Relations Review, 45(5), 101840.
  • Liu, Z., ve Wang, X. (2018). How to regulate individuals’ privacy boundaries on social network sites: A cross-cultural comparison. Information & Management, 55(8), 1005-1023.
  • Martin, G., ve Hetrick, S. (2006). Corporate Reputations, Branding and People Management: A Strategic Approach to HR. Oxford: Butterworth-Heinemann.
  • Meshi, D., Turel, O., ve Henley, D. (2020). Snapchat vs. Facebook: Differences in problematic use, behavior change attempts, and trait social reward preferences. Addictive Behaviors Reports, 12(1), 100294.
  • Morgan, N. A., ve Vorhies, D. W. (2001). Product quality alignment and business unit performance. Journal of Product Innovation Management, 18(6), 396-407.
  • Nguyen, N., ve LeBlanc, G. (2001). Image and Reputation of Higher Education Institutions in Students’ Retention Decisions. International Journal of Educational Management, 15(6), 303-311 .
  • Nunan, D., Sibai, O., Schivinski, B., ve Christodoulides, G. (2018). Reflections on “social media: Influencing customer satisfaction in B2B sales” and a research agenda. Industrial Marketing Management, 75(1), 31-36.
  • Porter, M. E., ve Kramer, M. R. (2011). Creating Shared Value. Harvard Business Review, 1(1), 62-77.
  • Pruzan, P. (2001). Corporate Reputation: Image and Identity. Corporate Reputation Review, 4(1), 50-64.
  • Rangaswamy, A., Moch, N., Felten, C., Bruggen, G. V., Wieringa, J. E., ve Wirtz, J. (2020). The Role of Marketing in Digital Business Platforms. Journal of Interactive Marketing, 51(1), 72-90.
  • Rietveld, R., Dolen, W. V., Mazloom, M., ve Worring, M. (2020). What You Feel, Is What You Like Influence of Message Appeals on Customer Engagement on Instagram. Journal of Interactive Marketing, 49(1), 20-53.
  • Saxton, G. D., ve Guo, C. (2020). Social media capital: Conceptualizing the nature, acquisition, and expenditure of social media-based organizational resources. International Journal of Accounting Information Systems, 36(1), 100443.
  • Shareef, M. A., Mukerji, B., Dwivedi, Y. K., Rana, N. P., ve Islam, R. (2019). Social media marketing: Comparative effect of advertisement sources. Journal of Retailing and Consumer Services, 46(1), 58-69.
  • Shen, C.-W., Luong, T.-H., Ho, J.-T., ve Djailani, I. (2020). Social media marketing of IT service companies: Analysis using a concept-linking mining approach. Industrial Marketing Management, 90(1), 593-604.
  • Sheng, J., Amankwah-Amoah, J., ve Wang, X. (2019). Technology in the 21st century: New challenges and opportunities. Technological Forecasting and Social Change, 143(1), 321-335.
  • Smaiziene, I., ve Jucevicius, R. (2009). Corporate Reputation: Multidisciplinary Richness and Search for a Relevant Definition. Engineering Economics, 2(62), 91-101.
  • Şikayetvar. (2021). https://www.sikayetvar.com/hakkimizda
  • Tifferet, S. (2019). Gender differences in privacy tendencies on social network sites: A meta-analysis. Computers in Human Behavior, 93(1), 1-12.
  • Tran, T. P., Lin, C.-W., Baalbaki, S., ve Guzmán, F. (2020). How personalized advertising affects equity of brands advertised on Facebook? A mediation mechanism. Journal of Business Research, 120(1), 1-15.
  • Van Riel, C. B., ve Fombrun, C. J. (2007). Essentials of Corporate Communication: Implementing Practices for Effective Reputation Management. London: Routledge.
  • Yu, S., ve Hu, Y. (2020). When luxury brands meet China: The effect of localized celebrity endorsements in social media marketing. Journal of Retailing and Consumer Services, 54(1), 102010.
  • Yu, X., ve Yuan, C. (2019). How consumers’ brand experience in social media can improve brand perception and customer equity. Asia Pacific Journal of Marketing and Logistics, 31(5), 1233-1251.
  • Walsh, G., Mitchell, V.-W., Jackson, P. R., ve Beatty, S. E. (2009). Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective. British journal of Management, 20(2), 187-203.
  • Wartick, S. L. (2002). Measuring Corporate Reputation: Definition and Data. Business & Society, 41(4), 371-392.

Havayolu Firmalarının Kurumsal İtibarlarının “Şikayetvar” Sitesi Üzerinden RQ Modeli ile İncelenmesi

Year 2022, Volume: 13 Issue: 1, 436 - 449, 10.02.2022

Abstract

İçinde bulunduğumuz yüzyılda gelişen teknolojinin sunmuş olduğu yenilikler ve pazarlama imkânları, kurumlara rekabet noktasında yarar sağlasa da firmaların rakiplerine üstünlük sağlayabilecekleri alan taklit edilmesi zor ve soyut bir kaynak olan kurumsal itibarları olmakta ve böylece itibar önemli bir stratejik rekabet unsuru haline gelmektedir. Müşterilerin algılarına yönelik soyut bir kavram olan kurumsal itibar, tüketicinin bağlılığını ve kuruma olan güvenini sağlamakta önemli bir rol üstlenmektedir. Bu çalışmanın amacı, 2019 yılında “Şikayetvar” sitesinde altı havayolu firması ile ilgili oluşturulan şikayet kayıtlarının tümü dikkate alınarak itibar katsayısı olarak ifade edilen RQ modelinin alt bileşenlerine göre sınıflandırılması ve bu sınıflandırılma işlemi sonrası oluşan kriterlerin detaylı olarak incelenmesidir. Ayrıca oluşturulan şikayetlerin RQ modelinin bileşenlerine göre her bir havayolu firması için ayrı ayrı değerlendirilmesi, bu havayolu firmalarının zayıf yönlerini görebilmesi ve bu doğrultuda gerekli düzenlemeleri yapabilmesi adına yol gösterici bir çalışma olması amaçlanmaktadır. Çalışmanın sonuçları altı havayolu firması için oluşturulan şikayetlerin çoğunluğunun ürün ve hizmet ile finansal performans bileşenlerinde yoğunlaştığını göstermektedir. Ayrıca çalışanların tutum ve davranışları, uçuş iptali durumunda bilet ücretlerinin iadesinde yaşanan gecikmeler, evcil hayvanların taşınma durumu, sosyal medya hesaplarının kullanımı ve firmaların şikayetlere dönüş kriterleri çalışmanın sonuçları açısından ön plana çıkmaktadır.

References

  • Abratt, R., ve Kleyn, N. (2012). Corporate identity, corporate branding and corporate reputations: Reconciliation and integration. European Journal of Marketing, 46(7), 1048-1063.
  • Alalwan, A. A. (2018). Investigating the impact of social media advertising features on customer purchase intention. International Journal of Information Management, 42(1), 65-77.
  • Berkup, S. B. (2015). Fombrun İtibar Katsayı Ölçeği Çerçevesinde Bir İtibar Vaka Çalışması: Arçelik A.Ş. Journal of International Social Research, 8(38), 859-859.
  • Bhattacharyya, S., ve Bose, I. (2020). S-commerce: Influence of Facebook likes on purchases and recommendations on a linked e-commerce site. Decision Support Systems, 138(1), 113383.
  • Boyd, D. M., ve Ellison, N. B. (2007). Social Network Sites: Definition, History, and Scholarship. Journal of Computer-Mediated Communication, 13(1), 210-230.
  • Brady, A. (2005). Measurement The Seven Elements of Reputation Management. Corporate Responsibility Management, 1(5), 4-17.
  • Brown, T. J., ve Dacin, P. A. (1997). The company and the product: Corporate associations and consumer product responses. Journal of Marketing, 61(1), 68-84.
  • Budd, J. F. (1994). How to Manage Corporate Reputations. Public Relations Quarterly, 39(4), 11-15.
  • Casaló, L. V., Flavián, C., ve Ibáñez-Sánchez, S. (2020). Influencers on Instagram: Antecedents and consequences of opinion leadership. Journal of Business Research, 117(1), 510-519.
  • Castro, G. M.-D., Delgado-Verde, M., Navas-López, J. E., ve Cruz-González, J. (2013). The moderating role of innovation culture in the relationship between knowledge assets and product innovation. Technological Forecasting and Social Change, 80(2), 351-363.
  • Chu, S.-C., Kamal, S., ve Kim, Y. (2019). Re-examining of consumers’ responses toward social media advertising and purchase intention toward luxury products from 2013 to 2018: A retrospective commentary. Journal of Global Fashion Marketing, 10(1), 81-92.
  • Chun, R. (2005). Corporate Reputation: Meaning and Measurement. International Journal of Management Reviews, 7(2), 91-109.
  • Das, G., Agarwal, J., Malhotra, N. K., ve Varshneya, G. (2019). Does brand experience translate into brand commitment?: A mediated-moderation model of brand passion and perceived brand ethicality. Journal of Business Research, 95(1), 479-490.
  • Davies, G., Chun, R., Silva, R. V., ve Roper, S. (2002). Corporate Reputation and Competitiveness. London: Routledge.
  • Davis, J., Wolff, H.-G., Forret, M. L., ve Sullivan, S. E. (2020). Networking via LinkedIn: An examination of usage and career benefits. Journal of Vocational Behavior, 118(1), 103396.
  • Deephouse, D. L. (2000). Media Reputation as a Strategic Resource: An Integration of Mass Communication and Resource-Based Theories. Journal of Management, 26(6), 1091-1112.
  • Demek, K. C., Raschke, R. L., Janvrin, D. J., ve Dilla, W. N. (2018). Do organizations use a formalized risk management process to address social media risk? International Journal of Accounting Information Systems, 28(1), 31-44.
  • Dentchev, N. A., ve Heene, A. (2004). Managing the reputation of restructuring corporations: Send the right signal to the right stakeholder. Journal of Public Affairs, 4(1), 56-72.
  • Dhaoui, C., ve Webster, C. M. (2020). Brand and consumer engagement behaviors on Facebook brand pages: Let's have a (positive) conversation. International Journal of Research in Marketing, https://doi.org/10.1016/j.ijresmar.2020.06.005.
  • Ding, R., Zhou, H., ve Li, Y. (2020). Social media, financial reporting opacity, and return comovement: Evidence from Seeking Alpha. Journal of Financial Markets, 50(1), 100511.
  • Dowling, G. (2002). Creating corporate reputations: Identity, image and performance: Identity, image and performance. New York: Oxford University Press.
  • Estrella-Ramón, A., García-de-Frutos, N., Ortega-Egea, J. M., ve Segovia-López, C. (2019). How does marketers’ and users’ content on corporate Facebook fan pages influence brand equity? Electronic Commerce Research and Applications, 36(1), 100867.
  • Flanagan, D. J., ve O’Shaughnessy, K. C. (2005). The Effect of Layoffs on Firm Reputation. Journal of Management, 31(3), 445-463.
  • Fombrun, C. J., ve Foss, C. B. (2001). The Reputation Quotient, Part 1:Developing a Reputation Quotient. The Gauge, 14(3), 1-4.
  • Fombrun, C., ve Van Riel, C. B. (1997). The Reputational Landscape. Corporate Reputation Review, 1(1), 5-13.
  • Gaillard Gaultier, S., Louisot, J.-P., ve Rayner, J. (2009). Managing reputational risk - From theory to practice. Berlin: Reputation Capital.
  • GayathriDevi, B., ve Pattabiraman, V. (2019). Towards User Profiling From Multiple Online Social Networks. Procedia Computer Science, 165(1), 456-461.
  • Gon, M. (2020). Local experiences on Instagram: Social media data as source of evidence for experience design. Journal of Destination Marketing & Management, 29(1), 100435.
  • Gotsi, M., ve Alan, W. (2001). Corporate reputation management: “living the brand”. Management Decision, 39(2), 99-104.
  • Guo, J., Li, N., Wu, Y., ve Cui, T. (2020). Examining help requests on social networking sites: Integrating privacy perception and privacy calculus perspectives. Electronic Commerce Research and Applications, 39(1), 100828.
  • Herbig, P., ve Milewicz, J. (1993). The relationship of reputation and credibility to brand success. Journal of Consumer Marketing, 10(3), 18-24.
  • Iankova, S., Davies, I., Archer-Brown, C., Marder, B., ve Yau, A. (2019). A comparison of social media marketing between B2B, B2C and mixed business models. Industrial Marketing Management, 81(1), 169-179.
  • Iglesias, O., Markovic, S., ve Rialp, J. (2019). How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy. Journal of Business Research, 96(1), 343-354.
  • Jans, S. D., Sompel, D. V., Veirman, M. D., ve Hudders, L. (2020). #Sponsored! How the recognition of sponsoring on Instagram posts affects adolescents’ brand evaluations through source evaluations. Computers in Human Behavior, 109(1), 106342.
  • Jin, S. V., ve Ryu, E. (2020). “I'll buy what she's #wearing”: The roles of envy toward and parasocial interaction with influencers in Instagram celebrity-based brand endorsement and social commerce. Journal of Retailing and Consumer Services, 55(1), 102121.
  • Juntunen, M., Ismagilova, E., ve Oikarinen, E.-L. (2020). B2B brands on Twitter: Engaging users with a varying combination of social media content objectives, strategies, and tactics. Industrial Marketing Management, 89(1), 630-641.
  • Kaplan, A. M., ve Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business Horizons, 53(1), 59-68.
  • Kietzmann, J. H., Hermkens, K., McCarthy, I. P., ve Silvestre, B. S. (2011). Social media? Get serious! Understanding the functional building blocks of social media. Business Horizons, 54(3), 241-251.
  • Lange, D., Lee, P. M., ve Dai, Y. (2011). Organizational Reputation: A Review. Journal of Management, 37(1), 153-184.
  • Lenk, M. M., Krahel, J. P., Janvrin, D. J., ve Considine, B. (2019). Technology: An Integrated Strategy and Risk Management Framework. Journal of Information Systems, 33(2), 129-153.
  • Lewis, S. (2001). Measuring corporate reputation. Corporate Communications: An International Journal, 6(1), 31-35.
  • Li, J. J., Poppo, L., ve Zhou, K. Z. (2010). Relational mechanisms, formal contracts, and local knowledge acquisition by international subsidiaries. Strategic Management Journal, 31(4), 349-370.
  • Li, N., ve Das, S. K. (2020). Efficiently discovering users connectivity with local information in online social networks. Online Social Networks and Media, 16(2), 100062.
  • Liao, M.-Q., ve Mak, A. K. (2019). “Comments are disabled for this video”: A technological affordances approach to understanding source credibility assessment of CSR information on YouTube. Public Relations Review, 45(5), 101840.
  • Liu, Z., ve Wang, X. (2018). How to regulate individuals’ privacy boundaries on social network sites: A cross-cultural comparison. Information & Management, 55(8), 1005-1023.
  • Martin, G., ve Hetrick, S. (2006). Corporate Reputations, Branding and People Management: A Strategic Approach to HR. Oxford: Butterworth-Heinemann.
  • Meshi, D., Turel, O., ve Henley, D. (2020). Snapchat vs. Facebook: Differences in problematic use, behavior change attempts, and trait social reward preferences. Addictive Behaviors Reports, 12(1), 100294.
  • Morgan, N. A., ve Vorhies, D. W. (2001). Product quality alignment and business unit performance. Journal of Product Innovation Management, 18(6), 396-407.
  • Nguyen, N., ve LeBlanc, G. (2001). Image and Reputation of Higher Education Institutions in Students’ Retention Decisions. International Journal of Educational Management, 15(6), 303-311 .
  • Nunan, D., Sibai, O., Schivinski, B., ve Christodoulides, G. (2018). Reflections on “social media: Influencing customer satisfaction in B2B sales” and a research agenda. Industrial Marketing Management, 75(1), 31-36.
  • Porter, M. E., ve Kramer, M. R. (2011). Creating Shared Value. Harvard Business Review, 1(1), 62-77.
  • Pruzan, P. (2001). Corporate Reputation: Image and Identity. Corporate Reputation Review, 4(1), 50-64.
  • Rangaswamy, A., Moch, N., Felten, C., Bruggen, G. V., Wieringa, J. E., ve Wirtz, J. (2020). The Role of Marketing in Digital Business Platforms. Journal of Interactive Marketing, 51(1), 72-90.
  • Rietveld, R., Dolen, W. V., Mazloom, M., ve Worring, M. (2020). What You Feel, Is What You Like Influence of Message Appeals on Customer Engagement on Instagram. Journal of Interactive Marketing, 49(1), 20-53.
  • Saxton, G. D., ve Guo, C. (2020). Social media capital: Conceptualizing the nature, acquisition, and expenditure of social media-based organizational resources. International Journal of Accounting Information Systems, 36(1), 100443.
  • Shareef, M. A., Mukerji, B., Dwivedi, Y. K., Rana, N. P., ve Islam, R. (2019). Social media marketing: Comparative effect of advertisement sources. Journal of Retailing and Consumer Services, 46(1), 58-69.
  • Shen, C.-W., Luong, T.-H., Ho, J.-T., ve Djailani, I. (2020). Social media marketing of IT service companies: Analysis using a concept-linking mining approach. Industrial Marketing Management, 90(1), 593-604.
  • Sheng, J., Amankwah-Amoah, J., ve Wang, X. (2019). Technology in the 21st century: New challenges and opportunities. Technological Forecasting and Social Change, 143(1), 321-335.
  • Smaiziene, I., ve Jucevicius, R. (2009). Corporate Reputation: Multidisciplinary Richness and Search for a Relevant Definition. Engineering Economics, 2(62), 91-101.
  • Şikayetvar. (2021). https://www.sikayetvar.com/hakkimizda
  • Tifferet, S. (2019). Gender differences in privacy tendencies on social network sites: A meta-analysis. Computers in Human Behavior, 93(1), 1-12.
  • Tran, T. P., Lin, C.-W., Baalbaki, S., ve Guzmán, F. (2020). How personalized advertising affects equity of brands advertised on Facebook? A mediation mechanism. Journal of Business Research, 120(1), 1-15.
  • Van Riel, C. B., ve Fombrun, C. J. (2007). Essentials of Corporate Communication: Implementing Practices for Effective Reputation Management. London: Routledge.
  • Yu, S., ve Hu, Y. (2020). When luxury brands meet China: The effect of localized celebrity endorsements in social media marketing. Journal of Retailing and Consumer Services, 54(1), 102010.
  • Yu, X., ve Yuan, C. (2019). How consumers’ brand experience in social media can improve brand perception and customer equity. Asia Pacific Journal of Marketing and Logistics, 31(5), 1233-1251.
  • Walsh, G., Mitchell, V.-W., Jackson, P. R., ve Beatty, S. E. (2009). Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective. British journal of Management, 20(2), 187-203.
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There are 67 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Emrah Sıtkı Yılmaz 0000-0003-2741-4222

Feride Bal 0000-0003-4641-6151

Publication Date February 10, 2022
Submission Date December 3, 2021
Published in Issue Year 2022 Volume: 13 Issue: 1

Cite

APA Yılmaz, E. S., & Bal, F. (2022). Havayolu Firmalarının Kurumsal İtibarlarının “Şikayetvar” Sitesi Üzerinden RQ Modeli ile İncelenmesi. Gümüşhane Üniversitesi Sosyal Bilimler Dergisi, 13(1), 436-449. https://doi.org/10.36362/gumus.1031974