Uray, Nimet
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Name Variants
Uray, NIMET
Nimet Uray
U., Nimet
N. Uray
Nimet, Uray
Uray,N.
U.,Nimet
Uray, Nimet
NIMET URAY
Uray,Nimet
URAY, Nimet
Nimet URAY
Uray, N.
URAY, NIMET
Nimet Uray
U., Nimet
N. Uray
Nimet, Uray
Uray,N.
U.,Nimet
Uray, Nimet
NIMET URAY
Uray,Nimet
URAY, Nimet
Nimet URAY
Uray, N.
URAY, NIMET
Job Title
Prof. Dr.
Email Address
nimet.uray@khas.edu.tr
Main Affiliation
Business Administration
Status
Website
ORCID ID
Scopus Author ID
Turkish CoHE Profile ID
Google Scholar ID
WoS Researcher ID
Scholarly Output
14
Articles
11
Citation Count
59
Supervised Theses
1
14 results
Scholarly Output Search Results
Now showing 1 - 10 of 14
Book Part Citation - Scopus: 3Communicating Value in Healthcare Marketing From a Social Media Perspective(Springer, 2022) Çağlıyor, S.; Çağlıyor, Sendi; Tosun, P.; Tosun, Petek; Uray, N.; Uray, NimetSustainable healthcare policies and a developed healthcare industry are vital to countries’ competitiveness and productivity. The ongoing transformations in healthcare services and advances in health technologies and analytics make it clear that there is a pressing need for more collaborative and interdisciplinary efforts in the industry. This study aims to explore the effectiveness of online marketing communication for healthcare services in Turkey with regard to the value-driven marketing approach utilized by leading chain hospitals through an examination of two research questions: (1) Which messages are emphasized in the social media marketing communications of hospitals? (2) Which factors increase engagement with healthcare consumers on social media? To that end, we compiled the Facebook and Twitter posts of three of the largest hospital chains in Turkey for the last 5 years along with the interaction metrics of the posts, ultimately generating a dataset consisting of 9212 posts in total. Using Latent Dirichlet Allocation, we identified four main topics: Posts on holidays and special days/weeks promoting healthy lifestyles, informative posts about the symptoms and treatments of illnesses, posts containing statistics about diseases, and posts including news about the hospital in question. In the following stage, we carried out predictive analysis using three tree-based machine learning algorithms (decision trees, random forests, and gradient boosting trees) to predict total interaction and relative variable importance. Our model performed at an accuracy rate of 70%. The findings of this study indicate that contextual factors such as the number of followers may have more predictive power than content or interactivity factors. Hospitals use social media to improve their brand reputation and increase public awareness about health and critical diseases. The posts about holidays and special days and using links in the posts resulted in the most interaction. Message source was identified as an important factor, so different social media platforms should be treated as separate mediums in the design of marketing communication strategies and the different dynamics of those platforms should be considered instead of posting the same content on various platforms. As such, this research has valuable implications for marketing managers and administrators working in healthcare in terms of the design of their online marketing communication strategies. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.Book Part Citation - Scopus: 1From E-Satisfaction To E-Repurchase Intention: How Is E-Repurchase Intention Mediated by E-Satisfaction and Moderated by Traditional Shopping Attitudes?(Springer, 2022) Demirbaş, E.; Uray, Nimet; Gültekin, Salman, G.; Uray, N.Successive developments in information technologies have brought important developments in the business world, one of which is e-commerce. Undoubtedly, consumers’ continuous adoption of online shopping, which has been specially accelerated as the result of the pandemic, is not likely to end or reduce after the Covid-19 passes, increasing volume and transaction in e-retailing make e-business more challenging. Under these circumstances, the most important requirement of sustainable development and profitability in e-business management is to retain loyal customers rather than one-time buyers. Hence, in an e-commerce setup, understanding the repurchase intention of consumers is essential in sustaining growth. Most previous studies have focused on one or two factors, ignoring the whole picture, depicting the most effective factors both e-satisfaction and e-repurchase intention. The main purpose of this study is to investigate the relationships between e-service quality, information quality, e-satisfaction, and e-repurchase intention by involving customer decision-making styles in the context. An online retailer, belonging to a large brick-and-mortar Turkish company was chosen to conduct the survey. Consequently, the data collected from the conveniently selected sample among the members of that e-retailer was used to test the research model using structural equation modeling. The results revealed efficiency, fulfillment, privacy, and information quality to influence both e-satisfaction and e-repurchase intention whereas after-sales e-services influencing e-satisfaction. Meanwhile, e-satisfaction mediates the relationship between the service quality of a website and e-repurchase intention. Furthermore, novelty and recreational shopping style attitude moderates the relationship between e-satisfaction and e-repurchase intention. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.Article Citation - WoS: 14Citation - Scopus: 17Consumer Complaining Behavior in Hospitality Management(Routledge Journals, Taylor & Francis Ltd, 2022) Tosun, Petek; Tosun, Petek; Sezgin, Selime; Uray, Nimet; Uray, NimetThe purpose of this study is to investigate the impacts of assertiveness, aggressiveness, and perceived risks on consumer complaining behavior (CCB) in the tourism and hospitality sector. This research utilized a quantitative methodology through the implementation of a two-stage study based on surveys. Study 1 examined the impacts of assertiveness, aggressiveness, and perceived risks on CCB in the context of low-quality summer vacation, while Study 2 further investigated the relationships in the research model by replicating the survey within the framework of high-quality summer vacation. The results were then analyzed through factor and regression analyses. Both of the studies demonstrated that assertiveness positively influences CCB directly and also indirectly via the mediating effect of perceived risks. It was found that aggressiveness positively influences CCB when consumers have high service quality expectations but when they have low expectations for service quality, it is insignificant.Article Citation - WoS: 0Citation - Scopus: 0The Impact of the Characteristics of Self-Service Technologies on Customer Experience Quality: Insights for Airline Companies(Vysoka Skola Obchodni & Praze, 2024) Uray, Nimet; Uray, Nimet; Alkilani, ShaymaaResearch on self-service technologies (SSTs) has not been fully developed, and it is still open to debate with many aspects concerning its effect on customer experience and potential outcomes empirically, especially in the airline industry. Studies regarding these technologies and their potential impact are needed in the airline industry as they represent an integral part of the tourism industry. Previous studies on the airline industry have merely focused on SSTs and their impact on customer adoption, tendency to use, and satisfaction. The SSTs have the capacity to influence how customers perceive their experience in the overall process of getting a service. Thus, customer experience quality (CXQ) is influenced by the perceived characteristics of SSTs. The literature on the impact of SSTs on CXQ is considerably limited in general, particularly in the airline industry. More research on this issue is needed, especially following the outbreak of COVID-19; thus, this study aims to investigate a model that integrates the impact of the perceived characteristics of SSTs as antecedents and outcomes of CXQ. The research design of this study is based on a mixed-method approach: a preliminary study consisting of two qualitative investigations and a main study through face-to-face questionnaires with airline passengers. Structural equation modeling (SEM) is applied to the data collected from passengers traveling with the airline company in Turkey (N=501) through questionnaires applied as mall intercepts. The results of this study include extending the CXQ dimensions to add consistency and institutionalism, hence contributing to the service and tourism literature. Furthermore, this research provides actionable insights for managers in airline businesses to invest more in SSTs to improve their CXQ, customer satisfaction, and positive word-ofmouth communication (WOM).Article Citation - WoS: 2Citation - Scopus: 2Don't Give Me Just Positive Feedback: How Positive and Negative Feedback Can Increase Feedback-Based Goal Setting and Proactive Customer Service Behavior(Springer, 2024) Menguc, Bulent; Mengüç, Bülent; Auh, Seigyoung; Uray, Nimet; Ang, Dionysius; Uray, NimetHow can managers use positive and negative feedback to encourage employees' proactive customer service behavior (PCSB)? This question has significant implications because while companies utilize feedback for employee development, it remains unclear how different forms of manager feedback can improve or impair customer service. We synthesize the feedback, goal-setting, and proactive service behavior literature and propose a motivational driver-goal setting-goal striving-goal attainment (MG3) model to help unpack the feedback-PCSB link. Using time-wave survey data in Study 1, we find that feedback-based goal setting fully mediates the effect of positive (but not negative) feedback on PCSB. Using controlled experiments in Studies 2 and 3, we demonstrate that while positive feedback affects feedback-based goal setting through feedback utility, negative feedback does so via feedback accountability, revealing distinct mechanisms. Our research underscores the importance of distinguishing between feedback types when the goal is to foster PCSB.Article Citation - Scopus: 16Meat Substitutes in Sustainability Context: a Content Analysis of Consumer Attitudes(Routledge, 2020) Tosun, Petek; Uray, Nimet; Yanar, Merve; Tosun, Petek; Sezgin, Selime; Uray, NimetFood consumption affects the environment because it requires the usage of water, land, and oil resources. In particular, the consumption of red meat is associated with sustainability issues. Replacing meat with plant-based meat substitutes offers a useful way of reducing the burden that meat consumption places on the environment and dealing with issues regarding animal welfare. However, consumer acceptance of such products is low in some countries. The purpose of this paper is to clarify consumer attitudes toward meat substitutes and discuss them from a marketing perspective. The findings of this study, which are based on content analyses of web forums in Turkey, indicate that negative consumer perceptions can be categorized into three main dimensions: unhealthy, unusual, and tasteless. A marketing perceptive is used to discuss the findings.Article Duygu Durumunun Tüketici Şikayet Davranışına Etkisi Hakkında Bir Pilot Çalışma(Melih Topaloğlu, 2018) Tosun, Petek; Uray, Nimet; Sezgin, Selime; Tosun, Petek; Uray, NimetBu pilot çalışmanın amacı, duygu durumunun tüketici şikâyet davranışı üzerindeki etkisini incelemek ve oluşturulan kavramsal modelin ön testini yapmaktır. Çalışmanın kavramsal modeli, algılanan marka değeri, algılanan risk, duygu durumu ve tüketici etkileşim stilleri olan kendinden emin olma ve agresiflik değişkenlerini içermektedir. 2x2 faktöriyel deneysel serim tasarımıyla ve anket yöntemiyle elde edilen verilerin analizi sonucunda, algılanan risk, agresiflik ve rıza göstermeye direnme değişkenlerinin, tüketici şikayet davranışı üzerinde pozitif yönlü bir etkiye sahip olduğu görülmüştür. Telafi talep edebilme, bilgi ve yardım isteyebilme değişkenlerinin ise tüketici şikayet davranışının üzerinde etkili olmadığı görülmüştür. Algılanan marka değeri yüksek ise, ya da tüketicilerin duygu durumu negatif ise, şikayet etme eğilimi istatistiki olarak artmamaktadır. Örneklem sayısının düşüklüğü (n=118) ve tüketici şikayet davranışı ölçeğinin kategorik olması gibi kısıtlara sahip olan bu pilot çalışma sonucunda, kavramsal modelin ön testi yapılmış, gelecekteki araştırmalarda kullanılabileceği ve duygu durumunun e-posta ile dağıtılan anketlerdeki görsellerle değişimlenebileceği görülmüştür.Article Citation - WoS: 23Citation - Scopus: 25Efficiency Analysis of Emergency Departments in Metropolitan Areas(Elsevier, 2020) Akkan, Can; Uray, Nimet; Karadayı, Melis Almula; Ekinci, Yeliz; Ulengin, Füsun; Uray, Nimet; Karaosmanoğlu, ElifThe demand in the healthcare industry is increasing exponentially due to aging population of the world and this is leading to a rapid increase in the cost of healthcare. The emergency departments of the hospitals are the frontline of health care systems and play an additional critical role in providing an efficient and high-quality response for patients. The overcrowding at the emergency departments due to growing demand results in a situation where the demand for ED services exceeds the ability to provide care in a reasonable amount of time. This has led countries to reconsider their health policies in a way to increase their efficiency in their healthcare systems in general and in emergency departments, in particular. As in many countries, there has been a steady and significant increase in the number of patients that seek health services at the emergency departments of state hospitals of Turkey, due to the significant structural reforms in health services since 2003. While meeting this increasing demand, it is ever more important to provide these critical health services efficiently. Therefore, the efficiency of the emergency departments of seven general hospitals run by Istanbul's Beyoglu State Hospitals Association have been analyzed using categorical Data Envelopment Analysis (DEA) models. The analysis of DEA results is supported by a set of statistical methods to make it easier for the hospital administrators to interpret the analysis and draw conclusions. The analysis shows that less-equipped EDs are supported by better equipped, larger EDs, resulting in a hub-and-spoke type of structure among the EDs where "satellite" EDs serve an important referral function and thus evaluating their efficiency without taking the interoperability among these units into account would not be an accurate assessment of their performance.Article Citation - WoS: 2Citation - Scopus: 2Economic Contractions and Effectiveness of Marketing Activities: a Case From the Automotive Industry(Palgrave Macmillan Ltd, 2024) Uray, Nimet; Uray, Nimet; Ulengin, Fusun; Ulengin, Burc; Beyhan, Hidayet; Sirkeci, Kubra; Aydin, Gizem KayaEnvironmental and market factors play an essential role in shaping the evaluation of the strategy and performance of organizations as well as moderating these relationships. This study examines how the effectiveness of different marketing actions changes in the passenger car industry by considering brand-based data during economic contraction, which most countries experience, especially during and after the COVID-19 era. Different marketing activities' effectiveness means examining each action's impact on performance. Performance is measured by sales volume and market share through quarterly data between 2010 and 2018, while advertising, pricing, and distribution are considered marketing actions in this study. The model is estimated using the fixed effect panel estimated generalized least square. The results support that price competitiveness and investing in advertising, including social media during recessions, are two critical factors enhancing performance through sales volume in the car segment covered in the study. In addition, distribution intensity positively influences the sales volume of each car brand and model, while this effect does not change during the recession. In the case of performance measurement through market share, the total impact of advertising expense on performance during a downturn is found to be zero in contrast to the sales volume-based analysis. The price-related result is found to be in a similar direction, while distribution hurts performance during economic contraction. Unlike most studies in the literature, the study offers the opportunity to discuss the impact of economic contradiction, both in an understudied industry and in a sub-sector/segment where competition and sales are intense.Master Thesis Yeni Girişimlerde Çalışanları Elde Tutma: Çalışan Perspektifi(2024) Kırmanı, Syed Beenısh Rızwan; Uray, Nimet; Uray, NimetÇalışan değişimi, yeni kurulan girişimlerin sürdürülebilir büyümesini engelleyen kritik bir zorluktur. Ülkedeki bir start-up merkezi statüsüne rağmen Hindistan'ın Bengaluru kentindeki start-up girişimlerinin karşılaştığı çalışanları elde tutma sorununa katkıda bulunan spesifik faktörler hakkında sınırlı sayıda araştırma bulunmaktadır. Bu çalışma, dinamik start-up ekosistemindeki çalışanların işten ayrılma niyetlerini etkileyen çeşitli faktörleri incelemiştir. Kalitatif ve kantitatif verilere dayalı karma metod kullanılmıştır. Kantitatif araştırma ile, 50 çalışanı kapsayan bir anket yapılmıştır. Niteliksel içgörüler için ise Bengaluru merkezli çeşitli start-up'larda çalışan beş çalışanla yarı yapılandırılmış görüşmeler gerçekleştirilmiştir. Analiz sonuçları, iş-yaşam dengesinin, liderlik desteğinin ve kariyer geliştirme fırsatlarının, çalışanların işten ayrılma niyetinin temel belirleyicileri olduğunu ve bunun da yeni kurulan şirketlerde kalma oranını (çalışan elde tutma oranını) etkilediğini ortaya çıkarmıştır. İş arkadaşı desteğinin olumlu bir çalışma ortamını teşvik ettiği ve elde tutmaya katkıda bulunabileceği bulunmuş, ancak bu iki değişken arasında arasında güçlü bir korelasyon tespit edilememiştir. Çalışanlar arasında girişimcilik istekliliğinin yaygın olduğu ancak bu durumun cironun ana itici gücü olarak tanımlanmadığı saptanmıştır. Start-up'ların sunduğu kariyer geliştirme fırsatlarına erişim fırsatları çalışanlar tarafından takdirle karşılanmaktadır. Niteliksel bulgular, iş güvenliği kaygılarını, üst yönetimin desteğinin eksikliğini ve alt düzey çalışanlarla etkileşim eksikliğinin ana kaygılar olduğunu göstermiştir. Bunlara ek olarak, çalışanlar, geri bildirimi, gelişmiş iletişimi ve şeffaf hiyerarşik sistemi önemli görmektedir. Bu bulgulara dayanarak çalışma, Bengaluru'daki start-up'ların iş-yaşam dengesine öncelik vermesini, daha güçlü liderlik desteği sağlamasını, daha iyi kariyer geliştirme yolları sunmasını, destekleyici ve işbirlikçi bir çalışma ortamı geliştirmesini önermektedir. Bu sayede, çalışanın duygusal, psikolojik ve profesyonel refahı sağlanabilir ve çalışanların elde tutulması sağlanabilir. Bengaluru start-up'ları, bu faktörleri ele alarak, sonuçta firmalarının başarısına katkıda bulunacak yetenekli ve sadık iş gücünü ellerinde tutabilecektir.
