Mengüç, Bülent

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Mengüç, Bülent
B.,Mengüç
B. Mengüç
Bülent, Mengüç
Menguc, Bulent
B.,Menguc
B. Menguc
Bulent, Menguc
Job Title
Prof. Dr.
Email Address
Bulent.menguc@khas.edu.tr
Main Affiliation
Business Administration
Status
Former Staff
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Scopus Author ID
Turkish CoHE Profile ID
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WoS Researcher ID

Sustainable Development Goals Report Points

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Scholarly Output

11

Articles

10

Citation Count

0

Supervised Theses

1

Scholarly Output Search Results

Now showing 1 - 2 of 2
  • Article
    Citation - WoS: 2
    Citation - Scopus: 2
    Don'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, Nimet; Business Administration
    How 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 - WoS: 23
    Citation - Scopus: 29
    Frontline Employee Feedback-Seeking Behavior: How Is It Formed and When Does It Matter?
    (Sage Publications Inc, 2019) Mengüç, Bülent; İmer, Havva Pınar; İmer, Havva Pınar; Uslu, Aypar; Business Administration
    This research comprises two studies that extend the literature on the proactive behavior of feedback seeking. Study 1 uses cross-sectional data from frontline employees across 51 apparel stores to examine how feedback seeking is formed and under what conditions. The results suggest that the development of feedback-seeking behavior is contingent on a feedback-seeking climate and the relationship between an employee and his or her supervisor. Study 2 uses longitudinal data collected across three time periods from multiple respondents (i.e. frontline employees and managers) not only to replicate the findings from Study 1 but also to explore when feedback seeking matters. The findings reveal that managers should target employees who are less (vs. more) satisfied with their jobs because such employees perceive more instrumental value from feedback as a means to improve customer service and sales performance. The findings from this research provide insights that managers can use to increase feedback-seeking behavior from employees and effectively identify and manage the conditions under which feedback seeking will occur to greater or lesser degrees.