Browsing by Author "Köseoglu M.A."

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A text-net analysis of mission statements in the healthcare industry: Evidence from public and private hospitals’ websites
(2023-01-01) Ocak S.; Köseoglu M.A.; Parnell J.A.; Arici H.E.
This study explores components of hospital mission statements by combining text mining techniques and network analysis. By considering 153 public and private hospitals with a published mission statement in English, it evaluates influential words and identified clusters and components in hospital mission statements, determined (in)connections among the statements. Similarities and differences based on hospital ownership status (i.e. public or private) are provided. The assessment of English versions of mission statements in Turkish hospitals generated seven clusters: (1) quality and quality of health services, (2) technology orientation, (3) focus on modern medicine, (4) societal expectations, (5) universal standards, (6) institutional philosophy, and (7) employees. Significant differences in the components of public and private hospital mission statements are identified and the potential contributions to practitioners in developing their mission statements is discussed.
Emotions in service research: evolutionary analysis and empirical review: 服务情绪研究：进化分析与实证综述
(2022-01-01) Arici H.E.; Köseoglu M.A.; Cakmakoglu Arici N.
This study provides a bibliometric review of emotion-focused research in the service discipline by examining the main research themes and concepts, conceptual foundations, and the most recent research fields. Six-hundred forty-seven documents on emotions were extracted and examined by performing co-citation and bibliographic coupling analyses as well as qualitative content analysis. Co-citation analysis results show that ‘emotions’ is a defined research area with six fundamental themes; namely, positive customer emotions, emotional reactions to service failure and recovery, measurement of emotions, empirical analysis of emotions, brand love, and customer delight. In addition, various theoretical foundations could be employed in various empirical contexts, among which conservation of resources and social exchange play a great role. An examination of the most recent documents via bibliographic coupling analysis clarifies six appealing research trends and releases various recommendations on the occasions for further investigation to be drawn.
Job embeddedness in hospitality and tourism scholarship: Past, present, and future research agenda
(2023-02-01) Arici H.E.; Arasli H.; Köseoglu M.A.; Sokmen A.; Arici N.C.
This paper presents a bibliometric analysis of job embeddedness research in hospitality and tourism literature. Thus, it clarifies the fundamental research themes and phenomena, theoretical underpinning, and the most current research stream. Sixty-four documents on job embeddedness were obtained and tested by utilizing bibliometric analysis via VOSviewer and Biblioshiny in R software programming. Co-citation analysis demonstrated that job embeddedness is a research domain focusing on employee work engagement, retention, turnover intention, and the predictors of the phenomenon. Different theoretical bases can be adopted in different study areas, among which conservation of resources and social exchange have important roles. The bibliographic coupling and thematic evolutionary analysis of the documents clarify appealing trendy topics and provide several suggestions for further examination.
Service research: past, present and future research agenda
(2022-09-08) Arici H.E.; Köseoglu M.A.; Altinay L.
Purpose: This study aims to explore past and present service research and to provide a future research agenda for service researchers by presenting a big picture of the intellectual connections and emerging topics in the discipline. Design/methodology/approach: This study is an empirical analysis of citations and cocitations on a sample of 5,837 articles published in leading service journals (from 1981 to December 2020). Network analysis was adopted to analyze the data. This study is exclusive in conducting the inquiry at the individual publication level, rather than using the normal aggregated author co-citation analysis approach. Findings: The findings reveal that the main themes of service research centered on customer satisfaction, service quality, service-dominant logic, methodological foundations, market orientation and service encounter. Also clarified is the periphery domain that may become more important in the future (i.e. technology). The findings also present anchor points for conceptual framing and conceptual development – five main themes that are momentous to navigate theory discovery and justification in the knowledge domain. Research limitations/implications: It calls for a more academic effort to evaluate the service research by considering different epistemological paradigms, such as positivism, monologic and hermeneutic, to better understand the process and progress of the discipline. Practical implications: Through exploring the transformation of service research into a customer-centric model and technology-based service logic, this study offers possible implications for practitioners and further research areas for service researchers. Originality/value: To the best of the authors’ knowledge, this study is the first to use a citation, cocitation and network analysis to examine service research published in leading service journals. This study provides a significant contribution to the theory by combining main conceptual areas and interests in the given discipline.
The intellectual structure of customer experience research in service scholarship: a bibliometric analysis
(2022-01-01) Arici H.E.; Köseoglu M.A.; Sökmen A.
This study presents a framework and viewpoint on the intellectual structure and evolution of customer experience research in the service literature. Using the Scopus database, journal articles on customer experience have been extracted and examined to unearth the source knowledge and main themes via a two-step approach of bibliometric (citation and co-citation) and content analyses. The bibliometric analysis has revealed five main clusters of the knowledge domain: (1) methodology and information technology, (2) customer co-creation of value, (3) service quality and customer satisfaction, (4) tourist experience, (5) customer perception in service environments. Based on the literature review, content analysis was subsequently performed to reveal recent articles from each cluster. Overall, this article comprehensively examines customer experience literature in the service industries. Results present a holistic comprehension of the knowledge domain, reveal scientific progress, and provide main directions and questions for further academic efforts.