İşletme Lisansüstü Programı - Doktora
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Konu "Behavior" ile İşletme Lisansüstü Programı - Doktora'a göz atma
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ÖgeThe Dark Side Of Service Environment: A Systematic Literature Review And Experimental Examination Of Dysfunctional Behaviors During Service Experiences(Institute of Social Sciences, 2018) Okan, Mehmet ; Baş, Ayşe Banu Elmadağ ; 514609 ; Management ; İşletmeService climate with ongoing functional and prosocial relationships among service actors, which are consistently and idealistically portrayed in promotional materials, has turned into an unrealistic utopia (Fisk et al., 2010). Several studies and industrial reports show that negativity in organizations, especially in organizational frontlines, is at the crisis level. In the same vein, in the last two decades, a number of studies on dark side issues has skyrocketed. As accumulated knowledge in the field has increased, unsystematic term proliferation started to cause overlapping blurred constructs that impair construct clarity in the field. It now becomes essential to uncover constructs that clearly target actual world phenomena and understand their distinctive relations with specific antecedents and consequences. Therefore, the current thesis aims (1) to provide a conceptually clear, operationally meaningful and practically important set of constructs for dark side phenomena in service ecosystems and (2) to understand and examine these constructs' associated and distinctive relations with other motivational, cognitive, emotional and behavioral constructs. In this dissertation, the author conducted three sets of studies that examine and resolve these aforementioned issues. Firstly, the author systematically reviewed studies related to dark side issues in organizational behavior and marketing literatures between 1975 and 2016.