No abstract

Recently, the customer structure and their expectations are changed in the airline industry same as the other service industries with changed conditions by technology, quality of living etc. Due to changing expectations for service quality and new market structure, airline companies will be able to provide a competitive advantage through meeting customers' expectations with high satisfaction and understanding the changing market. In this context, the aim of this study is identifying the determinants of airline service quality perceived by customers; reveal the effects of perceived service quality on customer satisfaction, and effects of customer satisfaction on behavioral intentions of customers, simultaneously by using a conceptual model. Perceived service quality dimensions used in this research are developed on the basis of the AIRQUAL and SERVPERF models. Unlike existing studies, the study also posits perceived service quality, customer satisfaction and behavioral intentions in a single model. The sample of this research comprises the passengers who had flown on any of the national airlines of Turkey in the recent year and they are selected using non-probability judgmental sampling technique. Structural equation modeling is performed to confirm reliability and validity of the measures and examine the structural relationships between constructs. According to obtained results, image that is one of the dimensions of perceived service quality is the strongest significant determinant of customer satisfaction. Also, word-of-mouth and repurchase intention are significantly and positively influenced by customer satisfaction. However, the relationship between customer satisfaction and negative feedbacks of the customers is found positive contrary to proposed hypothesis. As well as the supportive findings of previous research, this study raises a critical question regarding the relationship between customer satisfaction and negative feedbacks for further research to focus on.

Open Innovation promises higher outcomes from innovation processes through collaboration and sharing knowledge and the intellectual assets. Inclusion of suppliers, customers or users, partners, and even competitors in innovative processes can help to overcome constraints on internal resources. For ICT companies that operate in eco-systems of technology development zones (TDZ), open innovation approach becomes more critical mostly due to the scale and experience constraints. To understand the barriers of open innovation for ICT firms in TDZs can significantly help strategy and decision makers in designing policies and actions to empower innovation processes in order to overcome these barriers and hence to utilize open innovation for higher competitiveness. Various researchers examined the challenges of open innovation in various contexts, as well as the innovativeness and business performances of TDZ companies. However, there is still a room for research on exploring the dimensions of motives and barriers of open innovation practices of these companies. This study aims to explore the barriers for open innovation in ICT TDZ companies throughsurveys and in-depth interviews that are carried out in 102 ICT firms in TDZs in Turkey. By applying factor analysis, the main barriers to openness are identified and relationships of these barriers with the company's characteristics explored. Findings reveal that the most frequently perceived constraints are financial and administrative problems. ÖzAçık inovasyon, işbirlikleri ve bilgi ve entelektüel varlık paylaşımı yoluyla inovasyon süreçlerinden daha iyi çıktılar elde edilmesini sağlamaktadır. Tedarikçilerin, müşteri ya da kullanıcıların, ortakların ve hatta rakiplerin inovatif süreçlere dâhil edilmesi, dahili kaynaklar üzerindeki kısıtların üstesinden gelmeye yardımcı olmaktadır. Açık inovasyon yaklaşımı, özellikle teknoloji geliştirme bölgelerinin (TDZ) ekosistemlerinde faaliyet göstermekte olan bilgi ve iletişim teknolojileri firmaları için, ölçek kısıtları ve deneyim eksiklikleri dolayısıyla daha kritik bir hal almaktadır. Teknoloji geliştirme bölgelerindeki bilgi ve iletişim teknolojileri işletmelerinin açık inovasyon uygulamaları üzerindeki engelleri anlamak, karar vericilere politika tasarımı ve bu engellerin üstesinden gelmek ve dolayısıyla rekabet avantajı sağlamak yoluyla inovasyon süreçlerini güçlendirme hususunda yardımcı olabilmektedir. Çeşitli araştırmacılar, TDZ firmalarının yenilikçilik ve iş performanslarının yanı sıra çeşitli bağlamlarda açık inovasyon uygulamaları sırasında karşılaştıkları engelleri incelemiştir. Fakat özellikle teknoloji geliştirme bölgelerindeki bilgi ve iletişim teknolojileri firmalarının açık inovasyon motivasyon faktörleri ve engellerini incelemek gerekmektedir. Bu çalışma, Türkiye'deki teknoloji geliştirme bölgelerinde bulunan 102 bilgi ve iletişim teknolojileri firmasına uygulanan anketler ve derinlemesine mülakatlar üzerinden açık inovasyona ilişkin engelleri araştırmayı amaçlamaktadır. Faktör analizi uygulanarak, açıklık üzerindek...