Prof. Erdogan Koc
Bahcesehir University
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Academic Career Length
17Years (2010-Present)
(Calculated once Scilit publication data is synced: current year − year of first publication + 1)
Representative Publications
View All Publications2 November 2018 in Journal of Hospitality Marketing & Management
Journal Article
Erdogan KocService failures and recoveries have important implications for hospitality and tourism businesses, not only due to general service characteristics of inseparability, heterogeneity and perishability, but also due to the interactions between service employees and customers. This review paper shows that the study of service failures and recovery in hospitality and tourism has been largely limited to the studies of customer satisfaction, service quality, culture, justice, empowerment and attribution. This review of studies suggests that the field of service failures and recovery would gain additional momentum by combining these studies with organisational theories and concepts (e.g., organisational citizenship, transaction analysis, emotional labour, emotional intelligence, stress, burnout syndrome).
25 July 2023 in Technology in Society
Journal Article
Erdogan KocSHSercan Hatipoglu
Sercan HatipogluOKOğuzhan KIVRAK
Oğuzhan KIVRAKCCCemal Celik
Cemal CelikKKKaan Koc
Kaan Koc
18 May 2022 in Technology in Society
Journal Article
29 April 2013 in The International Journal of Human Resource Management
Journal Article
Erdogan KocThis study explores the influence of power distance in a relatively high power distance culture (Turkish) and a relatively low power distance culture (British) from the viewpoint of the expressions used by subordinates when communicating with their superiors in situations of service crises and recovery. The findings suggest that in Turkey subordinates use much more mitigated and indirect expressions when faced with service crises which may lead delays in the identification and solving of customer problems. This, in turn, is believed to cause a failure in the formation of customer loyalty and an increase in the customer switching behaviour.
6 May 2019 in Journal of Hospitality Marketing & Management
Journal Article
Erdogan KocHBHakan Boz
Hakan BozUnderstanding the basic emotions of people is one of the most important skills of emotional intelligence. This study investigates the emotion/facial expression recognition abilities of tourism and hospitality employees in terms of recognizing customers‘ facial expressions and the fact that whether emotion/facial recognition abilities of employees can be developed. The respondents were selected through convenience sampling. The data were collected from 398 tourism and hospitality employees through an online survey. The data were analyzed by SPSS 19. The findings showed that a brief online training (lasting an average of 40.40 s) (with photos depicting different facial expressions and brief explanations) has improved the emotion/facial expression recognition abilities of tourism and hospitality employees significantly both in terms of accuracy and speed.
About Me
Dr Erdogan Koc is professor of marketing Bahcesehir University, Faculty of Economics and Administrative and Social Sciences, Turkey. He has extensively published in top-tier tourism, hospitality, and services marketing and management journals. He is the author/editor of several books and book chapters. He serves as an editorial board member on the editorial boards of a number of journals (such as Journal of Hospitality Marketing and Management, International Journal of Intercultural Relations, International Journal of Hospitality and Tourism Administration, Journal of Promotion Management, etc.) and has acted as an ad hoc referee for over fifteen respectable journals. His research primarily focuses on the human element (both as consumers and employees) in tourism, hospitality, services marketing, and management. Professor Koc provides consultancy and training services to a wide variety of service sector businesses.