Dr Doga Istanbulluoglu

Dr Doga Istanbulluoglu

Department of Marketing
Lecturer in Marketing

Contact details

Address
Room 210, Ash House
University of Birmingham
Edgbaston
Birmingham
B15 2TT

Dr Doga Istanbulluoglu is a lecturer in marketing department. Her research interests focus on consumer behaviour on social media with a particular interest in consumer complaining, WOM, user-created content and brand communities.

Qualifications

  • PhD in Marketing, University of Birmingham (2014)
  • MSc (Merit) in Marketing, University of Birmingham (2008)
  • BSc (High Honour) in Business Management, Bilkent University, Turkey (2007)

Biography

Doga Istanbulluoglu is a lecturer in marketing department. She holds a Ph.D. (2014) and M.Sc. (2008) in marketing from University of Birmingham, and B.Sc. (2007) in Business Administration/Management from Bilkent University in Turkey. 

Her research interests focus on consumer behaviour on social media with a particular interest in consumer complaining, WOM, user-created content and brand communities. Her Ph.D. thesis explored consumers’ complaining activities on Facebook. She received a number of awards and achievements throughout her PhD such as ‘Best Doctoral Researcher Conference Paper Award’ by College of Social Sciences, University of Birmingham; ‘Best Paper Award’ by Midlands Doctoral Colloquium, and ‘Academy of Marketing Science Fellowship’ by 2nd Biennial Academy of Marketing Science Doctoral Consortium.

Teaching

Doga is responsible for Research Skills (2nd Yr) on the Undergraduate courses.

She is also responsible for the delivery workshops of Principles of Marketing module (1st Year).

Research

  • Online/Offline Consumer Behaviour
  • Complaining Behaviour
  • Complaint handling
  • Word-of-mouth
  • Online communities
  • Social media – Social Networking
  • E-marketing
  • Online Research Methods, Netnography

Publications

Journal Articles

Istanbulluoglu, D. (2017) “Complaint Handling on Social Media: The Impact of Multiple Response Times on Consumer Satisfaction”, Computers in Human Behavior, 74, 72-82DOI: 10.1016/j.chb.2017.04.016 

Istanbulluoglu, D., Leek S, and Szmigin, I. (2017) “Beyond Exit and Voice: Developing an Integrated Typology of Consumer Complaining”, European Journal of Marketing, 51, 5/6DOI: 10.1108/EJM-04-2016-0204

Conference Papers:

Istanbulluoglu, D., (2016, 17-19 June) “The impact of company response time on post-purchase customer satisfaction on social media”, SERVSIG International Research Conference, Maastricht University, Maastricht, Netherlands 

Istanbulluoglu, D., Leek S., and Szmigin, I. (2015, 7-9 Jul) “Complaining on Facebook: Social and Connected” Academy of Marketing Conference, University of Limerick, Limerick, Ireland

Istanbulluoglu, D., Leek S, and Szmigin, I. (2014, 3-4 April) “Understanding the Objectives of Online Complaining Behaviours on Facebook”. Third Annual Conference for Positive Marketing. Fordham University, New York, USA

Istanbulluoglu, D., Szmigin, I. and Leek, S. (2012, 10-13 April) "Using Facebook to Express Negative Online WOM". Universitas 21 Doctoral Research Conference. University of Connecticut, USA