Dr Doğa Istanbulluoglu

Dr Doğa Istanbulluoglu

Department of Marketing
Lecturer in Marketing

Contact details

Email
d.istanbulluoglu@bham.ac.uk
Twitter
@Doga_
View my research portal
Address
University House
University of Birmingham
Edgbaston
Birmingham
B15 2TT

Dr Doğa Istanbulluoglu is a lecturer in the Department of Marketing. Her research interests focus on consumer behaviour on social media with a particular interest in consumer complaining, WOM and user-created content.

ORCID profile

Qualifications

  • Postgraduate Certificate in Academic Practice, (Distinction) Centre for Learning and Academic Development, University of Birmingham (2017)
  • 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

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

Her research interests focus on online consumer behaviour on social media. Her expertise lies in understanding how and why consumers behave, with specific focus on consumption using online communication channels. These include behaviours around shopping, decision making, evaluating and post-purchase activities such as complaining and boycott behaviour. Her work has been published in the European Journal of Marketing, Computers in Human Behaviour, Journal of Retailing and Consumer Services, and the Information Technology and People.

Teaching

Doğa is the module leader for ‘Research Methods’ (UG Yr 2) 

Postgraduate supervision

Doğa has the following research interests:

  • Online/Offline Consumer Behaviour
  • Complaining Behaviour
  • Complaint handling
  • Online/Offline Word-of-mouth
  • Anti-consumption / Boycott

Research

Dr Istanbulluoglu’s expertise lies in understanding how and why consumers behave, with specific focus on consumption using online communication channels. These include behaviours around shopping, decision making, evaluating and post-purchase activities such as complaining and boycott behaviour. Within this area, she is most interested in the behaviours that could be considered ‘negative’ such as consumer complaining, negative word-of-mouth, anti-consumption, and other problematic usage behaviours like addiction.

Other activities

EDI representative for Marketing Department

PGTA Coordinator for Marketing Department & Strategy and International Business Department

Publications

Recent publications

Article

Istanbulluoglu, D & Harris, L 2023, 'Forms of Falsified Online Reviews: The Good, The Bad, and The Downright Ugly', European Journal of Marketing. https://doi.org/10.1108/EJM-12-2022-0904

Pressey, A, Houghton, D & Istanbulluoglu, D 2023, 'The problematic use of smartphones in public: The development and validation of a measure of smartphone 'zombie' behavior', Information Technology & People. https://doi.org/10.1108/ITP-06-2022-0472

Istanbulluoglu, D & Sakman, E 2022, 'Successful complaint handling on social media predicts increased repurchase intention: the roles of trust in company and propensity to trust', European Management Journal. https://doi.org/10.1016/j.emj.2022.06.004

OZ, S & Istanbulluoglu, D 2021, 'Advertising expenditures on media vehicles and sales', Accounting Perspectives. https://doi.org/10.1111/1911-3838.12284

Kawaf, F & Istanbulluoglu, D 2019, 'Online fashion shopping paradox: the role of customer reviews and Facebook marketing', Journal of Retail and Consumer Services, vol. 48, pp. 144-153. https://doi.org/10.1016/j.jretconser.2019.02.017

Athwal, N, Istanbulluoglu, D & McCormack, S 2019, 'The allure of luxury brands’ social media activities: a uses and gratifications perspective', Information Technology & People, vol. 32, no. 3, pp. 603-626. https://doi.org/10.1108/ITP-01-2018-0017

Houghton, D, Pressey, A & Istanbulluoglu, D 2019, 'Who needs social networking? An empirical enquiry into the capability of Facebook to meet human needs and satisfaction with life', Computers in Human Behavior, vol. 104, 106153. https://doi.org/10.1016/j.chb.2019.09.029

Istanbulluoglu, D, Leek, S & Szmigin, I 2017, 'Beyond exit and voice: developing an integrated taxonomy of consumer complaining behaviour', European Journal of Marketing, vol. 51, no. 5/6, pp. 1109-1128. https://doi.org/10.1108/EJM-04-2016-0204

Istanbulluoglu, D 2017, 'Complaint handling on social media: the impact of multiple response times on consumer satisfaction', Computers in Human Behavior, vol. 74, pp. 72-82. https://doi.org/10.1016/j.chb.2017.04.016

Conference contribution

Istanbulluoglu, D 2016, The impact of company response time on post-purchase customer satisfaction on social media. in SERVSIG International Research Conference. Maastricht University, Maastricht, Netherlands , SERVSIG 2016, Maastricht, Netherlands, 17/06/16.

Istanbulluoglu, D, Leek, S & Szmigin, I 2015, Complaining on Facebook Pages and Profiles: Connected and Social. in Academy of Marketing Conference 2015. Academy of Marketing Conference 2015, AM2015, Limerick, Ireland, 7/07/15.

Leek, S, Istanbulluoglu, D & Szmigin, I 2014, Understanding the Objectives of Online Complaining Behaviours. in 3rd Conference for Positive Marketing. 3rd , New York, United States, 3/03/14.

Leek, S, Szmigin, I & Istanbulluoglu, D 2012, Using Facebook to Express Negative Online WOM: A Netnographic Exploration. in Using Facebook to Express Negative Online WOM: A Netnographic Exploration. Universitas 21 Doctoral Research Conference, Connecticut, United States, 1/07/12.

Paper

Istanbulluoglu, D & Sakman, E 2019, 'Not all online-complaint handling is created equal: apologize fast or compensate', Paper presented at 2019 AMS Annual Conference, Vancouver, Canada, 29/05/19 - 31/05/19.

Istanbulluoglu, D 2017, 'How do service recovery procedures in hospitality industry vary across Twitter?', Paper presented at 4th World Research Summit for Tourism and Hospitality, Orlando, United States, 8/12/17 - 11/12/17.

View all publications in research portal