Dr Doga Istanbulluoglu

Dr Doga Istanbulluoglu

Department of Marketing
Lecturer in Marketing
Director of Undergraduate Business Management with Marketing Programmes

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

Recent publications

Article

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. https://doi.org/10.1016/j.chb.2019.09.029

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

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

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

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

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.

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, .