Department of Marketing

ekmarktg

Department of Marketing

Ebru
Kuzgun
Postdoc


Room: SOL/D3.30
Tel:
+4538152172
E-mail: ek.marktg@cbs.dk
ek
Presentation

I hold Marie Skłodowska-Curie Actions (MSCA) postdoctoral fellowship granted by European Union. In this project, I investigate customer-care avatars used in chatbot communications. Avatars are virtual humanlike characters with anthropomorphic appearances, adopted by companies to provide humanness to AI-managed chatbot communications. In this realm, I analyze the effects of various physical and behavioral dimensions of avatars on consumer responses.

I received my M.Sc. degree from Copenhagen Business School in 2012 and Ph.D. degree from Boğaziçi University (Istanbul) in 2020. My primary research interests are service marketing, consumer behavior in digital media, and consumer interactions with artificial intelligence technologies such as service robots, avatars, and chatbots.

Primary research areas
  • Human interactions with artificial intelligence, service robots, avatars, and chatbots
  • Consumer behaviour in social media
  • Digital Marketing
  • Service research
  • Value creation
Social media
Link to this homepage
www.cbs.dk/en/staff/ekmarktg
Publications sorted by:
2024
Ebru Kuzgun; Gulden Asugman / Evaluating Match of Firm and Customer Resources to Maximize Value
In: Promoting Value Creation Through Organizational Effectiveness and Development. ed. /Thais González-Torres; José-Luis Rodríguez-Sánchez. Hershey, PA : IGI global 2024, p. 68-89
Book chapter > peer review
2023
Ebru Kuzgun; Gulden Asugman; Maria D. Alvarezb / Conservation of Resources Theory Interpretation of Co-destructed After-sales Service Encounters
In: Services Marketing Quarterly, Vol. 44, No. 4, 2023, p. 251-276
Journal article > peer review
Esra Arıkan; Nesenur Altinigne; Ebru Kuzgun; Mehmet Okan / May Robots be Held Responsible for Service Failure and Recovery? : The Role of Robot Service Provider Agents’ Human-likeness.
In: Journal of Retailing and Consumer Services, Vol. 70, 1.2023
Journal article > peer review
2022
Ebru Kuzgun; Nesenur Altinigne; Esra Arıkan / Customer Satisfaction With Co-created Hospitality Services : Regulatory Focus Orientation and Positive Disconfirmation.
In: Journal of Vacation Marketing, Vol. 28, No. 4, 10.2022, p. 510-523
Journal article > peer review
Esra Arıkan; Nesenur Altinigne; Ebru Kuzgun; Mehmet Okan / May Robots be Held Responsible for Service Failure and Recovery? : The Role of Robot Service Provider Agents’ Human Likeness.
In: Book of Abstracts: 28th Recent Advances in Retailing & Services Science Conference. . ed. /Soora Rasouli; Harry Timmermans. Baveno 2022, 1 p., p. 9
Conference abstract in proceedings > peer review
2021
Ebru Kuzgun; Nesenur Altinigne; Esra Arıkan / It Is not You; It Is Me : The Moderating Effect of Consumers’ Regulatory Focus Orientations in Co-created Service Encounters.
In: Proceedings of the European Marketing Academy: EMAC 2021 Annual Conference. : European Marketing Academy. EMAC 2021
Article in proceedings > peer review
2018
Ebru Kuzgun / Resource Match Model of Value : Evaluating Firm’s Value Co-creation Capability Based on Firm and Customer Resource Utilization Match.
In: IRSSM-9 Symposium Proceedings: International Research Symposium in Service Management. September 2018, Ljubljana, Slovenia. . ed. /Urša Švegl. Ljubljana : Faculty of Economics, University of Ljubljana 2018
Article in proceedings > peer review
2016
Ebru Kuzgun; Alexander Josiassen / Brand Loyalty States as an Antecedent of Customer Engagement in Virtual Brand Communities
In: Proceedings of 11th Annual London Business Research ConferenceEngland7.2016
Article in proceedings > peer review
2015
Ebru Kuzgun; Gulden Asugman / Value in Services : A Service Dominant Logic Perspective.
In: Procedia - Social and Behavioral Sciences, Vol. 207, 2015, p. 242-251
Journal article > peer review
2010
Ebru Kuzgun; Tuğçe Gökse; Deniz Özalp; Billur Somer; Maria D. Alvarezb / Perceptions of Local People Regarding Istanbul as a European Capital of Culture
In: PASOS. Revista de Turismo y Patrimonio Cultural, Vol. 8, No. 3, 2010, p. 27-37
Journal article > peer review