Assoc. Prof. Dr. OSMAN GÖK

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1 CURRICULUM VITAE Assoc. Prof. Dr. OSMAN GÖK ACADEMIC PROFILE Assoc. Prof. of Marketing FEAS-Faculty of Economics and Administrative Sciences Yaşar University-Izmir (04/2011- ) Vice Dean of Faculty of Economics and Administrative Sciences Yaşar University-Izmir (09/ /2012) Assistant to Dean for managing the faculty s academic and educational operations Coordinating departments for educational activities Managing and supervising scheduling activities of modules and exams Director of Graduate School of Social Sciences Yaşar University-Izmir (04/ /2009) Managing graduate school activities and education operations Coordinating departments for providing high quality graduate education Responsible for managing marketing activities of graduate school for external and internal stakeholders Participating several team works and projects as a member of University Senate Assist. Prof. of Marketing International Trade & Finance Department Yaşar University-Izmir (07/ /2011) Assist. Prof of Marketing Business Department Yaşar University-Izmir (11/ /2007) Research Assistant Celal Bayar University, FEAS- Manisa (11/ /2005) EDUCATION İTÜ-Istanbul Technical University Istanbul BSc in Management Engineering (06/1994) De Montfort University Leicester, England School of Business MSc Strategic Marketing (02/1999) Graduated with Distinction Dokuz Eylul University Izmir Institute of Social Sciences, Dept. of Business Administration MSc Marketing 80% GPA (06/1998) Celal Bayar University - Manisa Institute of Social Sciences, Dept. of Business Administration PhD Business Administration (04/2005) 1

2 THESIS 1. Customer Satisfaction in Industrial Markets: A Satisfaction Model of OEM Customers in the Automotive Industry, Dissertation for PhD Business Administration, Celal Bayar University, Institute of Social Sciences, Manisa- Turkey. 2. Key Account Management, Dissertation for MSc Strategic Marketing, De Montfort University School of Business, Leicester- England. 3. Relationship Marketing and Implications in Turkey, Dissertation for MSc Marketing, Dokuz Eylul University, Institute of Social Sciences, Izmir- Turkey. 4. Flexible Manufacturing Systems and the AS/RS Implication in Beko Electronics Company, Dissertation for BS Management Engineering, Istanbul Technical University, Faculty of Business, Istanbul-Turkey. INDUSTRIAL EXPERIENCE Asst. Sales Manager Incitas Automotive Parts Co.- Izmir (08/ /1999) Responsible for managing sales activities of a group of automotive products (batteries), bearing a strong brand name. Led marketing activities, including marketing plans, competitive analysis, sales support, pricing strategy and market research. Worked directly with the sales manager and submitted weekly sales reports and analysis. Product Manager PINAR Dairy & Food Products Co. Izmir (12/95 6/97) Responsible for managing marketing activities of a group of FMCG, bearing a strong brand name Led a cross-functional product team, which was responsible for performing the marketing activities of a group of product Drive functional responsibilities including marketing plans, competitive analysis, sales support, pricing strategy and market research Prepared the launching of two new products and coordinated the implementation process Worked directly with the General Manager and submitted weekly reports to the executives of PINAR Food Group Acted as a liaison between the company and various national and international advertising agencies Gave presentations to the managers and executives Marketing Research Specialist Yöntem Research & Consultancy Ltd. Istanbul (9/94 9/95) Worked as a research specialist and marketing consultant of a group of national and blue chip customers Managed extensive ad-hoc research projects of blue-chip customers Accomplished the successful launch of Omnibus Research category of the company Translated statistical data into valuable marketing policies for customers 2

3 ARTICLES PUBLISHED IN REFEREED JOURNALS Hacioglu G. & Gök, O. (2013), Marketing Performance Measurement: Marketing Metrics in Turkish Firms, Journal of Business Economics and Management, 14(1), (SSCI Journal) Gök, O. & Özkaya H. (2011)- Does corporate reputation improve stock performance in an emerging economy? Evidence from Turkey, Corporate Reputation Review, vol.14, no: 1, Gök, O. & Hacioglu G. (2010). The Organizational Roles of Marketing and Marketing Managers, Marketing Intelligence & Planning, vol.28, no:3, Gök, O. (2009). Linking Account Portfolio Management to Customer Information: Using Customer Satisfaction Metrics for Portfolio Analysis, Industrial Marketing Management, vol. 38, no: 4, (SSCI Journal) Özdemir G. & Gök O. (2009). Evaluating Content Delivery Performance of Popular City Destinations Web Sites, Tourism Analysis, vol. 14, no:6, Gök, O. (2007). Marketing and Marketing Managers in the New Era: A Relational Perspective, The Journal of American Academy of Business, Cambridge, vol. 10, no:2, Sabuncuoglu, A., & Gök O. (2008). Analyzing the Traces of Market Orientation in Mission and Vision Statements of Turkish 500 Companies, Afyon Kocatepe University, Journal of Economics and Administrative Sciences, vol.10, no:1, (in Turkish) Gök O., Karakaş, B., Bircan B. (2007). Relationship Marketing in Service Industry: A Comparison for Boutique Hotels and 5 Star Hotels. Aegean Academic Perspective, vol.7, no:1, (in Turkish) Gök, O. (2006). Industrial Customer Satisfaction and Measurement: A Conceptualization Study, Gazi University Journal of Economics and Administrative Sciences, vol.8, no:3, (in Turkish) BOOK CHAPTERS Gök, O. (2014), Account Portfolio Management: Optimising the Customer Portfolio of the Firm, (eds.) Woodburn, D. and Wilson, K., Handbook of Strategic Account Management: A Comprehensive Resource, , John Wiley & Sons, UK. Gök, O. (2011). Turkish Delight: Back-Up Company Offers Customers Surprisingly Innovative Solutions. In Lovelock C. and Wirtz J., Services Marketing People, Technology, Strategy- Global Edition, 7th ed., p.76, Pearson- Prentice Hall, USA. Gök, O. & Özeren E. (2010). Marketing Online Education Programs: Building a Customer Orientation, (Ed.): Demiray U. and Sever S., Marketing Online Education Programs: Frameworks for Promotion and Communication, p , IGI Global Publishing. Gök, O. & Kurt G. (2010). Ethics in Product Decisions, (Ed.): Ay, C., Kartal B. & Nardalı S., Ethical Approaches in Marketing, p , Detay Publishing, Ankara. (in Turkish) 3

4 CONFERENCE PAPERS & PRESENTATIONS Hacioglu, G. & Gök, O. (2011), Marketing Performance Measurement: Marketing Metrics in Turkish Firms, 16th National Marketing Congress, Istanbul, November, (in Turkish) Gök, O. & Özeren, E. (2009). Building Global Brands with Government Initiative: TURQUALITY- A Turkish Case, IASK Global Management Congress-2009, Sevilla-Spain, June, Gök, O. (2007). Using Customer Portfolio Analysis for Strategic Business Decisions: Case Study of a Logistics Company, 3 rd International Strategic Management Conference, Antalya-Turkey, Gök, O. & Özdemir, G. (2006). Branding of Nations: Country Branding and Some Recent Applications. Turk-Kazakh International Tourism Conference, Akdeniz University, Faculty of Business at Alanya, November 20-26, Alanya-Turkey, Gök, O. & Gülova, A.A. (2002). The Vital Role of Human Resource Management Functions in Preventing Traffic Accidents: Coach Operator Companies in Turkey, International Conference on Operations Research, September 2-5, Klagenfurt- Austria. Gök, O. & Gülova, A.A. (2002). Key Account Management: Buyer- Seller Perspectives and Sectoral Variations, Global Conference on Business and Management, July 7-9, Paris- France. Gök, O., Gülova, A.A. & Duman A. (2001). Job Satisfaction: An Empirical Assessment of Nursing Staff of University and Government Owned Hospitals in Turkey, International Nursing Management Conference: Challenging The Future. INMC, October 22-24, Pamukkale- Turkey. Gök, O. & Gülova, A.A., Kartal, B. (2003). Social Marketing Applications for non Profit Organizations: TEMA Case, 8 th National Marketing Congress, October 16-19, Kayseri- Turkey. (in Turkish) Gök, O. & Gülova, A.A. (2001). Job Stress in Marketing and Manufacturing Departments: A Comparative Approach, 6 th National Marketing Congress, June 28-31, Erzurum- Turkey. (in Turkish) Gök, O. (2000). Key Account Management: A Relational Approach, 5 th Marketing Congress, November 16-18, Antalya-Turkey. (in Turkish) National Gök, O. & Gülova, A.A. (2000). Outsourcing: A New Approach to the Business, 9 th National Quality Congress, November 21-23, Istanbul-Turkey. (in Turkish) ARTICLES IN BUSINESS MAGAZINES Gök, O. (2006). Customer Satisfaction Measurement in Industrial Markets: A Managerial Approach, World of Marketing Journal, no: 4, pp (in Turkish) Gök, O. (2005). What customers want? Measure and enhance your customers satisfaction, The Family Business, May-June. (in Turkish) Gök, O. (2001) Key Account Management in Industrial Markets, World of Marketing Journal, no: 2, pp (in Turkish) 4

5 REFERENCES TO THE PUBLICATIONS Gök, O. & Hacioglu G. (2010). The Organizational Roles of Marketing and Marketing Managers, Marketing Intelligence & Planning, vol.28, no:3, Gnizy, Itzhak Shoham, Aviv (2014) "Uncovering the influence of the international marketing function in international firms", International Marketing Review, Vol. 31(1), Călin, A. (2013). What Means Marketing Management in a Competitive Environment?, Research and Science Today, 1(5), Sychrová, L. (2013). Measuring the eff ectiveness of marketing activities use in relation to company size. ACTA Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 61(2), Lozada-Contreras, F. (2013). Marketing Manager's Responsibilities within the Firm: A Descriptive Study of Puerto Rico's Successful Companies. XI Researchers Annual Meeting, Universidad del Turabo, Puerto Rico, April 5th, Shahzad, A. Al-Swidi, A.K. & Golamdin, A.G. (2013). A Tract Reflection on Challenges in Research & Development for New Product Development in the Industrial Sector of Pakistan, Business and Economic Research, 3(1), , ISSN Potgieter, M., Jager, J. W. and Heerden, C. H. (2012). South African tour operators access to current consumer information. African Journal of Business Management, 6(31), Kortam W., Mahrous A. & Attia S., (2012). Developing a Theory of Ubiquitous Marketing Research: Combining Ideology And Methodology of Marketing Research, Journal of American Science, 8(4), pp Hongphisanvivat, S. (2012). The new Role of Marketing Research Toward Sustainability: A Value-Driven Perspective, Proceedings of the 11th European Conference on Research Methods, University of Bolton, UK, June 2012, Edited by Rachel McClean, p Drejeris, R. and Daukševičiūtė, I. (2012). Evaluation Of Lithuanian Commercial Banks Marketing Expenses. Management theory and studies for rural business and infrastructure development, 3 (32), Belz, C., Betz, M. and Werner, P. (2012). Zwölf Mythen der Inhouse-Weiterbildung im Marketing. Marketing Review St. Gallen, 29(6), Franco-Laverde, J., Littlewood, A., Ellis, C., Schraner, I. and Varua, M.-E. (2012). FMCG Portfolio Budget Allocation to Price Promotions Using Modern Portfolio Theory (MPT). International Review of Business Research Papers, 8(5), Oliveira, S.R., Zambalde, A.L., Viana, L.C., Sette, R.S. (2012). Marketing and innovation: a case study on a core of technology innovation. Espacios, 33(10), Hacioglu, G. (2012). Pazarlama Performans Ölçütleri: Bir Literatür Taraması. Yönetim ve Ekonomi, 19(1),

6 Gök, O. (2009). Linking Account Portfolio Management to Customer Information: Using Customer Satisfaction Metrics for Portfolio Analysis, Industrial Marketing Management, vol. 38, no: 4, (SSCI Journal) Corsaro, D., Fiocca, R., Henneberg, S.C. and Tunisini, A. (2013). A value perspective on relationship portfolios, Marketing Theory, May, DOI: / (SSCI Journal) Momtaz N.J., Alizadeh S.and Vaghefi M.S. (2013). A new model for assessment fast food customer behavior case study, British Food Journal 115(4), pp (SCI-e Journal) Hiziroglu, A., Patwa, J. and Talwar, V. (2012). Customer portfolio analysis: Crisp classification versus fuzzy classification Based on the supermarket industry. Journal of Targeting, Measurement and Analysis for Marketing, 20, doi: /jt Nikolić, M., Terek, E., Vukonjanski, J., Ivin, D. (2012). The impact of internal communication on strategic and economic effects in Serbian companies, Public Relations Review, 38(2), pp (SSCI journal) Yee, K.P. & Eze U.C. (2012). The influence of quality, marketing, and knowledge capabilities in business competitiveness, International Journal of Innovation and Learning, 11(3), pp Streukens, S., Van Hoesel, S., de Ruyter, K. (2011). Return on marketing investments in B2B customer relationships: A decision-making and optimization approach, Industrial Marketing Management, 40(1), pp (SSCI journal) Selim, H., Selim, S., Eroǧlu, S. (2011). Analysis of the determinants of customer satisfaction in an international manufacturing firm, Journal of the Faculty of Engineering and Architecture of Gazi University, 26 (3), pp (SSCI Journal) Mohemi, Z. & Speece, M. (2011). Satisfaction Segmentation among Finance Company Customers, Asian Journal of Business Management Studies, 2(1): Rebyazina, V. A. (2011). Formation of relationship portfolio with partners on B2B markets, Graduate School of Management, St. Petersburg State University, Research & Publications. Akpinar, M.G., Gül, M. & Gulcan, S. (2011). An Assessment of Consumer Satisfaction for Food Retail Chains: A Case Study from Turkey, Proceedings in Food System Dynamics, Proceedings in System Dynamics and Innovation in Food Networks, Marjolein, C.J., Cees J.G. & Ulijn J.M. (2010). Buyer-Supplier Relationship Development: An Empirical Study Among Dutch Purchasing Professionals, Journal of Enterprising Culture, 18(2), pp Tretyak, O., Buzulukova E., Alexander R., Popov N. (2009). Developing Marketing for the Stroi-Network, in: Stroi Network- Business Networks in Russia Final Report, pp Gök, O. (2007). Marketing and Marketing Managers in the New Era: A Relational Perspective, The Journal of American Academy of Business, Cambridge, vol. 10, no: 2, Bain, S., Ramsey, T.S., Gibson, F., Poff, R. & Maloney, R. (2011). Relationship Marketing in Intercollegiate Athletics, KAHPERD Journal, 48(2), pp

7 Trif, S.M. (2010). Pluralistic Approach To Marketing Strategy In The Context Of The Economic Crisis, Journal of Doctoral Research in Economics, 2(2), pp M. Kasli, M, Ilban, M. O. & B. Sahin (2009). Modern Pazarlama Stratejileri: AB ve Türk Turizm Endüstrileri, Elektronik Sosyal Bilimler Dergisi, Kış, 8 (27), ss Kurtuldu, H.S., Özcüre,G. Eryiğit,N. Yüce, G. (2009). Finansal Piyasalarda SPIN Satış Eğitim ve Danışmanlık Yaklaşımı: Uluslararası Huthwaite Eğitim ve Araştırma Şirketi nin Başarısı, Sosyal Siyaset Konferansları Dergisi, Sayı 57, ss Wise K. (2007), The Organization and Implementation of Relationship Management, Health Marketing Quarterly, 24(3), pp Lucena L. (2007). Marketing Relacional: Cooperar Informações Estratégicas através dos 4 e-p s, Gestão e Sociedade, 1(1), Brasil. Gök, O. & Özkaya H. (2011)- Does corporate reputation improve stock performance in an emerging economy? Evidence from Turkey, Corporate Reputation Review, vol.14, no: 1, TOMAK, Serpil (2014). Corporate Reputation and Financial Performance of Firms in Turkey. Academic Review of Economics & Administrative Sciences, 7(1), p Gök O., Karakaş, B., Bircan B. (2007). Relationship Marketing in Service Industry: A Comparison for Boutique Hotels and 5 Star Hotels. Aegean Academic Perspective, vol.7, no:1, (in Turkish). Arlı E. (2012).Yat Limanı İşletmeciliğinde Algılanan Hizmet Kalitesi Faktörlerinin Tekrar Tercih Etme Niyeti, Tavsiye Etme Niyeti ve Genel Memnuniyet Düzeyi Üzerindeki Etkisi. Anatolia: Turizm Araştırmaları Dergisi, 23(1), Bahar: Emir, O & Kılıç, I. (2011). Müşterilerin Memnuniyet Düzeyleri İle Demografik Özellikleri Arasındaki İlişki: Antalya daki Beş Yıldızlı Otel İşletmelerinde Bir Uygulama, Journal of Yasar University, 21(6) Ertürk, K.Ö., & Kıyak, C.M. (2009). Müşteri Memnuniyetini Artırma Aracı Olarak Halkla İlişkilere Maslow un İhtiyaçlar Hiyerarşisi Penceresinden Bakmak, Türk Eğitim Bilimleri Dergisi, Bahar, 7 (2), ss EDITORIAL AND REVIEW ACTIVITIES Industrial Marketing Management (SSCI Journal) European Journal of Marketing (SSCI Journal) Schiffman s Consumer Behavior textbook by Pearson Solomon s Consumer Behavior textbook by Pearson 43 rd Annual EMAC (European Marketing Academy) Conference 42 nd Annual EMAC (European Marketing Academy) Conference Journal of Entrepreneurship and Development (Turkish) Ege Academic Review (Turkish) Journal of Social Sciences, DEU-Institute of Social Sciences (Turkish) 4th International Entrepreneurship Conference 7

8 ICBME Conferences of Yasar University Journal of Yasar University INDUSTRY PROJECTS & SEMINARS & TALKS Customer Satisfaction and Delight, Conference Talk, Turkish Marketing Summit, Istanbul-2010 Designing Customer Satisfaction Measurement (CSM) System for companies. Critical evaluation and analysis of sales and marketing activities of a company and proposing the account-based sales organization to the sales department. Critical evaluation and analysis of account management system of a company and proposing to establish Key Account Management (KAM) system to the sales organization. Several seminars given to the managers from many companies of diverse industries on the topics below: - Customer Information and Satisfaction Measurement - Marketing Management - Customer Relationship Management Managing and executing workshops with a single company or participants from different companies on the topics below: - Marketing Management - International Marketing for SME s TEACHING EXPERIENCE Principles of Marketing, Marketing Management, International Marketing, Marketing Research, Retail Management, Product and Brand Management, Services Marketing, Supply Chain Management courses at undergraduate, graduate and PhD levels. ERASMUS TEACHING PROGRAMME PARTICIPATION University of Porto Polytechnic, May 2007, Porto- Portugal. University of Warsaw, May 2013, Warsaw- Poland. COMMITTEE & COMMISSION PARTICIPATION Y.Ü. Strategic Plan Development Committee, 2006 Y.Ü. Academic Performance Measurement System, Development Commission, 2007 Y.Ü. Academic Quality Development Committee, Y.Ü. Senate Membership, Y.Ü. Education Commission,

9 SUPERVISION EXPERIENCE Undergraduate, Graduate and PhD level graduation projects, seminars and thesis. OTHER ACADEMIC ACTIVITES Founder and current supervisor of Marketing Club in Y.Ü. Supervising and coordinating many seminar, conference, workshop activities, and company visits with the club. Representing Y.Ü and the Faculty in several presentations and P&R activities. RESEARCH INTERESTS Marketing Management, Marketing Manager, Account Portfolio Management, Inter-firm relationships, Customer Satisfaction. PROFESSIONAL AFFILIATIONS American Academy of Marketing Science (AMS) Member Chartered Institute of Marketing, England- Full Member (MCIM) Turkish Marketing and Marketing Research Association 9

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