PhD, Marketing (expected) May 2018 Washington State University Pullman, WA

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1 Ismail Karabas 1 ISMAIL KARABAS Department of Marketing & International Business PO Box Pullman, WA Cell: (509) Office: (509) ismail.karabas@wsu.edu Website: ismailkarabas.com *Permanent resident of the U.S. EDUCATION PhD, Marketing (expected) May 2018 Pullman, WA MA, Logistics Management June 2013 Thesis: Modeling Customer Service Quality: The Case of Bottled Water Distribution BA, Business Administration June 2011 BS, Logistics Management June 2011 DISSERTATION New Directions in Service Failure Research Proposal Defended: April 2017 In my dissertation, I explore two new directions within the service failure research. First, I examine third party customer reactions toward the frontline employee (e.g., tipping likelihood) and the firm (e.g., repurchase intentions) after observing an interaction between a service employee and a customer following a service failure. Second, I investigate the negative effect of non-voluntary tipping systems on customer voice and selfdetermination theory needs leading to less favorable outcomes (e.g., customer anger, negative word of mouth). Further, I examine how these effects are magnified under low quality service (i.e., representing a service failure) compared to medium or high quality service. Committee: Jeff Joireman (Chair), Kunter Gunasti, and Chadwick Miller Dissertation Essay Abstracts Essay 1: Overheard Service Failures: Why Witnessing Negative Recoveries Leads Observers to Punish Frontline Employees and Leave the Firm Complementing and extending recent work on customer responses to uncivil behavior in retail settings, the present studies examined third party observer responses to failed service failure recoveries in a restaurant setting. Study 1 revealed that, relative to a neutral response, negative server responses increase desire for revenge and negative attitudes toward a firm, which subsequently reduce tip likelihood, tip percentage, return intentions and recommending. Study 1 revealed no benefits of a highly positive server response. Study 2 demonstrated that perceptions of deontic injustice mediate the effect of negative server responses on desire for revenge and firm attitudes, which mediate the effect of deontic injustice on tipping, return intentions, and recommending. Study 2 further highlighted the full buffering effect of management intervention (apologies) on firm-related outcomes (attitudes, return intentions, recommending) which did not extend to employee-related outcomes (desire for revenge, tip likelihood, and tip percentage). Status: Under review.

2 Ismail Karabas 2 Essay 2: Tipping Required : Development of a Model to Understand Customer Reactions to Non-Voluntary Tipping Systems Most customers in the United States participate in the norm of tipping service employees (e.g., servers, bellhops, hairdressers). Customers may tip to show gratitude, or decide not to tip or give a lower tip when they are not satisfied with the service. Despite the customer motivations behind tipping, recent developments in the retailing industry show that service establishments are changing their tipping from voluntary to mandatory (e.g., increased menu prices to account for service charges). While evidence shows that this change is to provide equal pay among the employees with different duties at an establishment, customers responses may not be favorable. The present research explores customer reactions to the traditional voluntary tipping system when compared to two different non-voluntary tipping systems, namely built-in gratuity (a set percentage of tip is built into menu prices) and automatic gratuity (a set percentage of tip is automatically applied at the time of payment). More specifically, I propose a framework to explain (1) how non-voluntary tipping systems impact customer s perceived ability to voice their opinion and satisfaction of their self-determination needs (i.e., autonomy, competence, and relatedness), (2) how these psychological mechanisms lead to perceived fairness, inferred motives, anger, and additional downstream outcomes (e.g., negative word of mouth), and (3) how service quality may act as a moderator for the effect of tipping systems on the downstream variables. Status: Two studies complete. Target: Journal of Marketing Research RESEARCH INTERESTS Services, Service Failures, Retailing, Sales, Advertising, Digital/Online Marketing, Consumer Welfare, Gift Giving PUBLICATIONS (PEER-REVIEWED) Yurt, Oznur and Ismail Karabas (2016), Internationalization Process of a Worldwide Leading Company - Get More Electronics: A Teaching Case Study, International Journal of Teaching and Case Studies, 7 (1), WORKING PAPERS Karabas, Ismail, Ioannis Kareklas, T.J. Weber, and Darrel Muehling. Examining e-retailer Review-Fixing Programs: Insights for Consumers, Online Retailers, and Policy Makers. Revision requested at the Journal of Consumer Affairs. SELECT RESEARCH IN PROGRESS (BESIDES DISSERTATION) Karabas, Ismail, Jeff Joireman, and Ioannis Kareklas. Motivation Behind Gift Giving over Generations. Two studies collected. Target: Journal of Consumer Psychology Karabas, Ismail, Ioannis Kareklas, and Marie-Louise Radanielina-Hita. The Effect of Trivial Attributes on Consumer Decision Making. Data collection underway. Karabas, Ismail, Jeff Joireman, Joe Gladstone, and Emily Garbinsky. Pain of Payment in Couples Financial Decisions. Data collection underway. ACADEMIC CONFERENCE PRESENTATIONS Karabas, Ismail, Ioannis Kareklas, T.J. Weber, and Darrel Muehling (2017), Suspiciously Positive: Consumer Reactions to Exceedingly Positive Reviews, American Academy of Advertising (AAA), Boston, Massachusetts. Karabas, Ismail, Jeff Joireman, and Shinhye Kim (2017), How Third Party Observers Respond to Overheard Service Failures: Implications for Frontline Service Employees and the Firm, Association of Marketing Theory and Practice (AMTP), Myrtle Beach, South Carolina.

3 Ismail Karabas 3 Karabas, Ismail and T.J. Weber (2015), Measuring New Phenomena: A Review of Consumer Behavior Scale Development, Academy of Marketing Science (AMS), Denver, Colorado. Karabas, Ismail (2012), Global Sourcing and Supply Chain Risk Management, 8th International Student Conference: Empirical Studies in Social Sciences, Izmir, Turkey. OTHER PRESENTATIONS Karabas, Ismail, Jeff Joireman, and Shinhye Kim (2017), Overheard Service Failures: Why Witnessing Negative Recoveries Leads Observers to Punish Frontline Employees and Leave the Firm, Oregon Marketing Research Symposium, Eugene, Oregon. Karabas, Ismail, Ioannis Kareklas, T.J. Weber, and Darrel Muehling (2017), Review-fixing Programs and e- Retailer-driven Consumer Skepticism, WSU Research Expo, Pullman, Washington. Karabas, Ismail, Jeff Joireman, and Shinhye Kim (2016), Negative Open Loop Exchange Spirals: How Third Party Observers Respond to Overheard Service Failures, Robert A. Mittelstaedt Doctoral Symposium, Lincoln, Nebraska. Karabas, Ismail, Jeff Joireman, and Ioannis Kareklas (2015), Healing the Self: Parental Gift Giving as a Function of Past Childhood Deprivation, Wiley Research Exposition, Pullman, Washington. TEACHING INTERESTS Advertising; Consumer Behavior; Digital Marketing; IMC; International Business/Marketing; Marketing Analytics/Research; Marketing Strategy; Principles of Marketing; Retailing; Sales; Services Marketing TEACHING EXPERIENCE, (Undergraduate) Evaluations Marketing Research Fall 2017 (current) Consumer Behavior Summer 2017 (4.54/5) International Marketing Spring 2017 (4.68/5) International Marketing Fall 2016 (4.89/5) Consumer Behavior Summer 2016 (4.80/5) International Marketing Spring 2016 (4.56/5) Principles of Marketing Summer 2015 (3.47/4) HONORS & AWARDS Outstanding Graduate Student Teaching Award 2017, WSU Best Student Paper Award 2017 Association of Marketing Theory and Practice Conference (AMTP) First Place in Research Presentation 2017 Graduate & Professional Student Association - Research Expo Honorable Mention 2017 WSU Marketing Club for Dedication to Students and Research Teaching Assistant Excellence Award 2015 Graduate & Professional Student Association Second Place in Research Presentation 2015 Wiley Research Exposition Scholarship

4 Ismail Karabas 4 Rod Church Graduate Fellowship Scholarship 2013, WSU Graduate Scholarship 2011 Erasmus Student Exchange Grant 2009 Bachelor Scholarship 2006 TEACHING ASSISTANTSHIP, (Undergraduate) Consumer Behavior (online) Marketing Research Marketing Strategy Principles of Marketing Izmir University of Economics, Department of Logistics Management (Undergraduate) Distribution Channel and Supply Chain Management Procurement and Inventory Management Risk Management in Supply Chain Simulation in Logistics SERVICE Reviewer, European Journal of Marketing 2017 Board Member, Students Book Corporation at WSU Organizing Committee Member, International Conference on Value Chain Sustainability, ICOVACS 2012 Head of Erasmus Mentor System, Izmir University of Economics RELATED WORK EXPERIENCE Intern, Marketing and Public Relations, Space Camp Turkey 2010 INTERNATIONAL EXPERIENCE Erasmus Staff Exchange, University of Applied Sciences Wurzburg, Schweinfurt, Germany 2013 Erasmus Student Exchange, Universidad Rey Juan Carlos, Madrid, Spain PROFESSIONAL AFFILIATIONS American Marketing Association Society for Consumer Psychology American Academy of Advertising

5 Ismail Karabas 5 IN THE MEDIA The Daily Evergreen, April 13, 2017, Student Wins Award for Paper on Customer Service Research, by Tyler Watson. WSU News, April 5, 2017, Marketing Ph.D. Student Wins National Recognition for Paper. LANGUAGES Turkish (Native) English (Fluent) Spanish (Intermediate) REFERENCES Jeff Joireman Co-Editor of Journal of Environmental Psychology PhD Coordinator and Associate Professor of Marketing Phone: (509) joireman@wsu.edu Darrel Muehling Chair and Professor of Marketing Phone: (509) darrel@wsu.edu David Sprott Senior Associate Dean and Professor of Marketing Phone: (509) dsprott@wsu.edu Ioannis Kareklas Assistant Professor of Marketing Department of Marketing School of Business University at Albany, SUNY Phone: (518) ikareklas@albany.edu