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MÜŞTERİ VATANDAŞLIK DAVRANIŞI LİTERATÜR TARAMASI

Year 2017, 16. UIK Special Issue, 865 - 878, 29.11.2017
https://doi.org/10.18092/ulikidince.323660

Abstract



Müşteri
vatandaşlık davranışı; müşterinin bir işletmenin ödül sistemiyle değil,
kendisinin bireysel olarak belirlediği, işletmelerin hizmet/ürün kalitesini
yükseltebilecek ve daha etkin çalışmasını sağlayabilecek nitelikteki gönüllü ve
ihtiyari davranışlarıdır (Groth, 2005). Bu rol fazlası davranışlar arasında
müşterinin kendini kısmen işletmenin çalışanı gibi görmesi, işletmenin
çıkarlarını gözetmesi, çalışanlarla işbirliği yapması, diğer müşterilere
yardımcı olması, işletmeye önerilerde bulunması, olumlu kulaktan kulağa
iletişim için çaba göstermesi ve işletmenin performans ve hizmetlerinin
gelişimine katkıda bulunmaya çalışması sayılabilir (Bettencourt, 1997; Bowen,
1986; Rosenbaum & Massiah, 2007). Bu çalışma çerçevesinde müşteri
vatandaşlık davranışıyla ilgili akademik çalışmalar literatür taraması
kapsamında incelenmiş ve müşteri vatandaşlık davranışına dair çalışmaların
önemi ortaya konmuştur.  



References

  • Aggarwal, N. & Soch, H. (2013). Universal Journal of Management, 1, 103 – 110.
  • Aherne, M., Bhattacharya, C. B., Gruen, T. (2005). Antecedents and consequences of customer–Company identification: Expanding the role of relationship marketing. Journal of Applied Psychology, 90, 574 –585.
  • Anaza, N. A. (2014). Personality antecedents of customer citizenship behaviors in online shopping situations. Psychology of Marketing, 31, 251-263.
  • Anaza, N. A. & Zhao, J. (2013). Encounter-based antecedents of e-customer citizenship behaviors. Journal of Services Marketing, 27, 130-140.
  • Bailey, J. J., Gremler, D. D., &McCollough, M. A. (2001). Service encounter emotional value: The dyadic influence of customer and employee emotions. Service Marketing Quarterly, 23(1), 1−25.
  • Barbuto, J. E., Jr., Brown, L. L., Wheeler, D. W & Wilhite, M. S. (2003). Motivation, altruism and generalized compliance: A field study of organizational citizenship behaviors. Psychological Reports, 92, 498-502.
  • Barbuto, J. E., Jr. (2006). Four classification schemes of adult motivation: Current views and measures. Perceptual and Motor Skills, 106, 563-575.
  • Barnard, C. I. (1971). The functions of the executive. New York: Harvard University Press.
  • Bartikowski, B., Walsh, G., Beatty, S.E. (2011). Culture and age as moderators in the corporate reputation and loyalty relationship. Journal of Business Research, 64, 966-972.
  • Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73, 383-406. Bontis, N., Keow, W.C. and Richardson, S.(2000). Intellectual capita and business performance in Malaysian Industries. Journal of Intellectual Capital, 1, 85-100.
  • Bove, L.L., Robertson, N.L., Pervan. (2003). Customer citizenship behaviours: Towards the development of a typology. Australian and New Zealand Marketing Academy Conference bildiriler kitabı içinde (ss: 331-338). Adelaide: Adelaide University of South Australia.
  • Bove, L. L., Pervan, S. J., Beatty, S. E., & Shiu, E. (2009). Service worker role in encouraging customer organizational citizenship behaviors. Journal of Business Research, 62, 698-705.
  • Cheng, J.C., Luo, S., Yen, C., Yang, Y. (2016). Brand attachment and customer citizenship behaviors. The Service Industries Journal, 36, 263-277.
  • Deci, E. L., & Ryan, R. M. (1985). Intrinsic motivation and self-determination in human behavior. New York: Plenum.
  • Devrani, T., Tüzün, İ. (2008). Müşteri vatandaşlık davranışının öncüllerinin belirlenmesine yönelik bir araştırma. İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 7, 193-208.
  • Di, E., Huang, C., Chen, I., Yu, T. (2010). Organizational justice and customer citizenship behavior of retail industries. The Service Industries Journal, 30 (11), 1919-1934.
  • Foa, U. G. (1971).Interpersonal and economic resources. Science (Ocak),171-345.
  • Fowler, J. (2013). Customer citizenship behavior: An expanded theoretical understanding. International Journal of Business and Social Science, 4, 1-8.
  • Gremler, D. D. & Brown, S. W. (1999). The royalty ripple effect: Appreciating the full value of customers. International Journal of Service Industry Management, 10, 271-91.
  • Groth, M. (2005). Customers as good soldiers: Examining customer citizenship behaviors in internet service deliveries. Journal of Management, 31, 7-27.
  • Guo, G. & Zhou, X. (2013). Research on organizational citizenship behavior, trust and customer citizenship behavior. International Journal of Business and Management, 16, 86-90
  • Hanifan, L. J. (1916). The Rural School Community Center. The Annals of the American Academy of Political and Social Science, 67, 130-138.
  • Hibbert, S., Horne, S. (1996). GGiving to charity: questioning the donor decision process. Journal of Consumer Marketing , 13, 4-13.
  • Jahn, S., Gaus, H., Kiessling, T. (2012). Trust, commitment, and older women: Exploring brand attachment differences in elderly segment. Psychology & Marketing, 29 (6), 445-457.
  • Jeong, H. & Moon, J. (2009). Virtual social identity development for customer electronic word-of mouth participation, 15 Mart 2017 tarihinde http://iceb.nccu.edu.tw/proceedings/2009/243-249.pdf adresinden erişildi.
  • Katz, D. (1964). The motivational basis of organizational behavior. Behavioral Science, 9, 131-133.
  • Katz D & Kahn R L. (1966). The social psychology of organizations. New York: Wiley.
  • Keh, H.T., Xie, Y. (2009). Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment. Industrial Marketing Management, 98, 732-742.
  • Lii, Y. & Lee, M. (2012). Doing right leads to doing well: When the type of CSR and reputation interact to affect consumer evaluations of the firm. Journal of Business Ethics, 105, 69-81.
  • Madani, A. F., Hosseini, K. H. S., Kordnaeij, A., Isfahani, M. A. (2015). Intellectual capital: Investigating the role of customer citizenship behavior and employee citizenship behavior in banking industry in Iran. Management and Administrative Sciences Review, 4, 736-747
  • Martin, B. L., & Briggs, L. J. (1986). The affective and cognitive domains: Integration for theory and research. Englewood Cliffs, NJ: Educational Technology.
  • Mills, P. K. & Morris, J. H. (1986). Clients as partial employees of service organizations: Role development in client participation. Academy of Management Review, 7, 726-735.
  • Morrison, E.W. (1996). Organizational citizenship behavior as a critical link between HRM practices and service quality. Human Resource Management, 35, 493-512.
  • Nguyen, H., Groth, M., Walsh, G., Hennig-Thurau, T. (2014). The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation. Psychology and Marketing, 31 (12), 1096-1109.
  • Organ, D. W. (1988).Organizational citizenship: the good soldier syndrome. Lexington, MA: Lexington Books.
  • Organ, D. W., & Ryan, K. (1995). A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel Psychology, 48, 775–802.
  • Patterson, G. P., Razzaque, A. M., Terry C. S. L. (2003). Customer citizenship behaviour in service organisations: A social exchange model. 20 Mart 2017 tarihinde https://www.anzmac.org/conference_archive/2003/papers/SER01_pattersonp.pdf adresinden erişildi.
  • Portes, A. (1998). Social capital: Its origins and applications in modern sociology. Annual Review of Sociology, 24, 1-24.
  • Prakash, S. & Selle, P. (eds.) (2004). Investigating social capital: comparative perspectives on civil society, participation and governance. London: SAGE. Rosenbaum, M.S. & Massiah, C. (2007). When customers receive support from other customers: Exploring the influence of intercustomer social support on customer voluntary performance. Journal of Service Research, 9, 257-270.
  • Sargeant, A. (1999). Charitable giving: Towards a model of donor behavior. Journal of Marketing Management, 15, 215-238.
  • Schneider, B., & Bowen, D. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70, 423-433.
  • Smith, C. A., Organ, D. W., Near, J. P. (1983). Journal of Applied Psychology, 68, 653-663.
  • Tan, V. M., Quoquab, F. , Ahmad, Sh. F., Mohammad, J. (2016). Effect of self esteem on customer citizenship behaviors among international university branch campus students. International Review of Management and Marketing, 6, 467-475.
  • van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., vd. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13, 253–266.
  • Walsh, G. & Beatty, S.E. (2007). Customer- based corporate reputation of a service firm: scale development and validation. Journal of the Academy of Marketing Science, 35, 127-143.
  • Yang, S. & Qinhai, M. (2011). Review of customer citizenship behaviors scales in service perspective. International Conference on Information and Management Engineering bildiriler kitabı içinde (ss: 238-243). Berlin: Springer-Verlag Berlin Heidelberg.
  • Yi, Y. & Gong, T. (2008). The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior, Industrial Marketing Management, 1(5),1-17.
  • Zoghbi-Manrique-de-Lara, P., Suarez-Acosta, M. A., Aquiar-Quintana, T. (2014). Hotel guests’ responses to service recovery: How loyalty influences guest behavior, Cornell Hospitality Quarterly, 55, 152-164.
Year 2017, 16. UIK Special Issue, 865 - 878, 29.11.2017
https://doi.org/10.18092/ulikidince.323660

Abstract

References

  • Aggarwal, N. & Soch, H. (2013). Universal Journal of Management, 1, 103 – 110.
  • Aherne, M., Bhattacharya, C. B., Gruen, T. (2005). Antecedents and consequences of customer–Company identification: Expanding the role of relationship marketing. Journal of Applied Psychology, 90, 574 –585.
  • Anaza, N. A. (2014). Personality antecedents of customer citizenship behaviors in online shopping situations. Psychology of Marketing, 31, 251-263.
  • Anaza, N. A. & Zhao, J. (2013). Encounter-based antecedents of e-customer citizenship behaviors. Journal of Services Marketing, 27, 130-140.
  • Bailey, J. J., Gremler, D. D., &McCollough, M. A. (2001). Service encounter emotional value: The dyadic influence of customer and employee emotions. Service Marketing Quarterly, 23(1), 1−25.
  • Barbuto, J. E., Jr., Brown, L. L., Wheeler, D. W & Wilhite, M. S. (2003). Motivation, altruism and generalized compliance: A field study of organizational citizenship behaviors. Psychological Reports, 92, 498-502.
  • Barbuto, J. E., Jr. (2006). Four classification schemes of adult motivation: Current views and measures. Perceptual and Motor Skills, 106, 563-575.
  • Barnard, C. I. (1971). The functions of the executive. New York: Harvard University Press.
  • Bartikowski, B., Walsh, G., Beatty, S.E. (2011). Culture and age as moderators in the corporate reputation and loyalty relationship. Journal of Business Research, 64, 966-972.
  • Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73, 383-406. Bontis, N., Keow, W.C. and Richardson, S.(2000). Intellectual capita and business performance in Malaysian Industries. Journal of Intellectual Capital, 1, 85-100.
  • Bove, L.L., Robertson, N.L., Pervan. (2003). Customer citizenship behaviours: Towards the development of a typology. Australian and New Zealand Marketing Academy Conference bildiriler kitabı içinde (ss: 331-338). Adelaide: Adelaide University of South Australia.
  • Bove, L. L., Pervan, S. J., Beatty, S. E., & Shiu, E. (2009). Service worker role in encouraging customer organizational citizenship behaviors. Journal of Business Research, 62, 698-705.
  • Cheng, J.C., Luo, S., Yen, C., Yang, Y. (2016). Brand attachment and customer citizenship behaviors. The Service Industries Journal, 36, 263-277.
  • Deci, E. L., & Ryan, R. M. (1985). Intrinsic motivation and self-determination in human behavior. New York: Plenum.
  • Devrani, T., Tüzün, İ. (2008). Müşteri vatandaşlık davranışının öncüllerinin belirlenmesine yönelik bir araştırma. İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 7, 193-208.
  • Di, E., Huang, C., Chen, I., Yu, T. (2010). Organizational justice and customer citizenship behavior of retail industries. The Service Industries Journal, 30 (11), 1919-1934.
  • Foa, U. G. (1971).Interpersonal and economic resources. Science (Ocak),171-345.
  • Fowler, J. (2013). Customer citizenship behavior: An expanded theoretical understanding. International Journal of Business and Social Science, 4, 1-8.
  • Gremler, D. D. & Brown, S. W. (1999). The royalty ripple effect: Appreciating the full value of customers. International Journal of Service Industry Management, 10, 271-91.
  • Groth, M. (2005). Customers as good soldiers: Examining customer citizenship behaviors in internet service deliveries. Journal of Management, 31, 7-27.
  • Guo, G. & Zhou, X. (2013). Research on organizational citizenship behavior, trust and customer citizenship behavior. International Journal of Business and Management, 16, 86-90
  • Hanifan, L. J. (1916). The Rural School Community Center. The Annals of the American Academy of Political and Social Science, 67, 130-138.
  • Hibbert, S., Horne, S. (1996). GGiving to charity: questioning the donor decision process. Journal of Consumer Marketing , 13, 4-13.
  • Jahn, S., Gaus, H., Kiessling, T. (2012). Trust, commitment, and older women: Exploring brand attachment differences in elderly segment. Psychology & Marketing, 29 (6), 445-457.
  • Jeong, H. & Moon, J. (2009). Virtual social identity development for customer electronic word-of mouth participation, 15 Mart 2017 tarihinde http://iceb.nccu.edu.tw/proceedings/2009/243-249.pdf adresinden erişildi.
  • Katz, D. (1964). The motivational basis of organizational behavior. Behavioral Science, 9, 131-133.
  • Katz D & Kahn R L. (1966). The social psychology of organizations. New York: Wiley.
  • Keh, H.T., Xie, Y. (2009). Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment. Industrial Marketing Management, 98, 732-742.
  • Lii, Y. & Lee, M. (2012). Doing right leads to doing well: When the type of CSR and reputation interact to affect consumer evaluations of the firm. Journal of Business Ethics, 105, 69-81.
  • Madani, A. F., Hosseini, K. H. S., Kordnaeij, A., Isfahani, M. A. (2015). Intellectual capital: Investigating the role of customer citizenship behavior and employee citizenship behavior in banking industry in Iran. Management and Administrative Sciences Review, 4, 736-747
  • Martin, B. L., & Briggs, L. J. (1986). The affective and cognitive domains: Integration for theory and research. Englewood Cliffs, NJ: Educational Technology.
  • Mills, P. K. & Morris, J. H. (1986). Clients as partial employees of service organizations: Role development in client participation. Academy of Management Review, 7, 726-735.
  • Morrison, E.W. (1996). Organizational citizenship behavior as a critical link between HRM practices and service quality. Human Resource Management, 35, 493-512.
  • Nguyen, H., Groth, M., Walsh, G., Hennig-Thurau, T. (2014). The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation. Psychology and Marketing, 31 (12), 1096-1109.
  • Organ, D. W. (1988).Organizational citizenship: the good soldier syndrome. Lexington, MA: Lexington Books.
  • Organ, D. W., & Ryan, K. (1995). A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel Psychology, 48, 775–802.
  • Patterson, G. P., Razzaque, A. M., Terry C. S. L. (2003). Customer citizenship behaviour in service organisations: A social exchange model. 20 Mart 2017 tarihinde https://www.anzmac.org/conference_archive/2003/papers/SER01_pattersonp.pdf adresinden erişildi.
  • Portes, A. (1998). Social capital: Its origins and applications in modern sociology. Annual Review of Sociology, 24, 1-24.
  • Prakash, S. & Selle, P. (eds.) (2004). Investigating social capital: comparative perspectives on civil society, participation and governance. London: SAGE. Rosenbaum, M.S. & Massiah, C. (2007). When customers receive support from other customers: Exploring the influence of intercustomer social support on customer voluntary performance. Journal of Service Research, 9, 257-270.
  • Sargeant, A. (1999). Charitable giving: Towards a model of donor behavior. Journal of Marketing Management, 15, 215-238.
  • Schneider, B., & Bowen, D. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70, 423-433.
  • Smith, C. A., Organ, D. W., Near, J. P. (1983). Journal of Applied Psychology, 68, 653-663.
  • Tan, V. M., Quoquab, F. , Ahmad, Sh. F., Mohammad, J. (2016). Effect of self esteem on customer citizenship behaviors among international university branch campus students. International Review of Management and Marketing, 6, 467-475.
  • van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., vd. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13, 253–266.
  • Walsh, G. & Beatty, S.E. (2007). Customer- based corporate reputation of a service firm: scale development and validation. Journal of the Academy of Marketing Science, 35, 127-143.
  • Yang, S. & Qinhai, M. (2011). Review of customer citizenship behaviors scales in service perspective. International Conference on Information and Management Engineering bildiriler kitabı içinde (ss: 238-243). Berlin: Springer-Verlag Berlin Heidelberg.
  • Yi, Y. & Gong, T. (2008). The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior, Industrial Marketing Management, 1(5),1-17.
  • Zoghbi-Manrique-de-Lara, P., Suarez-Acosta, M. A., Aquiar-Quintana, T. (2014). Hotel guests’ responses to service recovery: How loyalty influences guest behavior, Cornell Hospitality Quarterly, 55, 152-164.
There are 48 citations in total.

Details

Journal Section Articles
Authors

Hediye Gamze Türkmen

Sinan Nardalı This is me

Publication Date November 29, 2017
Published in Issue Year 2017 16. UIK Special Issue

Cite

APA Türkmen, H. G., & Nardalı, S. (2017). MÜŞTERİ VATANDAŞLIK DAVRANIŞI LİTERATÜR TARAMASI. Uluslararası İktisadi Ve İdari İncelemeler Dergisi865-878. https://doi.org/10.18092/ulikidince.323660

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