Year 2008,
, 1 - 19, 01.02.2008
Abstract
Keywords
References
- BEARDEN, W.O./MASON, J.B. (1984), “An Investigation of Influences On Consumer Complaint Reports,” KINNEAR, T.C. (ed.), Advances in Consumer Research, Vol. 11, Association for Consumer Research, Provo, UT: 490-495.
- BLODGETT, J.G. (1994), “The Effects of Perceived Justice On Complainants' Repatronage Intentions And Negative Word-Of-Mouth Behavior,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 7: 1-14.
- BLODGETT, J.G./GRANBOIS, D.H./ WALTERS, R.G. (1993), “The Effects of Perceived Justice On Complainant's Negative Word-Of-Mouth Behavior and Repatronage Intentions,” Journal of Retailing, Vol. 69, Winter: 399-428.
- DAY, R.L./LANDON, E.L. Jr (1976), “Collecting Comprehensive Consumer Complaint Data by Survey Research,” ANDERSON, B.B. (ed.), Advances in Consumer Research, Vol. 3: 263–268.
- HAIR JR. Joseph/ROLPH E. Anderson/RONALD R. Tatham / BLACK, William C. (1998), Multivariate Data Analysis (New Jersey: Prentice-Hall, Fifth Edition).
- KIM, C./KIM, S./IM, S. / Shin, C. (2003), “The Effect of Attitude and Perception on Consumer Complaint Intentions,” The Journal of Consumer Marketing; 2003; 20, 4/5; ABI/INFORM Global: 352-371.
- KURTULUŞ, Kemal, (1998), Pazarlama Araştırmaları (İstanbul: Avcıol Basım Yayım).
- NAZİK, Hamil (1999), Türkiye`de Tüketici Profili (Ankara: T.C.STB, RTKGM, Yayın No: 1).
- NYER, P.U. (2000), “An Investigation into Whether Complaining Can Cause Increased Consumer Satisfaction,” Journal Of Consumer Marketing, Vol. 17, No. 1: 9–19.
- ÖZER, Hüseyin (2004), Nitel Değişkenli Ekonometrik Modeller (Ankara: Nobel Yayın Dağıtım). SAVAŞ, Vural (1983), İktisadi Analiz (İstanbul: AR Basım Yayım ve Dağıtım A.Ş., 3. Baskı).
- RICHINS, M. L. / VERHAGE, B. J. (1985), Seeking Redress for Consumer Dissatisfaction: The Role of Attitudes and Situational Factors, Volume 8, Number 1 / March: 29–44.
- SINGH, J. (1989), “Determinants of Consumers' Decisions to Seek Third Party Redress: An Empirical Study of Dissatisfied Patients” Journal of Consumer Affairs, Vol. 23, Winter: 329-363.
- SINGH, J./WILKES, R.E. (1996), “When Consumers Complain: A Path Analysis of The Key Antecedents of Consumer Complaint Response Estimates,” Journal of the Academy of Marketing Science, Vol. 24, No. 4: 350–365.
- SUJITHAMRAK, S. / LAM, T. (2005), “Relationship Between Customer Complaint Behavior and Demographic Characteristics: A Study of Hotel Restaurants,” Patrons, Asia Pacific Journal of Tourism Research, Vol. 10, No. 3:289-307.
- TARI, Recep (2002), Ekonometri (İstanbul: Alfa Basım Yayım Dağıtım Ltd.Şti.).
- TAX, S.S./BROWN, S.W./CHANDRASHEKARAN, M. (1998), “Customer Evaluations of Service Complaint Experiences: İmplications for Relationship Marketing,” Journal of Marketing, Vol. 62 (April): 60–76.
- TÜKETİCİ VAKFI (1998), Tüketici Kültür Ansiklopedisi (İstanbul: Cem Ofset Matbaacılık Sanayi A.Ş.).
- TÜSİAD (1990), AT’da Tüketiciyi Koruma Politikaları ve Türkiye’de Durum (İstanbul: Tüsiad, Yayın No: TÜSİAD-T/90.04.132).
- YAYLALI, Muammer (2004), Mikroiktisat, Cilt 1 (İstanbul: Beta Basım Dağıtım A.Ş., 3. Baskı).
- VALENZUELA, F. (2005), “Consumer Complaining Behavior: The Case of a South American Country, Chile Contemporary,” Management Research, Vol. 01, No. 01: 3–12.
- WESTBROOK, R.A. (1980), “Intra-Personal Affective Influences pn Consumer Satisfaction with Products," Journal of Consumer Research, Vol. 7 (June): 49–54.
Year 2008,
, 1 - 19, 01.02.2008
Abstract
Tüketim kuramında merkezi bir rol oynayan tüketicilerin amacı faydalarını maksimum düzeye çıkarmaktır. Satın almış olduğu mal ve hizmetten beklediği faydayı elde etmeyen tüketicilerin başvurduğu şikayet düşüncesini etkileyen faktörleri belirlemeyi amaçlayan bu çalışmada Erzurum il merkezinde yaşayan 543 tüketici üzerinde bir anket uygulanmıştır. Elde edilen verilerin değerlendirilmesinde Z testi ve Çoklu Regresyon analizi uygulanmıştır. Şikayete yönelik tutum, şikayetin algılanan değeri ve şikayetin başarılı olma olasılığının fark edilmesi %1 anlamlılık düzeyinde şikayet düşüncesi üzerinde etkili olduğu sonucuna ulaşılmıştır.
Keywords
Tüketici faydası şikayet düşüncesi şikayetin algılanan değeri şikayete yönelik tutum varyans artırıcı faktör
References
- BEARDEN, W.O./MASON, J.B. (1984), “An Investigation of Influences On Consumer Complaint Reports,” KINNEAR, T.C. (ed.), Advances in Consumer Research, Vol. 11, Association for Consumer Research, Provo, UT: 490-495.
- BLODGETT, J.G. (1994), “The Effects of Perceived Justice On Complainants' Repatronage Intentions And Negative Word-Of-Mouth Behavior,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 7: 1-14.
- BLODGETT, J.G./GRANBOIS, D.H./ WALTERS, R.G. (1993), “The Effects of Perceived Justice On Complainant's Negative Word-Of-Mouth Behavior and Repatronage Intentions,” Journal of Retailing, Vol. 69, Winter: 399-428.
- DAY, R.L./LANDON, E.L. Jr (1976), “Collecting Comprehensive Consumer Complaint Data by Survey Research,” ANDERSON, B.B. (ed.), Advances in Consumer Research, Vol. 3: 263–268.
- HAIR JR. Joseph/ROLPH E. Anderson/RONALD R. Tatham / BLACK, William C. (1998), Multivariate Data Analysis (New Jersey: Prentice-Hall, Fifth Edition).
- KIM, C./KIM, S./IM, S. / Shin, C. (2003), “The Effect of Attitude and Perception on Consumer Complaint Intentions,” The Journal of Consumer Marketing; 2003; 20, 4/5; ABI/INFORM Global: 352-371.
- KURTULUŞ, Kemal, (1998), Pazarlama Araştırmaları (İstanbul: Avcıol Basım Yayım).
- NAZİK, Hamil (1999), Türkiye`de Tüketici Profili (Ankara: T.C.STB, RTKGM, Yayın No: 1).
- NYER, P.U. (2000), “An Investigation into Whether Complaining Can Cause Increased Consumer Satisfaction,” Journal Of Consumer Marketing, Vol. 17, No. 1: 9–19.
- ÖZER, Hüseyin (2004), Nitel Değişkenli Ekonometrik Modeller (Ankara: Nobel Yayın Dağıtım). SAVAŞ, Vural (1983), İktisadi Analiz (İstanbul: AR Basım Yayım ve Dağıtım A.Ş., 3. Baskı).
- RICHINS, M. L. / VERHAGE, B. J. (1985), Seeking Redress for Consumer Dissatisfaction: The Role of Attitudes and Situational Factors, Volume 8, Number 1 / March: 29–44.
- SINGH, J. (1989), “Determinants of Consumers' Decisions to Seek Third Party Redress: An Empirical Study of Dissatisfied Patients” Journal of Consumer Affairs, Vol. 23, Winter: 329-363.
- SINGH, J./WILKES, R.E. (1996), “When Consumers Complain: A Path Analysis of The Key Antecedents of Consumer Complaint Response Estimates,” Journal of the Academy of Marketing Science, Vol. 24, No. 4: 350–365.
- SUJITHAMRAK, S. / LAM, T. (2005), “Relationship Between Customer Complaint Behavior and Demographic Characteristics: A Study of Hotel Restaurants,” Patrons, Asia Pacific Journal of Tourism Research, Vol. 10, No. 3:289-307.
- TARI, Recep (2002), Ekonometri (İstanbul: Alfa Basım Yayım Dağıtım Ltd.Şti.).
- TAX, S.S./BROWN, S.W./CHANDRASHEKARAN, M. (1998), “Customer Evaluations of Service Complaint Experiences: İmplications for Relationship Marketing,” Journal of Marketing, Vol. 62 (April): 60–76.
- TÜKETİCİ VAKFI (1998), Tüketici Kültür Ansiklopedisi (İstanbul: Cem Ofset Matbaacılık Sanayi A.Ş.).
- TÜSİAD (1990), AT’da Tüketiciyi Koruma Politikaları ve Türkiye’de Durum (İstanbul: Tüsiad, Yayın No: TÜSİAD-T/90.04.132).
- YAYLALI, Muammer (2004), Mikroiktisat, Cilt 1 (İstanbul: Beta Basım Dağıtım A.Ş., 3. Baskı).
- VALENZUELA, F. (2005), “Consumer Complaining Behavior: The Case of a South American Country, Chile Contemporary,” Management Research, Vol. 01, No. 01: 3–12.
- WESTBROOK, R.A. (1980), “Intra-Personal Affective Influences pn Consumer Satisfaction with Products," Journal of Consumer Research, Vol. 7 (June): 49–54.
There are 21 citations in total.
Details
| Primary Language | Turkish |
|---|---|
| Journal Section | Research Articles |
| Authors | |
| Publication Date | February 1, 2008 |
| Submission Date | July 31, 2014 |
| Published in Issue | Year 2008 |