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Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü

Year 2023, Volume: 20 Issue: 1, 17 - 35, 30.06.2023

Abstract

Bu çalışmada müşteri vatandaşlığı davranışlarının himaye niyeti üzerindeki etkilerinin ortaya çıkarılması amaçlanmıştır. Aynı zamanda değişkenler arasındaki ilişkide genel hizmet kalitesinin aracılık rolüyle ilgili tespitler yapılmaya çalışılmıştır. Araştırma sonuçları yardım etme ile tolerans boyutlarının ve genel hizmet kalitesinin himaye niyeti üzerinde pozitif yönlü etkileri olduğunu ortaya çıkarmıştır. Genel hizmet kalitesi üzerinde de geri bildirim, tavsiye etme ve tolerans boyutlarının pozitif yönlü etkilerinin olduğu tespit edilmiştir. Aynı zamanda geri bildirim, tavsiye etme ve tolerans boyutlarıyla himaye niyeti arasındaki ilişkide genel hizmet kalitesinin aracılık rolü olduğu gözlemlenmiştir.

References

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Year 2023, Volume: 20 Issue: 1, 17 - 35, 30.06.2023

Abstract

References

  • Abramovitz, R., Z. (2000). Did Patronage Exist in Classical Athens, L'Antiquité Classique, 69, 65-80.
  • Adiele, K., Grend, M. ve Chinedu, E. (2015). Physical Evidence and Customer Patronage: An Empirical Study of Nigeria Banking Sector, British Journal of Economics, Management and Trade, 7(3), 188-199.
  • Aliyu, A.A. ve Tasmin R. (2012). The Impact of Information and Communication Technology on Banks Performance and Customer Service Delivery in the Banking Industry, International Journal of Latest Trends in Finance & Economic Sciences, 2(1), 80-90.
  • Asubonteng, P., McCleary, K. ve Swan, J. (1996). SERVQUAL Revisited: A Critical Review of Service Quality, The Journal of Services Marketing, 10(6), 62-81.
  • Bagozzi, R. ve Yi, Y. (1989). The Degree of Intention Formation as a Moderator of The Attitude-Behavior Relationship, Social Psychology Quarterly, 52(4), 266-279.
  • Baker, J., Parasuraman, A., Grewal, D. ve Voss, G. (2002). The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions, Journal of Marketing, 66, 120–141.
  • Barber, N., Goodman, R. J. ve Goh, B. K. (2011). Restaurant Consumers Repeat Patronage: A Service Quality Concern, International Journal of Hospitality Management, 30, 329–336.
  • Bartlett, J. E., Körtlik, J. W. ve Higgins, C. C. (2001). Organizational Research: Determining Appropriate Sample Size In Survey Research, Information Technology, Learning and Performance Journal, 19(1), 43-50.
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  • Bennett, R. ve Bove, L. (2002). Identifying The Key Issues For Measuring Loyalty, Australasian Journal of Market Research, 9(2), 27-44.
  • Bettencourt, L. (1997). Customer Voluntary Performance: Customers as Partners in Service Delivery, Journal of Retailing, 73(3), 383-406.
  • Blut, M., Teller, C. ve Flohba, A. (2018). Testing Retail Marketing-Mix Effects on Patronage: A Meta-Analysis, Journal of Retailing, 94(2), 113-135.
  • Bove, L., Pervan, S., Beatty, S. ve Shiu, E. (2009). Service Worker Role in Encouraging Customer Organizational Citizenship Behaviors, Journal of Business Research, 62, 698–705.
  • Bowen, D. (1986). Managing Customers as Human Resources in Service Organizations, Human Resource Management, 25(3), 371-383.
  • Bowers, M., Martin, C. ve Luker, A. (1990). Trading Places: Employees As Customers, Customers As Employees, The Journal of Services Marketing, 4(2), 55-69.
  • Chan, H., Wan, L. ve Sın, L. (20099. The Contrasting Effects of Culture on Consumer Tolerance: Interpersonal Face and Impersonal Fate, Journal of Consumer Research, 36, 292-304.
  • Cheah, J. H., Lim, X. J., Ting, H., Liu, Y. ve Ouach, S. (2020). Are Privacy Concerns Still Relevant? Revisiting Consumer Behaviour in Omnichannel Retailing, Journal of Retailing and Consumer Services, https://doi.org/10.1016/j.jretconser.2020.102242.
  • Chodorov, F. (1959). Free Will And The Market Place, The Freeman, 9(1), 41-50.
  • Choi, L. ve Hwang, J. (2019). The Role of Prosocial and Proactive Personality in Customer Citizenship Behaviors, Journal of Consumer Marketing, 36(2), 288-305.
  • Choi, L., Lotz, S. ve Kim, M. (2014). The Impact of Social Exchange-Based Antecedents on Customer Organizational Citizenship Behaviors (COCBs), Journal of Marketing Development and Competitiveness, 8(3), 11-24.
  • Coulanges, F. (1889). The Ancient City: A Study on the Religion, Laws, and Institutions of Greece and Rome, 7th Edition, Lee and Shepard Publishers.
  • Dang, V., Nguyen, N. ve Pervan, S. (2020). Retailer Corporate Social Responsibility And Consumer Citizenship Behavior: The Mediating Roles Of Perceived Consumer Effectiveness And Consumer Trust, Journal of Retailing and Consumer Services, 55, 1-10.
  • Darmayanti, D. ve Cahyano, H. (2014). The Influence of Perceived Service Quality, Attitudinal Loyalty and Corporate Social Responsibility on Repeat Patronage Intention in Retail Banking in Indonesia, Journal of Business and Retail Management Research (JBRMR), 8(2), 16-23.
  • Dawkins, P. ve Reichheld, F. (1990). Customer Retention As A Competitive Weapon, Directors & Board, 42-47.
  • Deb, M. ve Amawate, V. (2020). Extending The Knowledge on Cause-Related Marketing (CRM) Campaign With Focus on Skepticism, VINE Journal of Information and Knowledge Management Systems, 50(2), 329-348.
  • Di, E., Huang, C., Chen, H. ve Yu, C. (2010). Organisational Justice and Customer Citizenship Behaviour of Retail Industries, The Service Industries Journal, 30(11), 1919–1934.
  • Dick, A. ve Basu, K. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework, Journal of the Academy of Marketing Science, 22(2), 99-113.
  • Fen, Y. ve Lian, K. (2007). Service Quality And Customer Satisfaction: Antecedents Of Customer’s Re-Patronage Intentions, Sunway Academic Journal, 4, 59-73.
  • Ford, W. (1995). Evaluation of the Indirect Influence of Courteous Service on Customer Discretionary Behavior, Human Communication Research, 22(1), 65-89.
  • Gong, T. ve Yi, Y. (2021). A Review of Customer Citizenship Behaviors in the Service Context, The Service Industries Journal, 41(3-4), 169-199.
  • Goodwin, C. (1988). I Can Do It Myself: Training The Service Consumer To Contribute To Service Productivity, The Journal Of Services Marketing, 2(4), 71-78.
  • Grewal, D., Baker, J., Levy, M. ve Voss, G. (2003). The Effects Of Wait Expectations And Store Atmosphere Evaluations On Patronage Intentions In Service-Intensive Retail Stores, Journal of Retailing, 79, 259-268.
  • Groth, M., Mertens, D. ve Murphy, R. (2005). Customers As Good Soldiers: Extending Organizational Citizenship Behavior Research To The Customer Domain, In: Handbook of Organizational Citizenship Behavior, Chapter 19, 413-433.
  • Groth, M. (2005). Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries, Journal of Management, 31(1), 7-27.
  • Grönroos, C. (1984). A Service Quality Model and its Marketing Implications, European Journal of Marketing, 18(4), 36-44.
  • Grönroos, C. (2001). The Perceived Service Quality Concept - A Mistake?, Managing Service Quality, 11(3), 150-152.
  • Guo, L., Arnould, E., Gruen, T. ve Tang, C. (2013). Socializing to Co-Produce: Pathways to Consumers’ Financial Well-Being, Journal of Service Research, 16(4), 549-563.
  • Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E. ve Tatham, R. L. (2006). Multivariate Data Analysis, Upper Saddle River, NJ: Pearson Prentice Hall.
  • Hair, J. F., Hult, G. T. M., Ringle, C. M. ve Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd Ed.), Thousand Oaks, CA: Sage.
  • Harsono, S. ve Widyantoro, H. (2021). Service-Oriented Organizational Citizenship Behavior, Service Quality and Customer Citizenship Behavior: Comparison of Implementation and Evolution From The Perspective Of Bank Customers, Market-Tržište, 33(1), 75-92.
  • Harvey, L. ve Knight, P. (1996). Transforming Higher Education, Published by SRHE and Open University Press.
  • Hebron M. (2018). Patronage in the Renaissance, In: Sgarbi M. (eds) Encyclopedia of Renaissance Philosophy, Springer, Cham. https://doi.org/10.1007/978-3-319-02848-4_1150-1.
  • Hegazy, N. (2016). Key Service Drivers for Building Strong Brand Equity in Higher Education: The Case of The Arab Academy for Science and Technology and Maritime Transport (AASTMT), JRL of The Faculty of Commerce For Scientific Research, 53(2).
  • Henseler, J., Ringle, C. M. ve Sarstedt, M. (2015). A New Criterion For Assessing Discriminant Validity in Varience-Based Structural Equation Modelling, Journal of the Academy of Marketing Science, 43, 115-135.
  • Herbig, P. ve Milewicz, J. (1993). The Relationship of Reputation and Credibility to Brand Success, Journal of Consumer Marketing, 10(3), 18-24.
  • Karahan, Ü. (2020). Hellen ve Roma Dünyasında Patronus-Cliens İlişkisi, Selçuk Üniversitesi Edebiyat Dergisi, 44, 527-546.
  • Katz , D. (1964). The Motivational Basis of Organizational Behavior. Behavioral Science, Journal of The Society for General Systems Research, 9(2), 131-146.
  • Kelly, S., Donnelly, J. ve Skinner, S. (1990). Customer Participation in Service Production and Delivery, Journal of Retailing, 66(3), 315-335.
  • Kemp, E., Jillapalli, R. ve Becerra, E. (2014). Healthcare Branding: Developing Emotionally Based Consumer–Brand Relationships, Journal of Services Marketing, 28(2), 126-137.
  • Kim, E. ve Yang, K. (2018). Self-Service Technologies (SSTs) Streamlining Consumer Experience in The Fashion Retail Stores: The Role of Perceived Interactivity, Journal of Global Fashion Marketing, 9(4), 287-304.
  • Korshin, P. J. (1974). Types of Eighteenth-Century Literary Patronage. Eighteenth-Century Studies, The Johns Hopkins University Press, 7(4), 453-473.
  • Kosiba, J., Acheampong, A., Adeola, O. ve Hinson, R. (2020). The Moderating Role of Demographic Variables on Customer Expectations in Airport Retail Patronage Intentions of Travellers, Journal of Retailing and Consumer Services, 54.
  • Kumar, M., Raju, N. ve Kumar, S. (2016). Quality of Quality Definitions, An Analysis International Journal of Scientific Engineering and Technology, 5(3), 142-148.
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There are 93 citations in total.

Details

Primary Language Turkish
Subjects Service Marketing
Journal Section Articles
Authors

Özden Yurttakalan

Erkan Yıldız This is me

Early Pub Date June 28, 2023
Publication Date June 30, 2023
Published in Issue Year 2023 Volume: 20 Issue: 1

Cite

APA Yurttakalan, Ö., & Yıldız, E. (2023). Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü. Çağ Üniversitesi Sosyal Bilimler Dergisi, 20(1), 17-35.