<?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE article PUBLIC "-//NLM//DTD JATS (Z39.96) Journal Publishing DTD v1.4 20241031//EN"
        "https://jats.nlm.nih.gov/publishing/1.4/JATS-journalpublishing1-4.dtd">
<article         dtd-version="1.4">
            <front>

                <journal-meta>
                                    <journal-id></journal-id>
            <journal-title-group>
                                                                                    <journal-title>Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Dergisi</journal-title>
            </journal-title-group>
                            <issn pub-type="ppub">1306-6730</issn>
                                        <issn pub-type="epub">1306-6293</issn>
                                                                                            <publisher>
                    <publisher-name>Eskişehir Osmangazi University</publisher-name>
                </publisher>
                    </journal-meta>
                <article-meta>
                                        <article-id/>
                                                                                                                                                                                            <title-group>
                                                                                                                        <article-title>Müşteri Memnuniyeti ve Müşteri-Çalışan Etkileşimi Üzerine Bir Araştırma</article-title>
                                                                                                                                                                                                <trans-title-group xml:lang="en">
                                    <trans-title>Müşteri Memnuniyeti ve Müşteri-Çalışan Etkileşimi Üzerine Bir Araştırma</trans-title>
                                </trans-title-group>
                                                                                                    </title-group>
            
                                                    <contrib-group content-type="authors">
                                                                        <contrib contrib-type="author">
                                                                <name>
                                    <surname>Tüzün</surname>
                                    <given-names>İpek Kalemci</given-names>
                                </name>
                                                                    <aff>Başkent Üniversitesi Ticari Bilimler Fakültesi</aff>
                                                            </contrib>
                                                    <contrib contrib-type="author">
                                                                <name>
                                    <surname>Devrani</surname>
                                    <given-names>Tülay Korkmaz</given-names>
                                </name>
                                                                    <aff>Başkent Üniversitesi Ticari Bilimler Fakültesi</aff>
                                                            </contrib>
                                                                                </contrib-group>
                        
                                        <pub-date pub-type="pub" iso-8601-date="20081001">
                    <day>10</day>
                    <month>01</month>
                    <year>2008</year>
                </pub-date>
                                        <volume>3</volume>
                                        <issue>2</issue>
                                        <fpage>13</fpage>
                                        <lpage>24</lpage>
                        
                        <history>
                                            </history>
                                        <permissions>
                    <copyright-statement>Copyright © 2006, Eskişehir Osmangazi University Journal of Economics and Administrative Sciences</copyright-statement>
                    <copyright-year>2006</copyright-year>
                    <copyright-holder>Eskişehir Osmangazi University Journal of Economics and Administrative Sciences</copyright-holder>
                </permissions>
            
                                                                                                <abstract><p>Tüm dünyada üniversiteler eğitim pazarındaki paylarını arttırmak için yoğun bir rekabetin içine  girmişlerdir  Nealon, 2005 . Bu nedenle, yükseköğretim yüksek rekabetin yaşandığı bir alan haline  gelmiştir  Ehrenberg, 2000 . Üniversiteler kayıtlı öğrenci sayılarını ve finansmanlarını arttırmak, iyi  bilinen bir üniversite olmak ve güven yaratmak yönünde artan bir rekabetle karşı karşıyadırlar   Brewer vd., 2002 .</p></abstract>
                                                                                    
            
                                                                                
                                                                                                                                                    </article-meta>
    </front>
    <back>
                            <ref-list>
                                    <ref id="ref1">
                        <label>1</label>
                        <mixed-citation publication-type="journal">Alves, H. ve Raposo, M. (2007), “Conceptual Model of Student Satisfaction in Higher Education”, Total Quality Management 18(5), 571-588.</mixed-citation>
                    </ref>
                                    <ref id="ref2">
                        <label>2</label>
                        <mixed-citation publication-type="journal">Anderson, E.W., Fornell, C. ve Lehmannn, D.R. (1994), “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden”, Journal of Marketing, 58, 53-66.</mixed-citation>
                    </ref>
                                    <ref id="ref3">
                        <label>3</label>
                        <mixed-citation publication-type="journal">Beatson, A. Lings, I. ve Gudergan, S. (2008), “Employee Behavior and Relationship Quality: Impact on Customers”, The Service Industries Journal., 28(2), 211-224.</mixed-citation>
                    </ref>
                                    <ref id="ref4">
                        <label>4</label>
                        <mixed-citation publication-type="journal">Berry, L.L., (1996), “Retailers with a Future”, Marketing Management, 5, 39-46.</mixed-citation>
                    </ref>
                                    <ref id="ref5">
                        <label>5</label>
                        <mixed-citation publication-type="journal">Bettencourt, L.A. (1997), “Customer Voluntary Performance: Customers as Partners in Service Delivery”, Journal of Retailing, 73, 383-406.</mixed-citation>
                    </ref>
                                    <ref id="ref6">
                        <label>6</label>
                        <mixed-citation publication-type="journal">Bitner, M.J. (1995), “Building Service Relationships: It’s All about Promises”, Journal of the Academy of Marketing Science, 23, 246-251.</mixed-citation>
                    </ref>
                                    <ref id="ref7">
                        <label>7</label>
                        <mixed-citation publication-type="journal">Brewer, D.J., Gates, S.M. ve Goldman, C.A. (2002), In Pursuit of Prestige: Strategy and Competition in U.S. Higher Education. New Brunswick, NJ: Transaction Publishers (RAND).</mixed-citation>
                    </ref>
                                    <ref id="ref8">
                        <label>8</label>
                        <mixed-citation publication-type="journal">Chao, P., Fu, H.P. ve Lu, I.Y. (2007), “Strengthening the Quality-Loyalty Linkage: The Role of Customer Orientation and Interpersonal Relationship” The Service Industries Journal, 27, 471- 494.</mixed-citation>
                    </ref>
                                    <ref id="ref9">
                        <label>9</label>
                        <mixed-citation publication-type="journal">Clow, K.E, Kurtz, D.L., Ozment J ve Ong, B.S.(1997), “The Antecedents of Consumer Expectation of Services: Empirical Study across Four Industries”, The Journal of Services Marketing, 11(4), 230- 248.</mixed-citation>
                    </ref>
                                    <ref id="ref10">
                        <label>10</label>
                        <mixed-citation publication-type="journal">Crosby, L.A. ve Stephens, N. (1987), “Effects of Relationship Marketing on Satisfaction, Retention and Prices in the Life Insurance Industry”, Journal of Marketing Research, 24, 404-411.</mixed-citation>
                    </ref>
                                    <ref id="ref11">
                        <label>11</label>
                        <mixed-citation publication-type="journal">Ehrenberg, R.G. (2000), “The Supply of American Higher Education Institutions”, Forum for the Future of Higher Education, September,Aspen, Co.</mixed-citation>
                    </ref>
                                    <ref id="ref12">
                        <label>12</label>
                        <mixed-citation publication-type="journal">Eskilden, J. (1999), “Benchmarking Student Satisfaction in Higher Education Based on the Ecsi Methodology”, TQM for Higher Education Institutions Conference: Higher Education Institutions And The Issue Of Total Quality, Verona, 30-31 August.</mixed-citation>
                    </ref>
                                    <ref id="ref13">
                        <label>13</label>
                        <mixed-citation publication-type="journal">Garbarino, E. ve Johnson, M. (1999) “The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationship”, Journal of Marketing, 63, 70-87.</mixed-citation>
                    </ref>
                                    <ref id="ref14">
                        <label>14</label>
                        <mixed-citation publication-type="journal">Garbarino, E. ve Johnson, M. (1999), “The Different Roles of Satisfaction, Trust and Commitment for Relational and Transactional Consumers”, Journal of Marketing, 63, 70-87.</mixed-citation>
                    </ref>
                                    <ref id="ref15">
                        <label>15</label>
                        <mixed-citation publication-type="journal">Grossman, R (1998) “Developing and Managing Effective Consumer Relationships”, Journal of Product Brand Management, 7, 1: 27-40.</mixed-citation>
                    </ref>
                                    <ref id="ref16">
                        <label>16</label>
                        <mixed-citation publication-type="journal">Groth, M. (2005), “Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries” Journal of Management, 13, 7-27.</mixed-citation>
                    </ref>
                                    <ref id="ref17">
                        <label>17</label>
                        <mixed-citation publication-type="journal">Gundlach, G.T. ve Murphy, P.E. (1993), “Ethical and Legal Foundations of Relational Marketing Exchanges”, Journal of Marketing, 57, 35-46.</mixed-citation>
                    </ref>
                                    <ref id="ref18">
                        <label>18</label>
                        <mixed-citation publication-type="journal">Homburg, C ve Stcok R.M. (2005), “Exploring the Conditions under Which Salesperson Satisfaction Can Lead the Customer Satisfaction”, Psychology and Marketing, 22(5), 393-420.</mixed-citation>
                    </ref>
                                    <ref id="ref19">
                        <label>19</label>
                        <mixed-citation publication-type="journal">Johnson, J.T., Barksdale, H. ve Boles, J.S. (2003), “Factors Associated with Customer Willingness to Refer Leads to Salespeople”, Journal of Business Research, 56, 257-263.</mixed-citation>
                    </ref>
                                    <ref id="ref20">
                        <label>20</label>
                        <mixed-citation publication-type="journal">Keaveney, S.M. (1995), “Customer Switching Behavior in Service Industries: An Exploratory Study”, Journal of Marketing, 59, 53-70.</mixed-citation>
                    </ref>
                                    <ref id="ref21">
                        <label>21</label>
                        <mixed-citation publication-type="journal">Kelley W.S. ve Davis, M.A. (1994), “ Antecedents to Customer Expectations for Service Recovery”, Journal of the Academy of Marketing Science,22, 52–61.</mixed-citation>
                    </ref>
                                    <ref id="ref22">
                        <label>22</label>
                        <mixed-citation publication-type="journal">Kelley, S.W. (1992), “Developing Customer Orientation among Service Employees”, Journal of Academy of Marketing Science, 20, 27-36.</mixed-citation>
                    </ref>
                                    <ref id="ref23">
                        <label>23</label>
                        <mixed-citation publication-type="journal">Kristensen, K. (1999), “Measurement Impact of Buying Behavior on Customer Satisfaction”, Total Quality Management, 4(5), 602-614.</mixed-citation>
                    </ref>
                                    <ref id="ref24">
                        <label>24</label>
                        <mixed-citation publication-type="journal">Leisen, B. ve Hyman, M. (2004). “Antecedents and Consequences of Trust in a Service Provider the Case of Primary Care physicians”, Journal of Business Ethics, 57, 990-999.</mixed-citation>
                    </ref>
                                    <ref id="ref25">
                        <label>25</label>
                        <mixed-citation publication-type="journal">Macintosh, G. ve Lockshin, L.S. (1997), “Retail Relationship and Store Loyalty: A Multi-Level Perspective”, International Journal of Research in Marketing, 14, 487-497.</mixed-citation>
                    </ref>
                                    <ref id="ref26">
                        <label>26</label>
                        <mixed-citation publication-type="journal">Morgan, R. ve Hunt, S. (1994). “The Commitment-Trust Theory of Relationship Marketing”, Journal of Marketing, 58, 20-38.</mixed-citation>
                    </ref>
                                    <ref id="ref27">
                        <label>27</label>
                        <mixed-citation publication-type="journal">Nealon, L. (2005), “Responsiveness to Students as Customers: The Reorganization of Service Delivery in the Enrollment Service Arena”, Unpublished doctoral dissertation, University of Pennsylvania.</mixed-citation>
                    </ref>
                                    <ref id="ref28">
                        <label>28</label>
                        <mixed-citation publication-type="journal">Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20(4), 418-430.</mixed-citation>
                    </ref>
                                    <ref id="ref29">
                        <label>29</label>
                        <mixed-citation publication-type="journal">Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20, 418–430.</mixed-citation>
                    </ref>
                                    <ref id="ref30">
                        <label>30</label>
                        <mixed-citation publication-type="journal">Paulin, M., Ferguson, R.J. ve Payaud, M. (2000), “Business Effectiveness and Professional Service Personnel-Relational or Transactional Managers?” European Journal of Marketing, 34, 453-71.</mixed-citation>
                    </ref>
                                    <ref id="ref31">
                        <label>31</label>
                        <mixed-citation publication-type="journal">Peppers, D. ve Rogers, M. (1997) Enterprise One to One, Dobleday, New York.</mixed-citation>
                    </ref>
                                    <ref id="ref32">
                        <label>32</label>
                        <mixed-citation publication-type="journal">Reichheld, F.F. (1996), The Loyalty Effect, Harvard Business School Press, Boston, Massachusetts. Schneider, B. (1987), “The People Make the Place”, Personnel Psychology, 40, 437-454.</mixed-citation>
                    </ref>
                                    <ref id="ref33">
                        <label>33</label>
                        <mixed-citation publication-type="journal">Schneider, B. ve Bowen, D.E. (1993), “The Service Organization: Human Resource Management Is Crucial”, Organizational Dynamics, 21, 39-52.</mixed-citation>
                    </ref>
                                    <ref id="ref34">
                        <label>34</label>
                        <mixed-citation publication-type="journal">Shaw, R.B. (1997), Trust in Balance: Building Successful Organizations on Results, Integrity and Concern, Jossey-Boss Publishers, San Francisco.</mixed-citation>
                    </ref>
                                    <ref id="ref35">
                        <label>35</label>
                        <mixed-citation publication-type="journal">Singh, J. (1991), “Understanding the Structure of Consumer’s Satisfaction Evaluations of Service Delivery”, Journal of the Academy of Marketing Science, 19 (3), 223-244.</mixed-citation>
                    </ref>
                                    <ref id="ref36">
                        <label>36</label>
                        <mixed-citation publication-type="journal">Sümer, N. (2000) “Yapısal Eşitlik Modelleri: Temel Kavramlar ve Örnek Uygulamalar” Türk Psikoloji Yazıları, 3(6), 49-74.</mixed-citation>
                    </ref>
                                    <ref id="ref37">
                        <label>37</label>
                        <mixed-citation publication-type="journal">Söderlund, M. (1998), “Customer Satisfaction and Its Consequences on Customer Behavior Revisited”, International Journal of Service Industry Management, 9(2), 169-188.</mixed-citation>
                    </ref>
                                    <ref id="ref38">
                        <label>38</label>
                        <mixed-citation publication-type="journal">Tax, S., Brown, S. ve Chandrashekaran, M. (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing”, Journal of Marketing, 60, 60-76.</mixed-citation>
                    </ref>
                                    <ref id="ref39">
                        <label>39</label>
                        <mixed-citation publication-type="journal">Webb, D. ve Jagun, A. (1997), “Customer Care, Customer Satisfaction, Value, Loyalty and Complaining Behavior: Validation in a UK University Setting”, Journal of Consumer Satisfaction and Dissatisfaction and Complaining Behavior, 10, 139-151.</mixed-citation>
                    </ref>
                                    <ref id="ref40">
                        <label>40</label>
                        <mixed-citation publication-type="journal">Westbrook, R.A. ve Oliver, R.L. (1991), “The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction”, Journal of Consumer Research, 18, 84-91.</mixed-citation>
                    </ref>
                                    <ref id="ref41">
                        <label>41</label>
                        <mixed-citation publication-type="journal">Yüksek Öğretim Koordinasyon Birimi (2007), “Yıllık Raporu”, http://www.yok.gov.tr/duyuru/vakif_rap.pdf (Erişim: 04.05.21008).</mixed-citation>
                    </ref>
                                    <ref id="ref42">
                        <label>42</label>
                        <mixed-citation publication-type="journal">Zeithaml, V., Berry, L. ve Parasuraman A. (1993), “The Nature and Determinants of Customer Expectations of Service”, Journal of the Academy of Marketing Science,21(1), 39-48.</mixed-citation>
                    </ref>
                            </ref-list>
                    </back>
    </article>
