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Müşteri Memnuniyeti ve Müşteri-Çalışan Etkileşimi Üzerine Bir Araştırma

Year 2008, Volume: 3 Issue: 2, 13 - 24, 01.10.2008

İpek Kalemci Tüzün Tülay Korkmaz Devrani

Abstract

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 .

References

  • Alves, H. ve Raposo, M. (2007), “Conceptual Model of Student Satisfaction in Higher Education”, Total Quality Management 18(5), 571-588.
  • 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.
  • Beatson, A. Lings, I. ve Gudergan, S. (2008), “Employee Behavior and Relationship Quality: Impact on Customers”, The Service Industries Journal., 28(2), 211-224.
  • Berry, L.L., (1996), “Retailers with a Future”, Marketing Management, 5, 39-46.
  • Bettencourt, L.A. (1997), “Customer Voluntary Performance: Customers as Partners in Service Delivery”, Journal of Retailing, 73, 383-406.
  • Bitner, M.J. (1995), “Building Service Relationships: It’s All about Promises”, Journal of the Academy of Marketing Science, 23, 246-251.
  • 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).
  • 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.
  • 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.
  • 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.
  • Ehrenberg, R.G. (2000), “The Supply of American Higher Education Institutions”, Forum for the Future of Higher Education, September,Aspen, Co.
  • 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.
  • Garbarino, E. ve Johnson, M. (1999) “The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationship”, Journal of Marketing, 63, 70-87.
  • 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.
  • Grossman, R (1998) “Developing and Managing Effective Consumer Relationships”, Journal of Product Brand Management, 7, 1: 27-40.
  • Groth, M. (2005), “Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries” Journal of Management, 13, 7-27.
  • Gundlach, G.T. ve Murphy, P.E. (1993), “Ethical and Legal Foundations of Relational Marketing Exchanges”, Journal of Marketing, 57, 35-46.
  • 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.
  • 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.
  • Keaveney, S.M. (1995), “Customer Switching Behavior in Service Industries: An Exploratory Study”, Journal of Marketing, 59, 53-70.
  • 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.
  • Kelley, S.W. (1992), “Developing Customer Orientation among Service Employees”, Journal of Academy of Marketing Science, 20, 27-36.
  • Kristensen, K. (1999), “Measurement Impact of Buying Behavior on Customer Satisfaction”, Total Quality Management, 4(5), 602-614.
  • 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.
  • 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.
  • Morgan, R. ve Hunt, S. (1994). “The Commitment-Trust Theory of Relationship Marketing”, Journal of Marketing, 58, 20-38.
  • Nealon, L. (2005), “Responsiveness to Students as Customers: The Reorganization of Service Delivery in the Enrollment Service Arena”, Unpublished doctoral dissertation, University of Pennsylvania.
  • Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20(4), 418-430.
  • Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20, 418–430.
  • 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.
  • Peppers, D. ve Rogers, M. (1997) Enterprise One to One, Dobleday, New York.
  • 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.
  • Schneider, B. ve Bowen, D.E. (1993), “The Service Organization: Human Resource Management Is Crucial”, Organizational Dynamics, 21, 39-52.
  • Shaw, R.B. (1997), Trust in Balance: Building Successful Organizations on Results, Integrity and Concern, Jossey-Boss Publishers, San Francisco.
  • 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.
  • Sümer, N. (2000) “Yapısal Eşitlik Modelleri: Temel Kavramlar ve Örnek Uygulamalar” Türk Psikoloji Yazıları, 3(6), 49-74.
  • Söderlund, M. (1998), “Customer Satisfaction and Its Consequences on Customer Behavior Revisited”, International Journal of Service Industry Management, 9(2), 169-188.
  • Tax, S., Brown, S. ve Chandrashekaran, M. (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing”, Journal of Marketing, 60, 60-76.
  • 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.
  • Westbrook, R.A. ve Oliver, R.L. (1991), “The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction”, Journal of Consumer Research, 18, 84-91.
  • Yüksek Öğretim Koordinasyon Birimi (2007), “Yıllık Raporu”, http://www.yok.gov.tr/duyuru/vakif_rap.pdf (Erişim: 04.05.21008).
  • 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.

Müşteri Memnuniyeti ve Müşteri-Çalışan Etkileşimi Üzerine Bir Araştırma

Year 2008, Volume: 3 Issue: 2, 13 - 24, 01.10.2008

İpek Kalemci Tüzün Tülay Korkmaz Devrani

Abstract

References

  • Alves, H. ve Raposo, M. (2007), “Conceptual Model of Student Satisfaction in Higher Education”, Total Quality Management 18(5), 571-588.
  • 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.
  • Beatson, A. Lings, I. ve Gudergan, S. (2008), “Employee Behavior and Relationship Quality: Impact on Customers”, The Service Industries Journal., 28(2), 211-224.
  • Berry, L.L., (1996), “Retailers with a Future”, Marketing Management, 5, 39-46.
  • Bettencourt, L.A. (1997), “Customer Voluntary Performance: Customers as Partners in Service Delivery”, Journal of Retailing, 73, 383-406.
  • Bitner, M.J. (1995), “Building Service Relationships: It’s All about Promises”, Journal of the Academy of Marketing Science, 23, 246-251.
  • 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).
  • 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.
  • 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.
  • 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.
  • Ehrenberg, R.G. (2000), “The Supply of American Higher Education Institutions”, Forum for the Future of Higher Education, September,Aspen, Co.
  • 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.
  • Garbarino, E. ve Johnson, M. (1999) “The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationship”, Journal of Marketing, 63, 70-87.
  • 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.
  • Grossman, R (1998) “Developing and Managing Effective Consumer Relationships”, Journal of Product Brand Management, 7, 1: 27-40.
  • Groth, M. (2005), “Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries” Journal of Management, 13, 7-27.
  • Gundlach, G.T. ve Murphy, P.E. (1993), “Ethical and Legal Foundations of Relational Marketing Exchanges”, Journal of Marketing, 57, 35-46.
  • 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.
  • 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.
  • Keaveney, S.M. (1995), “Customer Switching Behavior in Service Industries: An Exploratory Study”, Journal of Marketing, 59, 53-70.
  • 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.
  • Kelley, S.W. (1992), “Developing Customer Orientation among Service Employees”, Journal of Academy of Marketing Science, 20, 27-36.
  • Kristensen, K. (1999), “Measurement Impact of Buying Behavior on Customer Satisfaction”, Total Quality Management, 4(5), 602-614.
  • 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.
  • 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.
  • Morgan, R. ve Hunt, S. (1994). “The Commitment-Trust Theory of Relationship Marketing”, Journal of Marketing, 58, 20-38.
  • Nealon, L. (2005), “Responsiveness to Students as Customers: The Reorganization of Service Delivery in the Enrollment Service Arena”, Unpublished doctoral dissertation, University of Pennsylvania.
  • Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20(4), 418-430.
  • Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20, 418–430.
  • 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.
  • Peppers, D. ve Rogers, M. (1997) Enterprise One to One, Dobleday, New York.
  • 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.
  • Schneider, B. ve Bowen, D.E. (1993), “The Service Organization: Human Resource Management Is Crucial”, Organizational Dynamics, 21, 39-52.
  • Shaw, R.B. (1997), Trust in Balance: Building Successful Organizations on Results, Integrity and Concern, Jossey-Boss Publishers, San Francisco.
  • 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.
  • Sümer, N. (2000) “Yapısal Eşitlik Modelleri: Temel Kavramlar ve Örnek Uygulamalar” Türk Psikoloji Yazıları, 3(6), 49-74.
  • Söderlund, M. (1998), “Customer Satisfaction and Its Consequences on Customer Behavior Revisited”, International Journal of Service Industry Management, 9(2), 169-188.
  • Tax, S., Brown, S. ve Chandrashekaran, M. (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing”, Journal of Marketing, 60, 60-76.
  • 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.
  • Westbrook, R.A. ve Oliver, R.L. (1991), “The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction”, Journal of Consumer Research, 18, 84-91.
  • Yüksek Öğretim Koordinasyon Birimi (2007), “Yıllık Raporu”, http://www.yok.gov.tr/duyuru/vakif_rap.pdf (Erişim: 04.05.21008).
  • 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.
There are 42 citations in total.

Details

Primary Language Turkish
Journal Section Research Article
Authors

İpek Kalemci Tüzün This is me

Tülay Korkmaz Devrani This is me

Publication Date October 1, 2008
Published in Issue Year 2008 Volume: 3 Issue: 2

Cite

APA Tüzün, İ. K., & Devrani, T. K. (2008). Müşteri Memnuniyeti ve Müşteri-Çalışan Etkileşimi Üzerine Bir Araştırma. Eskişehir Osmangazi Üniversitesi İktisadi Ve İdari Bilimler Dergisi, 3(2), 13-24.