TY  - JOUR
T1  - Müşteri Memnuniyeti ve Müşteri-Çalışan Etkileşimi Üzerine Bir Araştırma
TT  - Müşteri Memnuniyeti ve Müşteri-Çalışan Etkileşimi Üzerine Bir Araştırma
AU  - Tüzün, İpek Kalemci
AU  - Devrani, Tülay Korkmaz
PY  - 2008
DA  - October
JF  - Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Dergisi
PB  - Eskişehir Osmangazi Üniversitesi
WT  - DergiPark
SN  - 1306-6730
SP  - 13
EP  - 24
VL  - 3
IS  - 2
LA  - tr
AB  - 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 .
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CR  - 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.
CR  - 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.
CR  - Keaveney, S.M. (1995), “Customer Switching Behavior in Service Industries: An Exploratory Study”, Journal of Marketing, 59, 53-70.
CR  - 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.
CR  - Kelley, S.W. (1992), “Developing Customer Orientation among Service Employees”, Journal of Academy of Marketing Science, 20, 27-36.
CR  - Kristensen, K. (1999), “Measurement Impact of Buying Behavior on Customer Satisfaction”, Total Quality Management, 4(5), 602-614.
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CR  - 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.
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CR  - Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20, 418–430.
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CR  - Shaw, R.B. (1997), Trust in Balance: Building Successful Organizations on Results, Integrity and Concern, Jossey-Boss Publishers, San Francisco.
CR  - 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.
CR  - Sümer, N. (2000) “Yapısal Eşitlik Modelleri: Temel Kavramlar ve Örnek Uygulamalar” Türk Psikoloji Yazıları, 3(6), 49-74.
CR  - Söderlund, M. (1998), “Customer Satisfaction and Its Consequences on Customer Behavior Revisited”, International Journal of Service Industry Management, 9(2), 169-188.
CR  - Tax, S., Brown, S. ve Chandrashekaran, M. (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing”, Journal of Marketing, 60, 60-76.
CR  - 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.
CR  - Westbrook, R.A. ve Oliver, R.L. (1991), “The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction”, Journal of Consumer Research, 18, 84-91.
CR  - Yüksek Öğretim Koordinasyon Birimi (2007), “Yıllık Raporu”, http://www.yok.gov.tr/duyuru/vakif_rap.pdf (Erişim: 04.05.21008).
CR  - 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.
UR  - https://dergipark.org.tr/tr/pub/oguiibf/article/785705
ER  -