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

Özden Yurttakalan; Erkan Yıldız

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

Öz

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.

Anahtar Kelimeler

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Ayrıntılar

Birincil Dil

Türkçe

Konular

Hizmet Pazarlaması

Bölüm

Araştırma Makalesi

Yazarlar

Özden Yurttakalan
Türkiye

Erkan Yıldız ^* Bu kişi benim
Türkiye

Erken Görünüm Tarihi

28 Haziran 2023

Yayımlanma Tarihi

30 Haziran 2023

Gönderilme Tarihi

1 Kasım 2022

Kabul Tarihi

31 Mart 2023

Yayımlandığı Sayı

Yıl 2023 Cilt: 20 Sayı: 1

IZ

https://izlik.org/JA77DT96GH

Kaynak Göster

RIS / Bibtex

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. https://izlik.org/JA77DT96GH

AMA

1.Yurttakalan Ö, Yıldız E. Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü. Çağ Üniversitesi Sosyal Bilimler Dergisi. 2023;20(1):17-35. https://izlik.org/JA77DT96GH

Chicago

Yurttakalan, Özden, ve Erkan Yıldız. 2023. “Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü”. Çağ Üniversitesi Sosyal Bilimler Dergisi 20 (1): 17-35. https://izlik.org/JA77DT96GH.

EndNote

Yurttakalan Ö, Yıldız E (01 Haziran 2023) Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü. Çağ Üniversitesi Sosyal Bilimler Dergisi 20 1 17–35.

IEEE

[1]Ö. Yurttakalan ve E. Yıldız, “Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü”, Çağ Üniversitesi Sosyal Bilimler Dergisi, c. 20, sy 1, ss. 17–35, Haz. 2023, [çevrimiçi]. Erişim adresi: https://izlik.org/JA77DT96GH

ISNAD

Yurttakalan, Özden - Yıldız, Erkan. “Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü”. Çağ Üniversitesi Sosyal Bilimler Dergisi 20/1 (01 Haziran 2023): 17-35. https://izlik.org/JA77DT96GH.

JAMA

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

MLA

Yurttakalan, Özden, ve Erkan Yıldız. “Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü”. Çağ Üniversitesi Sosyal Bilimler Dergisi, c. 20, sy 1, Haziran 2023, ss. 17-35, https://izlik.org/JA77DT96GH.

Vancouver

1.Özden Yurttakalan, Erkan Yıldız. Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü. Çağ Üniversitesi Sosyal Bilimler Dergisi [Internet]. 01 Haziran 2023;20(1):17-35. Erişim adresi: https://izlik.org/JA77DT96GH