AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS

Arzu Şengül

AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS

Year 2009, Volume: 9 Issue: 4, 1193 - 1211, 01.11.2009

Abstract

Most service provision takes place within the context of a social relationship between customers and front-desk-services personnel in a firm, and especially in services where the interaction between these two sides is high, the level of relational quality is a major factor for customer satisfaction. Therefore, it is highly important to consider and train the personnel employed in the boundary where the service is provided by a firm and received by customers as emotional labourers, to improve relational quality of the service as a relational marketing strategy, and to employ appropriate methods on this head to enable a firm gain a competitive edge in the market through the use of such intangible tools

Keywords

Relational Quality, Emotional Labourer, Front Desk Service Personnel

References

Akgeyik T. , (1997), “Kamu Hizmetlerinde Yeni Kalite Anlayışı”, Celal Bayar Üniversitesi I. I. B. F. Dergisi, Sayı, 3, ss, 2-9
Bagozzi R. P. , M. Gopinath, P. U. Nyer, (1999), “The Role of Emotions in Marketing”, Journal of the Academy of Marketing Science, Vol, 27 (2), ss, 184- 206
Bakker, M., R. T. A. J. Leenders, S. M. Gabbay, J. Kratzer, J. M. L. Van Engelen, (2006), Is Trust Really Social Capital? Knowledge Sharing in Product Development Projects, The Learning Organization, Vol, 13, s, 594-605
Beatson, A., I. Lings, (2008), Employee Behaviour and Relationship Quality: Impact on Customers, Service Industries Journal, Vol, 28 (2), s, 211-223
Berry L. L. , (1995), ”Relationship Marketing of Servives-Growing Interest, Emerging Perspective”, Journal of the Academy of Marketing Science, Vol, 23 (4), ss, 236-245
Bhote K. R. , (1996), Beyond Customer Satisfaction To Customer Loyalty, AHA Publishing, NewYork, U. S. A.
Bitner M. J. , B. H. Booms, M. S. Tetreault, (1990), “The Service Encounter:Diagnosing Favorable and Unfavorable Incidents”, Journal of Marketing, Vol, 54, ss, 71-84
Bolton S. C. , (2001), “Changing Faces:Nurses as Emotional Jugglers”, Sociology of Health and Illness, Vol, 23 (1), ss, 85-100
Brotheridge M. C. , A. Grandey, (2002), “Emotional Labor and Burnout:Comparing Two Perspectives of “People Work”, Journal of Vocational Behavior, Vol, 60, ss, 17-39
Brotheridge C. M. , R. T. Lee, (2003), “Development and Validation of the Emotional Labor Scale”, Journal of Occupational and Organisational Psychology, Vol, 76 (3), ss, 365-379
Cheng, J. H. , F. Y. Chen, Y. H. Chang, (2008), Airline Relationship Quality: An Examination of Taiwanese Passengers, Tourism Management, Vol, 29, s, 487- 499
Chu H. L. K. , S. K. Murrmann, (2005), “Development and Validation of the Hospitality Emotional Labor Scale”, Tourism Management, ss, 1-11
Cohen D. , L. Prusak, (2001), Kavrayamadığımız Zenginlik; Kuruluşların Sosyal Sermayesi, Çev, A. Kardam, MESS Türkiye Metal Sanayicileri Sendikası, Acar Matbaacılık, İstanbul
Crosby L. A. , N. J. Stephens, (1987), “Effects of Relationship Marketing on Satisfaction, Retention and Prices in the Life Insurance Industry”, Journal of Marketing Research, Vol, 24, November, ss, 404-415
Crosby L. A. , K. R. Evans, D. Cowles, (1990), Relationship Quality in Services Selling: An Interpersonal Influence Perspective, Journal of Marketing, Vol, 54, s, 68-81
Diefendorff M. J. , M. H. Croyle, R. H. Gosserand, (2005), “The Dimensionality and Antecedents of Emotional Labor Strategies”, Journal of Vocational Beahavior, Vol, 66, ss, 339-357
Dressler G. , (1998), Management:Leading People and Organizations in the 21. Century, New Jersey, Prentice-Hall Inc
Fukuyama F. , (1998), Güven, Türkiye İş Bankası Kültür Yayınları, Birinci Basım, Çev: A. Buğdaycı, Ankara
Fynes, B., S. DeBurca, D. Marshall, (2004), Environmental Uncertainty, Supply Chain Relationship Quality and Performance, Journal of Purchasing and Supply Management, Vol, 10, s, 179-190
Geykens I. , J. B. E. M. Steenkamp, N. Kumar, (1999), “A Meta-Analysis of Satisfaction in Marketing Channel Relationships”, Journal of Marketing Research, Vol, 36, May, ss, 223-238
Glomb T. M. , M. J. Tews, (2004), “Emotional Labor:A Conceptualization and Scale Development”, Journal of Vocational Behavior, Vol, 64, ss, 1-23 Grandey A. , (2000), “Emotion Regulation in the Workplace:A New Way to Conceptualise Emotional Labor”, Journal of Occupational Health Psychology, Vol, 5, ss, 95-110
Grandey A. A. , G. M. Fisk, A. S. Mattila, K. J. Jansen, L. A. Sideman, (2005), “Is “Service With a Smile” Enough? Authenticity of Positive Displays During Service Encounters”, Organizational Behavior and Human Decision Processes, Vol, 96, ss, 38-55
Hansen H. , (2003), “Antecedents to Consumers’ Disclosing Intimacy With Service Employees”, Journal of Service Marketing, Vol, 17 (6), ss, 573-588 Hart W. C. , M. D. Johnson, (1999), “Growing The Trust Relationship”, Marketing Management, Vol, 8 (1), ss, 9-17
Henning-Thurau T. , A. Klee, (1997), “The Impact of Customer Satisfaction and Relationship Quality on Customer Retention:A Critical Reassessment and Model Development”, Psychology and Marketing, Vol, 14 (8), December, ss, 737-764
Holmlund M. , (2001), “The D&D Model:Dimensions and Domains of Relationsihp Quality Perceptions”, The Service Industries Journal, Vol, 21 (3), ss, 13-36
Huntley, J. K. , (2006), Conceptualization and Measurement of Relationship Quality: Linking Relationship Quality to Actual Sales and Recommendation Intention, Industrial Marketing Management, Vol, 35, s, 703-714 Hoyer, W. D., D. J. MacInnis, (1997), Consumer Behavior, Boston, Houghton Mifflin
Jordan P. J. , N. M. Ashkanasy, C. E. J. Hartel, (2003), “The Case for Emotional Intelligence in Organizational Research”, Academy of Management Review, Vol, 28, ss, 195-202
Kang, S.M., P. R. Shaver, S. Stanley, K. H. Min, H. Jin, (2003), Culture-Specific Patterns in the Prediction of Life Satisfaction: Roles of Emotion, Relationship Quality, and Self-Esteem, Personality and Social Psychology Bulletin, Vol, 29, s, 1596-1608
Kılıç S. , A. Göksel, (2007), “Tüketici Davranışları:İndirim Kartlarının Tüketici Satın Alma Karar Süreci Üzerindeki Etkisine Dair Ampirik Bir Çalışma” (www.gazi.edu.tr/web/agoksel/akademikcalışmalar/MKLindirimkartlari.pdf ), ss, 10-11
Kim, W. G. , Y. Cha, (2002), Antecedents and Consequences of Relationship Quality in Hotel Industry, International Journal of Hospitality Management, Vol, 21, s, 321-338
King C. A. , J. G. Garey, (1997), “Relational Quality in Service Encdunters”, Internatinal Journal of Hospitality Management, Vol, 16 (1), ss, 39-63
Lages, C., C. R. Lages, L. F. Lages, (2005), The REQUAL Scale: A Measure of Relationship Quality in Export Market Ventures, Journal of Business Research, Vol, 58, s, 1040-1048
Leisen B. , M. R. Hyman, (2004), “Antecedents and Consequences of trust in a service provider”, Journal of Business Research, Vol, 57 (9), ss, 990-999
Lewis J. D. , A. Weigert, (1985), “Trust As a Social Reality”, Social Forces, Vol, 63 (4), ss, 967-985, aktaran, Özbek F. , (2003), “İnsan İlişkilerinde Güvenin Yeri ve Önemi”, (www.ısguc.org.tr), Cilt, 6, Sayı, 1, s, 6
Liljander V. , T. Strandvik, (1997), “Emotions in Service Satisfaction”International Journal of Service Industry Management, Vol, 8 (2), ss, 148-169
Mann S. , (2005), “A Health-Care Model of Emotional Labour:An Evaluation of the Literature and Development of a model”, Journal of Health Organization and Manegement, Vol, 19 (4/5), ss, 304-317
Mooradian, T. B. Renzl, K. Matzler, (2006), Who Trusts? Personality, Trust and Knowledge Sharing, Management Learning, Vol, 37 (4), s, 523-540
Naude, P., F. Buttle, (2000), Assessing Relationship Quality, Industrial Marketing Management, Vol, 29, s, 351-361
Oliver R. L. , R. T. Rust, S. Varki, (1997), “Customer Delight:Foundations, Findings, and Managerial Insight”, Journal of Retailing, Vol, 73 (3), ss, 311-336
Örs H. , (2007), “Hizmet Sektöründe Rekabet Stratejisi Aracı Olarak İlişki Kalitesi:Ölçülmesi ve Müşteri Memnuniyeti İle İlişkisi”, Gazi Üniversitesi Endüstriyel Sanatlar Eğitim Fakültesi Dergisi, Sayı, 20, ss, 51-65
Panagopoulou E. , A. Montgomery, A. Benos, (2006), “Burnout in Internal Medicine Physicians:Differences Between Residents and Specialists”, European Journal of Internal Medicine, Vol, 17, ss, 195-200
Press I. , (2003), “Patient Satisfaction With the Outpatient Experience; How Does Your Organization Measure Up?”, Healthcare Executive, May/June Rauyruen, P., K. E. Miller, (2007), Relationsihp Quality as a Predictor of B2B Customer Loyalty, Journal of Business Research, Vol, 60, s, 21-31
Roberts K. , S. Varki, R. Brodie, (2003), “Measuring The Quality of Relationships in Consumer Services:An Emprical Study”, European Journal of Marketing, Vol, 37 (1/2), ss, 169-196
Sennett R. , (2002), Karakter Aşınması, Yeni Kapitalizmde İşin Kişilik Üzerindeki Etkileri, Çev. Barış Yıldırım, Ayrıntı Yayınları, İstanbul
Smith P. , D. Gray, (2000), “The Emotional Labour of Nursing:How Student and Qualified Nurses Learn to Care, South Bank University, London, aktaran, Mann S. , (2005), “A Health-Care Model of Emotional Labour:An Evaluation of the Literature and Development of a model”, Journal of Health Organization and Manegement, Vol, 19 (4/5), ss, 304-317
Somnath S. , J. J. Arbelaez, J. Cooper, A. Lisa, (2003), “Patient-Physician Relationships and Racial Disparities İn the Quality of Health Care”, American Journal of Public Health, Vol, 93 (10), ss, 1713-1719
Steiber S. R. , W. J. Krowinski, (1990), Measuring and Managing Patient Satisfaction, AHA American Hospital Publishing, Inc. , An American Hospital Association Company
Storbacka K. , T. Strandvik, C. Grönroos, (1994), “Managing Customer Relationships for Profit:The Dynamics of Relationship Quality”, International Journal of Service Industry Management, Vol, 5 (5), ss, 21-38
Telman N. , P. Ünsal, (2004), Çalışan Memnuniyeti. 1. Baskı, Epsilon Yayıncılık, İstanbul
Thomas R. K. , (2003), “Treating Patients Like Customers”, Marketing Health Services, Vol, 23 (2), ss, 38-43
Tseng, Y. M. , (2005), How Can Marketing Tactics Build Behavioral Loyalty?, The Business Review, Vol, 3, s, 298-302
Uyguç N. , (1998), Hizmet Sektöründe Kalite Yönetimi; Stratejik Bir Yaklaşım, Dokuz Eylül Yayınları, 1. Baskı, Aralık, İzmir
Visser M. R. , E. M. Smets, F. J. Oort, (2003), “Stres, Satisfaction and Burnout Among Dutch Medical Specialists, Canadian Medical Association Journal, Vol, 168 (3), ss, 271-276
Vitello-Cicciu J. M. , (2003), “Innovative Leadership Through Emotional Intelligence”, nursing Management, Vol, 34 (10), ss, 28-34
Willem, A. H. Scarbrough, (2006), Social Capital and Political Bias in Knowledge Sharing: An Exploratory Study, Human Relations, Vol, 59 (10), s, 1343-1370
Wong A. , (2004), “The Role of Emotional Satisfaction in Service Encounters”, Managing Service Quality, Vol, 14 (5), ss, 365-376
Woo, K-Shing, C. T. Ennew, (2004), Business-to-Business Relationship Quality: An IMP Interaction Based Conceptualization and Measurement . European Journal of Marketing, Vol. 38 (9/10), s, 1252-1271
Yoon M. H. , J. Suh, (2003), “Organizational Citizenship Behaviors and Service Quality as External Effectiveness of Contact Employees”, Journal of Business Research, Vol, 56, ss, 597-611
Zapf D. , (2002), “Emotion Work and Psychological Well-Being:A Review of the Literature and Some Conceptual Considerations”, Human Resource Management Review, Vol, 12, ss, 237-268.

HİZMET İŞLETMELERİNDE YÜKSEK İLİŞKİ KALİTESİNE ULAŞILMASINDA SINIR BİRİM İŞGÖRENLERİNİN DUYGU İŞÇİSİ OLARAK DEĞERLENDİRİLMESİ

Year 2009, Volume: 9 Issue: 4, 1193 - 1211, 01.11.2009

Arzu Şengül

Abstract

Çoğu hizmetler, doğrudan müşteri ile sınır birimde hizmet veren işletme personeli arasındaki sosyal davranışların bir sonucu olmakta, dolayısıyla müşteri ve işgören etkileşiminin yüksek olduğu hizmetlerde ilişki kalitesi, müşteri tatmini için temel bir faktör olmaktadır. Bu nedenle hizmet işletmelerinde elle tutulamayan, gözle görülemeyen bir rekabet aracı olarak ilişki kalitesinin iyileştirilmesi, ilişkisel pazarlama anlayışından başlamak üzere, uygun yönetim tekniklerinin devreye sokulması ve sınır birimde istihdam edilecek kişilerin duygusal emek çerçevesinde duygu işçisi olarak değerlendirilmesi önem kazanmaktadır

Keywords

İlişki Kalitesi, Duygu İşçisi, Sınır Birim İşgöreni

References

Akgeyik T. , (1997), “Kamu Hizmetlerinde Yeni Kalite Anlayışı”, Celal Bayar Üniversitesi I. I. B. F. Dergisi, Sayı, 3, ss, 2-9
Bagozzi R. P. , M. Gopinath, P. U. Nyer, (1999), “The Role of Emotions in Marketing”, Journal of the Academy of Marketing Science, Vol, 27 (2), ss, 184- 206
Bakker, M., R. T. A. J. Leenders, S. M. Gabbay, J. Kratzer, J. M. L. Van Engelen, (2006), Is Trust Really Social Capital? Knowledge Sharing in Product Development Projects, The Learning Organization, Vol, 13, s, 594-605
Beatson, A., I. Lings, (2008), Employee Behaviour and Relationship Quality: Impact on Customers, Service Industries Journal, Vol, 28 (2), s, 211-223
Berry L. L. , (1995), ”Relationship Marketing of Servives-Growing Interest, Emerging Perspective”, Journal of the Academy of Marketing Science, Vol, 23 (4), ss, 236-245
Bhote K. R. , (1996), Beyond Customer Satisfaction To Customer Loyalty, AHA Publishing, NewYork, U. S. A.
Bitner M. J. , B. H. Booms, M. S. Tetreault, (1990), “The Service Encounter:Diagnosing Favorable and Unfavorable Incidents”, Journal of Marketing, Vol, 54, ss, 71-84
Bolton S. C. , (2001), “Changing Faces:Nurses as Emotional Jugglers”, Sociology of Health and Illness, Vol, 23 (1), ss, 85-100
Brotheridge M. C. , A. Grandey, (2002), “Emotional Labor and Burnout:Comparing Two Perspectives of “People Work”, Journal of Vocational Behavior, Vol, 60, ss, 17-39
Brotheridge C. M. , R. T. Lee, (2003), “Development and Validation of the Emotional Labor Scale”, Journal of Occupational and Organisational Psychology, Vol, 76 (3), ss, 365-379
Cheng, J. H. , F. Y. Chen, Y. H. Chang, (2008), Airline Relationship Quality: An Examination of Taiwanese Passengers, Tourism Management, Vol, 29, s, 487- 499
Chu H. L. K. , S. K. Murrmann, (2005), “Development and Validation of the Hospitality Emotional Labor Scale”, Tourism Management, ss, 1-11
Cohen D. , L. Prusak, (2001), Kavrayamadığımız Zenginlik; Kuruluşların Sosyal Sermayesi, Çev, A. Kardam, MESS Türkiye Metal Sanayicileri Sendikası, Acar Matbaacılık, İstanbul
Crosby L. A. , N. J. Stephens, (1987), “Effects of Relationship Marketing on Satisfaction, Retention and Prices in the Life Insurance Industry”, Journal of Marketing Research, Vol, 24, November, ss, 404-415
Crosby L. A. , K. R. Evans, D. Cowles, (1990), Relationship Quality in Services Selling: An Interpersonal Influence Perspective, Journal of Marketing, Vol, 54, s, 68-81
Diefendorff M. J. , M. H. Croyle, R. H. Gosserand, (2005), “The Dimensionality and Antecedents of Emotional Labor Strategies”, Journal of Vocational Beahavior, Vol, 66, ss, 339-357
Dressler G. , (1998), Management:Leading People and Organizations in the 21. Century, New Jersey, Prentice-Hall Inc
Fukuyama F. , (1998), Güven, Türkiye İş Bankası Kültür Yayınları, Birinci Basım, Çev: A. Buğdaycı, Ankara
Fynes, B., S. DeBurca, D. Marshall, (2004), Environmental Uncertainty, Supply Chain Relationship Quality and Performance, Journal of Purchasing and Supply Management, Vol, 10, s, 179-190
Geykens I. , J. B. E. M. Steenkamp, N. Kumar, (1999), “A Meta-Analysis of Satisfaction in Marketing Channel Relationships”, Journal of Marketing Research, Vol, 36, May, ss, 223-238
Glomb T. M. , M. J. Tews, (2004), “Emotional Labor:A Conceptualization and Scale Development”, Journal of Vocational Behavior, Vol, 64, ss, 1-23 Grandey A. , (2000), “Emotion Regulation in the Workplace:A New Way to Conceptualise Emotional Labor”, Journal of Occupational Health Psychology, Vol, 5, ss, 95-110
Grandey A. A. , G. M. Fisk, A. S. Mattila, K. J. Jansen, L. A. Sideman, (2005), “Is “Service With a Smile” Enough? Authenticity of Positive Displays During Service Encounters”, Organizational Behavior and Human Decision Processes, Vol, 96, ss, 38-55
Hansen H. , (2003), “Antecedents to Consumers’ Disclosing Intimacy With Service Employees”, Journal of Service Marketing, Vol, 17 (6), ss, 573-588 Hart W. C. , M. D. Johnson, (1999), “Growing The Trust Relationship”, Marketing Management, Vol, 8 (1), ss, 9-17
Henning-Thurau T. , A. Klee, (1997), “The Impact of Customer Satisfaction and Relationship Quality on Customer Retention:A Critical Reassessment and Model Development”, Psychology and Marketing, Vol, 14 (8), December, ss, 737-764
Holmlund M. , (2001), “The D&D Model:Dimensions and Domains of Relationsihp Quality Perceptions”, The Service Industries Journal, Vol, 21 (3), ss, 13-36
Huntley, J. K. , (2006), Conceptualization and Measurement of Relationship Quality: Linking Relationship Quality to Actual Sales and Recommendation Intention, Industrial Marketing Management, Vol, 35, s, 703-714 Hoyer, W. D., D. J. MacInnis, (1997), Consumer Behavior, Boston, Houghton Mifflin
Jordan P. J. , N. M. Ashkanasy, C. E. J. Hartel, (2003), “The Case for Emotional Intelligence in Organizational Research”, Academy of Management Review, Vol, 28, ss, 195-202
Kang, S.M., P. R. Shaver, S. Stanley, K. H. Min, H. Jin, (2003), Culture-Specific Patterns in the Prediction of Life Satisfaction: Roles of Emotion, Relationship Quality, and Self-Esteem, Personality and Social Psychology Bulletin, Vol, 29, s, 1596-1608
Kılıç S. , A. Göksel, (2007), “Tüketici Davranışları:İndirim Kartlarının Tüketici Satın Alma Karar Süreci Üzerindeki Etkisine Dair Ampirik Bir Çalışma” (www.gazi.edu.tr/web/agoksel/akademikcalışmalar/MKLindirimkartlari.pdf ), ss, 10-11
Kim, W. G. , Y. Cha, (2002), Antecedents and Consequences of Relationship Quality in Hotel Industry, International Journal of Hospitality Management, Vol, 21, s, 321-338
King C. A. , J. G. Garey, (1997), “Relational Quality in Service Encdunters”, Internatinal Journal of Hospitality Management, Vol, 16 (1), ss, 39-63
Lages, C., C. R. Lages, L. F. Lages, (2005), The REQUAL Scale: A Measure of Relationship Quality in Export Market Ventures, Journal of Business Research, Vol, 58, s, 1040-1048
Leisen B. , M. R. Hyman, (2004), “Antecedents and Consequences of trust in a service provider”, Journal of Business Research, Vol, 57 (9), ss, 990-999
Lewis J. D. , A. Weigert, (1985), “Trust As a Social Reality”, Social Forces, Vol, 63 (4), ss, 967-985, aktaran, Özbek F. , (2003), “İnsan İlişkilerinde Güvenin Yeri ve Önemi”, (www.ısguc.org.tr), Cilt, 6, Sayı, 1, s, 6
Liljander V. , T. Strandvik, (1997), “Emotions in Service Satisfaction”International Journal of Service Industry Management, Vol, 8 (2), ss, 148-169
Mann S. , (2005), “A Health-Care Model of Emotional Labour:An Evaluation of the Literature and Development of a model”, Journal of Health Organization and Manegement, Vol, 19 (4/5), ss, 304-317
Mooradian, T. B. Renzl, K. Matzler, (2006), Who Trusts? Personality, Trust and Knowledge Sharing, Management Learning, Vol, 37 (4), s, 523-540
Naude, P., F. Buttle, (2000), Assessing Relationship Quality, Industrial Marketing Management, Vol, 29, s, 351-361
Oliver R. L. , R. T. Rust, S. Varki, (1997), “Customer Delight:Foundations, Findings, and Managerial Insight”, Journal of Retailing, Vol, 73 (3), ss, 311-336
Örs H. , (2007), “Hizmet Sektöründe Rekabet Stratejisi Aracı Olarak İlişki Kalitesi:Ölçülmesi ve Müşteri Memnuniyeti İle İlişkisi”, Gazi Üniversitesi Endüstriyel Sanatlar Eğitim Fakültesi Dergisi, Sayı, 20, ss, 51-65
Panagopoulou E. , A. Montgomery, A. Benos, (2006), “Burnout in Internal Medicine Physicians:Differences Between Residents and Specialists”, European Journal of Internal Medicine, Vol, 17, ss, 195-200
Press I. , (2003), “Patient Satisfaction With the Outpatient Experience; How Does Your Organization Measure Up?”, Healthcare Executive, May/June Rauyruen, P., K. E. Miller, (2007), Relationsihp Quality as a Predictor of B2B Customer Loyalty, Journal of Business Research, Vol, 60, s, 21-31
Roberts K. , S. Varki, R. Brodie, (2003), “Measuring The Quality of Relationships in Consumer Services:An Emprical Study”, European Journal of Marketing, Vol, 37 (1/2), ss, 169-196
Sennett R. , (2002), Karakter Aşınması, Yeni Kapitalizmde İşin Kişilik Üzerindeki Etkileri, Çev. Barış Yıldırım, Ayrıntı Yayınları, İstanbul
Smith P. , D. Gray, (2000), “The Emotional Labour of Nursing:How Student and Qualified Nurses Learn to Care, South Bank University, London, aktaran, Mann S. , (2005), “A Health-Care Model of Emotional Labour:An Evaluation of the Literature and Development of a model”, Journal of Health Organization and Manegement, Vol, 19 (4/5), ss, 304-317
Somnath S. , J. J. Arbelaez, J. Cooper, A. Lisa, (2003), “Patient-Physician Relationships and Racial Disparities İn the Quality of Health Care”, American Journal of Public Health, Vol, 93 (10), ss, 1713-1719
Steiber S. R. , W. J. Krowinski, (1990), Measuring and Managing Patient Satisfaction, AHA American Hospital Publishing, Inc. , An American Hospital Association Company
Storbacka K. , T. Strandvik, C. Grönroos, (1994), “Managing Customer Relationships for Profit:The Dynamics of Relationship Quality”, International Journal of Service Industry Management, Vol, 5 (5), ss, 21-38
Telman N. , P. Ünsal, (2004), Çalışan Memnuniyeti. 1. Baskı, Epsilon Yayıncılık, İstanbul
Thomas R. K. , (2003), “Treating Patients Like Customers”, Marketing Health Services, Vol, 23 (2), ss, 38-43
Tseng, Y. M. , (2005), How Can Marketing Tactics Build Behavioral Loyalty?, The Business Review, Vol, 3, s, 298-302
Uyguç N. , (1998), Hizmet Sektöründe Kalite Yönetimi; Stratejik Bir Yaklaşım, Dokuz Eylül Yayınları, 1. Baskı, Aralık, İzmir
Visser M. R. , E. M. Smets, F. J. Oort, (2003), “Stres, Satisfaction and Burnout Among Dutch Medical Specialists, Canadian Medical Association Journal, Vol, 168 (3), ss, 271-276
Vitello-Cicciu J. M. , (2003), “Innovative Leadership Through Emotional Intelligence”, nursing Management, Vol, 34 (10), ss, 28-34
Willem, A. H. Scarbrough, (2006), Social Capital and Political Bias in Knowledge Sharing: An Exploratory Study, Human Relations, Vol, 59 (10), s, 1343-1370
Wong A. , (2004), “The Role of Emotional Satisfaction in Service Encounters”, Managing Service Quality, Vol, 14 (5), ss, 365-376
Woo, K-Shing, C. T. Ennew, (2004), Business-to-Business Relationship Quality: An IMP Interaction Based Conceptualization and Measurement . European Journal of Marketing, Vol. 38 (9/10), s, 1252-1271
Yoon M. H. , J. Suh, (2003), “Organizational Citizenship Behaviors and Service Quality as External Effectiveness of Contact Employees”, Journal of Business Research, Vol, 56, ss, 597-611
Zapf D. , (2002), “Emotion Work and Psychological Well-Being:A Review of the Literature and Some Conceptual Considerations”, Human Resource Management Review, Vol, 12, ss, 237-268.

There are 59 citations in total.

Details

Other ID	JA74DT48EA
Journal Section	Research Article
Authors	Arzu Şengül This is me
Publication Date	November 1, 2009
Published in Issue	Year 2009 Volume: 9 Issue: 4

Cite

APA	Şengül, A. (2009). AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS. Ege Academic Review, 9(4), 1193-1211.
AMA	Şengül A. AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS. ear. November 2009;9(4):1193-1211.
Chicago	Şengül, Arzu. “AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS”. Ege Academic Review 9, no. 4 (November 2009): 1193-1211.
EndNote	Şengül A (November 1, 2009) AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS. Ege Academic Review 9 4 1193–1211.
IEEE	A. Şengül, “AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS”, ear, vol. 9, no. 4, pp. 1193–1211, 2009.
ISNAD	Şengül, Arzu. “AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS”. Ege Academic Review 9/4 (November 2009), 1193-1211.
JAMA	Şengül A. AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS. ear. 2009;9:1193–1211.
MLA	Şengül, Arzu. “AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS”. Ege Academic Review, vol. 9, no. 4, 2009, pp. 1193-11.
Vancouver	Şengül A. AN ASSESMENT OF THE BOUNDARY UNIT SERVICES PERSONNAL AS EMOTIONAL LABOURERS IN REACHING A SUPERIOR RELATIONAL QUALITY IN SERVICE BUSINESS. ear. 2009;9(4):1193-211.

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