PAZARLAMA LİTERATÜRÜNDE HİZMET KALİTESİ KAVRAMININ DÜNÜ VE BUGÜNÜ

Öz

Bu çalışma, hizmet kalitesi kavramı hakkında yayınlanmış olan temel makalelerle ilgili bir literatür taramasıdır. Makalelerin seçilmesinde Sosyal Bilimler Atıf İndeksi (SSCI) kapsamındaki dergiler kullanılmıştır. Çalışma, geleneksel hizmet kalitesi kavramının tarihi gelişim sürecinin, bu konu hakkında geliştirilmiş temel modellerin ve çalışmaların yanı sıra son yıllarda artarak araştırılan elektronik hizmet kalitesi kavramını da içermektedir. Bu çalışmanın, hizmet kalitesinin kavramsal ve metodolojik gelişimine katkıda bulunması ve gelecekte bu konu hakkında yapılacak olan çalışmalara ışık tutması amaçlanmaktadır.

  

Anahtar Kelimeler

• Hizmet kalitesi,elektronik hizmet kalitesi,literatür taraması

Milestones of Service Quality Concept in Marketing Literature

Öz

 

This study is a general compilation of the foregrounded studies on service quality concept that have been published so far. Journals within the context of Social Sciences Citation Index (SSCI) were used as the basis in the determination of the studies. The study embodies the historical progress of traditional service quality concept, the basic models developed on the subject and researches made on it including electronic service quality concept, an emerging research area of the recent years. This study aims at providing valuable inroads into the conceptual and methodological phases of service quality and is expected to enlighten the future research paths.

 

Anahtar Kelimeler

• Service quality,electronic service quality,literature review

Kaynakça

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