PAZARLAMA LİTERATÜRÜNDE HİZMET KALİTESİ KAVRAMININ DÜNÜ VE BUGÜNÜ

Yıl 2009, Cilt: 27 Sayı: 2, 61 - 82, 31.12.2009

Serkan Akıncı , Eda Atılgan İnan Şafak Aksoy , Aslıhan Büyükküpcü

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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