BibTex RIS Kaynak Göster

RELATIONSHIPS OF PERCEIVED VALUE, CUSTOMER ENGAGEMENT AND PERCEIVED FIRM PERFORMANCE

Yıl 2019, , 904 - 922, 01.10.2019
https://doi.org/10.17130/ijmeb.2019355056

Öz

This study investigates the relationship between perceived customer value, customer engagement and perceived firm performance value. At the same time, the concept and dimensions of customer engagement were examined in detail. We analyzed a sample of 413 people in Turkey. Questionnaire was used to collect data using convenience sampling method. Strutural equation modelling were used to analyse the data. Results revealed that perceived customer value positively effects the customer engagement and customer engagement has also positive effects on perceived firm performance value

Kaynakça

  • Abdul-Ghani, E., Hyde, K. F., & Marshall, R. (2011). Emic and etic interpretations of engagement with a consumer-to-consumer online auction site. Journal of Business Research, 64(10), 1060–1066.
  • Alexander, M., Jaakkola, E., & Hollebeek, L. D. (2018). Beyond the dyadic: Customer engagement in increasingly networked environments. Journal of Service Management, 29(3), 330–332.
  • Alvarez-Milán, A., Felix, R., Rauschnabel, P. A., & Hinsch, C. (2018 November). Strategic customer engagement marketing: A decision making framework. Journal of Business Research, 92, 61–70.
  • Bagozzi, R. P. (2010). Structural equation models are modelling tools with many ambiguities: Comments acknowledging the need for caution and humility in their use. Journal of Consumer Psychology, 20(2), 208–214.
  • Beckers, S. F. M., van Doorn, J., & Verhoef, P. C. (2018). Good, better, engaged? The effect of company- initiated customer engagement behavior on shareholder value. Journal of the Academy of Marketing Science, 46, 366–383.
  • Bijmolt, T. H. A., Leeflang, P. S. H., Block, F., Eisenbeiss, M., Hardie, B. G. S., Lemmens, A., & Saffert, P. (2010). Analytics for customer engagement. Journal of Service Research, 13(3), 341–356.
  • Bowden, J. (2009a). Customer engagement: A framework for assessing customer-brand relationships: The case of the restaurant industry. Journal of Hospitality and Leisure Marketing, 18(6), 574–596.
  • Bowden, J. (2009b). The process of customer engagement: A conceptual framework. The Journal of Marketing Theory and Practice, 17(1), 63–74.
  • Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271.
  • Bruneau, V., Swaen, V., & Zidda, P. (2018 October). Are loyalty program members really engaged? Measuring customer engagement with loyalty programs. Journal of Business Research, 91, 144– 158.
  • Büyüköztürk, Ş. (2002). Faktör analizi: temel kavramlar ve ölçek geliştirmede kullanımı. Kuram ve Uygulamada Eğitim Yönetimi, 47(32), 470–483.
  • Cambra-Fierro, J. J., Melero-Polo, I., & Vázquez-Carrasco, R. (2013). Customer engagement: Innovation in non-technical marketing processes. Innovation: Management, Policy and Practice, 15(3), 326–336.
  • Carlson, J., Rahman, M., Voola, R., & De Vries, N. (2018). Customer engagement behaviours in social media: Capturing innovation opportunities. Journal of Services Marketing, 32(1), 83–94.
  • Chan, T. K. H., Zheng, X., Cheung, C. M. K., Lee, M. K. O., & Lee, Z. W. Y. (2014). Antecedents and consequences of customer engagement in online brand communities. Journal of Marketing Analytics, 2(2), 81–97.
  • Chen, J.-S., Weng, H.-H., & Huang, C.-L. (2018). A multilevel analysis of customer engagement, its antecedents, and the effects on service innovation. Total Quality Management & Business Excellence, 29(3–4), 410–428.
  • Chu, S. C., Lien, C. H., & Cao, Y. (2018 May). Electronic word-of-mouth (eWOM) on WeChat: examining the influence of sense of belonging, need for self-enhancement, and consumer engagement on Chinese travellers’ eWOM. International Journal of Advertising, 1–24.
  • Eigenraam, A. W., Eelen, J., van Lin, A., & Verlegh, P. W. J. (2018). A consumer-based taxonomy of digital customer engagement practices. Journal of Interactive Marketing, 44, 102–121.
  • Enginkaya, E., & Esen, E. (2014). Dimensions of online customer engagement. Journal of Business, Economics & Finance, 3(1), 106–114.
  • Fehrer, J. A., Woratschek, H., Germelmann, C. C., & Brodie, R. J. (2018). Dynamics and drivers of customer engagement: Within the dyad and beyond. Journal of Service Management, 29(3), 443–467.
  • Field, A. (2019). Discovering statistics using Spss (3rd ed.). London: Sage Publications Ltd.
  • Gambetti, R. C., & Graffigna, G. (2010). The concept of engagement: A systematic analysis of the ongoing marketing debate. International Journal of Market Research, 52(6), 801–826.
  • Gambetti, R. C., Graffigna, G., & Biraghi, S. (2012). The Grounded Theory approach to consumer--brand engagement: The practitioner’s standpoint. International Journal of Market Research, 54(5), 659.
  • Gong, T. (2018). Customer brand engagement behavior in online brand communities. Journal of Services Marketing, 32(3), 286–299.
  • Gummerus, J., Liljander, V., Weman, E., & Pihlström, M. (2012). Customer engagement in a Facebook brand community. Management Research Review, 35(9), 857–877.
  • Gupta, S., Pansari, A., & Kumar, V. (2018). Global customer engagement. Journal of International Marketing, 26(1), 4–29.
  • Hair, J. F., Sarstedt, M., Pieper, T. M., & Ringle, C. M. (2012). The use of partial least squares structural equation modeling in strategic management research: A review of past practices and recommendations for future applications. Long Range Planning, 45(5–6), 320–340.
  • Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2017). Toward a theory of customer engagement marketing. Journal of the Academy of Marketing Science, 45(4), 312–335.
  • Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social media brands. Tourism Management, 59, 597–609.
  • Heinonen, K. (2018). Positive and negative valence influencing consumer engagement. Journal of Service Theory and Practice, 28(2), 147–169.
  • Hooper, D., Coughlan, J., & Mullen, M. R. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6(1), 53–60.
  • Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1–55.
  • Islam, J. U., & Rahman, Z. (2016). Linking customer engagement to trust and word-of-mouth on Facebook brand communities: An empirical study. Journal of Internet Commerce, 15(1), 40–58.
  • Itani, O. S., Kassar, A. N., & Loureiro, S. M. C. (2019 July). Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness. International Journal of Hospitality Management, 80, 78–90.
  • Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-creation: A service system perspective. Journal of Service Research, 17(3), 247–261.
  • Javornik, A., & Mandelli, A. (2012). Behavioral perspectives of customer engagement: An exploratory study of customer engagement with three Swiss FMCG brands. Journal of Database Marketing and Customer Strategy Management, 19(4), 300–310.
  • Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management, 33(4), 692–724.
  • Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: Capturing total customer engagement value. Journal of Service Research, 13(3), 297–310.
  • Marbach, J., Lages, C. R., & Nunan, D. (2016). Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management, 32(5–6), 502–525.
  • Moliner, M. Á., Monferrer-Tirado, D., & Estrada-Guillén, M. (2018). Consequences of customer engagement and customer self-brand connection. Journal of Services Marketing, 32(4), 387–399.
  • Mollen, A., & Wilson, H. (2010). Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives. Journal of Business Research, 63(9–10), 919–925.
  • Munyaradzi, W.N., & Saman, K. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270.
  • Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294–311.
  • Prentice, C., Han, X. Y., Hua, L.-L., & Hu, L. (2019 November). The influence of identity-driven customer engagement on purchase intention. Journal of Retailing and Consumer Services, 47, 339–347.
  • Prentice, C., & Loureiro, S. M. C. (2018 July). Consumer-based approach to customer engagement – The case of luxury brands. Journal of Retailing and Consumer Services, 43, 325–332.
  • Prentice, C., Wang, X., & Lin, X. (2018 Jun). An organic approach to customer engagement and loyalty. Journal of Computer Information Systems, 1–10.
  • Roberts, C., & Alpert, F. (2010). Total customer engagement: Designing and aligning key strategic elements to achieve growth. Journal of Product and Brand Management, 19(3), 198–209.
  • Roy, S. K., Balaji, M. S., Soutar, G., Lassar, W. M., & Roy, R. (2018a May). Customer engagement behavior in individualistic and collectivistic markets. Journal of Business Research, 86, 281–290.
  • Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018b September). Customer engagement behaviors: The role of service convenience, fairness and quality. Journal of Retailing and Consumer Services, 44, 293–304.
  • Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272.
  • So, K. K. F., King, C., & Sparks, B. (2014). Customer engagement with tourism brands: Scale development and validation. Journal of Hospitality and Tourism Research, 38(3), 304–329.
  • Thakur, R. (2018 March). Customer engagement and online reviews. Journal of Retailing and Consumer Services, 41, 48–59.
  • van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266.
  • van Tonder, E., & Petzer, D. J. (2018). The interrelationships between relationship marketing constructs and customer engagement dimensions. Service Industries Journal, 38(13–14), 948–973.
  • Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247–252.
  • Verleye, K., Gemmel, P., & Rangarajan, D. (2016). Engaged customers as job resources or demands for frontline employees? Journal of Service Theory and Practice, 26(3), 363–383.
  • Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. The Journal of Marketing Theory and Practice, 20(2), 122–146.
  • Wongkitrungrueng, A., & Assarut, N. (2018 August). The role of live streaming in building consumer trust and engagement with social commerce sellers. Journal of Business Research, 0–1.
  • Zeithaml, V. A. (1998). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.
  • Zhang, M., Guo, L., Hu, M., & Liu, W. (2017). Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation. International Journal of Information Management, 37(3), 229–240.

ALGILANAN DEĞER, MÜŞTERİ KATILIMI VE ALGILANAN FİRMA PERFORMANSI İLİŞKİSİ

Yıl 2019, , 904 - 922, 01.10.2019
https://doi.org/10.17130/ijmeb.2019355056

Öz

Bu çalışmanın amacı, algılanan müşteri değeri, müşteri katılımı ve algılanan firma performans değeri arasındaki ilişkiyi incelemektedir. Aynı zamanda müşteri katılımı kavramı ve boyutları ayrıntılı olarak incelenmiştir. Türkiye’de 413 kişiden oluşan bir örnek analiz edildi. Veriler kolayda örnekleme yöntemi kullanılarak toplanmıştır. Verilerin analizinde yapısal eşitlik modellemesi kullanılmıştır. Sonuçlar, algılanan müşteri değerinin müşteri katılımını olumlu yönde etkilediğini ve müşteri katılımının da algılanan firma performans değeri üzerinde olumlu etkileri olduğunu ortaya koymuştur.

Kaynakça

  • Abdul-Ghani, E., Hyde, K. F., & Marshall, R. (2011). Emic and etic interpretations of engagement with a consumer-to-consumer online auction site. Journal of Business Research, 64(10), 1060–1066.
  • Alexander, M., Jaakkola, E., & Hollebeek, L. D. (2018). Beyond the dyadic: Customer engagement in increasingly networked environments. Journal of Service Management, 29(3), 330–332.
  • Alvarez-Milán, A., Felix, R., Rauschnabel, P. A., & Hinsch, C. (2018 November). Strategic customer engagement marketing: A decision making framework. Journal of Business Research, 92, 61–70.
  • Bagozzi, R. P. (2010). Structural equation models are modelling tools with many ambiguities: Comments acknowledging the need for caution and humility in their use. Journal of Consumer Psychology, 20(2), 208–214.
  • Beckers, S. F. M., van Doorn, J., & Verhoef, P. C. (2018). Good, better, engaged? The effect of company- initiated customer engagement behavior on shareholder value. Journal of the Academy of Marketing Science, 46, 366–383.
  • Bijmolt, T. H. A., Leeflang, P. S. H., Block, F., Eisenbeiss, M., Hardie, B. G. S., Lemmens, A., & Saffert, P. (2010). Analytics for customer engagement. Journal of Service Research, 13(3), 341–356.
  • Bowden, J. (2009a). Customer engagement: A framework for assessing customer-brand relationships: The case of the restaurant industry. Journal of Hospitality and Leisure Marketing, 18(6), 574–596.
  • Bowden, J. (2009b). The process of customer engagement: A conceptual framework. The Journal of Marketing Theory and Practice, 17(1), 63–74.
  • Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271.
  • Bruneau, V., Swaen, V., & Zidda, P. (2018 October). Are loyalty program members really engaged? Measuring customer engagement with loyalty programs. Journal of Business Research, 91, 144– 158.
  • Büyüköztürk, Ş. (2002). Faktör analizi: temel kavramlar ve ölçek geliştirmede kullanımı. Kuram ve Uygulamada Eğitim Yönetimi, 47(32), 470–483.
  • Cambra-Fierro, J. J., Melero-Polo, I., & Vázquez-Carrasco, R. (2013). Customer engagement: Innovation in non-technical marketing processes. Innovation: Management, Policy and Practice, 15(3), 326–336.
  • Carlson, J., Rahman, M., Voola, R., & De Vries, N. (2018). Customer engagement behaviours in social media: Capturing innovation opportunities. Journal of Services Marketing, 32(1), 83–94.
  • Chan, T. K. H., Zheng, X., Cheung, C. M. K., Lee, M. K. O., & Lee, Z. W. Y. (2014). Antecedents and consequences of customer engagement in online brand communities. Journal of Marketing Analytics, 2(2), 81–97.
  • Chen, J.-S., Weng, H.-H., & Huang, C.-L. (2018). A multilevel analysis of customer engagement, its antecedents, and the effects on service innovation. Total Quality Management & Business Excellence, 29(3–4), 410–428.
  • Chu, S. C., Lien, C. H., & Cao, Y. (2018 May). Electronic word-of-mouth (eWOM) on WeChat: examining the influence of sense of belonging, need for self-enhancement, and consumer engagement on Chinese travellers’ eWOM. International Journal of Advertising, 1–24.
  • Eigenraam, A. W., Eelen, J., van Lin, A., & Verlegh, P. W. J. (2018). A consumer-based taxonomy of digital customer engagement practices. Journal of Interactive Marketing, 44, 102–121.
  • Enginkaya, E., & Esen, E. (2014). Dimensions of online customer engagement. Journal of Business, Economics & Finance, 3(1), 106–114.
  • Fehrer, J. A., Woratschek, H., Germelmann, C. C., & Brodie, R. J. (2018). Dynamics and drivers of customer engagement: Within the dyad and beyond. Journal of Service Management, 29(3), 443–467.
  • Field, A. (2019). Discovering statistics using Spss (3rd ed.). London: Sage Publications Ltd.
  • Gambetti, R. C., & Graffigna, G. (2010). The concept of engagement: A systematic analysis of the ongoing marketing debate. International Journal of Market Research, 52(6), 801–826.
  • Gambetti, R. C., Graffigna, G., & Biraghi, S. (2012). The Grounded Theory approach to consumer--brand engagement: The practitioner’s standpoint. International Journal of Market Research, 54(5), 659.
  • Gong, T. (2018). Customer brand engagement behavior in online brand communities. Journal of Services Marketing, 32(3), 286–299.
  • Gummerus, J., Liljander, V., Weman, E., & Pihlström, M. (2012). Customer engagement in a Facebook brand community. Management Research Review, 35(9), 857–877.
  • Gupta, S., Pansari, A., & Kumar, V. (2018). Global customer engagement. Journal of International Marketing, 26(1), 4–29.
  • Hair, J. F., Sarstedt, M., Pieper, T. M., & Ringle, C. M. (2012). The use of partial least squares structural equation modeling in strategic management research: A review of past practices and recommendations for future applications. Long Range Planning, 45(5–6), 320–340.
  • Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2017). Toward a theory of customer engagement marketing. Journal of the Academy of Marketing Science, 45(4), 312–335.
  • Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social media brands. Tourism Management, 59, 597–609.
  • Heinonen, K. (2018). Positive and negative valence influencing consumer engagement. Journal of Service Theory and Practice, 28(2), 147–169.
  • Hooper, D., Coughlan, J., & Mullen, M. R. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6(1), 53–60.
  • Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1–55.
  • Islam, J. U., & Rahman, Z. (2016). Linking customer engagement to trust and word-of-mouth on Facebook brand communities: An empirical study. Journal of Internet Commerce, 15(1), 40–58.
  • Itani, O. S., Kassar, A. N., & Loureiro, S. M. C. (2019 July). Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness. International Journal of Hospitality Management, 80, 78–90.
  • Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-creation: A service system perspective. Journal of Service Research, 17(3), 247–261.
  • Javornik, A., & Mandelli, A. (2012). Behavioral perspectives of customer engagement: An exploratory study of customer engagement with three Swiss FMCG brands. Journal of Database Marketing and Customer Strategy Management, 19(4), 300–310.
  • Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management, 33(4), 692–724.
  • Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: Capturing total customer engagement value. Journal of Service Research, 13(3), 297–310.
  • Marbach, J., Lages, C. R., & Nunan, D. (2016). Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management, 32(5–6), 502–525.
  • Moliner, M. Á., Monferrer-Tirado, D., & Estrada-Guillén, M. (2018). Consequences of customer engagement and customer self-brand connection. Journal of Services Marketing, 32(4), 387–399.
  • Mollen, A., & Wilson, H. (2010). Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives. Journal of Business Research, 63(9–10), 919–925.
  • Munyaradzi, W.N., & Saman, K. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270.
  • Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294–311.
  • Prentice, C., Han, X. Y., Hua, L.-L., & Hu, L. (2019 November). The influence of identity-driven customer engagement on purchase intention. Journal of Retailing and Consumer Services, 47, 339–347.
  • Prentice, C., & Loureiro, S. M. C. (2018 July). Consumer-based approach to customer engagement – The case of luxury brands. Journal of Retailing and Consumer Services, 43, 325–332.
  • Prentice, C., Wang, X., & Lin, X. (2018 Jun). An organic approach to customer engagement and loyalty. Journal of Computer Information Systems, 1–10.
  • Roberts, C., & Alpert, F. (2010). Total customer engagement: Designing and aligning key strategic elements to achieve growth. Journal of Product and Brand Management, 19(3), 198–209.
  • Roy, S. K., Balaji, M. S., Soutar, G., Lassar, W. M., & Roy, R. (2018a May). Customer engagement behavior in individualistic and collectivistic markets. Journal of Business Research, 86, 281–290.
  • Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018b September). Customer engagement behaviors: The role of service convenience, fairness and quality. Journal of Retailing and Consumer Services, 44, 293–304.
  • Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272.
  • So, K. K. F., King, C., & Sparks, B. (2014). Customer engagement with tourism brands: Scale development and validation. Journal of Hospitality and Tourism Research, 38(3), 304–329.
  • Thakur, R. (2018 March). Customer engagement and online reviews. Journal of Retailing and Consumer Services, 41, 48–59.
  • van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266.
  • van Tonder, E., & Petzer, D. J. (2018). The interrelationships between relationship marketing constructs and customer engagement dimensions. Service Industries Journal, 38(13–14), 948–973.
  • Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247–252.
  • Verleye, K., Gemmel, P., & Rangarajan, D. (2016). Engaged customers as job resources or demands for frontline employees? Journal of Service Theory and Practice, 26(3), 363–383.
  • Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. The Journal of Marketing Theory and Practice, 20(2), 122–146.
  • Wongkitrungrueng, A., & Assarut, N. (2018 August). The role of live streaming in building consumer trust and engagement with social commerce sellers. Journal of Business Research, 0–1.
  • Zeithaml, V. A. (1998). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.
  • Zhang, M., Guo, L., Hu, M., & Liu, W. (2017). Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation. International Journal of Information Management, 37(3), 229–240.
Toplam 59 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Research Article
Yazarlar

Melih Başkol Bu kişi benim

Yayımlanma Tarihi 1 Ekim 2019
Yayımlandığı Sayı Yıl 2019

Kaynak Göster

APA Başkol, M. (2019). ALGILANAN DEĞER, MÜŞTERİ KATILIMI VE ALGILANAN FİRMA PERFORMANSI İLİŞKİSİ. Uluslararası Yönetim İktisat Ve İşletme Dergisi, 15(3), 904-922. https://doi.org/10.17130/ijmeb.2019355056