Hizmet ortamının şehirlerarası yolcu taşıma hizmetlerinde algılanan kalite üzerindeki etkisinin incelenmesi

Hakan Çelik

Research Article

Assesing the impact of atmospherics on perceived quality of bus charter services

Year 2009, Volume: 38 Issue: 2, 157 - 183, 22.12.2008

Hakan Çelik

Abstract

Although atmospherics includes such important cues as ambiance (IK), design (TS) and social structure (SOS), it has not been assessed as a distinct quality dimension in many studies on perceived quality of bus charter services. Thus, this study aims to shed light into how perceived characteristics of atmospherics affect the quality perceptions. The validity of proposed model was tested by using the data collected from 220 passengers of three rival coach companies and through addressing Structural Equation Modeling technique. Perceived functional and technical qualities were found to be effected by IK and SOS and by TS and SOS respectfully.

Keywords

Service atmosphere, perceived quality, Structural Equation Modeling

References

O. Giarini ve P.M. Liedtke, ‘Understanding the New Service Economy: Economics, Technology and Risk Management’, The Geneva Papers on Risk and Insurence, 26(2), 156-172, (2001).
TÜİK (2008), Ulaştırma İstatistikleri, http://www.tuik.gov.tr/metaveri.do?tb- id=52&ust-id=15, 2 Mart, (2009).
M.I. Rapert ve B.M. Wren, ‘Service Quality as a Competitive Opportunity’, Journal of Services Marketing, 12(3), 223-235, (1998).
S. Durvasula, S. Lyonski ve S.C. Mehta, ‘Testing the Servqual Scale in the Business to Business Sector: The Case of Ocean Freight Shipping Service’, The Journal of Services Marketing, 13(2), 132-150, (1999).
R.L. Oliver, ‘An Investigation of Attribute Basis of Emotion and Related Affects in Consumption: Suggestions for an Stage-Specific Satisfaction Framework’, Advances in Consumer Research, J. Sharry ve B. Steinthal Edition, 19, 237–244, (1992).
J.J. Cronin, M.K. Brady ve G.T.M. Hult, ‘Assessing the Effects of Quality, Value and Customer Satisfaction on Customer’s Behavioral Intentions in Service Environments’, Journal of Retailing, 76(2), 193-218, (2000).
G. Fullerton ve S. Taylor, ‘Mediating, Interactive and Non-Interactive Effects In Service Quality and Satisfaction with Services Research’, Canadian Journal of Administrative Sciences, 19(2), 124–136, (2002).
J.L. Haskett, T.O. Jones, G.W. Loveman, W.E. Sasser ve A. Schlesinger, ‘Putting Service Profit Chain to Work’, Harvard Business Review, 72(2), 167-174, (1994).
M. Johnson, G.M. Zinkhan ve G.S. Ayala, ‘The Impact of Outcome, Competing and Affect on Service Referral’, Journal of Services Marketing, 12(5), 397-415, (1998).
A. Kumar, R.W Olshavsky ve M.F. King, ‘Exploring Alternative Antecedents of Customer Delight’, Journal of Customer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 14-26, (2001).
G.H.C. McDougall ve T. Levesque, ‘Consumer Satisfaction with Services: Putting Perceived Value Into the Equation’, Journal of Services Marketing, 14(5), 392-406, (2000).
K. Mitra, M.C. Reis ve L.M. Capella, ‘An Examination of Perceived Risk, Information Search and Behavioral Intentions in Search, Experience and Credence Services’, Journal of Services Marketing, 13(3), 208-225, (1999).
V.A. Zeithaml, L.L. Berry ve A. Parasuraman, ‘The Behavioral Consequences of Service Quality’, Journal of Marketing, 60(2), 31-46, (1996).
A.W. Grant ve L.A. Schlesinger, ‘Realize Your Customer’s Full Profit Potential’, Harvard Business Review, 73(5), 59-72, (1995).
S.M. Keaveney, ‘Customer Switching Behavior in Service Industries: An Expletory Study’, Journal of Marketing, 59(2), 71-82, (1995).
V.A. Zeithaml, ‘Service Quality, Profitability and the Economic Worth of Customers: What We Know and What We Need to Learn’, Journal of the Academy of Marketing Science, 28(1), 67-85, (2000).
M.K. Brady ve J.J. Cronin, ‘Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach’ Journal of Marketing, 65, 34–49, (2001).
J.E. Carman, ‘Consumer’s Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions’, Journal of Retailing, 66(1), 33-55, (1990).
K.L. Wakefield ve J.G. Blodgett, ‘Customer Response to Intangible and Tangible Service Factors’, Psychology and Marketing, 16(1), 51-68, (1999).
K.L. Wakefield ve J. Baker, ‘Excitement at the Mall: Determinants and Effects on Shopping Response’, Journal of Retailing, 74, 515–540, (1998).
M.J. Bitner, ‘Servicecapes: The Impact of Physical Surroundings on Customers and Employees’, Journal of Marketing, 56(2), 57–71, (1992).
R.T Rust ve R.L. Oliver, ‘Service Quality Insights and Managerial Implications from the Frontier’, Service Quality: New Directions in Theory and Practice, Editörler: Rust, R.T ve Oliver, R.L, California: Sage Publications, 1-19, (1994).
C.O. Longenecker ve J.A. Scazzero, ‘Improving Service Quality: A Tale of Two Operations’, Managing Service Quality, 10(4), 227-232, (2000).
A. Parasuraman, V.A. Zeithaml ve L.L. Berry, ‘A Conceptual Model of Service Quality and Its Implications for Future Research’, Journal of Marketing, 49(4), 41– 51, (1985).
A. Ghobedian, S. Speller ve J. Matthew, ‘Service Quality-Concepts and Models’, International Journal of Quality and Reliability Management, 11(9), 43-67, (1994).
J.J. Cronin ve S.A. Taylor, ‘Measuring Service Quality: A Reexamination and Extension’, Journal of Marketing, 56(3), 55-68, (1992).
R.L. Oliver ve J.E. Swan, ‘Customer Perceptions of Interpersonal Equity and Satisfaction’, Journal of Marketing, 53(2), 21-35, (1989).
C. Grönroos, ‘New Competition of The Service Economy: The Five Rules of Service’, International Journal of Operations and Production Management, 8(3), 9–19, (1988).
K.D. Hoffman ve L.W. Turley, ‘Atmospherics, Service Encounters and Consumer Decision Making: An Integrative Perspective’, Journal of Marketing Theory and Practice, 3, 33–47, (2002).
W.H. Chen, ‘Benchmarking Quality Goals in Service Systems’, Journal of Services Marketing, 12(2), 113–128, (1998).
M.J. Bitner, ‘Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses’ Journal of Marketing, 54(2), 69–82, (1990).
M.J. Bitner, B.H. Booms ve L.A. Mohr, ‘Critical Service Encounters: The Employee’s Viewpoint’, Journal of Marketing, 58(4), 95–106, (1994).
P.A. Dabholkar, D.I. Thorpe ve J.O. Rentz, ‘A Measure of Service Quality for Retail Stores: Scale Development and Validation’, Journal of the Academy of Marketing Science, 24(1), 3–16, (1996).
S. Grove ve R.P. Fisk, ‘The Impact of Customers on Service Experiences: A Critical Incident Examination of Getting Along’, Journal of Retailing, 73(1), 63–85, (1997).
W.M. Lassar, C. Manolis ve R.D. Winsor, ‘Service Quality Perspectives and Satisfaction in Private Banking’, Journal of Services Marketing, 14(3), 244-271, (2000).
M.J. Bitner, W.T. Faranda, A.R. Hubbert ve V.A. Zeithaml, ‘Customer Contributions and Roles in Service Delivery’ International Journal of Service Industry Management, 8(3), 193-205, (1997).
C. Grönroos, ‘Marketing Services: the Case of Missing Product’, Journal of Business and Industrial Marketing, 13(4/5), 322–338, (1998).
S.W. Kelley, J.H. Donnely ve S.J. Skinner, ‘Consumer Participation Service Production and Delivery’, Journal of Retailing, 66(4), 315-335, (1990).
K.R. Teas ve S. Agarwal, ‘The Effects of Extrinsic Product Cues on Consumers Perceptions of Quality, Sacriface and Value’, Journal of The Academy of Marketing Science, 28(2), 278-290, (2000).
C. Johnson ve B.P. Mathews, ‘The Influence of Experience on Service Expectations’, International Journal of Service Industries Management, 8(4), 290–305, (1997).
G. McDougall, H.C. Douglas ve W. Snetsinger, ‘The Intangibility of Services: Measurement and Competitive Perspectives’, Journal of Services Marketing, 4(4), 27-40, (1990).
C. Grönroos, ‘A Service Quality Model and Its Marketing Implications’, Journal of European Marketing, 18(4), 36–44, (1984).
C. Grönroos, ‘The Perceived Service Quality Concept – a Mistake?’, Managing Service Quality, 11(3), 150-152, (2001).
A. Parasuraman, V.A. Zeithaml ve L.L. Berry, ‘Understanding customer expectations of services’, Sloan Management Review, 32(3), 39-48, (1991).
U. Lehtinen ve J.R. Lehtinen, Service Quality: A Study of Quality Dimensions, Research Report, Helsinki: Service Marketing Institute, (1982).
U. Lehtinen ve J.R. Lehtinen, ‘Two Approaches to Service Quality Dimensions’, Service Industries Journal, 11(3), 287–303, (1991).
F.F. Reicheld ve W.E. Sasser, ‘Zero Defections: Quality Comes to Services’ Harvard Business Review, 68(5), 105–111, (1990).
M.M. Davis ve J. Heineke, ‘How Disconfirmation, Perception and Actual Waiting Times Impact Customer Satisfaction’ International Journal of Service Industry Management, 9(1), 64-73, (1998).
P. Jones ve E. Peppiatt, ‘Managing Perceptions of Waiting Times in Service Queues’ International Journal of Service Industry Management, 7(5), 47-61, (1996).
M.M. Tseng, M. Qinhai ve C.J. Su, ‘Mapping Customers’ Service Experience for Operations Improvement’, Business Process Management, 5(1), 50-64, (1999).
W. Boulding, A. Kalra, R. Staelin ve V.A. Zeithaml, ‘A Dynamic Process Model Of Service Quality: From Expectations to Behavioral Intentions’, Journal of Marketing Research, 30(2), 07-27, (1993).
A. Parasuraman, V.A. Zeithaml ve L.L. Berry, ‘SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality’, Journal of Retailing, 64(2), 12-40, (1988).
C. Grönroos, Service Management and Marketing; Managing the Moments of Truth in Service Competition, Lexington: Lexington Books, 71-72, (1990).
K.G. Barnes, ‘Establishing Meaningful Customer Relationship: Why Some Companies and Brands Mean More to Their Customers’, Managing Service Quality, 13(3), 178-186, (2003).
K. Storbacka, T. Strandvik ve C. Grönroos, ‘Managing Customer Relationship for Profit: The Dynamics of Relationship Quality’, International Journal of Service Industry Management, 5(5), 21-38, (1994).
C. Grönroos, ‘Relationship Marketing: Strategic and Tactical Implications’, Management Decision, 34(3), 5–14, (1996).
A. Okumuş ve A. Duygun, ‘Eğitim Hizmetlerinin Pazarlanmasında Hizmet Kalitesinin Ölçümü ve Algılanan Hizmet Kalitesi ile Öğrenci Memnuniyeti Arasındaki İlişki’, Anadolu Üniversitesi Sosyal Bilimler Dergisi, 8(2), 17–38, (2008).
B.H. Booms ve M.J. Bitner, ‘Marketing Strategies and Organization Structures for Service Firms’ Editörler: Donnelly, J.H., George,W.R., Marketing of Services, Chicago: American Marketing Association, 47–52, (1981).
J.E.G. Bateson ve K.D. Hoffman, Managing Services Marketing, 4th Edition, Fort Worth: Harcourt College Publishers, 12-13, (1999).
W.G. Kim ve Y.J. Moon, ‘Customers’ Cognitive, Emotional, and Actionable Response to the Servicescape: A Test of the Moderating Effect of the Restaurant Type’, International Journal of Hospitality Management, 28, 144–156, (2009).
A.J. Newman, ‘Uncovering Dimensionality in the Servicescape: Towards Legibility’, Service Industries Journal, 27 (1), 15–28, (2007).
B.J. Babin, W.R. Darden ve M. Griffen, ‘Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value’, Journal of Consumer Research, 20(4), 644-656, (1994).
I.Y. Lin, ‘Evaluating a Servicescape: The Effect of Cognition and Emotion’, Hospitality Management, 23, 167-178, (2004).
S.C. Jang ve Y. Namkung, ‘Perceived Quality, Emotions, and Behavioral Intentions: Application of an Extended Mehrabian–Russell Model to Restaurants’, Journal of Business Research, 62, 451-460, (2009).
C.S. Areni ve D. Kim, ‘The Influence of In-Store Lighting on Consumers’ Examination of Merchandise in a Wine Store’, International Journal of Research in Marketing, 11, 117–125, (1993).
J. Baker, D. Grewal ve M. Levy, ‘An Experimental Approach to Making Retail Store Environment Decisions’, Journal of Retailing, 68, 445–460, (1992).
C.S. Gulas ve P.H. Bloch, ‘Right Under Our Noses: Ambient Scent and Customer Responses’, Journal of Business Psychology, 10(4), 87-98, (1995).
A.S. Matilla ve J. Wirtz, ‘Congruency of Scent and Music as a Driver of in-Store Evaluations and Behavior’, Journal of Retailing, 11, 273-289, (2001).
J. Baker, D. Grewal ve A. Parasuraman, ‘The Influence of Store Environment on Quality Inferences and Store Image’, Journal of the Academy of Marketing Science, 22(4), 328–339, (1994).
C. Caldwell ve S.A. Hibbert, ‘The Influence of Music Tempo and Musical Preference on Restaurant Patrons’ Behavior’, Psychology and Marketing, 19, 895–917, (2002).
M.A. Cameron, J. Baker, M. Peterson ve K. Braunsberger, ‘The Effects of Music,Wait-Length Evaluation, and Mood on a Low-Cost Wait Experience’ Journal of Business Research, 56(4), 421–430, (2003).
L. Dubé, J.C. Chebat ve S. Morin, ‘The Effects of Background Music on Consumers’ Desire to Affiliate in Buyer- Seller Interactions’ Psychology and Marketing, 12(3), 305–319, (1995).
J. Herrington ve L.M. Capella, ‘Effects of Music in Service Environments: A Field Study’ Journal of Services Marketing, 10(2), 26–41, (1996).
M.K. Hui, L. Dubé ve J.C. Chebat, ‘The Impact of Music on Consumers’ Reactions toWaiting for Services’, Journal of Retailing, 73(2), 87–104, (1997).
R.E. Milliman, ‘The Influence of Background Music on the Behavior of Restaurant Patrons’, Journal of Consumer Research, 13(4), 286–289, (1986).
R.F. Yalch, ve E.R. Spangenberg, ‘The Effects of Music in a Retail Setting on Real and Perceived Shopping Times’, Journal of Business Research, 49(4), 139–147, (2000).
L.W. Turley ve R.E. Milliman, ‘Atmospheric Effects on Shopping Behavior: A Reviewof the Experimental Evidence’, Journal of Business Research, 49(2), 193– 211, (2000).
L.W. Turley ve J.C. Chebat, ‘Linking Retail Strategy, Atmospheric Design and Shopping Behaviour’, Journal of Marketing Management, 18(1), 125-144, (2002).
L. Dubé ve L.M. Renaghan, ‘Creating Visible Customer Value’, Cornell Hotel and Restaurant Administration Quarterly, 41(1), 62-72, (2000).
G. LeBlanc ve N. Nguyen, ‘Cues Used by Customers Evaluating Corporate Image in Service Firms: An Empirical Study in Financial Institutions’, International Journal of Service Industry Management, 7(2), 44-56, (1996).
V. Aubert-Gamet, ‘Twisting Servicescapes: Diversion of The Physical Environment in a Re-Appropriation Process’, International Journal of Service Industry Management, 8(1), 26-41, (1997).
M.K. Hui ve J. Bateson, ‘Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience’, Journal of Consumer Research, 18(2), 174–84, (1991).
F. Pons ve M. Laroche, ‘Cross-Cultural Differenes in Crowd Assessment’, Journal of Business Research, 60, 269-276, (2007).
S. Baron, K. Harris ve B.J. Davies, ‘Oral Participation in Retail Service Delivery: A Comparison of the Roles of Contact Personnel and Customers’, European Journal of Marketing, 30(9), 75–90, (1996).
M.A. McGrath ve C. Otnes, ‘Unacquainted Influence: When Strangers Interact in the Retail Setting’, Journal of Business Research, 32, 261–272, (1995).
S.N. Tripathai ve M.H. Siddiqui, ‘Servicescape of A Shopping Mall: A Hierarchical Framework’, AIMS International Journal of Management, 2(3), 215-235, (2008).
R.J. Kwortnik, ‘Shipscape Influence on the Leisure Cruise Experience’, International Journal of Culture, Tourism and Hospitality Research, 2(4), 289-311, (2008).
U. Avcı ve A. Sayılır, ‘Hizmet Kalitesi Çerçevesinde Çalışanların Rolüne ve Yeterliliklerine İlişkin Karsılaştırmalı Bir İnceleme’, Ticaret ve Turizm Eğitim Fakültesi Dergisi, 1, 121-136, (2006).
M.E. Baysal ve O. Engin, ‘The Measurement of the Service Qualıty in the Konya Light Rail Transportatıon System’, TEKNOLOJİ, 7(2), 205-210, (2004).
J.H. Lin, T.R. Lee ve W. Jen, ‘Assessing Asymmetric Response Effect of Behavioral Intention to Service Quality in an Integrated Psychological Decision-Making Process Model of Intercity Bus Passengers: A Case of Taiwan’, Transportation, 35, 129–144, (2008).
A. Okumuş ve H. Asil, ‘Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi’, İstanbul Üniversitesi İşletme Fakültesi İşletme Dergisi, 36 (2), 07–29, (2007).
J.W. Park, R. Robertson ve C.L. Wu, ‘Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers’ Future Behavioural Intentions’, Transportation Planning and Technology, 29(5), 359-381, (2006).
Y. Liu ve S.S. Jang, ‘The Effects of Dining Atmospherics: An Extended Mehrabian- Russell Model’, International Journal of Hospitality Management, (Makale Yayın Sürecindedir), (2009).
R.J. Donavan, J.R. Rossiter ve A. Nesdale, ‘Store Atmosphere and Purchasing Behavior’, Journal of Retailing, 70(3), 283–294, (1994).
N. Özgüven, ‘Hizmet Pazarlamasında Müşteri Memnuniyeti ve Ulaştırma Sektörü Üzerinde Bir Uygulama’, Ege Akademik Bakış, 8(2), 651–682, (2008).
[96] J.F. Hair, R.E. Anderson, R.L. Tatham ve W.C. Black, Multivariate Data Analysis, 5th Edition, New Jersey: Prentice Hall, 598-651, (1998).
H. Çelik ve İ. İpçioğlu, ‘Gönüllü Teknoloji Kabulü: İnternet Kullanımını Benimseme Davranışı Üzerine Bir Araştırma’, Hacettepe Üniversitesi İİBF Dergisi, 24(1), 111- 139, (2006).
D. Gefen, D.W. Straub ve M.C. Boudreau, ‘Structural Equation Modeling and Regression: Guidelınes for Research Practice’, Communications of AIS, 4(7), 1-79, (2000).
K. Özdamar, Paket Programlar ile İstatistiksel Veri Analizi I, İkinci Basım, Ankara: Kaan Kitapevi, 513-514, (1999).
K. Özdamar, Paket Programlar ile İstatistiksel Veri Analizi II, Çok Değişkenli Analizler, Dördüncü Basım, Ankara: Kaan Kitapevi, 266-276, (2002).
R.P. Bagozzi ve H. Baumgartner, ‘The Evaluation of Structural Equation Models and Hypothesis Testing’, Principles of Marketing Research, Editör: Bagozzi, R.P., Cambridge: Blackwell Publishers, 387-418, (1998).
D.M. Ruiz, D.D. Gremler, J.H. Washburn ve G.C. Carrión, ‘Service Value Revisited: Specifying a Higher-Order, Formative Measure’, Journal of Business Research, 61(12), 1278–1291, (2008).
M. Nakip, Pazarlama Araştırmaları; Teknikler ve SPSS Destekli Uygulamalar, Ankara: Seçkin Yayıncılık, 408-410, (2003).
L.A. Babin ve A.C. Burns, ‘A Modified Scale for the Measurement of Communication Evoked Mental Imagery’, Psychology & Marketing, 15(3), 261-278, (1998).
L. Hu ve P.M. Bentler, ‘Cut-Off Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria Versus New Alternatives’, Struct EquationModeling, 6(1), 1–55, (1999).
M. Kukar-Kinney ve T.D. Grewal, ‘Consumer Willingness to Claim a Price-Matching Refund: A Look into the Process’, Journal of Business Research, 59(1), 11–18, (2006).
M. Paulin, R.J Ferguson ve J. Bergeron, ‘Service Climate and Organizational Commitment: The İmportance of Customer Linkages’ Journal of Business Research, 59(8), 906–915, (2006).
R. Russell-Bennett, J.R. McColl-Kennedy ve L.V. Coote, ‘Involvement, Satisfaction, and Brand Loyalty in a Small Business Services Setting’, Journal of Business Research, 60(12), 1253–1260, (2007).
B.J. Babin, D.M. Hardesty ve T.A. Suter, ‘Color and Shopping Intentions: The Intervening Effect of Price Fairness and Perceived Effect’, Journal of Business Research, 56, 541-551, (2003).

Hizmet ortamının şehirlerarası yolcu taşıma hizmetlerinde algılanan kalite üzerindeki etkisinin incelenmesi

Year 2009, Volume: 38 Issue: 2, 157 - 183, 22.12.2008

Hakan Çelik

Abstract

Hizmet ortamı, müşterisinin kalite algılamalarında kullandığı iklim (İK), tasarım (TS) ve sosyal yapı (SOS) gibi önemli dışsal ipuçlarını barındırmasına rağmen, otobüs firmalarının verdikleri şehirlerarası ulaştırma hizmetlerinin kalitesini konu alan çalışmaların birçoğunda farklı bir kalite boyutu olarak ele alınmamıştır. Dolayısıyla araştırmanın amacı, algılanan hizmet ortamı özelliklerinin, hizmet kalitesi algılamalarını nasıl etkilediğini ortaya çıkartmaktır. Geliştirilen araştırma teorik modelinin geçerliliği, üç rakip otobüs firmasının 220 müşterisinden toplanan veri kullanılarak ve Yapısal Eşitlik Modeli tekniği takip edilerek test edilmiştir. Araştırma sonunda, fonksiyonel kalitenin İK ile SOS ve teknik kalitenin ise TS ile SOS tarafından etkilendiği bulunmuştur.

Keywords

Hizmet ortamı, algılanan kalite, Yapısal Eşitlik Modeli

References

O. Giarini ve P.M. Liedtke, ‘Understanding the New Service Economy: Economics, Technology and Risk Management’, The Geneva Papers on Risk and Insurence, 26(2), 156-172, (2001).
TÜİK (2008), Ulaştırma İstatistikleri, http://www.tuik.gov.tr/metaveri.do?tb- id=52&ust-id=15, 2 Mart, (2009).
M.I. Rapert ve B.M. Wren, ‘Service Quality as a Competitive Opportunity’, Journal of Services Marketing, 12(3), 223-235, (1998).
S. Durvasula, S. Lyonski ve S.C. Mehta, ‘Testing the Servqual Scale in the Business to Business Sector: The Case of Ocean Freight Shipping Service’, The Journal of Services Marketing, 13(2), 132-150, (1999).
R.L. Oliver, ‘An Investigation of Attribute Basis of Emotion and Related Affects in Consumption: Suggestions for an Stage-Specific Satisfaction Framework’, Advances in Consumer Research, J. Sharry ve B. Steinthal Edition, 19, 237–244, (1992).
J.J. Cronin, M.K. Brady ve G.T.M. Hult, ‘Assessing the Effects of Quality, Value and Customer Satisfaction on Customer’s Behavioral Intentions in Service Environments’, Journal of Retailing, 76(2), 193-218, (2000).
G. Fullerton ve S. Taylor, ‘Mediating, Interactive and Non-Interactive Effects In Service Quality and Satisfaction with Services Research’, Canadian Journal of Administrative Sciences, 19(2), 124–136, (2002).
J.L. Haskett, T.O. Jones, G.W. Loveman, W.E. Sasser ve A. Schlesinger, ‘Putting Service Profit Chain to Work’, Harvard Business Review, 72(2), 167-174, (1994).
M. Johnson, G.M. Zinkhan ve G.S. Ayala, ‘The Impact of Outcome, Competing and Affect on Service Referral’, Journal of Services Marketing, 12(5), 397-415, (1998).
A. Kumar, R.W Olshavsky ve M.F. King, ‘Exploring Alternative Antecedents of Customer Delight’, Journal of Customer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 14-26, (2001).
G.H.C. McDougall ve T. Levesque, ‘Consumer Satisfaction with Services: Putting Perceived Value Into the Equation’, Journal of Services Marketing, 14(5), 392-406, (2000).
K. Mitra, M.C. Reis ve L.M. Capella, ‘An Examination of Perceived Risk, Information Search and Behavioral Intentions in Search, Experience and Credence Services’, Journal of Services Marketing, 13(3), 208-225, (1999).
V.A. Zeithaml, L.L. Berry ve A. Parasuraman, ‘The Behavioral Consequences of Service Quality’, Journal of Marketing, 60(2), 31-46, (1996).
A.W. Grant ve L.A. Schlesinger, ‘Realize Your Customer’s Full Profit Potential’, Harvard Business Review, 73(5), 59-72, (1995).
S.M. Keaveney, ‘Customer Switching Behavior in Service Industries: An Expletory Study’, Journal of Marketing, 59(2), 71-82, (1995).
V.A. Zeithaml, ‘Service Quality, Profitability and the Economic Worth of Customers: What We Know and What We Need to Learn’, Journal of the Academy of Marketing Science, 28(1), 67-85, (2000).
M.K. Brady ve J.J. Cronin, ‘Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach’ Journal of Marketing, 65, 34–49, (2001).
J.E. Carman, ‘Consumer’s Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions’, Journal of Retailing, 66(1), 33-55, (1990).
K.L. Wakefield ve J.G. Blodgett, ‘Customer Response to Intangible and Tangible Service Factors’, Psychology and Marketing, 16(1), 51-68, (1999).
K.L. Wakefield ve J. Baker, ‘Excitement at the Mall: Determinants and Effects on Shopping Response’, Journal of Retailing, 74, 515–540, (1998).
M.J. Bitner, ‘Servicecapes: The Impact of Physical Surroundings on Customers and Employees’, Journal of Marketing, 56(2), 57–71, (1992).
R.T Rust ve R.L. Oliver, ‘Service Quality Insights and Managerial Implications from the Frontier’, Service Quality: New Directions in Theory and Practice, Editörler: Rust, R.T ve Oliver, R.L, California: Sage Publications, 1-19, (1994).
C.O. Longenecker ve J.A. Scazzero, ‘Improving Service Quality: A Tale of Two Operations’, Managing Service Quality, 10(4), 227-232, (2000).
A. Parasuraman, V.A. Zeithaml ve L.L. Berry, ‘A Conceptual Model of Service Quality and Its Implications for Future Research’, Journal of Marketing, 49(4), 41– 51, (1985).
A. Ghobedian, S. Speller ve J. Matthew, ‘Service Quality-Concepts and Models’, International Journal of Quality and Reliability Management, 11(9), 43-67, (1994).
J.J. Cronin ve S.A. Taylor, ‘Measuring Service Quality: A Reexamination and Extension’, Journal of Marketing, 56(3), 55-68, (1992).
R.L. Oliver ve J.E. Swan, ‘Customer Perceptions of Interpersonal Equity and Satisfaction’, Journal of Marketing, 53(2), 21-35, (1989).
C. Grönroos, ‘New Competition of The Service Economy: The Five Rules of Service’, International Journal of Operations and Production Management, 8(3), 9–19, (1988).
K.D. Hoffman ve L.W. Turley, ‘Atmospherics, Service Encounters and Consumer Decision Making: An Integrative Perspective’, Journal of Marketing Theory and Practice, 3, 33–47, (2002).
W.H. Chen, ‘Benchmarking Quality Goals in Service Systems’, Journal of Services Marketing, 12(2), 113–128, (1998).
M.J. Bitner, ‘Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses’ Journal of Marketing, 54(2), 69–82, (1990).
M.J. Bitner, B.H. Booms ve L.A. Mohr, ‘Critical Service Encounters: The Employee’s Viewpoint’, Journal of Marketing, 58(4), 95–106, (1994).
P.A. Dabholkar, D.I. Thorpe ve J.O. Rentz, ‘A Measure of Service Quality for Retail Stores: Scale Development and Validation’, Journal of the Academy of Marketing Science, 24(1), 3–16, (1996).
S. Grove ve R.P. Fisk, ‘The Impact of Customers on Service Experiences: A Critical Incident Examination of Getting Along’, Journal of Retailing, 73(1), 63–85, (1997).
W.M. Lassar, C. Manolis ve R.D. Winsor, ‘Service Quality Perspectives and Satisfaction in Private Banking’, Journal of Services Marketing, 14(3), 244-271, (2000).
M.J. Bitner, W.T. Faranda, A.R. Hubbert ve V.A. Zeithaml, ‘Customer Contributions and Roles in Service Delivery’ International Journal of Service Industry Management, 8(3), 193-205, (1997).
C. Grönroos, ‘Marketing Services: the Case of Missing Product’, Journal of Business and Industrial Marketing, 13(4/5), 322–338, (1998).
S.W. Kelley, J.H. Donnely ve S.J. Skinner, ‘Consumer Participation Service Production and Delivery’, Journal of Retailing, 66(4), 315-335, (1990).
K.R. Teas ve S. Agarwal, ‘The Effects of Extrinsic Product Cues on Consumers Perceptions of Quality, Sacriface and Value’, Journal of The Academy of Marketing Science, 28(2), 278-290, (2000).
C. Johnson ve B.P. Mathews, ‘The Influence of Experience on Service Expectations’, International Journal of Service Industries Management, 8(4), 290–305, (1997).
G. McDougall, H.C. Douglas ve W. Snetsinger, ‘The Intangibility of Services: Measurement and Competitive Perspectives’, Journal of Services Marketing, 4(4), 27-40, (1990).
C. Grönroos, ‘A Service Quality Model and Its Marketing Implications’, Journal of European Marketing, 18(4), 36–44, (1984).
C. Grönroos, ‘The Perceived Service Quality Concept – a Mistake?’, Managing Service Quality, 11(3), 150-152, (2001).
A. Parasuraman, V.A. Zeithaml ve L.L. Berry, ‘Understanding customer expectations of services’, Sloan Management Review, 32(3), 39-48, (1991).
U. Lehtinen ve J.R. Lehtinen, Service Quality: A Study of Quality Dimensions, Research Report, Helsinki: Service Marketing Institute, (1982).
U. Lehtinen ve J.R. Lehtinen, ‘Two Approaches to Service Quality Dimensions’, Service Industries Journal, 11(3), 287–303, (1991).
F.F. Reicheld ve W.E. Sasser, ‘Zero Defections: Quality Comes to Services’ Harvard Business Review, 68(5), 105–111, (1990).
M.M. Davis ve J. Heineke, ‘How Disconfirmation, Perception and Actual Waiting Times Impact Customer Satisfaction’ International Journal of Service Industry Management, 9(1), 64-73, (1998).
P. Jones ve E. Peppiatt, ‘Managing Perceptions of Waiting Times in Service Queues’ International Journal of Service Industry Management, 7(5), 47-61, (1996).
M.M. Tseng, M. Qinhai ve C.J. Su, ‘Mapping Customers’ Service Experience for Operations Improvement’, Business Process Management, 5(1), 50-64, (1999).
W. Boulding, A. Kalra, R. Staelin ve V.A. Zeithaml, ‘A Dynamic Process Model Of Service Quality: From Expectations to Behavioral Intentions’, Journal of Marketing Research, 30(2), 07-27, (1993).
A. Parasuraman, V.A. Zeithaml ve L.L. Berry, ‘SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality’, Journal of Retailing, 64(2), 12-40, (1988).
C. Grönroos, Service Management and Marketing; Managing the Moments of Truth in Service Competition, Lexington: Lexington Books, 71-72, (1990).
K.G. Barnes, ‘Establishing Meaningful Customer Relationship: Why Some Companies and Brands Mean More to Their Customers’, Managing Service Quality, 13(3), 178-186, (2003).
K. Storbacka, T. Strandvik ve C. Grönroos, ‘Managing Customer Relationship for Profit: The Dynamics of Relationship Quality’, International Journal of Service Industry Management, 5(5), 21-38, (1994).
C. Grönroos, ‘Relationship Marketing: Strategic and Tactical Implications’, Management Decision, 34(3), 5–14, (1996).
A. Okumuş ve A. Duygun, ‘Eğitim Hizmetlerinin Pazarlanmasında Hizmet Kalitesinin Ölçümü ve Algılanan Hizmet Kalitesi ile Öğrenci Memnuniyeti Arasındaki İlişki’, Anadolu Üniversitesi Sosyal Bilimler Dergisi, 8(2), 17–38, (2008).
B.H. Booms ve M.J. Bitner, ‘Marketing Strategies and Organization Structures for Service Firms’ Editörler: Donnelly, J.H., George,W.R., Marketing of Services, Chicago: American Marketing Association, 47–52, (1981).
J.E.G. Bateson ve K.D. Hoffman, Managing Services Marketing, 4th Edition, Fort Worth: Harcourt College Publishers, 12-13, (1999).
W.G. Kim ve Y.J. Moon, ‘Customers’ Cognitive, Emotional, and Actionable Response to the Servicescape: A Test of the Moderating Effect of the Restaurant Type’, International Journal of Hospitality Management, 28, 144–156, (2009).
A.J. Newman, ‘Uncovering Dimensionality in the Servicescape: Towards Legibility’, Service Industries Journal, 27 (1), 15–28, (2007).
B.J. Babin, W.R. Darden ve M. Griffen, ‘Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value’, Journal of Consumer Research, 20(4), 644-656, (1994).
I.Y. Lin, ‘Evaluating a Servicescape: The Effect of Cognition and Emotion’, Hospitality Management, 23, 167-178, (2004).
S.C. Jang ve Y. Namkung, ‘Perceived Quality, Emotions, and Behavioral Intentions: Application of an Extended Mehrabian–Russell Model to Restaurants’, Journal of Business Research, 62, 451-460, (2009).
C.S. Areni ve D. Kim, ‘The Influence of In-Store Lighting on Consumers’ Examination of Merchandise in a Wine Store’, International Journal of Research in Marketing, 11, 117–125, (1993).
J. Baker, D. Grewal ve M. Levy, ‘An Experimental Approach to Making Retail Store Environment Decisions’, Journal of Retailing, 68, 445–460, (1992).
C.S. Gulas ve P.H. Bloch, ‘Right Under Our Noses: Ambient Scent and Customer Responses’, Journal of Business Psychology, 10(4), 87-98, (1995).
A.S. Matilla ve J. Wirtz, ‘Congruency of Scent and Music as a Driver of in-Store Evaluations and Behavior’, Journal of Retailing, 11, 273-289, (2001).
J. Baker, D. Grewal ve A. Parasuraman, ‘The Influence of Store Environment on Quality Inferences and Store Image’, Journal of the Academy of Marketing Science, 22(4), 328–339, (1994).
C. Caldwell ve S.A. Hibbert, ‘The Influence of Music Tempo and Musical Preference on Restaurant Patrons’ Behavior’, Psychology and Marketing, 19, 895–917, (2002).
M.A. Cameron, J. Baker, M. Peterson ve K. Braunsberger, ‘The Effects of Music,Wait-Length Evaluation, and Mood on a Low-Cost Wait Experience’ Journal of Business Research, 56(4), 421–430, (2003).
L. Dubé, J.C. Chebat ve S. Morin, ‘The Effects of Background Music on Consumers’ Desire to Affiliate in Buyer- Seller Interactions’ Psychology and Marketing, 12(3), 305–319, (1995).
J. Herrington ve L.M. Capella, ‘Effects of Music in Service Environments: A Field Study’ Journal of Services Marketing, 10(2), 26–41, (1996).
M.K. Hui, L. Dubé ve J.C. Chebat, ‘The Impact of Music on Consumers’ Reactions toWaiting for Services’, Journal of Retailing, 73(2), 87–104, (1997).
R.E. Milliman, ‘The Influence of Background Music on the Behavior of Restaurant Patrons’, Journal of Consumer Research, 13(4), 286–289, (1986).
R.F. Yalch, ve E.R. Spangenberg, ‘The Effects of Music in a Retail Setting on Real and Perceived Shopping Times’, Journal of Business Research, 49(4), 139–147, (2000).
L.W. Turley ve R.E. Milliman, ‘Atmospheric Effects on Shopping Behavior: A Reviewof the Experimental Evidence’, Journal of Business Research, 49(2), 193– 211, (2000).
L.W. Turley ve J.C. Chebat, ‘Linking Retail Strategy, Atmospheric Design and Shopping Behaviour’, Journal of Marketing Management, 18(1), 125-144, (2002).
L. Dubé ve L.M. Renaghan, ‘Creating Visible Customer Value’, Cornell Hotel and Restaurant Administration Quarterly, 41(1), 62-72, (2000).
G. LeBlanc ve N. Nguyen, ‘Cues Used by Customers Evaluating Corporate Image in Service Firms: An Empirical Study in Financial Institutions’, International Journal of Service Industry Management, 7(2), 44-56, (1996).
V. Aubert-Gamet, ‘Twisting Servicescapes: Diversion of The Physical Environment in a Re-Appropriation Process’, International Journal of Service Industry Management, 8(1), 26-41, (1997).
M.K. Hui ve J. Bateson, ‘Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience’, Journal of Consumer Research, 18(2), 174–84, (1991).
F. Pons ve M. Laroche, ‘Cross-Cultural Differenes in Crowd Assessment’, Journal of Business Research, 60, 269-276, (2007).
S. Baron, K. Harris ve B.J. Davies, ‘Oral Participation in Retail Service Delivery: A Comparison of the Roles of Contact Personnel and Customers’, European Journal of Marketing, 30(9), 75–90, (1996).
M.A. McGrath ve C. Otnes, ‘Unacquainted Influence: When Strangers Interact in the Retail Setting’, Journal of Business Research, 32, 261–272, (1995).
S.N. Tripathai ve M.H. Siddiqui, ‘Servicescape of A Shopping Mall: A Hierarchical Framework’, AIMS International Journal of Management, 2(3), 215-235, (2008).
R.J. Kwortnik, ‘Shipscape Influence on the Leisure Cruise Experience’, International Journal of Culture, Tourism and Hospitality Research, 2(4), 289-311, (2008).
U. Avcı ve A. Sayılır, ‘Hizmet Kalitesi Çerçevesinde Çalışanların Rolüne ve Yeterliliklerine İlişkin Karsılaştırmalı Bir İnceleme’, Ticaret ve Turizm Eğitim Fakültesi Dergisi, 1, 121-136, (2006).
M.E. Baysal ve O. Engin, ‘The Measurement of the Service Qualıty in the Konya Light Rail Transportatıon System’, TEKNOLOJİ, 7(2), 205-210, (2004).
J.H. Lin, T.R. Lee ve W. Jen, ‘Assessing Asymmetric Response Effect of Behavioral Intention to Service Quality in an Integrated Psychological Decision-Making Process Model of Intercity Bus Passengers: A Case of Taiwan’, Transportation, 35, 129–144, (2008).
A. Okumuş ve H. Asil, ‘Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi’, İstanbul Üniversitesi İşletme Fakültesi İşletme Dergisi, 36 (2), 07–29, (2007).
J.W. Park, R. Robertson ve C.L. Wu, ‘Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers’ Future Behavioural Intentions’, Transportation Planning and Technology, 29(5), 359-381, (2006).
Y. Liu ve S.S. Jang, ‘The Effects of Dining Atmospherics: An Extended Mehrabian- Russell Model’, International Journal of Hospitality Management, (Makale Yayın Sürecindedir), (2009).
R.J. Donavan, J.R. Rossiter ve A. Nesdale, ‘Store Atmosphere and Purchasing Behavior’, Journal of Retailing, 70(3), 283–294, (1994).
N. Özgüven, ‘Hizmet Pazarlamasında Müşteri Memnuniyeti ve Ulaştırma Sektörü Üzerinde Bir Uygulama’, Ege Akademik Bakış, 8(2), 651–682, (2008).
[96] J.F. Hair, R.E. Anderson, R.L. Tatham ve W.C. Black, Multivariate Data Analysis, 5th Edition, New Jersey: Prentice Hall, 598-651, (1998).
H. Çelik ve İ. İpçioğlu, ‘Gönüllü Teknoloji Kabulü: İnternet Kullanımını Benimseme Davranışı Üzerine Bir Araştırma’, Hacettepe Üniversitesi İİBF Dergisi, 24(1), 111- 139, (2006).
D. Gefen, D.W. Straub ve M.C. Boudreau, ‘Structural Equation Modeling and Regression: Guidelınes for Research Practice’, Communications of AIS, 4(7), 1-79, (2000).
K. Özdamar, Paket Programlar ile İstatistiksel Veri Analizi I, İkinci Basım, Ankara: Kaan Kitapevi, 513-514, (1999).
K. Özdamar, Paket Programlar ile İstatistiksel Veri Analizi II, Çok Değişkenli Analizler, Dördüncü Basım, Ankara: Kaan Kitapevi, 266-276, (2002).
R.P. Bagozzi ve H. Baumgartner, ‘The Evaluation of Structural Equation Models and Hypothesis Testing’, Principles of Marketing Research, Editör: Bagozzi, R.P., Cambridge: Blackwell Publishers, 387-418, (1998).
D.M. Ruiz, D.D. Gremler, J.H. Washburn ve G.C. Carrión, ‘Service Value Revisited: Specifying a Higher-Order, Formative Measure’, Journal of Business Research, 61(12), 1278–1291, (2008).
M. Nakip, Pazarlama Araştırmaları; Teknikler ve SPSS Destekli Uygulamalar, Ankara: Seçkin Yayıncılık, 408-410, (2003).
L.A. Babin ve A.C. Burns, ‘A Modified Scale for the Measurement of Communication Evoked Mental Imagery’, Psychology & Marketing, 15(3), 261-278, (1998).
L. Hu ve P.M. Bentler, ‘Cut-Off Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria Versus New Alternatives’, Struct EquationModeling, 6(1), 1–55, (1999).
M. Kukar-Kinney ve T.D. Grewal, ‘Consumer Willingness to Claim a Price-Matching Refund: A Look into the Process’, Journal of Business Research, 59(1), 11–18, (2006).
M. Paulin, R.J Ferguson ve J. Bergeron, ‘Service Climate and Organizational Commitment: The İmportance of Customer Linkages’ Journal of Business Research, 59(8), 906–915, (2006).
R. Russell-Bennett, J.R. McColl-Kennedy ve L.V. Coote, ‘Involvement, Satisfaction, and Brand Loyalty in a Small Business Services Setting’, Journal of Business Research, 60(12), 1253–1260, (2007).
B.J. Babin, D.M. Hardesty ve T.A. Suter, ‘Color and Shopping Intentions: The Intervening Effect of Price Fairness and Perceived Effect’, Journal of Business Research, 56, 541-551, (2003).

There are 109 citations in total.

Details

Primary Language	Turkish
Journal Section	Marketing and Marketing Research
Authors	Hakan Çelik This is me
Publication Date	December 22, 2008
Published in Issue	Year 2009 Volume: 38 Issue: 2

Cite

APA	Çelik, H. (2008). Hizmet ortamının şehirlerarası yolcu taşıma hizmetlerinde algılanan kalite üzerindeki etkisinin incelenmesi. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 38(2), 157-183.
AMA	Çelik H. Hizmet ortamının şehirlerarası yolcu taşıma hizmetlerinde algılanan kalite üzerindeki etkisinin incelenmesi. İstanbul Üniversitesi İşletme Fakültesi Dergisi. December 2008;38(2):157-183.
Chicago	Çelik, Hakan. “Hizmet ortamının şehirlerarası Yolcu taşıma Hizmetlerinde algılanan Kalite üzerindeki Etkisinin Incelenmesi”. İstanbul Üniversitesi İşletme Fakültesi Dergisi 38, no. 2 (December 2008): 157-83.
EndNote	Çelik H (December 1, 2008) Hizmet ortamının şehirlerarası yolcu taşıma hizmetlerinde algılanan kalite üzerindeki etkisinin incelenmesi. İstanbul Üniversitesi İşletme Fakültesi Dergisi 38 2 157–183.
IEEE	H. Çelik, “Hizmet ortamının şehirlerarası yolcu taşıma hizmetlerinde algılanan kalite üzerindeki etkisinin incelenmesi”, İstanbul Üniversitesi İşletme Fakültesi Dergisi, vol. 38, no. 2, pp. 157–183, 2008.
ISNAD	Çelik, Hakan. “Hizmet ortamının şehirlerarası Yolcu taşıma Hizmetlerinde algılanan Kalite üzerindeki Etkisinin Incelenmesi”. İstanbul Üniversitesi İşletme Fakültesi Dergisi 38/2 (December 2008), 157-183.
JAMA	Çelik H. Hizmet ortamının şehirlerarası yolcu taşıma hizmetlerinde algılanan kalite üzerindeki etkisinin incelenmesi. İstanbul Üniversitesi İşletme Fakültesi Dergisi. 2008;38:157–183.
MLA	Çelik, Hakan. “Hizmet ortamının şehirlerarası Yolcu taşıma Hizmetlerinde algılanan Kalite üzerindeki Etkisinin Incelenmesi”. İstanbul Üniversitesi İşletme Fakültesi Dergisi, vol. 38, no. 2, 2008, pp. 157-83.
Vancouver	Çelik H. Hizmet ortamının şehirlerarası yolcu taşıma hizmetlerinde algılanan kalite üzerindeki etkisinin incelenmesi. İstanbul Üniversitesi İşletme Fakültesi Dergisi. 2008;38(2):157-83.

Download Cover Image

Article Files

Full Text