BibTex RIS Kaynak Göster

Müşteri Memnuniyeti ve Müşteri-Çalışan Etkileşimi Üzerine Bir Araştırma

Yıl 2008, Cilt: 3 Sayı: 2, 13 - 24, 01.10.2008

İpek Kalemci Tüzün Tülay Korkmaz Devrani

Öz

Tüm dünyada üniversiteler eğitim pazarındaki paylarını arttırmak için yoğun bir rekabetin içine girmişlerdir Nealon, 2005 . Bu nedenle, yükseköğretim yüksek rekabetin yaşandığı bir alan haline gelmiştir Ehrenberg, 2000 . Üniversiteler kayıtlı öğrenci sayılarını ve finansmanlarını arttırmak, iyi bilinen bir üniversite olmak ve güven yaratmak yönünde artan bir rekabetle karşı karşıyadırlar Brewer vd., 2002 .

Kaynakça

  • Alves, H. ve Raposo, M. (2007), “Conceptual Model of Student Satisfaction in Higher Education”, Total Quality Management 18(5), 571-588.
  • Anderson, E.W., Fornell, C. ve Lehmannn, D.R. (1994), “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden”, Journal of Marketing, 58, 53-66.
  • Beatson, A. Lings, I. ve Gudergan, S. (2008), “Employee Behavior and Relationship Quality: Impact on Customers”, The Service Industries Journal., 28(2), 211-224.
  • Berry, L.L., (1996), “Retailers with a Future”, Marketing Management, 5, 39-46.
  • Bettencourt, L.A. (1997), “Customer Voluntary Performance: Customers as Partners in Service Delivery”, Journal of Retailing, 73, 383-406.
  • Bitner, M.J. (1995), “Building Service Relationships: It’s All about Promises”, Journal of the Academy of Marketing Science, 23, 246-251.
  • Brewer, D.J., Gates, S.M. ve Goldman, C.A. (2002), In Pursuit of Prestige: Strategy and Competition in U.S. Higher Education. New Brunswick, NJ: Transaction Publishers (RAND).
  • Chao, P., Fu, H.P. ve Lu, I.Y. (2007), “Strengthening the Quality-Loyalty Linkage: The Role of Customer Orientation and Interpersonal Relationship” The Service Industries Journal, 27, 471- 494.
  • Clow, K.E, Kurtz, D.L., Ozment J ve Ong, B.S.(1997), “The Antecedents of Consumer Expectation of Services: Empirical Study across Four Industries”, The Journal of Services Marketing, 11(4), 230- 248.
  • Crosby, L.A. ve Stephens, N. (1987), “Effects of Relationship Marketing on Satisfaction, Retention and Prices in the Life Insurance Industry”, Journal of Marketing Research, 24, 404-411.
  • Ehrenberg, R.G. (2000), “The Supply of American Higher Education Institutions”, Forum for the Future of Higher Education, September,Aspen, Co.
  • Eskilden, J. (1999), “Benchmarking Student Satisfaction in Higher Education Based on the Ecsi Methodology”, TQM for Higher Education Institutions Conference: Higher Education Institutions And The Issue Of Total Quality, Verona, 30-31 August.
  • Garbarino, E. ve Johnson, M. (1999) “The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationship”, Journal of Marketing, 63, 70-87.
  • Garbarino, E. ve Johnson, M. (1999), “The Different Roles of Satisfaction, Trust and Commitment for Relational and Transactional Consumers”, Journal of Marketing, 63, 70-87.
  • Grossman, R (1998) “Developing and Managing Effective Consumer Relationships”, Journal of Product Brand Management, 7, 1: 27-40.
  • Groth, M. (2005), “Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries” Journal of Management, 13, 7-27.
  • Gundlach, G.T. ve Murphy, P.E. (1993), “Ethical and Legal Foundations of Relational Marketing Exchanges”, Journal of Marketing, 57, 35-46.
  • Homburg, C ve Stcok R.M. (2005), “Exploring the Conditions under Which Salesperson Satisfaction Can Lead the Customer Satisfaction”, Psychology and Marketing, 22(5), 393-420.
  • Johnson, J.T., Barksdale, H. ve Boles, J.S. (2003), “Factors Associated with Customer Willingness to Refer Leads to Salespeople”, Journal of Business Research, 56, 257-263.
  • Keaveney, S.M. (1995), “Customer Switching Behavior in Service Industries: An Exploratory Study”, Journal of Marketing, 59, 53-70.
  • Kelley W.S. ve Davis, M.A. (1994), “ Antecedents to Customer Expectations for Service Recovery”, Journal of the Academy of Marketing Science,22, 52–61.
  • Kelley, S.W. (1992), “Developing Customer Orientation among Service Employees”, Journal of Academy of Marketing Science, 20, 27-36.
  • Kristensen, K. (1999), “Measurement Impact of Buying Behavior on Customer Satisfaction”, Total Quality Management, 4(5), 602-614.
  • Leisen, B. ve Hyman, M. (2004). “Antecedents and Consequences of Trust in a Service Provider the Case of Primary Care physicians”, Journal of Business Ethics, 57, 990-999.
  • Macintosh, G. ve Lockshin, L.S. (1997), “Retail Relationship and Store Loyalty: A Multi-Level Perspective”, International Journal of Research in Marketing, 14, 487-497.
  • Morgan, R. ve Hunt, S. (1994). “The Commitment-Trust Theory of Relationship Marketing”, Journal of Marketing, 58, 20-38.
  • Nealon, L. (2005), “Responsiveness to Students as Customers: The Reorganization of Service Delivery in the Enrollment Service Arena”, Unpublished doctoral dissertation, University of Pennsylvania.
  • Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20(4), 418-430.
  • Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20, 418–430.
  • Paulin, M., Ferguson, R.J. ve Payaud, M. (2000), “Business Effectiveness and Professional Service Personnel-Relational or Transactional Managers?” European Journal of Marketing, 34, 453-71.
  • Peppers, D. ve Rogers, M. (1997) Enterprise One to One, Dobleday, New York.
  • Reichheld, F.F. (1996), The Loyalty Effect, Harvard Business School Press, Boston, Massachusetts. Schneider, B. (1987), “The People Make the Place”, Personnel Psychology, 40, 437-454.
  • Schneider, B. ve Bowen, D.E. (1993), “The Service Organization: Human Resource Management Is Crucial”, Organizational Dynamics, 21, 39-52.
  • Shaw, R.B. (1997), Trust in Balance: Building Successful Organizations on Results, Integrity and Concern, Jossey-Boss Publishers, San Francisco.
  • Singh, J. (1991), “Understanding the Structure of Consumer’s Satisfaction Evaluations of Service Delivery”, Journal of the Academy of Marketing Science, 19 (3), 223-244.
  • Sümer, N. (2000) “Yapısal Eşitlik Modelleri: Temel Kavramlar ve Örnek Uygulamalar” Türk Psikoloji Yazıları, 3(6), 49-74.
  • Söderlund, M. (1998), “Customer Satisfaction and Its Consequences on Customer Behavior Revisited”, International Journal of Service Industry Management, 9(2), 169-188.
  • Tax, S., Brown, S. ve Chandrashekaran, M. (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing”, Journal of Marketing, 60, 60-76.
  • Webb, D. ve Jagun, A. (1997), “Customer Care, Customer Satisfaction, Value, Loyalty and Complaining Behavior: Validation in a UK University Setting”, Journal of Consumer Satisfaction and Dissatisfaction and Complaining Behavior, 10, 139-151.
  • Westbrook, R.A. ve Oliver, R.L. (1991), “The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction”, Journal of Consumer Research, 18, 84-91.
  • Yüksek Öğretim Koordinasyon Birimi (2007), “Yıllık Raporu”, http://www.yok.gov.tr/duyuru/vakif_rap.pdf (Erişim: 04.05.21008).
  • Zeithaml, V., Berry, L. ve Parasuraman A. (1993), “The Nature and Determinants of Customer Expectations of Service”, Journal of the Academy of Marketing Science,21(1), 39-48.

Müşteri Memnuniyeti ve Müşteri-Çalışan Etkileşimi Üzerine Bir Araştırma

Yıl 2008, Cilt: 3 Sayı: 2, 13 - 24, 01.10.2008

İpek Kalemci Tüzün Tülay Korkmaz Devrani

Öz

Kaynakça

  • Alves, H. ve Raposo, M. (2007), “Conceptual Model of Student Satisfaction in Higher Education”, Total Quality Management 18(5), 571-588.
  • Anderson, E.W., Fornell, C. ve Lehmannn, D.R. (1994), “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden”, Journal of Marketing, 58, 53-66.
  • Beatson, A. Lings, I. ve Gudergan, S. (2008), “Employee Behavior and Relationship Quality: Impact on Customers”, The Service Industries Journal., 28(2), 211-224.
  • Berry, L.L., (1996), “Retailers with a Future”, Marketing Management, 5, 39-46.
  • Bettencourt, L.A. (1997), “Customer Voluntary Performance: Customers as Partners in Service Delivery”, Journal of Retailing, 73, 383-406.
  • Bitner, M.J. (1995), “Building Service Relationships: It’s All about Promises”, Journal of the Academy of Marketing Science, 23, 246-251.
  • Brewer, D.J., Gates, S.M. ve Goldman, C.A. (2002), In Pursuit of Prestige: Strategy and Competition in U.S. Higher Education. New Brunswick, NJ: Transaction Publishers (RAND).
  • Chao, P., Fu, H.P. ve Lu, I.Y. (2007), “Strengthening the Quality-Loyalty Linkage: The Role of Customer Orientation and Interpersonal Relationship” The Service Industries Journal, 27, 471- 494.
  • Clow, K.E, Kurtz, D.L., Ozment J ve Ong, B.S.(1997), “The Antecedents of Consumer Expectation of Services: Empirical Study across Four Industries”, The Journal of Services Marketing, 11(4), 230- 248.
  • Crosby, L.A. ve Stephens, N. (1987), “Effects of Relationship Marketing on Satisfaction, Retention and Prices in the Life Insurance Industry”, Journal of Marketing Research, 24, 404-411.
  • Ehrenberg, R.G. (2000), “The Supply of American Higher Education Institutions”, Forum for the Future of Higher Education, September,Aspen, Co.
  • Eskilden, J. (1999), “Benchmarking Student Satisfaction in Higher Education Based on the Ecsi Methodology”, TQM for Higher Education Institutions Conference: Higher Education Institutions And The Issue Of Total Quality, Verona, 30-31 August.
  • Garbarino, E. ve Johnson, M. (1999) “The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationship”, Journal of Marketing, 63, 70-87.
  • Garbarino, E. ve Johnson, M. (1999), “The Different Roles of Satisfaction, Trust and Commitment for Relational and Transactional Consumers”, Journal of Marketing, 63, 70-87.
  • Grossman, R (1998) “Developing and Managing Effective Consumer Relationships”, Journal of Product Brand Management, 7, 1: 27-40.
  • Groth, M. (2005), “Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries” Journal of Management, 13, 7-27.
  • Gundlach, G.T. ve Murphy, P.E. (1993), “Ethical and Legal Foundations of Relational Marketing Exchanges”, Journal of Marketing, 57, 35-46.
  • Homburg, C ve Stcok R.M. (2005), “Exploring the Conditions under Which Salesperson Satisfaction Can Lead the Customer Satisfaction”, Psychology and Marketing, 22(5), 393-420.
  • Johnson, J.T., Barksdale, H. ve Boles, J.S. (2003), “Factors Associated with Customer Willingness to Refer Leads to Salespeople”, Journal of Business Research, 56, 257-263.
  • Keaveney, S.M. (1995), “Customer Switching Behavior in Service Industries: An Exploratory Study”, Journal of Marketing, 59, 53-70.
  • Kelley W.S. ve Davis, M.A. (1994), “ Antecedents to Customer Expectations for Service Recovery”, Journal of the Academy of Marketing Science,22, 52–61.
  • Kelley, S.W. (1992), “Developing Customer Orientation among Service Employees”, Journal of Academy of Marketing Science, 20, 27-36.
  • Kristensen, K. (1999), “Measurement Impact of Buying Behavior on Customer Satisfaction”, Total Quality Management, 4(5), 602-614.
  • Leisen, B. ve Hyman, M. (2004). “Antecedents and Consequences of Trust in a Service Provider the Case of Primary Care physicians”, Journal of Business Ethics, 57, 990-999.
  • Macintosh, G. ve Lockshin, L.S. (1997), “Retail Relationship and Store Loyalty: A Multi-Level Perspective”, International Journal of Research in Marketing, 14, 487-497.
  • Morgan, R. ve Hunt, S. (1994). “The Commitment-Trust Theory of Relationship Marketing”, Journal of Marketing, 58, 20-38.
  • Nealon, L. (2005), “Responsiveness to Students as Customers: The Reorganization of Service Delivery in the Enrollment Service Arena”, Unpublished doctoral dissertation, University of Pennsylvania.
  • Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20(4), 418-430.
  • Oliver, R.L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfaction Response”, Journal of Consumer Research, 20, 418–430.
  • Paulin, M., Ferguson, R.J. ve Payaud, M. (2000), “Business Effectiveness and Professional Service Personnel-Relational or Transactional Managers?” European Journal of Marketing, 34, 453-71.
  • Peppers, D. ve Rogers, M. (1997) Enterprise One to One, Dobleday, New York.
  • Reichheld, F.F. (1996), The Loyalty Effect, Harvard Business School Press, Boston, Massachusetts. Schneider, B. (1987), “The People Make the Place”, Personnel Psychology, 40, 437-454.
  • Schneider, B. ve Bowen, D.E. (1993), “The Service Organization: Human Resource Management Is Crucial”, Organizational Dynamics, 21, 39-52.
  • Shaw, R.B. (1997), Trust in Balance: Building Successful Organizations on Results, Integrity and Concern, Jossey-Boss Publishers, San Francisco.
  • Singh, J. (1991), “Understanding the Structure of Consumer’s Satisfaction Evaluations of Service Delivery”, Journal of the Academy of Marketing Science, 19 (3), 223-244.
  • Sümer, N. (2000) “Yapısal Eşitlik Modelleri: Temel Kavramlar ve Örnek Uygulamalar” Türk Psikoloji Yazıları, 3(6), 49-74.
  • Söderlund, M. (1998), “Customer Satisfaction and Its Consequences on Customer Behavior Revisited”, International Journal of Service Industry Management, 9(2), 169-188.
  • Tax, S., Brown, S. ve Chandrashekaran, M. (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing”, Journal of Marketing, 60, 60-76.
  • Webb, D. ve Jagun, A. (1997), “Customer Care, Customer Satisfaction, Value, Loyalty and Complaining Behavior: Validation in a UK University Setting”, Journal of Consumer Satisfaction and Dissatisfaction and Complaining Behavior, 10, 139-151.
  • Westbrook, R.A. ve Oliver, R.L. (1991), “The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction”, Journal of Consumer Research, 18, 84-91.
  • Yüksek Öğretim Koordinasyon Birimi (2007), “Yıllık Raporu”, http://www.yok.gov.tr/duyuru/vakif_rap.pdf (Erişim: 04.05.21008).
  • Zeithaml, V., Berry, L. ve Parasuraman A. (1993), “The Nature and Determinants of Customer Expectations of Service”, Journal of the Academy of Marketing Science,21(1), 39-48.
Toplam 42 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Research Article
Yazarlar

İpek Kalemci Tüzün Bu kişi benim

Tülay Korkmaz Devrani Bu kişi benim

Yayımlanma Tarihi 1 Ekim 2008
Yayımlandığı Sayı Yıl 2008 Cilt: 3 Sayı: 2

Kaynak Göster

APA Tüzün, İ. K., & Devrani, T. K. (2008). Müşteri Memnuniyeti ve Müşteri-Çalışan Etkileşimi Üzerine Bir Araştırma. Eskişehir Osmangazi Üniversitesi İktisadi Ve İdari Bilimler Dergisi, 3(2), 13-24.