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MÜŞTERİ VATANDAŞLIK DAVRANIŞI LİTERATÜR TARAMASI

Yıl 2017, 16. Ulusal İşletmecilik Kongresi, 865 - 878, 29.11.2017
https://doi.org/10.18092/ulikidince.323660

Öz



Müşteri
vatandaşlık davranışı; müşterinin bir işletmenin ödül sistemiyle değil,
kendisinin bireysel olarak belirlediği, işletmelerin hizmet/ürün kalitesini
yükseltebilecek ve daha etkin çalışmasını sağlayabilecek nitelikteki gönüllü ve
ihtiyari davranışlarıdır (Groth, 2005). Bu rol fazlası davranışlar arasında
müşterinin kendini kısmen işletmenin çalışanı gibi görmesi, işletmenin
çıkarlarını gözetmesi, çalışanlarla işbirliği yapması, diğer müşterilere
yardımcı olması, işletmeye önerilerde bulunması, olumlu kulaktan kulağa
iletişim için çaba göstermesi ve işletmenin performans ve hizmetlerinin
gelişimine katkıda bulunmaya çalışması sayılabilir (Bettencourt, 1997; Bowen,
1986; Rosenbaum & Massiah, 2007). Bu çalışma çerçevesinde müşteri
vatandaşlık davranışıyla ilgili akademik çalışmalar literatür taraması
kapsamında incelenmiş ve müşteri vatandaşlık davranışına dair çalışmaların
önemi ortaya konmuştur.  



Kaynakça

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Toplam 48 adet kaynakça vardır.

Ayrıntılar

Bölüm MAKALELER
Yazarlar

Hediye Gamze Türkmen

Sinan Nardalı Bu kişi benim

Yayımlanma Tarihi 29 Kasım 2017
Yayımlandığı Sayı Yıl 2017 16. Ulusal İşletmecilik Kongresi

Kaynak Göster

APA Türkmen, H. G., & Nardalı, S. (2017). MÜŞTERİ VATANDAŞLIK DAVRANIŞI LİTERATÜR TARAMASI. Uluslararası İktisadi Ve İdari İncelemeler Dergisi865-878. https://doi.org/10.18092/ulikidince.323660


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