메뉴 건너뛰기




Volumn 3, Issue 4, 2007, Pages 74-86

The effect of marketing mix on positive word of mouth communication: Evidence from accounting offices in Turkey

Author keywords

Accounting offices; Marketing mix; Word of mouth communication

Indexed keywords


EID: 85118284222     PISSN: 18142427     EISSN: 18166326     Source Type: Journal    
DOI: None     Document Type: Article
Times cited : (23)

References (102)
  • 1
    • 85118284300 scopus 로고
    • Some methods for respecifying measurement models to obtain unidimensional construct measures
    • Anderson, J.C., and Gerbing, D.W. (1982), “Some Methods for Respecifying Measurement Models to Obtain Unidimensional Construct Measures”, Academy of Management Review, 19 (3), pp. 47-59.
    • (1982) Academy of Management Review , vol.19 , Issue.3 , pp. 47-59
    • Anderson, J.C.1    Gerbing, D.W.2
  • 2
    • 0000581247 scopus 로고
    • A customer satisfaction research prospectus
    • Rust, R.T. and Oliver, R.L. Eds, Sage Publications, Thousand Oaks, CA
    • Anderson, E. and Fornell, C. (1994), “A customer satisfaction research prospectus”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA.
    • (1994) Service Quality: New Directions in Theory and Practice
    • Anderson, E.1    Fornell, C.2
  • 3
    • 0001728801 scopus 로고
    • Role of product related conversations in the diffusion of a new product
    • Arndt, J. (1967), “Role of product related conversations in the diffusion of a new product”, Journal of Marketing Research, 4, pp. 291-5.
    • (1967) Journal of Marketing Research , vol.4 , pp. 291-295
    • Arndt, J.1
  • 5
    • 84877034064 scopus 로고    scopus 로고
    • A model of customer loyalty in the retail banking market
    • Beerli, A., Martin, J.D., Quintana, A. (2004), “A model of customer loyalty in the retail banking market”, European Journal of Marketing, 38 (1/2), pp. 253-75.
    • (2004) European Journal of Marketing , vol.38 , Issue.1-2 , pp. 253-275
    • Beerli, A.1    Martin, J.D.2    Quintana, A.3
  • 6
    • 84986163176 scopus 로고    scopus 로고
    • The five Vs – A buyer’s perspective of the marketing mix
    • Is
    • Bennett, A.R. (1997). The five Vs – a buyer’s perspective of the marketing mix, Marketing Intelligence & Planning, Vol. 15, Is. 3, pp. 151-156.
    • (1997) Marketing Intelligence & Planning , vol.15 , Issue.3 , pp. 151-156
    • Bennett, A.R.1
  • 7
    • 0002866667 scopus 로고
    • Evaluating service encounters: The effects of physical surroundings and employee responses
    • Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, 54 (2), pp. 69-82.
    • (1990) Journal of Marketing , vol.54 , Issue.2 , pp. 69-82
    • Bitner, M.J.1
  • 9
    • 0003010184 scopus 로고
    • The robustness of LISREL against small sample sizes in factor analysis models
    • K.G. Jorekog, and H. Wold Eds, Amsterdam: North-Holland
    • Boomsma, A. (1982). The robustness of LISREL against small sample sizes in factor analysis models. In K.G. Jorekog, and H. Wold (Eds.), Systems under indirect observation: Causality, structure, prediction (pp. 149-173). Amsterdam: North-Holland.
    • (1982) Systems under Indirect Observation: Causality, Structure, Prediction , pp. 149-173
    • Boomsma, A.1
  • 10
    • 84986346822 scopus 로고
    • The differential effect of abstract vs. Concrete information on decisions
    • July-August)
    • Borgida, E. and Nisbett, R.E. (1987), “The Differential Effect of Abstract vs. Concrete Information on Decisions”, Journal of Applied Social Psychology, 7 (July-August), pp. 258-271.
    • (1987) Journal of Applied Social Psychology , vol.7 , pp. 258-271
    • Borgida, E.1    Nisbett, R.E.2
  • 11
    • 0041401060 scopus 로고    scopus 로고
    • Country company interaction effects and supplier preferences among industrial buyers
    • Bradley, F. (2001), “Country company interaction effects and supplier preferences among industrial buyers”, Industrial Marketing Management, 30, pp. 511-524.
    • (2001) Industrial Marketing Management , vol.30 , pp. 511-524
    • Bradley, F.1
  • 13
    • 0001051533 scopus 로고
    • A Gap analysis of professional service quality
    • April
    • Brown, S. and Swartz, T. (1989), “A Gap analysis of professional service quality”, Journal of Marketing, 53, (April), pp. 92-98.
    • (1989) Journal of Marketing , vol.53 , pp. 92-98
    • Brown, S.1    Swartz, T.2
  • 14
    • 0000255632 scopus 로고
    • An Experimental study of customer effort, expectation and satisfaction
    • Cardozo, R. (1965), “An Experimental study of customer effort, expectation and satisfaction”, Journal of Marketing Research, 2, pp. 244-249.
    • (1965) Journal of Marketing Research , vol.2 , pp. 244-249
    • Cardozo, R.1
  • 15
    • 0030307369 scopus 로고    scopus 로고
    • An empirical assessment of a modified technology acceptance model
    • Chau, P.Y.K. (1996), “An Empirical Assessment of A Modified Technology Acceptance Model”, Journal of MIS, 13 (2), pp. 185-204.
    • (1996) Journal of MIS , vol.13 , Issue.2 , pp. 185-204
    • Chau, P.Y.K.1
  • 16
    • 0000375425 scopus 로고
    • An Investigation into the determinants of customer satisfaction
    • November)
    • Churchill, G. and Surprenant, C. (1982), “An Investigation into the determinants of customer satisfaction”, Journal of Marketing Research, XIX, (November), pp. 491-504.
    • (1982) Journal of Marketing Research , vol.19 , pp. 491-504
    • Churchill, G.1    Surprenant, C.2
  • 18
    • 85118284423 scopus 로고    scopus 로고
    • www.cim.co.uk/mediastore/10_minute_guides/10_min_Marketing_Mix.pdf
  • 21
    • 0002381637 scopus 로고
    • Measuring service quality: A re-examination and extension
    • July
    • Cronin J.J. and Taylor, S.A. (1992), “Measuring service quality: A re-examination and extension”, Journal of Marketing, 56 (July), pp. 55-68.
    • (1992) Journal of Marketing , vol.56 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 22
    • 0002704641 scopus 로고    scopus 로고
    • Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
    • Cronin, J.J., Brady, M.K., Hult, G.T. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments”, Journal of Retailing, 76 (2), pp. 193-218.
    • (2000) Journal of Retailing , vol.76 , Issue.2 , pp. 193-218
    • Cronin, J.J.1    Brady, M.K.2    Hult, G.T.3
  • 23
    • 0002643303 scopus 로고    scopus 로고
    • Indirect financial benefits from service quality
    • Danaher, P.J. and Rust, R.T. (1996), “Indirect financial benefits from service quality”, Quality Management Journal, 3 (2), pp. 63-75.
    • (1996) Quality Management Journal , vol.3 , Issue.2 , pp. 63-75
    • Danaher, P.J.1    Rust, R.T.2
  • 24
    • 79960598045 scopus 로고
    • Attitude change, media and word of mouth
    • Day, G.S. (1971), “Attitude change, media and word of mouth”, Journal of Advertising Research, 11 (6), pp. 31-40.
    • (1971) Journal of Advertising Research , vol.11 , Issue.6 , pp. 31-40
    • Day, G.S.1
  • 25
    • 0000723634 scopus 로고
    • Effects of price, brand, and store information on buyers’ product evaluations
    • Dodds, W.B. Monroe, K.B. Grewal, D. (1991), “Effects of Price, Brand, And Store Information on Buyers’ Product Evaluations”, Journal of Marketing Research, 28 (3), pp. 307-319.
    • (1991) Journal of Marketing Research , vol.28 , Issue.3 , pp. 307-319
    • Dodds, W.B.1    Monroe, K.B.2    Grewal, D.3
  • 26
    • 0002052886 scopus 로고
    • In search of value: How price and store name information influence buyers’ product perceptions
    • Summer
    • Dodds, W.B. (1991), “In search of value: How price and store name information influence buyers’ product perceptions”, The Journal of Service Marketing, 5 (Summer), pp. 27-36.
    • (1991) The Journal of Service Marketing , vol.5 , pp. 27-36
    • Dodds, W.B.1
  • 27
    • 33750235476 scopus 로고    scopus 로고
    • Correlates of customer loyalty to their bank: A case study in Nigeria
    • Ehigie, B.O. (2006), “Correlates of Customer Loyalty to Their Bank: A Case Study in Nigeria”, International Journal of Bank Marketing, 24 (7), pp. 494-508.
    • (2006) International Journal of Bank Marketing , vol.24 , Issue.7 , pp. 494-508
    • Ehigie, B.O.1
  • 28
    • 0013247665 scopus 로고
    • Interactive marketing: The Influence of Participation on Positive Word-of-mouth and Referrals
    • File, K.M., Judd, B.B. and Prince, R.A. (1992), “Interactive Marketing: The Influence of Participation on Positive Word-of-mouth and Referrals”, Journal of Services Marketing, 6 (4), pp. 5-14
    • (1992) Journal of Services Marketing , vol.6 , Issue.4 , pp. 5-14
    • File, K.M.1    Judd, B.B.2    Prince, R.A.3
  • 29
    • 0000009769 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error
    • Fornell, C. and Larcker, D.F. (1981), “Evaluating Structural Equation Models With Unobservable Variables and Measurement Error”, Journal of Marketing Research, 18, pp. 39-50.
    • (1981) Journal of Marketing Research , vol.18 , pp. 39-50
    • Fornell, C.1    Larcker, D.F.2
  • 31
    • 0036625846 scopus 로고    scopus 로고
    • Mediating, interactive, and non-linear effects in service quality and satisfaction research
    • Fullerton, G. and Taylor, S. (2002), “Mediating, interactive, and non-linear effects in service quality and satisfaction research”, Canadian Journal of Administrative Sciences, 19 (2), pp. 124-136.
    • (2002) Canadian Journal of Administrative Sciences , vol.19 , Issue.2 , pp. 124-136
    • Fullerton, G.1    Taylor, S.2
  • 32
    • 0034377224 scopus 로고    scopus 로고
    • Understanding the customer base of service provider: An examination of the differences between switchers and stayers
    • Ganesh, J., Arnold, M.J., Reynolds, K.E. (2000), “Understanding the customer base of service provider: an examination of the differences between switchers and stayers”, Journal of Marketing, 64 (3), pp. 65-102.
    • (2000) Journal of Marketing , vol.64 , Issue.3 , pp. 65-102
    • Ganesh, J.1    Arnold, M.J.2    Reynolds, K.E.3
  • 33
    • 0002722082 scopus 로고
    • Quality on the line
    • September-October
    • Gavin, D. (1983), “Quality on the Line”, Harvard Business Review, 61, September-October, pp. 65-75.
    • (1983) Harvard Business Review , vol.61 , pp. 65-75
    • Gavin, D.1
  • 34
    • 84986043570 scopus 로고    scopus 로고
    • The personalised marketplace: Beyond the 4Ps
    • Goldsmith, R.E. (1999). The personalised marketplace: beyond the 4Ps, Marketing Intelligence and Planning 17 (4), pp. 178-185.
    • (1999) Marketing Intelligence and Planning , vol.17 , Issue.4 , pp. 178-185
    • Goldsmith, R.E.1
  • 35
    • 0033466526 scopus 로고    scopus 로고
    • The loyalty ripple effect: Appreciating the full value of customers
    • Gremler, D.D. and Brown, S.W. (1999), “The loyalty ripple effect: appreciating the full value of customers”, International Journal of Service Industry Management, 10 (3), pp. 271-291.
    • (1999) International Journal of Service Industry Management , vol.10 , Issue.3 , pp. 271-291
    • Gremler, D.D.1    Brown, S.W.2
  • 36
    • 0032391668 scopus 로고    scopus 로고
    • The effects of price comparison advertising on buyers’ perceptions of acquisition value, transaction value, and behavioral intentions
    • Grewal, D., Monroe, K.B. Krishnan, R. (1998), “The Effects of Price Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions”, Journal of Marketing, 62 (2), pp. 46-59.
    • (1998) Journal of Marketing , vol.62 , Issue.2 , pp. 46-59
    • Grewal, D.1    Monroe, K.B.2    Krishnan, R.3
  • 37
    • 0002046703 scopus 로고
    • A Service quality model and its marketing implications
    • Grönroos, C. (1984), “A Service quality model and its marketing implications”, European Journal of Marketing, 12 (8), pp. 588-600.
    • (1984) European Journal of Marketing , vol.12 , Issue.8 , pp. 588-600
    • Grönroos, C.1
  • 38
    • 84954981511 scopus 로고
    • An applied service marketing theory
    • Grönoos, C. (1984), “An applied service marketing theory”, European Journal of Marketing, 16 (17), pp. 30-41.
    • (1984) European Journal of Marketing , vol.16 , Issue.17 , pp. 30-41
    • Grönoos, C.1
  • 39
    • 84986082886 scopus 로고    scopus 로고
    • From marketing mix to relationship marketing – towards a paradigm shift in marketing
    • MCB University Press, Bradford, UK
    • Grönroos, C. in: From Marketing Mix to Relationship Marketing – Towards a Paradigm Shift in Marketing, Management Decision 34/5, MCB University Press, Bradford, UK, 1997, pp. 322-339.
    • (1997) Management Decision , vol.34 , Issue.5 , pp. 322-339
    • Grönroos, C.1
  • 41
    • 0030099986 scopus 로고    scopus 로고
    • Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions
    • Hartline, M.D. and Jones, K.C. (1996), “Employee performance cues in a hotel service environment: influence on perceived service quality, value, and word-of-mouth intentions”, Journal of Business Research 35, pp. 205-217.
    • (1996) Journal of Business Research , vol.35 , pp. 205-217
    • Hartline, M.D.1    Jones, K.C.2
  • 42
    • 84992769402 scopus 로고    scopus 로고
    • Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality
    • Hennig-Thurau, T., Gwinner, K.P., Gremier, D.D. (2002), “Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality”, Journal of Service Research, 4 (3), pp. 230-47.
    • (2002) Journal of Service Research , vol.4 , Issue.3 , pp. 230-247
    • Hennig-Thurau, T.1    Gwinner, K.P.2    Gremier, D.D.3
  • 43
    • 0001559313 scopus 로고
    • Effects of word-of-mouth and product attribute information on persuasion: An accessibility-diagnosticity perspective
    • Herr, P.M., Kardes, F.R. and Kim, J. (1991), “Effects of word-of-mouth and product attribute information on persuasion: an accessibility-diagnosticity perspective”, Journal of Consumer Research 17, pp. 454-62.
    • (1991) Journal of Consumer Research , vol.17 , pp. 454-462
    • Herr, P.M.1    Kardes, F.R.2    Kim, J.3
  • 44
  • 45
    • 0002358374 scopus 로고
    • Brand loyalty vs. Repeat purchasing behavior
    • Jacoby, J. and Kyner, D.B. (1973), “Brand loyalty vs. repeat purchasing behavior”, Journal of Marketing Research, 10 (1), pp. 1-9.
    • (1973) Journal of Marketing Research , vol.10 , Issue.1 , pp. 1-9
    • Jacoby, J.1    Kyner, D.B.2
  • 46
    • 84986165680 scopus 로고    scopus 로고
    • Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking
    • Jamal, A. and Naser, K. (2002), “Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking”, International Journal of Bank Marketing, 20 (4), pp. 146-60.
    • (2002) International Journal of Bank Marketing , vol.20 , Issue.4 , pp. 146-160
    • Jamal, A.1    Naser, K.2
  • 47
    • 85118285531 scopus 로고    scopus 로고
    • Adrienne Jerram, Director of Marketing and Student Recruitment, University of Sydney, discusses the power of word of mouth marketing
    • 30 – November
    • Jerram, A. (2003). Adrienne Jerram, Director of Marketing and Student Recruitment, University of Sydney, discusses the power of word of mouth marketing, Education Marketing Magazine, Issue 30 – November.
    • (2003) Education Marketing Magazine
    • Jerram, A.1
  • 50
    • 84877794537 scopus 로고    scopus 로고
    • The marketing mix: The 4-P recipe for customer satisfaction
    • Jan/Feb
    • Koontz, C. (2004). “The Marketing Mix: The 4-P Recipe for Customer Satisfaction”, Marketing Library Services, Vol. 18, No. 1, Jan/Feb, pp. 3-6.
    • (2004) Marketing Library Services , vol.18 , Issue.1 , pp. 3-6
    • Koontz, C.1
  • 53
    • 33644535490 scopus 로고    scopus 로고
    • SME banking loyalty (and disloyalty): A qualitative study in Hong Kong
    • Lam, R. and Burton, S. (2006), SME banking loyalty (and disloyalty): a qualitative study in Hong Kong, International Journal of Bank Marketing, 24 (1), pp. 37-52.
    • (2006) International Journal of Bank Marketing , vol.24 , Issue.1 , pp. 37-52
    • Lam, R.1    Burton, S.2
  • 54
    • 0040027231 scopus 로고    scopus 로고
    • Individual and Situational Factors Influencing Negative Word-of-mouth Behav-iour
    • Lau, G.T. and Ng, S. (2001), “Individual and Situational Factors Influencing Negative Word-of-mouth Behav-iour”, Canadian Journal of Administrative Sciences, 18 (3), pp. 163-178.
    • (2001) Canadian Journal of Administrative Sciences , vol.18 , Issue.3 , pp. 163-178
    • Lau, G.T.1    Ng, S.2
  • 55
    • 84986136476 scopus 로고    scopus 로고
    • A cost/benefit approach to understanding service loyalty
    • Lee, M. and Cunningham, L.F. (2001), “A cost/benefit approach to understanding service loyalty”, Journal of Services Marketing, 15 (2), pp. 113-30.
    • (2001) Journal of Services Marketing , vol.15 , Issue.2 , pp. 113-130
    • Lee, M.1    Cunningham, L.F.2
  • 56
    • 0001925995 scopus 로고
    • The marketing aspects of service quality
    • Berry, L., Shostack, L. and Upah, G. Ed, American Marketing Association
    • Lewis, R., Booms, B. (1983), “The Marketing Aspects of Service Quality”, In: Berry, L., Shostack, L. and Upah, G. (Ed.), Emerging Perspectives on Services Marketing, Proceeding Series, American Marketing Association, pp. 99-104.
    • (1983) Emerging Perspectives on Services Marketing, Proceeding Series , pp. 99-104
    • Lewis, R.1    Booms, B.2
  • 57
    • 0003162605 scopus 로고
    • New product diffusion models in marketing: A review and directions for research
    • January
    • Mahajan, V., Muller, E. and Bass, F.M. (1990), “New Product Diffusion Models in Marketing: a Review and Directions for Research”, Journal of Marketing, 54 (January), pp. 1-26.
    • (1990) Journal of Marketing , vol.54 , pp. 1-26
    • Mahajan, V.1    Muller, E.2    Bass, F.M.3
  • 58
    • 84952530738 scopus 로고
    • Use of commercial sources of information in the purchase of Professional services: What the literature tells us
    • Mangold, G.W. (1987), “Use of commercial sources of information in the purchase of Professional services: what the literature tells us”, Journal of Professional Services Marketing, 3 (1-2), pp. 5-17.
    • (1987) Journal of Professional Services Marketing , vol.3 , Issue.1-2 , pp. 5-17
    • Mangold, G.W.1
  • 59
    • 0001624114 scopus 로고
    • Word-of-mouth effects in professional service buyer behavior
    • Maru File, K., Cermak, D.S.P., Prince, R.A. (1994), “Word-of-mouth effects in professional service buyer behavior”, The Service Industries Journal, 14 (3), pp. 301-314.
    • (1994) The Service Industries Journal , vol.14 , Issue.3 , pp. 301-314
    • Maru File, K.1    Cermak, D.S.P.2    Prince, R.A.3
  • 60
    • 0013010572 scopus 로고    scopus 로고
    • Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
    • Maxham, J.G. (2001), “Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions”, Journal of Business Research, 54, pp. 11-24.
    • (2001) Journal of Business Research , vol.54 , pp. 11-24
    • Maxham, J.G.1
  • 62
    • 84986082086 scopus 로고    scopus 로고
    • Customer satisfaction with services: Putting perceived value into the equation
    • McDougall, G.H.G., Levesque, T. (2000), “Customer satisfaction with services: Putting perceived value into the equation”, Journal of Service Marketing, 14 (5), pp. 392-410.
    • (2000) Journal of Service Marketing , vol.14 , Issue.5 , pp. 392-410
    • McDougall, G.H.G.1    Levesque, T.2
  • 63
    • 84986097726 scopus 로고    scopus 로고
    • Building customer relationships: Do discount cards work?
    • McIlroy, A. and Barnett, S. (2000), “Building customer relationships: Do discount cards work?” Managing Service Quality, 10 (6), pp. 347-355.
    • (2000) Managing Service Quality , vol.10 , Issue.6 , pp. 347-355
    • McIlroy, A.1    Barnett, S.2
  • 64
    • 85023165684 scopus 로고    scopus 로고
    • Viewers talking about television advertising: A supplimentary measure of advertising effectiveness
    • Paper Glasgow, 20-23rd May
    • Mikkelsen, M., Van Durme, J., Carrie, D.G. (2003), Viewers talking about television advertising: a supplimentary measure of advertising effectiveness. Paper presented at the 32nd EMAC, Glasgow, 20-23rd May.
    • (2003) 32nd EMAC
    • Mikkelsen, M.1    Van Durme, J.2    Carrie, D.G.3
  • 65
    • 0346523147 scopus 로고
    • Influentials Advising their Friends to Sell Lots of High-tech Gadgetry
    • February 28th
    • Morin, S.P. (1983), “Influentials Advising their Friends to Sell Lots of High-tech Gadgetry”, Wall Street Journal, February 28th, pp. 30.
    • (1983) Wall Street Journal , pp. 30
    • Morin, S.P.1
  • 66
    • 0033439536 scopus 로고    scopus 로고
    • Whence consumer loyalty
    • Oliver, R.L. (1999), “Whence consumer loyalty”, Journal of Marketing, 63, pp. 33-44.
    • (1999) Journal of Marketing , vol.63 , pp. 33-44
    • Oliver, R.L.1
  • 67
    • 0037783361 scopus 로고    scopus 로고
    • Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty
    • Olsen, S. (2002), “Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty”, Journal of the Academy of Marketing Science, 30 (3), pp. 240-249.
    • (2002) Journal of the Academy of Marketing Science , vol.30 , Issue.3 , pp. 240-249
    • Olsen, S.1
  • 68
    • 0000008076 scopus 로고
    • Disconfirmation of consumer expectations through product trial
    • April
    • Olson, J.C. and Dover, P. (1979), “Disconfirmation of consumer expectations through product trial,” Journal of Applied Psychology, 64 (April), pp. 179-189.
    • (1979) Journal of Applied Psychology , vol.64 , pp. 179-189
    • Olson, J.C.1    Dover, P.2
  • 70
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., Zeithaml, V., Berry, L. (1985). “A conceptual model of service quality and its implications for future research”, Journal of Marketing, 49, pp. 41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.2    Berry, L.3
  • 71
    • 0001312089 scopus 로고
    • SeRVQUAL: A multiple-ıtem scale for measuring consumer perceptions of service quality
    • Parasuraman, A., Zeithaml, V., Berry, L. (1988), “SERVQUAL: A multiple-ıtem scale for measuring consumer perceptions of service quality”, Journal of Retailing, 64 (1), pp. 12-40.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.2    Berry, L.3
  • 72
    • 23044517869 scopus 로고    scopus 로고
    • The impact of technology on the quality value loyalty chain: A research agenda
    • Parasuraman, A. and Grewal, D. (2000), “The Impact of Technology on The Quality Value Loyalty Chain: A Research Agenda”, Journal of the Academy of Marketing Science 28 (1), pp. 168-174.
    • (2000) Journal of the Academy of Marketing Science , vol.28 , Issue.1 , pp. 168-174
    • Parasuraman, A.1    Grewal, D.2
  • 76
    • 85133004179 scopus 로고    scopus 로고
    • The value concept and relationship marketing
    • Ravald, A. and Grönroos, C. (1996), “The value concept and relationship marketing”, European Journal of Marketing, 30 (2), pp. 19-30.
    • (1996) European Journal of Marketing , vol.30 , Issue.2 , pp. 19-30
    • Ravald, A.1    Grönroos, C.2
  • 77
    • 0027566971 scopus 로고
    • Loyalty-based management
    • Reichheld, F. (1993), “Loyalty-based management”, Harvard Business Review, 71 (2), pp. 64-73.
    • (1993) Harvard Business Review , vol.71 , Issue.2 , pp. 64-73
    • Reichheld, F.1
  • 81
    • 34248138319 scopus 로고
    • Re-examining perceived ease of use and usefulness: A confirmatory factor analysis
    • Segars, A.H. and Grover, V. (1993), “Re-Examining Perceived Ease of Use And Usefulness: A Confirmatory Factor Analysis”, MIS Quarterly, 17 (4), pp. 517-525.
    • (1993) MIS Quarterly , vol.17 , Issue.4 , pp. 517-525
    • Segars, A.H.1    Grover, V.2
  • 82
    • 84909326167 scopus 로고
    • Word of mouth in low risk innovations
    • Sheth, J.N. (1971), “Word of mouth in low risk innovations”, Journal of Advertising Research, 11, pp. 15-18.
    • (1971) Journal of Advertising Research , vol.11 , pp. 15-18
    • Sheth, J.N.1
  • 83
    • 0033473071 scopus 로고    scopus 로고
    • Customer loyalty: The future of hospitality marketing
    • Shoemaker, S. and Lewis, R.C. (1999), “Customer loyalty: The future of hospitality marketing”, Hospitality Management, 18, pp. 345-370.
    • (1999) Hospitality Management , vol.18 , pp. 345-370
    • Shoemaker, S.1    Lewis, R.C.2
  • 84
    • 33845910099 scopus 로고    scopus 로고
    • Receiving Word-of-mouth from the Service Customer: An emotion-based Effectiveness Assessment
    • March 2007
    • Söderlund, M. and Rosengren, S. (2007), “Receiving Word-of-mouth from the Service Customer: An emotion-based Effectiveness Assessment”, Journal of Retailing and Consumer Services, Volume 14, Issue 2, March 2007, pp. 123-136.
    • (2007) Journal of Retailing and Consumer Services , vol.14 , Issue.2 , pp. 123-136
    • Söderlund, M.1    Rosengren, S.2
  • 85
    • 0030486062 scopus 로고    scopus 로고
    • A reexamination of the determinants of consumer satisfaction
    • Spreng, R.A., Mackenzie, S.B., Olshavsky, R.W. (1996), “A reexamination of the determinants of consumer satisfaction”, Journal of Marketing, 60, pp. 15-32.
    • (1996) Journal of Marketing , vol.60 , pp. 15-32
    • Spreng, R.A.1    Mackenzie, S.B.2    Olshavsky, R.W.3
  • 86
    • 0032632416 scopus 로고    scopus 로고
    • Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry
    • Stank, T.P., Goldsby, T.J., Vickery, S.K. (1999), “Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry”, Journal of Operations Management, 17, pp. 429-447.
    • (1999) Journal of Operations Management , vol.17 , pp. 429-447
    • Stank, T.P.1    Goldsby, T.J.2    Vickery, S.K.3
  • 87
    • 84979055760 scopus 로고    scopus 로고
    • Demographic discriminators of service quality in the banking industry
    • Stafford, M.R. (1996), “Demographic Discriminators of Service Quality in The Banking Industry”, The Journal of Services Marketing, 10 (4), pp. 6-22.
    • (1996) The Journal of Services Marketing , vol.10 , Issue.4 , pp. 6-22
    • Stafford, M.R.1
  • 88
    • 0001915375 scopus 로고
    • A revised model for advertising: Multiple dimensions of the source, the message, and the recipient
    • Stern, B. (1994), “A revised model for advertising: multiple dimensions of the source, the message, and the recipient”, Journal of Advertising, 23(2), pp.5–16.
    • (1994) Journal of Advertising , vol.23 , Issue.2 , pp. 5-16
    • Stern, B.1
  • 89
    • 23044519528 scopus 로고    scopus 로고
    • The effects of extrinsic product cues on consumers’ perceptions of quality, sacrifice, and value
    • Tears, K. and Agarwal, S. (2000), “The effects of extrinsic product cues on consumers’ perceptions of quality, sacrifice, and value”, Journal of the Academy of Marketing Science, 28 (2), pp. 280-29.
    • (2000) Journal of the Academy of Marketing Science , vol.28 , Issue.2 , pp. 280-329
    • Tears, K.1    Agarwal, S.2
  • 91
    • 85118284980 scopus 로고    scopus 로고
    • TÜRMOB Türmob Yayınları, 297, Ankara
    • TÜRMOB (2006a). Çalıúma Raporu, Türmob Yayınları, No.297, Ankara.
    • (2006) Çalıúma Raporu
  • 92
    • 85118284969 scopus 로고    scopus 로고
    • TÜRMOB Türmob Yayınları, Ankara
    • TÜRMOB (2006b). Instruction Guide, Türmob Yayınları, Ankara.
    • (2006) Instruction Guide
  • 93
    • 0032344907 scopus 로고    scopus 로고
    • The roles of price, performance, and expectations in determining satisfaction in service exchanges
    • Voss, G.B., Parasuraman, A., Grewal, D. (1998), “The Roles of Price, Performance, And Expectations in Determining Satisfaction in Service Exchanges”, Journal of Marketing, 62, pp. 46-61.
    • (1998) Journal of Marketing , vol.62 , pp. 46-61
    • Voss, G.B.1    Parasuraman, A.2    Grewal, D.3
  • 94
    • 0009308337 scopus 로고
    • CPA service providers: A profile of client types and their assessment of performance
    • Issues October-November
    • Walt, N., Scott, D. and Woodside, A.G. (1994), “CPA service providers: A Profile of Client Types and Their Assessment of Performance”, Journal of Business Research, Volume 31, Issues 2-3, October-November, pp. 225-233.
    • (1994) Journal of Business Research , vol.31 , Issue.2-3 , pp. 225-233
    • Walt, N.1    Scott, D.2    Woodside, A.G.3
  • 95
    • 0002189654 scopus 로고
    • Sources of consumer satisfaction with retail outlets
    • Fall)
    • Westbrook, R. (1981), “Sources of consumer satisfaction with retail outlets”, Journal of Retailing, 57, (Fall), pp.8-85.
    • (1981) Journal of Retailing , vol.57 , pp. 8-85
    • Westbrook, R.1
  • 96
    • 0000922949 scopus 로고
    • Product/consumption-based affective responses and postpurchase processes
    • Westbrook, R.A. (1987), “Product/consumption-based affective responses and postpurchase processes”, Journal of Marketing Research, 24, pp. 258-270.
    • (1987) Journal of Marketing Research , vol.24 , pp. 258-270
    • Westbrook, R.A.1
  • 97
    • 0002815002 scopus 로고
    • The dimensionality of consumption emotion patterns and consumer satisfaction
    • Westbrook, R.A. and Oliver, R.L. (1991), “The Dimensionality of Consumption Emotion Patterns And Consumer Satisfaction”, Journal of Consumer Research, 18, pp. 84-91.
    • (1991) Journal of Consumer Research , vol.18 , pp. 84-91
    • Westbrook, R.A.1    Oliver, R.L.2
  • 99
    • 0031536393 scopus 로고    scopus 로고
    • Customer value: The next source for competitive advantage
    • Woodruff, R.B. (1997), “Customer Value: The Next Source for Competitive Advantage”, Journal of the Academy of Marketing Science, 25 (2), pp. 139-153.
    • (1997) Journal of the Academy of Marketing Science , vol.25 , Issue.2 , pp. 139-153
    • Woodruff, R.B.1
  • 101
    • 0002667763 scopus 로고
    • Consumer perceptions of price, quality, and value: A means–end model and synthesis of evidence
    • Zeithaml, V.A. (1988), “Consumer perceptions of price, quality, and value: A means–end model and synthesis of evidence”, Journal of Marketing, 52 (3), pp. 2-22.
    • (1988) Journal of Marketing , vol.52 , Issue.3 , pp. 2-22
    • Zeithaml, V.A.1
  • 102
    • 85118284173 scopus 로고    scopus 로고
    • Muhasebe Bürolarından Algılanan Hizmet Kalitesi ve Mükelleflerin Tatmin Düzeylerine Yönelik Yapısal Bir Model Önerisi-1
    • ve Sayı: January
    • Yayla, H.E. ve Cengiz, E. (2006), “Muhasebe Bürolarından Algılanan Hizmet Kalitesi ve Mükelleflerin Tatmin Düzeylerine Yönelik Yapısal Bir Model Önerisi-1”, MUFAD Dergisi, Sayı: 29, January, pp. 176-181.
    • (2006) MUFAD Dergisi , vol.29 , pp. 176-181
    • Yayla, H.E.1    Cengiz, E.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.