Araştırma Makalesi
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Yıl 2013, Cilt: 31 Sayı: 2, 15 - 52, 31.12.2013

Emre Dölarslan

https://doi.org/10.17065/huniibf.103642
Cited By: 4

Öz

The Effects of Quality, Value and Satisfaction on Behavioral Intentions: Evaluation of Alternative Models in the Retail Industry According to Cronin et al., (2000) service evaluation studies in related literature builds on several competing theories and service evolution models related to these theories can be classified into four competing models. In this context, the purpose of the study is to investigate service evolution models suggested by Cronin et al. (2000) within the context of supermarkets in the retail industry. For this purpose, a self-administered questionnaire survey was conducted on 971 common customers of same size and type supermarkets. Service evolution models suggested by Cronin et al., (2000) are analyzed. To test the reliability and validity of model structures, confirmatory factor analysis was performed and the research models were tested with structural equation modeling. The findings of this study indicate that the relationship between service quality and behavioral intentions is indirect when all of related variables are considered collectively

Anahtar Kelimeler

Behavioral intention service value service quality satisfaction service evolution models

Kaynakça

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  • Ansari A., A. Kheirabadi, S. Ghalamkari, A.R. Khanjari (2013) “Investigation the Relationship among Mobile Value-Added Services Quality, Customer Satisfaction and the Continuance Intention: Case Study, Hamrah Avval Operator”, International Journal of Information Science and Management, April (Special Issue), 67-84.
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KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ

Yıl 2013, Cilt: 31 Sayı: 2, 15 - 52, 31.12.2013

Emre Dölarslan

https://doi.org/10.17065/huniibf.103642
Cited By: 4

Öz

Cronin vd. (2000)’e göre, literatürde hizmet üzerine yapılan çalışmalar farklı teoriler üzerinde temellenmiştir ve bu teoriler ile ilişkili hizmet değerlendirme modelleri dört şekilde sınıflandırılabilir. Bu kapsamda, çalışmada söz konusu modellerin perakendecilik sektöründe yer alan süpermarketler kapsamında araştırılması amaçlanmaktadır. Bu amaçla, aynı ölçek ve tipteki süpermarketlerin ortak 971 müşterisine anket uygulaması yapılmıştır. Cronin vd., (2000) tarafından önerilen hizmet değerlendirme modelleri analiz edilmiştir. Model yapılarının güvenilirlik ve geçerliliklerinin test edilmesi için doğrulayıcı faktör analizi uygulanmış ve araştırma modellerinin testi yapısal eşitlik modellemesi ile yapılmıştır. Bu çalışmanın sonuçları, tüm değişkenler beraber ele alındığında, hizmet kalitesi ve davranışsal niyet arasındaki ilişkinin dolaylı olduğunu göstermektedir.

Anahtar Kelimeler

Davranışsal niyet hizmet değeri hizmet kalitesi tatmin hizmet değerlendirme modelleri

Kaynakça

  • Alexandris K., D. Dimitriadis, A. Kasiara (2002) “Behavioral Consequences of Perceived Service Quality: An Exploratory Study in The Context of Private Fitness Participation”, Journal of Sport Behavior, 25(3), 217–231.
  • Alford B.L., D.L. Sherrell (1996) “The Role of Affect in Consumer Satisfaction Judgments of Credence-Based Services”, Journal of Business Research, 37(September), 71–84.
  • Anderson E.W., C. Fornell, D.R. Lehmann (1994) “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden”, Journal of Marketing, 58(3), 53-66.
  • Anderson J., D. Gerbing (1988) “Structural Equation Modeling in Practice: A Review and Recommended Two Step Approach,” Psychological Bulletin, 103(May), 411-423.
  • Anderson E.W., M. Sullivan (1993) “The Antecedents and Consequences of Customer Satisfaction for Firms”, Marketing Science, 12, 125-143.
  • Andreassen T.W. (1998) “Customer Loyalty and Complex Services”, International Journal of Service Industry Management, 9(1), 178-194.
  • Ansari A., A. Kheirabadi, S. Ghalamkari, A.R. Khanjari (2013) “Investigation the Relationship among Mobile Value-Added Services Quality, Customer Satisfaction and the Continuance Intention: Case Study, Hamrah Avval Operator”, International Journal of Information Science and Management, April (Special Issue), 67-84.
  • Asubonteng P., K.J. McCleary, J.E. Swan (1996) “SERVQUAL Revisited: A Critical Review of Service Quality”, The Journal of Services Marketing, 10(6), 62- 81.
  • Athanassopoulos A.D. (2000) “Customer Satisfaction Cues to Support Market Segmentation and Explain Switching Behavior”, Journal of Business Research, 47, 191-207.
  • Avcılar M.Y. (2008) “Tüketici Temelli Marka Değerinin Ölçümü,” Ç.Ü. Sosyal Bilimler Enstitüsü Dergisi, 17(1), 11-30.
  • Babakus E., G.W. Boller (1992) “An Empirical Assessment of the SERVQUAL Scale”, Journal of Business Research, 24, 253-268.
  • Babakus E., C.C. Bienstock, J.R.V. Scotter (2004) “Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth”, Decision Sciences, 35(4), 713-737.
  • Baker D.A., J.L. Crompton (2000) “Quality, Satisfaction and Behavioral Intentıons”, Annals of Tourism Research, 27(3), 785-804.
  • Baker J., D. Grewal, A. Parasuraman (1994) “The Influence of the Store Environment on Quality Inferences and Store Image”, Journal of the Academy of Marketing Science, 22(Fall), 328-339.
  • Bei L.T., Y.C. Chiao (2001) “An Integrated Model for The Effects of Perceived Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 14, 125-40.
  • Bitner, M.J. (1990) “Evaluating Service Encounters: The Effects of Physical Surrounding and Employee Responses”, Journal of Marketing, 54(2), 69-81.
  • Bloemer J., K. Ruyter, M. Wetzels (1999) “Linking Perceived Service Quality and Service Loyalty: A Multi-Dimensional Perspective”, European Journal of Marketing, 33(11/12), 1082-1106.
  • Bolton R.N. (1998) “A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction”, Marketing Science, 17(1), 45-65.
  • Bolton R.N., J.H. Drew (1991) “A Multistage Model of Customers’ Assessments of Service Quality and Value”, Journal of Consumer Research, 17(4), 875-884.
  • Bolton R.N., K.N. Lemon (1999) “A Dynamic Model of Customers’ Usage of Services: Usage As an Antecedent and Consequence of Satisfaction”, Journal of Marketing Research, 36(May), 171-186.
  • Boulding W., A. Kalra, R. Staelin, V.A. Zeithaml (1993) “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions”, Journal of Marketing Research, 30(1), 7-27.
  • Brady M.K., J.J. Cronin (2001) “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach”, Journal of Marketing, 65(July), 34-49.
  • Brady M.K., C.J. Robertson (2001) “Searching for A Consensus on the Antecedent Role of Service Quality and Satisfaction: An Exploratory Cross-National Study”, Journal of Business Research, 51, 53-60.
  • Brady M.K., G.A. Knight, J.J. Cronin, G. Tomas, M. Hult, B.D. Keillor (2005) “Removing the Contextual Lens: A Multinational, Multi-Setting Comparison of Service Evaluation Models”, Journal of Retailing, 81(3), 215–230.
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  • Gotlieb J.B., D. Grewal, S.W. Brown (1994) “Consumer Satisfaction and Perceived Quality: Complementary or Divergent Constructs”, Journal of Applied Psychology, 79(6), 875-885.
  • Gounaris S., S. Dimitriadis, V. Stathakopoulos (2010) "An Examination of the Effects of Service Quality and Satisfaction on Customers' Behavioral Intentions in e- shopping", Journal of Services Marketing, 24(2), 142-156.
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  • Gürbüz E., A. Büyükkeklik, M.Y. Avcılar, M. Toksarı (2008) “Algılanan Hizmet Kalitesinin Tatmin ve Davranışsal Niyet Üzerine Etkisi: Niğde İlindeki Süpermarketler Üzerine Ampirik Bir Çalışma”, Ege Akademik Bakış, 8(2), 785-812.
  • Hair J.F., R.E. Anderson, R.L. Tatham, W.C. Black (1998) Multivariate Data Analysis, New Jersey: Prentice-Hall Inc.
  • Hallowell R. (1996) “The Relationship of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study”, International Journal of Service Industry Management, 7(4), 27-42.
  • Helson H. (1948) "Adaptation-Level as a Basis for a Quantitative Theory of Frames of Reference", Psychological Review, 55 (November), 297-313.
  • Helson H. (1959) "Adaptation Level Theory," in Psychology: A Study of a Science, Vol. 1, S. Koch, (ed.), New York: McGraw-Hill.
  • Hong S., M.L. Malik, M.K. Lee (2003) “Testing Configural, Metric, Scalar, and Latent Mean Invariance Across Genders in Sociotropy and Autonomy Using a Non- Western Sample”, Educational and Psychological Measurement, 63, 636.
  • Hu H., J. Kandampully, T.D. Juwaheer (2009), “Relationships and Impacts of Service Quality, Perceived Value, Customer Satisfaction and Image: An Empirical Study”, The Service Industries Journal, 29(2), 111-125.
  • Hutchinson J., F. Lai, Y. Wang (2009) “Understanding the Relationships of Quality, Value, Equity, Satisfaction and Behavioral Intentions Among Golf Travelers”,
  • Iacobucci D., A. Ostrom, K. Grayson (1995) “Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer”, Journal of Consumer Psychology, 4(3), 277-303.
  • Kelley S.W., M.A. Davis (1994) “Antecedents to Customer Expectations for Service Recovery”, Journal of the Academy of Marketing Science, 22(1), 52-61.
  • Korda A.P., B. Snoj (2010) “Development, Validity and Reliability of Perceived Service Quality in Retail Banking and its Relationship with Perceived Value and Customer Satisfaction”, Managing Global Transitions, 8(2), 187-205.
  • Kuo Y., C. Wub, W. Deng (2009) “The Relationships Among Service Quality, Perceived Value, Customer Satisfaction and Post-Purchase Intention in Mobile Value-Added Services”, Computers in Human Behavior, 25, 887-896.
  • Ladhari R. (2009)"Service Quality, Emotional Satisfaction and Behavioural Intentions: A Study in The Hotel Industry", Managing Service Quality, 19(3), 308 – 331.
  • Lin W.B. (2007) “The Exploration of Customer Satisfaction Model From A Comprehensive Perspective”, Expert Systems with Applications, 33, 110- 121.
  • Loiacono E.T., R.T.Watson, D.L. Goodhue (2002) "WebQual: A Measure of Web Site Quality", in Proceedings of the Winter Educator's Conference, American Marketing Association, Chicago, ILL, 432-7.
  • Lu Q., X. Guo, S. An (2007) “Driving Factors behind Consumer Satisfaction: A Comparative Study on Chinese and Foreign Supermarkets in China”, International Management Review, 3(3), 45-56.
  • Mohr, L.A., M.J. Bitner (1995) “The Role of Employee Effort in Satisfaction with Service Transactions”, Journal of Business Research, 32, 239-252.
  • Nakip M., İ. Varinli, K. Güllü (2006) “Süpermarketlerde Çalışanların ve Tüketicilerin Hizmet Kalitesi Beklentilerinin ve Algılamalarının Karşılaştırılmasına Yönelik Bir Araştırma”, Atatürk Üniversitesi İktisadi ve İdari Bilimler Fakültesi, 20(2), 373-386.
  • Oliver R.L. (1977) “Effect of Expectation and Disconfirmation on Post-Expense Product Evaluations: An Alternative Interpretation”, Journal of Applied Psychology, 62, 480-486.
  • Oliver R.L., (1980) “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions”, Journal of Marketing Research, 17(4), 460-469.
  • Oliver R.L., (1999) “Whence Consumer Loyalty?”, Journal of Marketing, 63, Fundamental Issues and Directions for Marketing, 33-44.
  • Parasuraman A., V.A. Zeithaml, L.L. Berry (1985) “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, 49(Fall), 41-50.
  • Parasuraman A., V.A. Zeithaml, L.L. Berry (1988) "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, 64(1), 12-40.
  • Parasuraman A., V.A. Zeithaml, L.L. Berry (1991) "Refinement and Reassessment of the SERVQUAL Scale", Journal of Retailing, 67(4), 420-450.
  • Parasuraman A., V.A. Zeithaml, L.L. Berry (1994) "Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research", Journal of Marketing, 58(January), 111-124.
  • Parasuraman, A., D. Grewal (2000) “Serving Customers and Consumers Effectively in the Twenty-First Century: A Conceptual Framework and Overview”, Journal of the Academy of Marketing Science, 28(1), 9-16.
  • Patterson P.G., R.A. Spreng (1997) “Modeling the Relationship between Perceived Value, Satisfaction and Repurchase Intentions in a Business-to-Business, Services Context: An Empirical Examination”, The International Journal of Service Industry Management, 8(5), 415-432.
  • Petrick J.F. (2004) “The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions”, Journal of Travel Research, 42, 397-407.
  • Pihlström M., G.J. Brush (2008) “Comparing the Perceived Value of Information and Entertainment Mobile Services”, Psychology & Marketing, 25(8), 732-755.
  • Podsakoff P.M., D.W. Organ (1986) “Self-Reports in Organizational Research: Problems and Prospects”, Journal of Management, 12(4), 531-544.
  • Roest H., R. Pieters (1997) “The Nomological Net of Perceived Service Quality”, International Journal of Service Industry Management, 8(4), 336-351.
  • Ruyter K., J. Bloemer, P. Peters (1997) “Merging Service Quality and Service Satisfaction: An Empirical Test of An Integrative Model”, Journal of Economic Psychology, 18, 387-406.
  • Schermelleh-Engel K., H. Moosbrugger, H. Müller (2003) “Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness- of-Fit Measures”, Methods of Psychological Research Online, 8(2), 23-74.
  • Şimşek Ö.F. (2007) Yapısal Eşitlik Modellemesine Giriş-Temel İlkeler ve LISREL Uygulamaları, Ankara: Ekinoks Yayınları.
  • Sirohi N., E.W. McLaughlin, D.R. Wittink (1998) “A Model of Consumer Perceptions and Store Loyalty Intentions for A Supermarket Retailer”, Journal of Retailing, 74(2), 223-245.
  • Spreng R.A., J.S. Chiou (2000) “A Cros-Cultural Assessment of the Satisfaction Formation Process”, European Journal of Marketing, 36(7/8), 829-839.
  • Spreng R.A., R.D Mackoy (1996) “An Empirical Examination of a Model of Perceived Service Quality and Satisfaction”, Journal of Retailing, 72(2), 201-214.
  • Spreng R.A., S.B. MacKenzie, R.W. Olshavsky (1996) "A Re-Examination of the Determinants of Consumer Satisfaction", Journal of Marketing, 60, 15-32.
  • Sweeney J.C., G.N. Soutar, L.W. Johnson (1999) “The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment”, Journal of Retailing, 75(1), 77-105.
  • Tanaka, J. S. (1993) “Multifaceted conceptions of fit in structural equation models” in K. A. Bollen & J. S. Long (Ed.), Testing Structural Equation Models, Newbury Park, CA, 10-40.
  • Taylor S.A. (1997) “Assessing Regression-Based Importance Weights for Quality Perceptions and Satisfaction Judgements in the Presence of Higher Order and/or Interaction Effects”, Journal of Retailing, 73(l), 135-159.
  • Taylor S.A., T.L. Baker (1994) “An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumers’ Purchase Intentions”, Journal of Retailing, 70(2), 163-178.
  • Tektaş Ö.Ö. (2011) “Service Quality, Satisfaction, Reputation and Perceived Value as the Antecedents of Behavioral Intentions: A Cross-National Investigation in Mobile Communication Services”, İktisat İşletme ve Finans, 26(301), 35-58.
  • Theodorakis N.D., K. Alexandris, N. Tsigilis, S. Karvounis (2012) “Predicting Spectators’ Behavioural Intentions in Professional Football: the Role of Satisfaction and Service Quality”, Sport Management Review, in press.
  • Torlak Ö., C. Uzkurt, M. Özmen (2010) “Dimensions of Service Quality in Grocery Retailing: A Case From Turkey”, Management Research Review, 33(5), 413- 422.
  • Türk Z., M.Y. Avcılar (2009) “The Effects of Perceived Service Quality of Audit Firms on Satisfaction and Behavioural Intentions: A Research on the Istanbul Stock Exchange Listed Companies”, Research of Journal of Business Management, 2(1), 36-46.
  • Vazquez R., A.B. Del Rio, V. Iglesias (2002) “Consumer Based Brand Equity: Development and Validation of a Measurement Instrument”, Journal of Marketing Management, 18(1-2), 27-48.
  • Wakefield K.L., J.H. Barnes (1996) “Retailing Hedonic Consumption: A Model Of Sales Promotion of A Leisure Service”, Journal of Retailing, 72(4), 409-427.
  • Wells W.D. (1993) “Discovery-Oriented Consumer Research”, Journal of Consumer Research, 19(4), 489-504.
  • West S.G., J.F. Finch, P.J. Curran (1995) “Structural equation models with non-normal variables: Problems and remedies” in R. Hoyle (Ed.), Structural equation modeling: Concepts, Issues and Applications, Newbury Park, CA: Sage, 56- 75.
  • Williams P., G.N. Soutar (2009) “Value, Satisfaction and Behavioral Intentions in an Adventure Tourism Context”, Annals of Tourism Research, 36(3), 413-438.
  • Wolfinbarger M., M.C. Gilly (2003) “eTailQ: Dimensionalizing, Measuring and Predicting E-Tail Quality”, Journal of Retailing, 79(3), 183-198.
  • Woodruff R.B. (1997) “Customer Value: The Next Source for Competitive Advantage,” Journal of the Academy of Marketing Science, 25(Spring), 139-153.
  • Yoo B., N. Donthu (2001) “Developing A Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL)”, Quarterly Journal of Electronic Commerce, 2(1).
  • Zeithaml V.A. (1988) “Consumer Perceptions of Price, Quality and Value: A Means- End Model and Synthesis of Evidence”, Journal of Marketing, 52(July), 2-22.
  • Zeithaml V.A., L.L. Berry, A. Parasuraman (1996) “The Behavioral Consequences of Service Quality”, Journal of Marketing, 60(2), 31-46.
  • Zeithaml V.A., A. Parasuraman, A. Malhotra (2002) “Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge”, Journal of the Academy of Marketing Science, 30(Fall), 362-410.
Toplam 108 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi
Yazarlar

Emre Dölarslan

Yayımlanma Tarihi 31 Aralık 2013
Gönderilme Tarihi 21 Ocak 2015
Yayımlandığı Sayı Yıl 2013 Cilt: 31 Sayı: 2

Kaynak Göster

APA Dölarslan, E. (2013). KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ. Hacettepe Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 31(2), 15-52. https://doi.org/10.17065/huniibf.103642
AMA Dölarslan E. KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. Aralık 2013;31(2):15-52. doi:10.17065/huniibf.103642
Chicago Dölarslan, Emre. “KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ”. Hacettepe Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi 31, sy. 2 (Aralık 2013): 15-52. https://doi.org/10.17065/huniibf.103642.
EndNote Dölarslan E (01 Aralık 2013) KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 31 2 15–52.
IEEE E. Dölarslan, “KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ”, Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, c. 31, sy. 2, ss. 15–52, 2013, doi: 10.17065/huniibf.103642.
ISNAD Dölarslan, Emre. “KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ”. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 31/2 (Aralık 2013), 15-52. https://doi.org/10.17065/huniibf.103642.
JAMA Dölarslan E. KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2013;31:15–52.
MLA Dölarslan, Emre. “KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ”. Hacettepe Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, c. 31, sy. 2, 2013, ss. 15-52, doi:10.17065/huniibf.103642.
Vancouver Dölarslan E. KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2013;31(2):15-52.

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