Yıl: 2009 Cilt: 27 Sayı: 2 Sayfa Aralığı: 61 - 82 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022

Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü

Öz:
Bu çalısma, hizmet kalitesi kavramı hakkında yayınlanmıs olan temel makalelerle ilgili bir literatür taramasıdır. Makalelerin seçilmesinde Sosyal Bilimler Atıf indeksi (SSCI) kapsamındaki dergiler kullanılmıstır. Çalısma, geleneksel hizmet kalitesi kavramının tarihi gelisim sürecinin, bu konu hakkında gelistirilmis temel modellerin ve çalısmaların yanı sıra son yıllarda artarak arastırılan elektronik hizmet kalitesi kavramını da içermektedir. Bu çalısmanın, hizmet kalitesinin kavramsal ve metodolojik gelisimine katkıda bulunması ve gelecekte bu konu hakkında yapılacak olan çalısmalara ısık tutması amaçlanmaktadır
Anahtar Kelime:

Konular: İşletme İktisat

Milestones of service quality concept in marketing literature

Öz:
This study is a general compilation of the foregrounded studies on service quality concept that have been published so far. Journals within the context of Social Sciences Citation Index (SSCI) were used as the basis in the determination of the studies. The study embodies the historical progress of traditional service quality concept, the basic models developed on the subject and researches made on it including electronic service quality concept, an emerging research area of the recent years. This study aims at providing valuable inroads into the conceptual and methodological phases of service quality and is expected to enlighten the future research paths.
Anahtar Kelime:

Konular: İşletme İktisat
Belge Türü: Makale Makale Türü: Derleme Erişim Türü: Erişime Açık
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  • Zeithaml, V. A., L. L. Berry and A. Parasuraman (1996) “The Behavioral Consequences of Service Quality”, Journal of Marketing, 60(2), 31-46.
  • Zeithaml, V.A., A. Parasuraman and A. Malhotra (2000) “A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice”, Marketing Science Institute, Cambridge, MA.: Report, 00-115.
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APA AKINCI S, İNAN A, AKSOY Ş, BÜYÜKKÜPCÜ A (2009). Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü. , 61 - 82.
Chicago AKINCI Serkan,İNAN Atılgan.Eda,AKSOY Şafak,BÜYÜKKÜPCÜ Aslıhan Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü. (2009): 61 - 82.
MLA AKINCI Serkan,İNAN Atılgan.Eda,AKSOY Şafak,BÜYÜKKÜPCÜ Aslıhan Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü. , 2009, ss.61 - 82.
AMA AKINCI S,İNAN A,AKSOY Ş,BÜYÜKKÜPCÜ A Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü. . 2009; 61 - 82.
Vancouver AKINCI S,İNAN A,AKSOY Ş,BÜYÜKKÜPCÜ A Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü. . 2009; 61 - 82.
IEEE AKINCI S,İNAN A,AKSOY Ş,BÜYÜKKÜPCÜ A "Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü." , ss.61 - 82, 2009.
ISNAD AKINCI, Serkan vd. "Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü". (2009), 61-82.
APA AKINCI S, İNAN A, AKSOY Ş, BÜYÜKKÜPCÜ A (2009). Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 27(2), 61 - 82.
Chicago AKINCI Serkan,İNAN Atılgan.Eda,AKSOY Şafak,BÜYÜKKÜPCÜ Aslıhan Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 27, no.2 (2009): 61 - 82.
MLA AKINCI Serkan,İNAN Atılgan.Eda,AKSOY Şafak,BÜYÜKKÜPCÜ Aslıhan Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, vol.27, no.2, 2009, ss.61 - 82.
AMA AKINCI S,İNAN A,AKSOY Ş,BÜYÜKKÜPCÜ A Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2009; 27(2): 61 - 82.
Vancouver AKINCI S,İNAN A,AKSOY Ş,BÜYÜKKÜPCÜ A Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2009; 27(2): 61 - 82.
IEEE AKINCI S,İNAN A,AKSOY Ş,BÜYÜKKÜPCÜ A "Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü." Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 27, ss.61 - 82, 2009.
ISNAD AKINCI, Serkan vd. "Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü". Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 27/2 (2009), 61-82.