CARMAN, James M.; (1990), “Consumer Perceptions of Service Quality: An
Assessment of the SERVQUAL Dimensions," Journal of Retailing,
Spring, 66(1), ss. 33-41.
CHURCHILL, Gilbert A. ve Dawn IACOBUCCI; (2002), Marketing Research
Methodological Foundations, 8th Edition, Harcourt College
Publishers, 984s.
CRONIN, Joseph J. ve Steven A. TAYLOR; (1992), “Measuring Service Quality:
A Reexamination and Extension”, Journal of Marketing, Jul, 56,
ss. 55-68.
CRONIN, Joseph J. ve Steven A. TAYLOR (1994) “SERVPERF versus
SERVQUAL: Reconciling Performance Based and Perceptions Minus
Measurement of Service Quality,” Journal of Marketing, Jan, 58, ss.
125-134
DABHOLKAR, Pratibha A.; Dayle I. THORPE ve Joseph O. RENTZ; (1996),
“A Measure of Service Quality for Retail Stores: Scale Development
and Validation”, Journal of the Academy of Marketing Science,
24(1), ss. 3-16.
FINN, David W. ve Charles W. LAMB; (1991), “An Evaluation of the
SERVQUAL Scales in A Retail Setting,” Advances in Consumer
Research, 8, ss. 483-490.
GAGLIANO, Kathryn Bishop. ve Jan HATHCOTE; (1994), “Customer
Expectations and Perceptions of Service Quality in Retail Assarel
Specialty Stores,” Journal of Services Marketing, , 8(1), ss. 60-69.
GREEN Paul E.; Donald S. TULL ve Gerald S. ALBAUM (1998), Research
for Marketing Decisions, Fifth Edition, Prentice-Hall, Inc. 340s.
JAMES, William;. Charles A. MCMELLON ve Gladys Torres
BAUMGARTEN ; (2004), “Dogs and Cats Rule: A New Insight Into
Segmentation”, Journal of Targeting, Measurement and Analysis for
Marketing, October 13(1), ss. 70-77.
KAMINENI, Rajeev; (2005), “The Next Stage of Psychographic Segmentation:
Usage of Enneagram”, Journal of American Academy of Business,
Cambridge, March, 6(1), ss. 315-320.
KLEMZ, BRUCE R.; (1999), “Assessing Contact Personnel/Customer
Interaction in A Small Town: Differences Between Large and Small
Retail Districts,” The Journal of Services Marketing, 13(3), ss. 194-
207.KLEMZ, Bruce R. ve Christo BOSHOFF; (2001), “Environmental and
Emotional Influences on Willingness-to-Buy in Small and Large
Retailers,” European Journal of Marketing, 35(1/2), ss. 70-91.
KOTLER, Philip; (2000), Marketing Management The Millennium Edition,
Prentice Hall, Tenth Edition, Usser Saddle River 07458, New Jersey,
263s.
KURTULUS, Kemal; (2004), Pazarlama Arastırmaları, Genisletilmis ve
Gözden Geçirilmis Yedinci Basım, Literatür yayınları: 114, Subat, stanbul,
191s.
LAW, Agnes K. Y.;Y V HUI, ve Xiande ZHAO; (2004), “Modeling Repurchase
Frequency and Customer Satisfaction for Fast Food Outlets”, The
International Journal of Quality & Reliability Management, 21(5),
ss. 545-563.
MEHTA, Subhash C.; Ashok K. LALWAN ve Soon Li HAN; (2000), “Service
Quality in Retailing: Relative Efficiency of Alternative Measurement
Scales for Different Product-Service Environments,” International
Journal of Retail & Distribution Management, 28(2), ss. 62-72.
PARASURAMAN, A.; Valarie A. ZEITHAML ve Leonard L. BERRY; (1988),
“SERVQUAL: Multiple-Item Scale for Measuring Consumer Perceptions
of Service Quality”, Journal of Retailing, Spring, 64(1), ss. 12-
40.
RAVEN, Peter ve Dianne H. B. WELSH; (2004), “An Explaratory Study of
Influences on Retail Service Quality: A Focus on Kuwait and Lebanon”,
The Journal of Services Marketing, 18(3), ss. 198-214.
ROBLEDO, Marco Antonio; (2001), “Measuring and Managing Service
Quality: Integrating Customer Expectations,” Managing Service
Quality, 2001, 11(4), ss. 22-31.
SCHEWE, Charles D. ve Geoffrey MEREDITH, (2004), “Segmenting Global
Markets by Generational Cohorts: Determining Motivations by Age”,
Journal of Consumer Behavior, 4(1) October, ss. 51-63.
TEK, Ömer Baybars; (1999), Pazarlama lkeleri Global Yönetimsel Yaklasım
Türkiye Uygulamaları, Sekizinci Basım, Beta Yayınları, Yayın
No.838Ocak, stanbul, 433s.
VARNL, nci; Kenan GÜLLÜ, ve Sema BABAYGT; (2001), “Perakendecilikte
Hizmet Kalitesi ve Tüketicilerin Kalite Degerlendirmelerine Yönelik
Bir Arastırma," Pazarlama Dünyası, Temmuz/Agustos, 15(04), ss.
32-38.YAVAS, Ugur.; Martin BENKENSTEIN ve Uwe STUHLDREIER; (2004),
“Relationships Between Service Quality and Behavioral Outcomes: A
Study of Private Bank Customers in Germany”, The International
Journal of Bank Marketing, 22(2), ss. 144-157.
ZIKMUND William G.; (1997), Business Research Methods, Fifth Edition,
The Dryden Press, 402s.
Thank you for copying data from http://www.arastirmax.com
