ALGILANAN HİZMET KALİTESİ AÇISINDAN BEKLENTİLER VE İLETİŞİM

-BARON,
Steve
; Harris, Kim. (1995). Services Marketing: Text and Cases. London: Macmillan Press Ltd.
-CARMAN, James M. (1990). Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions.Journal of Retailing 66, 33 - 55.
-CRONIN, Joseph J. & Taylor, Steven A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing 56, 55-68.
-FILL, Chris. (1999). Marketing Communications: contexts, contents and strategies. Secons Edition. Europe: Prentice Hall. -HOFFMAN, K.Douglas; Bateson John E.G. (1997). Essentials of Services Marketing. U.S.A: The Dryden Press. -KOTLER, Philip. (2001). Dijital Çağda Pazarlama. Capital. -LEWIS, Barbara L. (1993). Service Quality Measurement. Marketing Intelligence & Planning 11, (4), 4 - 12. - PARAS U RAMAN A.; Zeithaml, Valarie A.& Berry, Leonard L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing 49, (Fall 1985), 41 - 50.
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İLETİŞİM FAKÜLTESİ DERGİSİ/Algılanan Hizmet Kalitesi Açısından Beklentiler ve
İletişim
-SIVADAS,
Eugene&Baker-Prewitt
, Jamie L (2001). An
examination of the relationship between service quality, customer
satisfaction, and store loyalty. International Journal of
Retail&Distribution Management 28, (2), 73 -82.
-SOLOMON, Michael R. (1999). Consumer Behavior Buying,
Having and Being. New Jersey: Prentice Hall.
-ŞEKERKAYA, Ahmet. (1997). Bankacılık Hizmetlerinde Algılanan
Toplam Kalite Ölçümü. Sermaye Piyasası Kurulu Yayınlan No.87,
Ankara: Pelin Ofset.
-YAMAK, Oygur. (1998). Kalite Odaklı Yönetim. İstanbul: Panel Matbaacılık
-ZEİTHAML,
Valari
e A.; Berry, Leonard L.;&Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing 60, (2), 31-46.
-ZEİTHAML,
Valari
e A.; Bitner, Mary Jo. (1996). Services Marketing. New York: McGraw-Hill.
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