___

• Adams, J. S. (1965). “Inequity In Social Exchange”. (L. Berkowitz , Ed.) Advances in Experimental Social Psychology, 2, 267-299.
• Akbulut, O. (2011). Avrupa Müşteri Memnuniyet İndeksi Ölçek Uyumluluğu Çalışması: Antalya'daki Beş Yıldızlı Otel İşletmelerinde Uygulanması, (Yayınlanmamış Yüksek Lisans Tezi). Antalya: Akdeniz Üniversitesi.
• Alexander, S., & Ruderman, M. (1987). “The Role of Procedural and Distributive Justice in Organizational Behavior”. Social Justice Research, 1(2), 177-198. doi:10.1007/BF01048015
• Al-Msallam, S., & Alhaddad, A. (2016). “Customer Satisfaction and Loyalty in the Hotel Industry: the Mediating Role of Relationship Marketing (PLS Approach)”. Journal of Research in Business and Management, 4(5), 32-42.
• Anderson, E. W., & Sullivan, M. W. (1993). “The Antecedents and Consequences of Customer Satisfaction for Firms”. Marketing Science, 12(2), 125-143.
• Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). “Customer Satisfaction, Market Share and Profitability: Findings From Sweden”. Journal of Marketing, 58(3), 53-66.
• Arrow, K. J. (1972). “Gifts and Exchanges”. Philosophy & Public Affairs, 1(4), 343-362.
• Atakan, T. (2006). Trakya Bölgesinde Tekstil İşletmelerinde Kalite Yaklaşımı ve Müşteri Memnuniyeti Analizi, (Yayınlanmamış Doktora Tezi). Edirne: Trakya Üniversitesi.
• Aurier, P., & Siadou-Martin, B. (2007). “Perceived Justice and Consumption Experience Evaluations: A Qualitative and Experimental Investigation”. International Journal of Service Industry Management, 18(5), 450-471. doi:10.1108/09564230710826241
• Bei, L.-T., & Chiao, Y.-C. (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 Behavior, 14, 125-140.
• Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994). “Improving Service Quality in America: Lessons Learned”. Academy of Management Executive, 8(2), 32-52.
• Blau, P. M. (1964). Exchange and Power in Social Life. New York: J. Wiley.
• Blodgett, J. G., Hill, J. D., & Tax, S. S. (1997). “The Effects of Distributive, Procedural and Interactional Justice on Postcomplaint Behavior”. Journal of Retailing, 73(2), 185-210. doi:10.1016/S0022-4359(97)90003-8
• Bolton, L. E., Warlop, L., & Alba, J. W. (2003). “Consumer Perceptions of Price (Un)fairness”. Journal of Consumer Research, 29(4), 474-491. doi:10.1086/346244
• Bolton, R. N., & Drew, J. H. (1991). “A Multistage Model of Customers' Assessments of Service Quality and Value”. Journal of Consumer Research, 17(4), 375-384.
• Bowen, D. E., Gilliland, S. W., & Folger, R. (1999). “HRM And Service Fairness: How Being Fair With Employees Spills Over To Customers”. Organizational Dynamics, 27(3), 7-23. doi:10.1016/S0090-2616(99)90018-9
• Bozbay, Z., Yaman, Y., & Özkan, E. (2016). “İnternet Perakendeciliğinde Hizmet Kalitesinin Müşteri Memnuniyeti Üzerindeki Rolü: Hazır Giyim ve Kitap Sektörü Üzerine Karşılaştırmalı Bir Araştırma”. Journal of Transportation and Logistics, 1(1), 19-38.
• Bradach, J. L., & Eccles, R. G. (1989). “Price, Authority, and Trust: From Ideal Types to Plural Forms”. Annual Review of Sociology, 15, 97-118. doi:10.1146/annurev.so.15.080189.000525
• Brewer, P. R. (2004). “Public Trust in (Or Cynicism about) Other Nations across Time”. Political Behavior, 26(4), 317-341.
• Bricci, L., Fragata, A., & Antunes, J. (2016). “The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector”. Journal of Economics, Business and Management, 4(2), 173-177. doi:10.7763/JOEBM.2016.V4.386
• Campbell, M. C. (1999). “Perceptions of Price Unfairness: Antecedents and Consequences”. Journal of Marketing Research, 36(2), 187-199. doi:10.2307/3152092
• Campbell, M. C. (2007). “Says Who?!? How the Source of Price Information and Affect Influence Perceived Price (Un)fairness”. Journal of Marketing Research, 44(2), 261-271. doi:10.1509/jmkr.44.2.261
• Carr, C. L. (2007). “The FAIRSERV Model: Consumer Reactions to Services Based on a Multidimensional Evaluation of Service Fairness”. Decision Sciences, 38(1), 107-130.
• Çiçek, R., & Doğan, İ. C. (2009). “Müşteri Memnuniyetinin Artırılmasında Hizmet Kalitesinin Ölçülmesine Yönelik Bir Araştırma: Niğde İli Örneği”. Afyon Kocatepe Üniversitesi, İ.İ.B.F. Dergisi, 11(1), 199-217.
• Davidow, M. (2003). “Have You Heard the Word? The Effect of Word of Mouth on Perceived Justice, Satisfaction and Repurchase Intentions Following Complaint Handling”. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 67-80.
• Davies, H. T., & Rundall, T. G. (2000). “Managing Patient Trust in Managed Care”. The Milbank Quarterly, 78(4), 609-624.
• Doğrul, Ü., & Yağcı, M. İ. (2015). “Hizmet Başarısızlığı Sonrası Hizmet İyileştirme Süreci ve Tüketicilerin Hizmet adaleti Algısı”. Ç.Ü. Sosyal Bilimler Enstitüsü Dergisi, 24(1), 131-144.
• Driscoll, J. W. (1978). “Trust and Participation in Organizational Decision Making as Predictors of Satisfaction”. The Academy of Management Journal, 21(1), 44-56.
• Dunn, J. (2000). “Trust and Political Agency”. D. Gambetta içinde, Trust: Making and Breaking Cooperative Relations. (s. 73-93). Oxford: University of Oxford.
• Emir, O., Kılıç, G., & Pelit, E. (2010). “Üç Yıldızlı Otel İşletmelerinde Müşteri Memnuniyeti Üzerine Bir Araştırma”. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 15(3), 291-310.
• Erikson, E. H. (1977). Childhood and Society. London: Paladin Books.
• Eroğlu, E. (2005). “Müşteri Memnuniyeti Ölçüm Modeli”. İ. Ü. İşletme Fakültesi İşletme Dergisi, 34(1), 7-25.
• Folger, R. (1977). “Distributive and Procedural Justice: Combined Impact of Voice and Improvement on Experienced Inequity”. Journal of Personality and Social Psychology, 35(2), 108-119.
• Folger, R., & Konovsky, M. A. (1989). “Effects of Procedural and Distributive Justice on Reactions”. Academy of Management Journal, 32(1), 115-130.
• Fu, Y.-Y. (2013). “Exploring New Predictors of Service Fairness in a Restaurant Situation”. Journal of Tourism & Hospitality, 2(1), 2-6.
• Gilliland, S. W. (1994). “Effects of Procedural and Distributive Justice on Reactions to a Selection System”. Journal of Applied Psychology, 79(5), 691-701. doi:10.1037//0021-9010.79.5.691
• Greenberg, J. (1990). “Organizational Justice: Yesterday, Today, and Tomorrow”. Journal of Management, 16(2), 399-432.
• Gummerus, J., Liljander, V., Pura, M., & Riel, A. v. (2004). “Customer Loyalty To Content‐Based Web Sites: The Case Of An Online Health‐Care Service”. Journal of Services Marketing, 18(3), 175-186. doi:10.1108/08876040410536486
• Gumussoy, C. A., & Koseoglu, B. (2016). “The Effects of Service Quality, Perceived Value and Price Fairness on Hotel Customers’ Satisfaction and Loyalty”. Journal of Economics, Business and Management, 4(9), 523-527. doi: 10.18178/joebm.2016.4.9.446
• Hall, M. A., Dugan, E., Zheng, B., & Mishra, A. K. (2001). “Trust in Physicians and Medical Institutions: What Is It, Can It Be Measured, and Does It Matter?”. Milbank Quarterly, 79(4), 613-639. doi:10.1111/milq.2001.79.issue-4
• Hanaysha, J. (2016). “Testing the Effects of Food Quality, Price Fairness and Physical Enviroment on Customer Satisfaction in Fast Food Restaurant Industry”. Journal of Asian Business Strategy, 6(2),31-40. doi: 10.18488/journal.1006/2016.6.2/1006.2.31.40
• Hassan, M., Hassan, S., Nawaz, M. S., & Aksel, İ. (2013). “Mesuring Customer Satisfaction and Loyalty Through Service Fairness, Service Quality and Price Fairness Perception: An Empirical Study of Pakistan Mobile Telecommunication Sector”. Science International, 25(4), 895-904.
• Herrman, A., Monroe, K., Huber, F., & Xia, L. (2007). “The Influence of Price Fairness on Customer Satisfaction: an Empirical Test in the Context of Automobile Purchases”. Journal of Product & Brand Management, 16(1), 49-58.
• Hocutt, M. A. (1998). “Relationship Dissolution Model: Antecedents Of Relationship Commitment And The Likelihood Of Dissolving A Relationship”. International Journal of Service Industry Management, 9(2), 189-200. doi:10.1108/09564239810210541
• Homans, G. C. (1961). Social Behavior: Its elementary forms. New York: Harcourt: Brace and World, Inc.
• Hui, K. M., Au, K., & Zhao, X. (2007). “Interactional Justice And The Fair Process Effect: The Role Of Outcome Uncertainty”. Journal of Experimental Social Psychology, 43(2), 210-220.
• İlter, B. (2009). “E-Perakendecilikde E-Hizmet Kalitesi, Müşteri Memnuniyeti ve Müşteri Sadakati İlişkisi: İşletme Fakültesi Öğrencileri Üzerine Bir Araştırma”. DEÜ İşletme Fakültesi Dergisi, 10(1), 97-117.
• Kahneman, D., Knetsch, J. L., & Thaler, R. (1986). “Fairness as a Constraint on Profit Seeking: Entitlements in the Market”. The American Economic Review, 76(4), 728-741. doi:10.2307/1806070
• Karaca, Ş. (2010). “Hizmet Sektöründe İlişki Pazarlaması”. Selçuk Üniversitesi Sosyal ve Ekonomik Araştırmalar Dergisi, 13(19), 443-458.
• Kaura, V. (2012). “A Link for Perceived Price, Price Fairness and Customer Satisfaction”. Pasific Business Review International, 5(6), 84-88.
• Khraim, H. S., Al-Jabaly, S. M., & Khraim, A. S. (2014). “The Effect of Perceived Value and Customer Satisfaction on Perceived Price Fairness of Airline Travelers in Jordan”. Universal Journal of Management, 2(5), 186-196. doi:10.13189/ujm.2014.020502
• Komiak, S. X., & Benbasat, I. (2004). “Understanding Customer Trust in Agent-Mediated Electronic Commerce, Web-Mediated Electronic Commerce, and Traditional Commerce”. Information Technology and Management, 5(1-2), 181-207.
• Kotler, P., Wong, V., Saunders, J., & Armstrong, G. (2005). Principles of Marketing (4b.). Essex: Pearson Education Limited.
• Kwortnik Jr., R. J., & Han, X. (2010). “The Influence of Guest Perceptions of Service Fairness on Lodging Loyalty in China”. Cornell Hospitality Quarterly, 52(3), 321-332.
• LaBarbera, P. A., & Mazursky, D. (1983). “A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process”. Journal of Marketing Research, 20(4), 393-404.
• Leninkumar, V. (2017). “The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty”. International Journal of Academic Research in Business and Social Sciences, 7(4), 450-465. doi:10.6007/IJARBSS/v7-i4/2821
• Lewis, J. D., & Weigert, A. (1985). “Trust as a Social Reality”. Social Forces, 4(1), 967-985. doi:10.1093/sf/63.4.967
• Li, W. (2011). “Study of Service Recovery of Travel Agency Based on Customer Satisfaction: An Empirical Investigation”. IPEDR. 4, s. 545-548. Singapore: IACSIT Press.
• Luhmann, N. (2000). “Familiarity, Confidence, Trust: Problems and Alternatives”. D. Gambetta içinde, Trust: Making and Breaking Cooperative Relations (s. 94-107). Oxford: University of Oxford.
• Maghzi, A., Abbaspour, B., Eskandarian, M., & Abdul Hamid, A. B. (2011). “Brand Trust in Hotel Industry: Influence of Service Quality and Customer Satisfaction”. IPEDR. 24, s. 42-46. Singapore: IACSIT Press.
• Martínez-Tur, V., Peiró, J. M., Ramos, J., & Moliner, C. (2006). “Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive, Procedural, and Interactional Justice”. Journal of Applied Social Psychology, 36(1), 100-119. doi:10.1111/j.0021-9029.2006.00005.x
• Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). “An Integrative Model of Organizational Trust”. The Academy of Management Review, 20(3), 709-734.
• Mayer, V. F., & Avila, M. G. (2015). “Precedents and Consequences of Price Unfairness Perceptions: An Exploratory Study in the Brazilian Context”. Business and Management Review, 4(12), 300-310.
• Mccoll-Kennedy, J. R., & Sparks, B. A. (2003). “Application of Fairness Theory to Service Failures and Service Recovery”. Journal of Service Research, 5(3), 251-266. doi:10.1177/1094670502238918
• Mikula, G., & Schwinger, , T. (1978). Intermember Relations and Reward Allocation: Theoretical Considerations of Affects. (H. Brandstatter, , J. H. Davis , & H. Schuler , Eds.) California: Beverly Hills.
• Monroe, K. B. (1973). “Buyers' Subjective Perceptions of Price”. Journal of Marketing Research, 10(1), 70-80. doi:10.2307/3149411
• Monroe, K. B. (2003). Pricing: Making Profitable Decisions (3 b.). Boston: McGraw-Hill/Irwin.
• Moorman, C., Zaltman, G., & Deshpande, R. (1992). “Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations”. Journal of Marketing Research, 29(3), 314-328. doi:10.2307/3172742
• Morgan, R. M., & Hunt, S. D. (1994). “The Commitment-Trust Theory of Relationship Marketing”. Journal of Marketing, 58(3), 20-38. doi:10.2307/1252308
• Mosavi, S. A., & Ghaedi, M. (2012). “A Survey On The Relationship Between Trust, Customer Loyalty, Commitment And Repurchase Intention”. African Journal of Business Management, 6(36), 10089-10098. doi:10.5897/AJBM11.2741
• Nacar, R., Polat, V., Geçti, F., & Çiçek, M. (2012). “Dinamik Fiyatlandırmada Algılanan Fiyat Adaletinin Marka İtibarına Etkisi: İDO Örneği”. (s. 805-820). Balıkesir: 17. Ulusal Pazarlama Kongresi. doi:10.13140/RG.2.1.4641.8004
• Namkung, Y., & Jang, S. C. (2010). “Effects of Perceived Service Fairness on Emotions and Behavioral Intentions in Restaurants”. European Journal of Marketing, 44(9/10), 1233-1259. doi:10.1108/03090561011062826
• Nikbin, D., Ismail, I., Marimuthu, M., & Jalalkamali, M. (2010). “Perceived Justice in Service Recovery and Recovery Satisfaction: The Moderating Role of Corporate Image”. International Journal of Marketing Studies, 2(2), 47-56.
• Nur’Hidayah, A. C., Radzi, S. M., Zahari, M. S., Muhammad, R., Aziz, A. A., & Ahmad, N. A. (2011). “The Effect of Factors Influencing the Perception of Price Fairness Towards Customer Response Behaviors”. Journal of Global Management, 2(1), 22-38.
• Oakes, G. (1990). “The Sales Process and the Paradoxes of Trust”. Journal of Business Ethics, 9(8), 671-679.
• Oliver, R. L. (1980). “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions”. Journal of Marketing Research, 17(4), 460-469. doi:10.2307/3150499
• Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw Hill. doi:10.1108/09564231011066132
• Oliver, R. L. (1999). “Whence Consumer Loyalty?”. Journal of Marketing, 63, 33-44. doi:10.2307/1252099
• Olson, L. L., & Johnson, M. D. (2003). “Service Equity, Satisfaction and Loyalty: From Transaction-spesific to Cumulative Evaluations”. Journal of Service Research, 5(3), 184-195.
• Ordóñez, L. D., Connolly, T., & Coughlan, R. (2000). “Multiple reference points in satisfaction and fairness assessment”. Journal of Behavioral Decision Making, 13(3), 329-344. doi:10.1002/1099-0771(200007/09)13:3<329::AID-BDM356>3.0.CO;2-Q
• Osman, Z. (2013). “An Empirical Study of Direct Relationship of Service Quality, Customer Satisfaction and Customer Trust on Customer Loyalty in Malaysian Rural Tourism”. Journal of Tourism, Hospitality & Culinary Arts, 5(1), 125-150.
• Palmer, A., Beggs, R., & Keown-McMullan, C. (2000). “Equity and Repurchase Intentions Following Service Failure”. Journal of Services Marketing, 14(6), 513-528.
• Pişgin, A., & Ateşoğlu, İ. (2015). “Sağlık Kurumlarında Müşteri Memnuniyeti ve Değiştirme Maliyetlerinin Müşteri Sadakati Üzerindeki Etkileri”. İşletme Araştırmaları Dergisi, 7(4), 251-271.
• Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). “Not So Different After All: A Cross-Discipline View of Trust”. Academy of Management Review, 23(3), 393-404.
• Roy, S. K., Devlin, J. F., & Sekhon, H. (2015). “The Impact of Fairness on Trustworthiness and Trust in Banking”. Journal of Marketing Management, 31(9-10), 996-1017. doi:10.1080/0267257X.2015.1036101
• Salegna, G. J., & Goodwin, S. A. (2005). “Consumer Loyalty to Service Providers: An Integrated Conceptual Model. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 18, 51-67.
• Sarwar, M. Z., Abbasi, K. S., & Pervaiz , S. (2012). “The Effect of Customer Trust on Customer Loyalty and Customer Retention: A Moderating Role of Cause Related Marketing”. Global Journal of Management and Business Research, 12(6), 27-36.
• Schermelleh-Engel, K., & Moosbrugger, H. (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.
• Schindler , R. M. (2012). Pricing Strategies A Marketing Approach. California , Thousand Oaks: SAGE Publications.
• Seiders, K., & Berry, L. L. (1998). “Service Fairness: What It is and Why It Matters”. The Academy of Management Executive, 12(2), 8-20.
• Senguo, R. A., Xixiang, S., & Kilango, N. C. (2017). “Marketing Communication Based on Customer Satisfaction and Loyalty: Zantel Tanzania”. International Journal of Innovation, Management and Technology, 8(4), 284-288. doi:10.18178/ijimt.2017.8.4.742
• Setiawan, H., & Sayuti, A. J. (2017). “Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia”. IOSR Journal of Business and Management, 19(5), 31-40. doi:10.9790/487X-1905033140
• Severt, D., Tesone, D., & Murrmann, S. (2006). “Prior Experience Satisfaction and Subsequent Fairness Perceptions Within the Service Experience”. Journal of Hospitality & Leisure Marketing, 13(3-4), 121-137. doi:10.1300/J150v13n03_07
• Siau , K., & Shen, Z. (2003). “Building Customer Trust in Mobile Commerce”. Communications of the ACM , 46(4), 91-94. doi:10.1145/641205.641211
• Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). “Consumer Trust, Value, and Loyalty in Relational Exchanges”. Journal of Marketing, 66(1), 15-37.
• Smith, A. K., Bolton, R. N., & Wagner, J. (1999). “A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery”. American Marketing Association, 36(3), 356-372.
• Sparks, B. A., & McColl-Kennedy, J. R. (1998). “The Application of Procedural Justice Principles to Service Recovery Attempts: Outcomes for Customer Satisfaction”. Association for Consumer Research, 25(1), 156-161.
• Su, L., & Hsu, M. K. (2013). “Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists”. Journal of Travel Tourism Marketing, 30(8), 786-805. doi:10.1080/10548408.2013.835228
• Sümer, N. (2000). “Yapısal Eşitlik Modelleri: Temel Kavramlar ve Örnek Uygulama”. Türk Psikoloji Yazıları, 3(6), 49-73.
• Şirin, M. E., & Aksu, M. (2016). “Otel İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyeti, Tekrar Satın Alma ve Tavsiye İsteği Üzerine Etkisi: Trabzon Ortahisar Örneği”. Karabük Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 6(2), 530-544.
• Taylor, S. A., & Hunter, G. (2003). “An Exploratory Investigation into the Antecedents of Satisfaction, Brand Attitude, and Loyalty within the (B2B) ECRM Industry”. Journal of Consumer Satisfation, Dissatisfaction and Complaining Behavior, 16, 19-35.
• Taylor, W. J., & Kimes, S. E. (2010). “How Hotel Guests Perceive the Fairness of Differential Room Pricing”. Cornell Hospitality Report, 10(2), 6-13.
• Türk, M. (2004). “Perakendeci İşletmelerde Personelin Fiziksel Özelliklerinin Müşteri Memnuniyeti Üzerindeki Etkisi: Malatya İlinde Bir Uygulama”. Fırat Üniversitesi Sosyal Bilimler Dergisi, 14(2), 273-290.
• Valenzuela, F. A., & Vásquez-Párraga, A. (2006). “Trust and Commitment as Mediating Variables in the Relationship Between Satisfaction and Hotel Guest Loyalty”. Panorama Socioeconómico, 24(32), 18-23.
• Vavra, T. G. (1999). Müşteri Tatmini Ölçümlerinizi Geliştirmenin Yolları. (G. Günay, Çev.) İstanbul: Kalder Yayınları.
• Wicks, A. C., Berman, S. L., & Jones, T. M. (1999). “The Structure of Optimal Trust: Moral and Strategic Implications”. The Academy of Management Review, 99-116.
• Williams, B. (2000). “Formal Structures and Social Reality”. D. Gambetta içinde, Trust: Making and Breaking Cooperative Relations (s. 3-13). Oxford: University of Oxford.
• Williamson, O. E. (1993). “Calculativeness, Trust, and Economic Organization”. The Journal of Law & Economics, 36(1), 453-486.
• Wirtz, J., & Kimes, S. E. (2007). “The Moderating Role of Familiarity in Fairness Perceptions of Revenue Management Pricing”. Journal of Service Research, 9(3), 229-240. doi:10.1177/1094670506295848
• Xia, L., Monroe, K. B., & Cox, J. L. (2004). “The Price Is Unfair! A Conceptual Framework of Price Fairness Perceptions”. Journal of Marketing, 68(4), 1-15. doi:10.1509/jmkg.68.4.1.42733
• Yazıcıoğlu, Y. ve Erdoğan, S. (2004). Spss Uygulamalı Bilimsel Araştırma Yöntemleri. Ankara: Detay Yayıncılık.
• Yılmaz, V., Çelik, H. E., & Depren, B. (2007). “Devlet ve Özel Sektör Bankalardaki Hizmet Kalitesinin Karşılaştırılması: Eskişehir Örneği”. Doğuş Üniversitesi Dergisi, 2(8), 234-248.
• Yılmaz, V., Yıldız, Z., & Arslan, T. (2011). “Üniversite Öğrencilerinin Çevresel Duyarlılıkları ile Çevresel Davranışlarının Yapısal Eşitlik Modeliyle Araştırılması”. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, (30), 271-278.
• Young, L. C., & Wilkinson, I. F. (1989). “The Role of Trust and Co‐operation in Marketing Channels: A Preliminary Study”. European Journal of Marketing, 23(2), 109-122. doi:10.1108/EUM0000000000550
• Zand, D. E. (1972). “Trust and Managerial Problem Solving”. Administrative Science Quarterly, 17(2), 229-239. doi:10.2307/2393957
• Zeithaml, V. A. (1988). “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence”. Journal of Marketing, 52(3), 2-22. doi:10.2307/1251446
• Zeithaml, V., & Bitner, M. (2003). Service Marketing: Integrating Customer Focus across the Firm. New York: McGraw-Hill.
• Zhu, Y.-Q., & Chen, H.-G. (2012). “Service Fairness and Customer Satisfaction in Internet Banking: The Mediating Effects of Trust and Customer Value”. Internet Research, 22(4), 482-498. doi:10.1108/10662241211251006