Serkan AKINCI, Şafak AKSOY, Atılgan.Eda İNAN, Aslıhan BÜYÜKKÜPCÜ

Pazarlama literatüründe hizmet kalitesi kavramının dünü ve bugünü

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

Milestones of service quality concept in marketing literature

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.

PDF

___

Aladwani, A. M. and P.C. Palvia (2002) “Developing and Validating an Instrument for Measuring User-Perceived Web Quality”, Information & Management, 39(6), 467-76.
Anderson, E.W., C. Fornell and D.R. Lehmann (1994) “Customer Satisfaction, Market Share, and Profitability - Findings From Sweden”, Journal of Marketing, 58(3), 53-66.
Anderson, R.E. and S.S. Srinivasan (2003) “E-satisfaction and E-loyalty: A Contingency Framework”, Psychology & Marketing, 20(2), 123-38.
Babakus, E. and G.W. Boller (1992) “An Empirical-Assessment of the Servqual Scale”,Journal of Business Research, 24(3), 253-68.
Barnes, S.J. and R. Vidgen (2001) “An Evaluation of Cyber-bookshops: The WebQual method”, International Journal of Electronic Commerce, 6(1), 11-30.
Berry, L.L. and A. Parasuraman (1993) “Building A New Academic Field - The Case Of Services Marketing”, Journal of Retailing, 69(1), 13-60.
Bharadwaj, A.S. (2000) “A Resource-Based Perspective on Information Technology Capability and Firm Performance: An Empirical Investigation”, MIS Quarterly, 24(1), 169-96.
Bolton, R.N. and J.H. Drew (1991) “A Multistage Model of Customers Assessments of Service Quality and Value”, Journal of Consumer Research, 17(4), 375-84.
Boulding, W., A. Kalra, R. Staelin and 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. and J.J. Cronin (2001) “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach”, Journal of Marketing, 65(3), 34-49.
Brown, S.W. and T.A. Swartz (1989) “A Gap Analysis of Professional Service Quality”, Journal of Marketing, 53(2), 92-98.
Brown, T.J., G.A. Churchill and J.P. Peter (1993) “Improving the Measurement of Service Quality”, Journal of Retailing, 69(1), 127-39.
Cao, M., Q.Y. Zhang and J. Seydel (2005) “B2C E-commerce Web Site Quality: An Empirical Examination”, Industrial Management & Data Systems, 105(5- 6), 645-61.
Carman, J.M. (1990) “Consumer Perceptions of Service Quality - An Assessment of the Servqual Dimensions”, Journal of Retailing, 66(1), 33-55.
Chen, K.C. and D.C. Yen (2004) “Improving the Quality of Online Presence Through Interactivity”, Information & Management, 42(1), 217-26.
Cronin, J.J. and S.A. Taylor (1992) “Measuring Service Quality - A Reexamination and Extension”, Journal of Marketing, 56(3), 55-68.
Cronin, JJ. and S.A. Taylor (1994) “Servperf Versus Servqual - Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality”, Journal of Marketing, 58(1), 125-31.
Cyr, D., C. Bonanni, J. Bowes, and J. Ilsever (2005) “Beyond Trust: Web Site Design Preferences Across Cultures”, Journal of Global Information Management, 13(4), 25-54.
Dabholkar, P.A., D.I. Thorpe and J.O. Rentz (1996), “A Measure of Service Quality for Retail Stores: Scale Development and Validation”, Journal of the Academy of Marketing Science, 24(2), 3-16.
Dabholkar, P.A., C.D. Shepherd, and D.I. Thorpe (2000) “A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study”, Journal of Retailing, 76(2), 139-73.
Evanschitzky, H., G.R. Iyer, J. Hesse, and D. Ahlert (2004) “E-satisfaction: A Re-Examination”, Journal of Retailing, 80(3), 239-47.
Everard, A. and D.F. Galletta (2005) “How Presentation Flaws Affect Perceived Site Quality, Trust, and Intention to Purchase From an Online Store”, Journal of Management Information Systems, 22(3), 55-95.
Finn, D.W. and C.W. Lamb (1991), “An Evaluation of the Servqual Scales in a Retailing Setting”, Advances in Consumer Research, 18, 483-90.
Fisk, R.P., S.W. Brown and M.J. Bitner (1993) “Tracking the Evolution of the Services Marketing Literature”, Journal of Retailing, 69(1), 61-103.
Garbarino, E. and M. S. Johnson (1999) “The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships”, Journal of Marketing, 63(2), 70-87.
George, J.M. (1991) “State Or Trait - Effects of Positive Mood on Prosocial Behaviors at Work”, Journal of Applied Psychology, 76(2), 299-307.
Grönroos, C. (1984) “A Service Quality Model and Its Marketing Implications”, European Journal of Marketing, 18(4), 36-44.
Hartline, M.D. and O.C. Ferrell (1996), “The Management of Customer-Contact Service Employees: An Empirical Investigation”, Journal of Marketing, 60(4), 52-70.
Huang, E.Y. (2005) “Is Revamping Your Web Site Worthwhile?”, Industrial Management & Data Systems, 105(5-6), 737-51.
Lewis, R.C. and B. Booms (1983), “The Marketing Aspects of Service Quality in Emerging Perspectives on Services Marketing”, L. Berry, G. Shostack, and G. Upah, eds., Chicago: American Marketing, 99-107.
Lewis, J.R. (1994) “Patient Views on Quality Care in General-Practice - Literature-Review”, Social Science & Medicine, 39(5), 655-70.
Loiacono, T.E., R.T. Watson and D. Goodhue (2000) “WebQualTM: A Web Site Quality Instrument”, Worcester, Mass.: Worcester Polytechnic Institute, Working Paper.
Nitecki, D.A. (1996) “Changing the Concept and Measure of Service Quality in Academic Libraries”, Journal of Academic Librarianship, 22(3), 181-90.
Parasuraman, A., L.L. Berry and V.A. Zeithaml (1991), “Understanding Customer Expectations of Service”, Sloan Management Review, 32(3), 39-48.
Parasuraman, A., L.L. Berry and V.A. Zeithaml (1991) “Refinement and Reassessment of the Servqual Scale”, Journal of Retailing, 67(4), 420-50.
Parasuraman, A., V.A. Zeithaml and L.L. Berry (1985) “A Conceptual-Model of Service Quality and Its Implications for Future-Research”, Journal of Marketing, 49(4), 41-50.
Parasuraman, A., V.A. Zeithaml and 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 and L.L. Berry (1994a) “Alternative Scales for Measuring Service Quality - A Comparative-Assessment Based on Psychometric and Diagnostic-Criteria”, Journal of Retailing, 70 (3), 201-30.
Parasuraman, A., V.A. Zeithaml and L.L. Berry (1994b) “Reassessment of Expectations As a Comparison Standard in Measuring Service Quality - Implications for Further Research”, Journal of Marketing, 58(1), 111-24.
Parasuraman, A., V.A. Zeithaml and A. Malhotra (2005) “E-S-QUAL - A Multiple-Item Scale for Assessing Electronic Service Quality”, Journal of Service Research, 7(3), 213-33.
Peter, J.P., G.A. Churchill and T.J. Brown (1993), “Caution in the Use of Difference Scores in Consumer Research”, Journal of Consumer Research, 19(4), 655-62.
Rust, R.T. and A.J. Zahorik (1993) “Customer Satisfaction, Customer Retention, and Market Share”, Journal of Retailing, 69(2), 193-215.
Rust, R.T., A.J. Zahorik and T.L. Keiningham (1995), “Return on Quality (Roq) - Making Service Quality Financially Accountable”, Journal of Marketing, 59(2), 58-70.
Schneider, B., S.S. White and M.C. Paul (1998) “Linking Service Climate and Customer Perceptions of Service Quality: Test of a Causal Model”, Journal of Applied Psychology, 83(2), 150-63.
Shostack, G.L. (1977) “Breaking Free From Product Marketing”, Journal of Marketing, 41(2), 73-80.
Szymanski, D.M. and R.T. Hise (2000), “e-satisfaction: An Initial Examination”, Journal of Retailing, 76(3), 309-22.
Teas, R.K. (1993) “Expectations, Performance Evaluation, and Consumers Perceptions of Quality”, Journal of Marketing, 57(4), 18-34.
Teas, R.K. (1994) “Expectations As A Comparison Standard in Measuring Service Quality - An Assessment of a Reassessment”, Journal of Marketing, 58(1), 132-39.
Wolfinbarger, M. and M.C. Gilly (2003), “eTailQ: Dimensionalizing, Measuring and Predicting Etail Quality”, Journal of Retailing, 79(3), 183-98.
Zhang, X.N. and V.R. Prybutok (2005) “A Consumer Perspective of E-service Quality”,IEEE Transactions on Engineering Management, 52(4), 461-77.
Zeithaml, V.A., L.L. Berry and A. Parasuraman (1988) “Communication and Control Processes in the Delivery of Service Quality”, Journal of Marketing, 52(2), 35-48.
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.
Zeithaml, V.A., A. Parasuraman and A. Malhotra (2002) “Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge”, Journal of the Academy of Marketing Science, 30(4), 362-75.