___

Agustin, C., & Singh, J. (2005). Curvilinear effects of consumer loyalty determinants in relational exchanges. Journal of Marketing Research, 42(1), 96-108. Aiken, L. S., West, S. G., & Reno, R. R. (1991). Multiple regression: Testing and interpreting interactions. Sage. Alejandro, T. B., Souza, D. V., Boles, J. S., Ribeiro, Á. H. P., & Monteiro, P. R. R. (2011). The outcome of company and account manager relationship quality on loyalty, relationship value and performance. Industrial Marketing Management, 40(1), 36-43. Anderson, E., & Weitz, B. (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of marketing research, 18-34. Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173. Bell, S. J., Auh, S., & Smalley, K. (2005). Customer relationship dynamics: service quality and customer loyalty in the context of varying levels of customer expertise and switching costs. Journal of the Academy of Marketing Science, 33(2), 169-183. Berry, L. L. (1983). Relationship marketing. American Marketing Association Bianchi, C., & Saleh, A. (2010). On importer trust and commitment: a comparative study of two developing countries. International Marketing Review, 27(1), 55-86. Biong, H. (1993). Satisfaction and loyalty to suppliers within the grocery trade. European journal of marketing, 27(7), 21-38. Boyer, K.K., Lewis, M.W., 2002. Competitive priorities: investigating the need for trade-offs in operations strategy. Production and Operations Management 11 (1), 9–20. Bucklin, L. P., & Sengupta, S. (1993). Organizing successful co-marketing alliances. The Journal of Marketing, 32-46. Burton, S., Sheather, S., & Roberts, J. (2003). Reality or perception? The effect of actual and perceived performance on satisfaction and behavioral intention. Journal of Service Research, 5(4), 292-302. Čater, T., & Čater, B. (2010). Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships. Industrial Marketing Management, 39(8), 1321-1333. Ceylan, A., & Özbal, S. Özdeşleşme Yoluyla Sadakat Oluşturma Üzerine Üniversite Mezunları Arasında yapılan Bir Çalışma. CÜ İİBF Dergisi, 9(1), 81-110. Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of marketing, 65(2), 81-93. Chong Tan, Y., Mavondo, F., & Worthington, S. (2011). Organisational capabilities and relationship quality: Performance implications for palm oil processors in Malaysia. Asia Pacific Journal of Marketing and Logistics, 23(2), 152-164. Chumpitaz Caceres, R., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European journal of marketing, 41(7/8), 836-867. Coote, L. V., Forrest, E. J., & Tam, T. W. (2003). An investigation into commitment in non-Western industrial marketing relationships. Industrial Marketing Management, 32(7), 595-604. Costa e Silva, S. , Bradley, F., & Sousa, C. M. (2012). Empirical test of the trust–performance link in an international alliances context. International Business Review, 21(2), 293-306. Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. The journal of marketing, 68-81. Davis-Sramek, B., Droge, C., Mentzer, J. T., & Myers, M. B. (2009). Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction?. Journal of the Academy of Marketing Science, 37(4), 440. Day, G. (1994). The capabilities of market-driven organizations. Journal of Marketing, 58(3), 37–52 Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113. Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. the Journal of Marketing, 35-51. Dutta, S., Narashiman, O., & Surendra, R. (1999). Success in high technology markets: Is marketing capability critical? Marketing Science, 18(4), 547−568. Flint, D. J., Blocker, C. P., & Boutin, P. J. (2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management, 40(2), 219-230. Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. the Journal of Marketing, 1-19. Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. the Journal of Marketing, 70-87. Geyskens, I., & Steenkamp, J. B. E. (2000). Economic and social satisfaction: measurement and relevance to marketing channel relationships. Journal of Retailing, 76(1), 11-32. Gummesson, E. (1987). The new marketing—developing long-term interactive relationships. Long range planning, 20(4), 10-20. Gundlach, G. T., & Murphy, P. E. (1993). Ethical and legal foundations of relational marketing exchanges. The Journal of Marketing, 35-46. Heide, J. B., & John, G. (1988). The role of dependence balancing in safeguarding transaction-specific assets in conventional channels. the Journal of Marketing, 20-35. Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes an integration of relational benefits and relationship quality. Journal of service research, 4(3), 230-247. Hennig-Thurau, Thorsten, & Klee, Alexander. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology and Marketing, 14(8), 737–764. Ittner, C. D., & Larcker, D. F. (2003). Coming up short on nonfinancial performance measurement. Harvard business review, 81(11), 88-95. Jose, P.E. (2012). https://pauljose.com/about/online-programmes/ Korkmaz Devrani, T., & Kalemci Tüzün, İ. (2008). Müşteri Vatandaşlık Davranışının Öncüllerinin Belirlenmesine Yönelik Bir Araştırma. Kotler, P., Kartajaya, H., & Setiawan, I. (2012). Pazarlama 3.0. Çeviren: Kıvanç Dündar. Optimist Yayınları. İstanbul. Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the academy of marketing science, 32(3), 293-311. Lee, D.-J., Lee, M., & Suh, J. (2007). Benevolence in the importer–exporter relationship. International Marketing Review, 24(6), 657–677. Leonidou, C. N., Leonidou, L. C., Coudounaris, D. N., & Hultman, M. (2013). Value differences as determinants of importers’ perceptions of exporters’ unethical behavior: The impact on relationship quality and performance. International Business Review, 22(1), 156-173. Liebermann, M. B., & Dhawan, R. (2005). Assessing the resource base of Japanese and US auto producers: A stochastic frontier function production approach. Management Science, 51(7), 1060−1075. Liu, C. T., Guo, Y. M., & Lee, C. H. (2011). The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management, 31(1), 71-79. Liu, X., Grant, D. B., McKinnon, A. C., & Feng, Y. (2010). An empirical examination of the contribution of capabilities to the competitiveness of logistics service providers: a perspective from China. International Journal of Physical Distribution & Logistics Management, 40(10), 847-866. McDonnell, J., Beatson, A., & Huang, C. H. (2011). Investigating relationships between relationship quality, customer loyalty and cooperation: An empirical study of convenience stores' franchise chain systems. Asia Pacific Journal of Marketing and Logistics, 23(3), 367-385. Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. the Journal of Marketing, 81-101. Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The journal of marketing, 20-38. Mutlu, H. M., & Taş, İ. (2012). Antecedents of Insurance Agents’ Loyalty for Different Forms of Transaction-Specific Investments in the Turkish Insurance Sector. Journal of Relationship Marketing, 11(4), 215-232. Nath, P., Nachiappan, S., & Ramanathan, R. (2010). The impact of marketing capability, operations capability and diversification strategy on performance: A resource-based view. Industrial Marketing Management, 39(2), 317-329. Nes, E. B., Solberg, C. A., & Silkoset, R. (2007). The impact of national culture and communication on exporter–distributor relations and on export performance. International Business Review, 16(4), 405–437. Nicholson, C. Y., Compeau, L. D., & Sethi, R. (2001). The role of interpersonal liking in building trust in long-term channel relationships. Journal of the Academy of Marketing Science, 29(1), 3. Nooteboom, B., Berger, H., & Noorderhaven, N. G. (1997). Effects of trust and governance on relational risk. Academy of management Journal, 40(2), 308-338. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill. Palmatier, R. W. (2008). Interfirm relational drivers of customer value. Journal of Marketing, 72(4), 76-89. Peng, D. X., Schroeder, R. G., & Shah, R. (2008). Linking routines to operations capabilities: A new perspective. Journal of operations management, 26(6), 730-748. Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of business research, 60(1), 21-31. Sánchez, J. Á. L., Vijande, M. L. S., & Gutiérrez, J. A. T. (2011). The effects of manufacturer's organizational learning on distributor satisfaction and loyalty in industrial markets. Industrial Marketing Management, 40(4), 624-635. Scholtens, B., & Dam, L. (2007). Cultural values and international differences in business ethics. Journal of Business Ethics, 75, 273–284. Seggie, S. H., Kim, D., & Cavusgil, S. T. (2006). Do supply chain IT alignment and supply chain interfirm system integration impact upon brand equity and firm performance?. Journal of business research, 59(8), 887-895. Selnes, F., & Gønhaug, K. (2000). Effects of supplier reliability and benevolence in business marketing. Journal of Business Research, 49(3), 259-271. Selvi, M. S. (2007). İlişkisel pazarlama stratejiler ve teknikler. Ankara: Detay Yayıncılık. Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of marketing Science, 28(1), 150-167. Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of marketing, 66(1), 15-37. Song, M., Benedetto, A. D., & Nason, R. W. (2007). Capabilities and financial performance: The moderating effect of strategic type. Journal of the Academy of Marketing Science, 35, 18−34. Song, M., Droge, C., Hanvanich, S., & Calantone, R. (2005). Marketing and technology resource complementarity: An analysis of their interaction effect in two environmental contexts. Strategic Management Journal, 26(3), 259−276. Song, M., Nason, R.W., & Benedetto, A. D. (2008). Distinctive marketing and information technology capabilities and strategic types: A cross national investigation. Journal of International Marketing, 16(1), 4−38. Spekman, R. E. (1988). Strategic supplier selection: understanding long-term buyer relationships. Business horizons, 31(4), 75-81. Tektaş, Ö. Ö., & Kavak, B. (2010). Endüstriyel ürünlerin satın alınması sürecinde tedarikçi ile olan ilişki kalitesinin algılanan değer üzerindeki etkisi: Beş yıldızlı otellerde bir araştırma. Anatolia: Turizm Araştırmaları Dergisi, 21(1), 51-63. Terjesen, S., Patel, P. C., & Covin, J. G. (2011). Alliance diversity, environmental context and the value of manufacturing capabilities among new high technology ventures. Journal of Operations Management, 29(1), 105-115. Theodosiou, M., Kehagias, J., & Katsikea, E. (2012). Strategic orientations, marketing capabilities and firm performance: An empirical investigation in the context of frontline managers in service organizations. Industrial Marketing Management, 41(7), 1058-1070. Urban, G. L., Sultan, F., & Qualls, W. J. (2000). Placing trust at the center of your Internet strategy. MIT Sloan Management Review, 42(1), 39. Vorhies, D. W., & Morgan, N. A. (2005). Benchmarking marketing capabilities for sustainable competitive advantage. Journal of marketing, 69(1), 80-94. Williamson, O. E. (1985). The economic intstitutions of capitalism. Simon and Schuster. Wook Kim, S. (2006). The effect of supply chain integration on the alignment between corporate competitive capability and supply chain operational capability. International Journal of Operations & Production Management, 26(10), 1084-1107. Wu, F., Yeniyurt, S., Kim, D., & Cavusgil, S. T. (2006). The impact of information technology on supply chain capabilities and firm performance: A resource-based view. Industrial Marketing Management, 35(4), 493-504. Yi, Y., & Jeon, H. (2003). Effects of loyalty programs on value perception, program loyalty, and brand loyalty. Journal of the academy of marketing science, 31(3), 229-240. Yu, W., Ramanathan, R., & Nath, P. (2014). The impacts of marketing and operations capabilities on financial performance in the UK retail sector: A resource-based perspective. Industrial Marketing Management, 43(1), 25-31. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. the Journal of Marketing, 31-46.