Hizmet Pazarlaması

Özet

Referanslar

Owusu, S., Szirmai, A., & Foster-McGregor, N. (2021). The rise of the service sector in the global economy. New Perspectives on Structural Change: Causes and Consequences of Structural Change in the Global Economy. Oxford University Press, http://dx. doi. org/10.1093/oso/9780198850113.003, 13.

Lehtinen, U., & Järvinen, R. (2015). The role of service characteristics in service innovations. Nordic Journal of Business, 64(3), 168-181.

Lovelock, Christopher H., (1996). Services Marketing, Third Edition, Prentice Hall International.

Shostack, G. L. (1977). Breaking free from product marketing. Journal of marketing, 41(2), 73-80.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services marketing strategy. Wiley international encyclopedia of marketing.

İnan, Hilal, (2010). Hizmet Pazarlaması, Nobel Kitabevi.

Wirtz, Jochen, Patricia Chew, Christopher Lovelock (2013). Essentials of Services Marketing, 2nd Edition, Pearson.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services marketing strategy. Wiley international encyclopedia of marketing.

Zeithaml, Valarie A., Mary Jo BITNER (2003). Services Marketing, Integrating Customer Focus Across The Firm, Third Edition, McGraw Hill Irwin.

Lovelock, Christopher H., (1996). Services Marketing, Third Edition, Prentice Hall International

Mucuk, İsmet (2009). Pazarlama İlkeleri, 17. Basım,Türkmen Kitabevi, İstanbul.

Glynn, William J., James G. Barnes (1995).Understanding Services Management, John Wiley &Sons, 1995.

Wirtz, Jochen, Patricia Chew, Christopher Lovelock (2013). Essentials of Services Marketing, 2nd Edition, Pearson.

Lovelock, C., & Wirtz, J. (2011), Services Marketing: People, Technology, Strategy, 7th Edition, Prentice Hall.

Van Waterschoot, W., & Van den Bulte, C. (1992). The 4P classification of the marketing mix revisited. Journal of marketing, 56(4), 83-93.

Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2020). EBK: Services marketing: Integrating customer service across the firm 4e. McGraw Hill.

Bitner, M. J. (1991). Marketing mix and its relationship to service quality. Service quality: Multidisciplinary and multinational perspectives, 23.

Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2020). EBK: Services marketing: Integrating customer service across the firm 4e. McGraw Hill.

Bitner, M. J. (1991). Marketing mix and its relationship to service quality. Service quality: Multidisciplinary and multinational perspectives, 23.

Parasuraman, A., Valarie A. Zeithaml, Leonard L. Berry (1988), Servqual: A Multiple-Item Scale For Measuring Consumer Perception of Service Quality, Journal of Retailing, Vol.64, Number 1, ss.12-40.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.

Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.

İndir

Sayfalar

155-166

Yayınlanan

6 Şubat 2026

Lisans

Lisans