Research Article
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Effect of Customer Complaint Management on Customer Value and Behaviour: A Banking Sector Version

Year 2020, Volume: 3 Issue: 1, 29 - 61, 25.04.2020

Ali Kul Ayşe Akyol

Abstract

Customer complaint management is businesses’ responses
to problems conveyed to them by customers. Its aim is to prevent customers from
switching to competitors, increase satisfaction and image, facilitate
cross-selling, and provide positive mouth-to-mouth communication. In addition,
it has other purposes like identifying product weaknesses, finding customer and
market trends, improving quality, and recognizing early warning signals.



In this research, the black boxes of complaint
management; the customer value, the decision to shift the enterprise and the customer’s
repurchase intention are examined. The value is examined in four dimensions.
These are; functional, emotional, monetary and social values.



For the research, a questionnaire was prepared
taking into account the unique environment of banking sector, and applied to
752 people. The survey results were coded and analyzed with the help of
statistics programs. As a result of the research it is demonstrated that; with
a successful complaint management in the banking sector, a significant positive
impact is rendered on monetary and social values, the customer’s perceived cost
of switching bank is increased, an intention to repurchase is formed on customer’s
mind and if invested in the right customer values, an important competitive
advantage is achieved. 

Keywords

Complaints Management Customer Value Shifting Cost Repurchase Intention Banking Sector Structural Equation

References

  • Anderson, J.C., James A. Narus, J.A. ve Van Rossum, W., (2006). “Customer Value Propositions in Business Markets”, Harvard Business Review, Mart 2006.Barlow, J., ve Moller, C., (2009). “Her Şikâyet Bir Armağandır: İşler Ters Gittiğinde Tüketici Sadakatini Yeniden Nasıl Kazanırsınız? (Çev: Gülden Bilgili)”, Rota Yayınları, İstanbul.
  • Fornell, C. ve Larcker, D.F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 48, 39-50.
  • Guo-Fong L., (2013). “The Effect of Trust, Satisfaction, and Switching Cost on Consumer’s Loyalty — A Model of On-line Auction” The Journal of International Management Studies, Volume 8 Number 1, April, 2013
  • Hellier, P. K., Geursen, G.M., Carr, R. A., Rickard, J. A., (2003). "Customer repurchase intention: A general structural equation model", European Journal of Marketing, Vol. 37 Issue: 11/12, pp.1762-1800.
  • Kotler, P., ve Keller, K. L. (2012). “Marketing Management”. Harlow; Boston MA: Pearson Education.
  • Medberg, G., (2016). “How Do Customers Perceive Value-In-Use?”, Hanken School of Economics. Helsinki.
  • Agnihotri, R., Gabler, C.B., Itani, O.S., Jaramillo, F., & Krush, M.T. (2017). Salesperson Ambidexterity And Customer Satisfaction: Examining The Role Of Customer Demandingness, Adaptive Selling, And Role Conflict. Journal of Personal Selling & Sales Management, 37(1), 27–41.
  • Mirzoev T. ve Kane S., (2018), “Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?” Global Health Action, Vol. 11, 1458938.
  • Ahmed, S., (2014). “From Customer Perceived Value to Repurchase Intention in Textile Sector of Bangladesh: A Correlation Study”, International Journal of Ethics in Social Sciences Vol. 2, No.1, June 2014.
  • Al Chalabi, H.S.A. ve Turan, A. (2017). The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Service Loyalty: An Explanatory Study for Iraqi Private Banking Sector. Global Business & Management Research, 9(4), 37–66.
  • Alabay, M.N., (2012). “Tüketici Şikâyetleri Yönetimi”, Int. Journal of Management Economics and Business, Vol. 8, No. 16.
  • Álvarez, L.S., Casielles, R,V. ve Díaz Martín, A.M., (2010). “Analysis of the Role of Complaint Management in the Context of Relationship Marketing”, Journal of Marketing Management, 27:1-2, 143-164, DOI: 10.1080/02672571003719088.
  • Amel, D.F., ve Starr-McCluer, M. (2002). Market definition in banking: recent evidence. Antitrust Bulletin, 47(1), 63-89.
  • Atchariyachanvanich, K., Okada, H., ve N. Sonehara (2008). “Exploring Factors Effecting the Continuance of Purchasing Behavior in Internet Shopping: Extrinsic Benefits and Intrinsic Benefits,” ISPJ Digital Courier, 4, 91-102.
  • Grönroos, C. and Helle, P., (2010). “Adopting a Service Logic in Manufacturing. Conceptual Foundation and Metrics For Mutual Value Creation”, Journal of Service Management. Vol 21 No. 5, 564-590.
  • Ha, H-Y., Janda S. ve Muthaly K., (2010). “A New Understanding of Satisfaction Model in e-Repurchase Situation”. European Journal of Marketing. 44 (7/8), pp. 997-1016.
  • Hayward, M., (2008). “Complaint Management”, Journal of Direct, Data and Digital Marketing Practice, 23 January, pp:321-323.
  • Heesup Han, Wansoo Kim, Sanghyeop Lee, & Hye-Ran Kim. (2018). How Image Congruity and Satisfaction Impact Customer Retention at Luxury Restaurants: A Moderated Mediation Framework. Social Behavior & Personality: An International Journal, 46(6), 891–904.
  • Hollender, N., Hofmann, C., Deneke, M. ve Schmitz, B. (2010). Integrating Cognitive Load Theory And Concepts Of Human-Computer Interaction, Computers In Human Behavior, Vol. 26, no. 6, pp. 1278- 1288, Nov 2010.
  • Homburg, C., ve Fürst, A., (2005). “How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach”, Journal of Marketing, Vol. 69, No. 3, Jul, pp: 95-114.
  • Ivanauskienė, N., Auruškevičienė, V., Škudienė, V., Nedzinskas S., (2012). Customer Perceptions of Value: Case of Retail Banking, Organizations and Markets In Emerging Economies, ISSN 2029-4581. VOL. 3, No. 1(5).
  • Kholis, N., Ratnawati, A., & Farida, Y.N. (2018). Customer Satisfaction on the Performance of Social Security Administrator (Bpjs) Health in Central Java, Indonesia. International Journal of Organizational Innovation, 10(4), 150–165.
  • Kim, M., Lado, N., ve Torres, A. (2009). “Evolutionary changes in service attribute importance in a crisis scenario: the Uruguayan financial crisis”. Journal of Service Research, 11 (4), 429–440.
  • Lee, C., ve Hur, Y. (2019). “Service quality and complaint management influence fan satisfaction and team identification.” Social Behavior and Personality: An international journal, 47(2), e7566.
  • Leecharoen, B., Butcher, K. ve Chomvilailuk, R., (2014). “Examining The Association Between Customer Satisfaction And Repurchase Behavior In Fashion Retailing”, International Journal of Business Tourism and Applied Sciences Vol.2 No.1 January-June, 2014, pp. 57-68.
  • Lin, N., Tseng, W., Hung, Y., & Yen, D.C. (2009). Making Customer Relationship Management Work: Evidence From The Banking Industry In Taiwan, The Service Industries Journal, 29 (9),1183-1197.
  • Liaoa C., Linb, H.N., Luoa, M.M., Chea, S., (2017). “Factors Influencing Online Shoppers’ repurchase intentions: The roles of satisfaction and regret” Information & Management 54, 651–668.
  • Minsang K., ve Cho, Y. C. (2018). Investigating the Factors that Affect Dissatisfaction/Satisfaction, Purchase Intention, and Loyalty in the Mobile Game Environment. Journal of Marketing Thought, 5(2), 51–65.
  • Moon, S.J., Costello, J. P., ve Koo, D.-M. (2017). The İmpact Of Consumer Confusion From Eco-Labels On Negative WOM, Distrust, And Dissatisfaction. International Journal of Advertising, 36(2), 246–271. https://doi.org/10.1080/02650487.2016.1158223
  • Mosavi, S.A., ve Ghaedi, M., (2012). “Role of Perceived Value in Explaining Trust And Repurchase Intention in E-Shopping” African Journal of Business Management Vol. 6(14), pp. 4910-4920, 11 April, 2012.
  • Orshinger, C., Valentini, S., ve Angelis, M., (2010), “A Meta- Analysis Satisfaction with Complaint Handling in Services”, Journal of Academy of Marketing Science, Vol. 38, pp. 169-186.
  • Onaran, B., Atıl, Z., ve Özmen B.A., (2013). Tüketici Değerinin, Tüketici Tatmini, Marka Sadakati ve Tüketici İlişkileri Yönetimi Performansı Üzerindeki Etkilerinin İncelenmesine Yönelik Bir Araştırma, Business and Economics Research Journal Volume 4 Number 2 s. 37-53, ISSN: 1309-2448.
  • Prasadh, R.R. (2018). “Examining The Roles of Perceived Quality and Customer Satisfaction as Predictors of Customer Loyalty in The Indian E-Banking Context”, Journal of Management Research (09725814), 18(3), 176–187.
  • Sanchez-Fernandez, R., & Iniesta-Bonillo, M. Á. (2007). The concept of perceived value: A systematic review of the research. Marketing Theory, 7(4), 427–451.
  • Sarıyer, N., (2008). “Gloval Ölçeği ile Belediye Hizmetlerinde Tüketicinin Algıladığı Değerinin Belirlenmesi-Kayseri Büyükşehir Örneği” Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 10 / 3 (2008). 163-185.
  • Sheth, Jadish N., Newman, Bruce I. and Gross, Barbara L. (1991), “Why We Buy What We Buy: A Theory of Consumption Values,” Journal of Business Research, 22, 159-170.
  • Sweeney, J.C. ve Soutar, G.N. (2001). “Consumer Perceived Value: the Development of a Multiple Item Scale”, Journal of Retailing, Vol. 77 No. 2, pp. 203-20.
  • Yang, Z. ve Peterson, R.T. (2004). “Customer Perceived Value, Satisfaction and Loyalty: The Role of Switching Costs”, Psychology & Marketing, Vol.21(10), pp.799-822.
  • Yılmaz, B.S. (2016). “Narrating Dissatisfaction Online: Motives and Expectations behind Negative Ewom as a Consumer Complaining Response”, Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 17(2), 161.
  • Solmaz, S.A. (2016). “Alıcı-Tedarikçi İlişki Kalitesi ve Tüketici Değerinin Endüstriyel Tüketici Tatmini Üzerindeki Etkileri: Konaklama İşletmeleri Üzerine Bir Araştırma”, Sosyal Bilimler Enstitüsü, Doktora Tezi.
  • Kosonen, J., (2014), “Functional, Social and Emotional Values as Determinants of Environmentally Responsible Media Consumption”, Yüksek Lisans Tezi.Rintamäki, T., (2016). “Managing Customer Value in Retailing: An Integrative Perspective”, Acta Universitatis Tamperensis 2152, Tampere University Press Tampere, Doktora Tezi.Siira, T., (2012). Value Creation by Enterprise Systems Value Added Resellers the Case of PLM Systems VARS University of Oulu, Doktora Tezi.
  • Zhang D., (2009). “Customer Switching Behaviour in the Chinese Retail Banking Industry” Master’s Thesis in Commerce and Management, Lincoln University, Canterbury, New Zealand.
  • TDK (Türk Dil Kurumu), (2019). Banka Tanımı. 19.01.2019, http://www.tdk.gov.tr/index.php?option=com_gts&arama=gts&guid=TDK.GTS.5c404b8b04e0a4.62804150

Şikâyet Yönetiminin Tüketici Değer ve Davranışlarına Etkisi: Bankacılık Sektörü Uygulaması

Year 2020, Volume: 3 Issue: 1, 29 - 61, 25.04.2020

Ali Kul Ayşe Akyol

Abstract

Araştırma anketi, bankacılık
sektöründe, şikâyet yönetimi ve tüketici değeri kavramlarının dış dünyadan
farklı olarak etkileştikleri göz önüne alınarak, 752 kişiye uygulanmıştır.
Anket sonuçları SPSS ve AMOS programları yardımıyla kodlanmış ve analiz
edilmiştir. Araştırma sonucunda, bankacılık sektöründeki başarılı bir şikâyet
yönetimi ile; tüketici değerlerinden parasal ve sosyal değer üzerinde bir etki
yaratıldığı, bu etkileşim neticesinde tüketicinin zihninde mevcut hizmet aldığı
bankaya dair algılanan değiştirme maliyetinin arttığı ve tüketicide tekrar satın
alma niyeti oluştuğu, doğru tüketici değerlerine yatırım yapıldığı takdirde,
önemli derecede rekabet avantajı elde edilebileceği ortaya konulmaktadır.



Şikâyet yönetimi içinde bir
kara kutu olarak nitelendirilebilecek olan tüketicinin değer algısı ve bu değer
algısına istinaden tüketicinin ürün / hizmet aldığı işletmesinin kendi
zihnindeki değiştirilmezlik algısı ve aynı işletmeden tekrar satın alma
kararları bulunmaktadır. Tüketicinin bu değer algısı dört alt boyutta
incelenmektedir. Bunlar; işlevsel, duygusal, parasal ve sosyal tüketici değerleridir.



Tüketici şikâyet yönetimi,
işletmelerin, hizmetlerinin memnuniyetsizlik yaratan yönleri ile ilgili olarak
tüketicilerinden gelen sorunlarla nasıl başa çıktıklarıdır. Tüketici şikâyet yönetiminin
amaçları; tüketicilerin rakiplere gitmesini engellemek, tüketici tatminini
sağlamak, imaj yükseltmek, çapraz satışı kolaylaştırmak, pozitif ağızdan ağıza
iletişim yaratmaktır. Bunlarla birlikte, ürünün zayıf yönlerini belirlemek,
tüketici ve pazar eğilimlerini bulmak, kaliteyi iyileştirmek, erken uyarı
sinyallerini fark etmek gibi diğer amaçlar da mevcuttur.




Keywords

Şikâyet Yönetimi Tüketici Değeri Değiştirme Maliyeti Tekrar Satın Alma Niyeti

References

  • Anderson, J.C., James A. Narus, J.A. ve Van Rossum, W., (2006). “Customer Value Propositions in Business Markets”, Harvard Business Review, Mart 2006.Barlow, J., ve Moller, C., (2009). “Her Şikâyet Bir Armağandır: İşler Ters Gittiğinde Tüketici Sadakatini Yeniden Nasıl Kazanırsınız? (Çev: Gülden Bilgili)”, Rota Yayınları, İstanbul.
  • Fornell, C. ve Larcker, D.F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 48, 39-50.
  • Guo-Fong L., (2013). “The Effect of Trust, Satisfaction, and Switching Cost on Consumer’s Loyalty — A Model of On-line Auction” The Journal of International Management Studies, Volume 8 Number 1, April, 2013
  • Hellier, P. K., Geursen, G.M., Carr, R. A., Rickard, J. A., (2003). "Customer repurchase intention: A general structural equation model", European Journal of Marketing, Vol. 37 Issue: 11/12, pp.1762-1800.
  • Kotler, P., ve Keller, K. L. (2012). “Marketing Management”. Harlow; Boston MA: Pearson Education.
  • Medberg, G., (2016). “How Do Customers Perceive Value-In-Use?”, Hanken School of Economics. Helsinki.
  • Agnihotri, R., Gabler, C.B., Itani, O.S., Jaramillo, F., & Krush, M.T. (2017). Salesperson Ambidexterity And Customer Satisfaction: Examining The Role Of Customer Demandingness, Adaptive Selling, And Role Conflict. Journal of Personal Selling & Sales Management, 37(1), 27–41.
  • Mirzoev T. ve Kane S., (2018), “Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?” Global Health Action, Vol. 11, 1458938.
  • Ahmed, S., (2014). “From Customer Perceived Value to Repurchase Intention in Textile Sector of Bangladesh: A Correlation Study”, International Journal of Ethics in Social Sciences Vol. 2, No.1, June 2014.
  • Al Chalabi, H.S.A. ve Turan, A. (2017). The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Service Loyalty: An Explanatory Study for Iraqi Private Banking Sector. Global Business & Management Research, 9(4), 37–66.
  • Alabay, M.N., (2012). “Tüketici Şikâyetleri Yönetimi”, Int. Journal of Management Economics and Business, Vol. 8, No. 16.
  • Álvarez, L.S., Casielles, R,V. ve Díaz Martín, A.M., (2010). “Analysis of the Role of Complaint Management in the Context of Relationship Marketing”, Journal of Marketing Management, 27:1-2, 143-164, DOI: 10.1080/02672571003719088.
  • Amel, D.F., ve Starr-McCluer, M. (2002). Market definition in banking: recent evidence. Antitrust Bulletin, 47(1), 63-89.
  • Atchariyachanvanich, K., Okada, H., ve N. Sonehara (2008). “Exploring Factors Effecting the Continuance of Purchasing Behavior in Internet Shopping: Extrinsic Benefits and Intrinsic Benefits,” ISPJ Digital Courier, 4, 91-102.
  • Grönroos, C. and Helle, P., (2010). “Adopting a Service Logic in Manufacturing. Conceptual Foundation and Metrics For Mutual Value Creation”, Journal of Service Management. Vol 21 No. 5, 564-590.
  • Ha, H-Y., Janda S. ve Muthaly K., (2010). “A New Understanding of Satisfaction Model in e-Repurchase Situation”. European Journal of Marketing. 44 (7/8), pp. 997-1016.
  • Hayward, M., (2008). “Complaint Management”, Journal of Direct, Data and Digital Marketing Practice, 23 January, pp:321-323.
  • Heesup Han, Wansoo Kim, Sanghyeop Lee, & Hye-Ran Kim. (2018). How Image Congruity and Satisfaction Impact Customer Retention at Luxury Restaurants: A Moderated Mediation Framework. Social Behavior & Personality: An International Journal, 46(6), 891–904.
  • Hollender, N., Hofmann, C., Deneke, M. ve Schmitz, B. (2010). Integrating Cognitive Load Theory And Concepts Of Human-Computer Interaction, Computers In Human Behavior, Vol. 26, no. 6, pp. 1278- 1288, Nov 2010.
  • Homburg, C., ve Fürst, A., (2005). “How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach”, Journal of Marketing, Vol. 69, No. 3, Jul, pp: 95-114.
  • Ivanauskienė, N., Auruškevičienė, V., Škudienė, V., Nedzinskas S., (2012). Customer Perceptions of Value: Case of Retail Banking, Organizations and Markets In Emerging Economies, ISSN 2029-4581. VOL. 3, No. 1(5).
  • Kholis, N., Ratnawati, A., & Farida, Y.N. (2018). Customer Satisfaction on the Performance of Social Security Administrator (Bpjs) Health in Central Java, Indonesia. International Journal of Organizational Innovation, 10(4), 150–165.
  • Kim, M., Lado, N., ve Torres, A. (2009). “Evolutionary changes in service attribute importance in a crisis scenario: the Uruguayan financial crisis”. Journal of Service Research, 11 (4), 429–440.
  • Lee, C., ve Hur, Y. (2019). “Service quality and complaint management influence fan satisfaction and team identification.” Social Behavior and Personality: An international journal, 47(2), e7566.
  • Leecharoen, B., Butcher, K. ve Chomvilailuk, R., (2014). “Examining The Association Between Customer Satisfaction And Repurchase Behavior In Fashion Retailing”, International Journal of Business Tourism and Applied Sciences Vol.2 No.1 January-June, 2014, pp. 57-68.
  • Lin, N., Tseng, W., Hung, Y., & Yen, D.C. (2009). Making Customer Relationship Management Work: Evidence From The Banking Industry In Taiwan, The Service Industries Journal, 29 (9),1183-1197.
  • Liaoa C., Linb, H.N., Luoa, M.M., Chea, S., (2017). “Factors Influencing Online Shoppers’ repurchase intentions: The roles of satisfaction and regret” Information & Management 54, 651–668.
  • Minsang K., ve Cho, Y. C. (2018). Investigating the Factors that Affect Dissatisfaction/Satisfaction, Purchase Intention, and Loyalty in the Mobile Game Environment. Journal of Marketing Thought, 5(2), 51–65.
  • Moon, S.J., Costello, J. P., ve Koo, D.-M. (2017). The İmpact Of Consumer Confusion From Eco-Labels On Negative WOM, Distrust, And Dissatisfaction. International Journal of Advertising, 36(2), 246–271. https://doi.org/10.1080/02650487.2016.1158223
  • Mosavi, S.A., ve Ghaedi, M., (2012). “Role of Perceived Value in Explaining Trust And Repurchase Intention in E-Shopping” African Journal of Business Management Vol. 6(14), pp. 4910-4920, 11 April, 2012.
  • Orshinger, C., Valentini, S., ve Angelis, M., (2010), “A Meta- Analysis Satisfaction with Complaint Handling in Services”, Journal of Academy of Marketing Science, Vol. 38, pp. 169-186.
  • Onaran, B., Atıl, Z., ve Özmen B.A., (2013). Tüketici Değerinin, Tüketici Tatmini, Marka Sadakati ve Tüketici İlişkileri Yönetimi Performansı Üzerindeki Etkilerinin İncelenmesine Yönelik Bir Araştırma, Business and Economics Research Journal Volume 4 Number 2 s. 37-53, ISSN: 1309-2448.
  • Prasadh, R.R. (2018). “Examining The Roles of Perceived Quality and Customer Satisfaction as Predictors of Customer Loyalty in The Indian E-Banking Context”, Journal of Management Research (09725814), 18(3), 176–187.
  • Sanchez-Fernandez, R., & Iniesta-Bonillo, M. Á. (2007). The concept of perceived value: A systematic review of the research. Marketing Theory, 7(4), 427–451.
  • Sarıyer, N., (2008). “Gloval Ölçeği ile Belediye Hizmetlerinde Tüketicinin Algıladığı Değerinin Belirlenmesi-Kayseri Büyükşehir Örneği” Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 10 / 3 (2008). 163-185.
  • Sheth, Jadish N., Newman, Bruce I. and Gross, Barbara L. (1991), “Why We Buy What We Buy: A Theory of Consumption Values,” Journal of Business Research, 22, 159-170.
  • Sweeney, J.C. ve Soutar, G.N. (2001). “Consumer Perceived Value: the Development of a Multiple Item Scale”, Journal of Retailing, Vol. 77 No. 2, pp. 203-20.
  • Yang, Z. ve Peterson, R.T. (2004). “Customer Perceived Value, Satisfaction and Loyalty: The Role of Switching Costs”, Psychology & Marketing, Vol.21(10), pp.799-822.
  • Yılmaz, B.S. (2016). “Narrating Dissatisfaction Online: Motives and Expectations behind Negative Ewom as a Consumer Complaining Response”, Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 17(2), 161.
  • Solmaz, S.A. (2016). “Alıcı-Tedarikçi İlişki Kalitesi ve Tüketici Değerinin Endüstriyel Tüketici Tatmini Üzerindeki Etkileri: Konaklama İşletmeleri Üzerine Bir Araştırma”, Sosyal Bilimler Enstitüsü, Doktora Tezi.
  • Kosonen, J., (2014), “Functional, Social and Emotional Values as Determinants of Environmentally Responsible Media Consumption”, Yüksek Lisans Tezi.Rintamäki, T., (2016). “Managing Customer Value in Retailing: An Integrative Perspective”, Acta Universitatis Tamperensis 2152, Tampere University Press Tampere, Doktora Tezi.Siira, T., (2012). Value Creation by Enterprise Systems Value Added Resellers the Case of PLM Systems VARS University of Oulu, Doktora Tezi.
  • Zhang D., (2009). “Customer Switching Behaviour in the Chinese Retail Banking Industry” Master’s Thesis in Commerce and Management, Lincoln University, Canterbury, New Zealand.
  • TDK (Türk Dil Kurumu), (2019). Banka Tanımı. 19.01.2019, http://www.tdk.gov.tr/index.php?option=com_gts&arama=gts&guid=TDK.GTS.5c404b8b04e0a4.62804150
There are 43 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Ali Kul 0000-0001-8543-0947

Ayşe Akyol 0000-0002-4039-5823

Publication Date April 25, 2020
Published in Issue Year 2020 Volume: 3 Issue: 1

Cite

APA Kul, A., & Akyol, A. (2020). Şikâyet Yönetiminin Tüketici Değer ve Davranışlarına Etkisi: Bankacılık Sektörü Uygulaması. Haliç Üniversitesi Sosyal Bilimler Dergisi, 3(1), 29-61.
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