IDEAS home Printed from https://ideas.repec.org/a/ege/journl/v9y2009i4p1193-1211.html
   My bibliography  Save this article

Hizmet Isletmelerinde Yüksek Iliski Kalitesine Ulasilmasinda Sinir Birim Isgörenlerinin Duygu Iscisi Olarak Degerlendirilmesi

Author

Listed:
  • Arzu SENGÜL

    (Ege Üniversitesi, Iktisadi ve Idari Bilimler Fakültesi, Isletme Bölümü)

Abstract

Cogu hizmetler, dogrudan müsteri ile sinir birimde hizmet veren isletme personeli arasindaki sosyal davranislarin bir sonucu olmakta, dolayisiyla müsteri ve isgören etkilesiminin yüksek oldugu hizmetlerde iliski kalitesi, müsteri tatmini icin temel bir faktör olmaktadir. Bu nedenle hizmet isletmelerinde elle tutulamayan, gözle görülemeyen bir rekabet araci olarak iliski kalitesinin iyilestirilmesi, iliskisel pazarlama anlayisindan baslamak üzere, uygun yönetim tekniklerinin devreye sokulmasi ve sinir birimde istihdam edilecek kisilerin duygusal emek cercevesinde duygu iscisi olarak degerlendirilmesi önem kazanmaktadir.

Suggested Citation

  • Arzu SENGÜL, 2009. "Hizmet Isletmelerinde Yüksek Iliski Kalitesine Ulasilmasinda Sinir Birim Isgörenlerinin Duygu Iscisi Olarak Degerlendirilmesi," Ege Academic Review, Ege University Faculty of Economics and Administrative Sciences, vol. 9(4), pages 1193-1211.
    • Handle: RePEc:ege:journl:v:9:y:2009:i:4:p:1193-1211
    as

    Download full text from publisher

    File URL: http://www.onlinedergi.com/MakaleDosyalari/51/PDF2009_4_7.pdf
    Download Restriction: no
    File URL: http://www.onlinedergi.com/eab/arsiv/arsivDetay.aspx?yil=2009&peryot=4
    File Function: Website of the journal issue
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    Iliski Kalitesi; Duygu Iscisi; Sinir Birim Isgöreni;
    All these keywords.

    JEL classification:

    • J28 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Safety; Job Satisfaction; Related Public Policy

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ege:journl:v:9:y:2009:i:4:p:1193-1211. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Baris Gök (email available below). General contact details of provider: https://edirc.repec.org/data/iiegetr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.