Purpose – Corporate image, perceived service quality, trust and customer switching costs are the major antecedents of customer loyalty, and loyal customers may buy more, accept higher prices and have a positive word‐of‐mouth effect. Also we know that the cost of selling to new customers is...

Purpose – Companies must use their resources effectively and productively if they are to compete in an increasingly competitive globalized economy. Effective performance measurement can support this competitiveness. To be able to do this, companies must know the factors that influence their...

Purpose – In the GSM mobile telephony sector, the main condition for protecting the subscriber base is to win customer loyalty, a key necessity for the maintenance of a brand's life in the long term. To achieve this aim, customer satisfaction and trust must be measured and “switching...

Purpose – To build a National Consumer Satisfaction Index for Turkey, drawing on models already in existence in Sweden, the USA, Norway and the European Union. In so doing, to remedy observed practical shortcomings of those indices. Design/methodology/approach – Structural equation modelling...

Purpose: The importance of innovation has drastically increased across diverse academic and industrial fields. Innovation has been considered an outcome of intellectual capital management. The role of innovative literacy in intellectual capital management needs to be understood. Employees at...

Because of efficiency and easiness that it provides, Information Technology (IT) usage has a vital meaning for all sectors. To derive benefits from IT completely, it has to be discovered in all aspects. The purpose of this study is to investigate the reasons behind accountants’ IT usage and in...

Bu çalışmanın hedefi, bütçesel katılımın yöneticilerin bütçe hedeflerine bağlılıkları, işle ilgili bilgileri ve iş tatminleri üzerindeki etkisini incelemektir. Bu hedefi gerçekleştirmek için gerekli olan veri, Marmara bölgesinde faaliyet gösteren çoğunluğu otomotiv...

Bu çalışmada muhasebecilerin marka algıları (marka saygınlığı, markanın tahmin edilebilirliği ve marka imajı) ile tüketici özelliklerinin (yenilikçilik ve fikir liderliği) uzun dönemde müşteri ve marka ilişkisini belirleyen faktörler (fiyata duyarlılık ve ilişkisel...