Araştırma Makalesi
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Müşteri Temelli Kurumsal İtibarın Müşteri Vatandaşlık Davranışına Etkisinde Müşteri-Firma Özdeşleşmesinin Aracı Rolü

Yıl 2023, Cilt: 16 Sayı: 3, 637 - 668, 30.09.2023

Öz

Bu araştırmanın amacı, bankacılık sektöründe müşteri temelli kurumsal itibarın müşteri vatandaşlık davranışına etkisinde müşteri-firma özdeşleşmesinin aracı rolünün incelenmesidir. Kavramlar arasında öne sürülen ilişki, sosyal kimlik teorisi çerçevesinde ele alınmaktadır. Bu doğrultuda, 226 banka müşterisinden veri toplanmış ve araştırma hipotezlerini test etmek için process makro kullanılmıştır. Analizler sonucunda, müşteri temelli kurumsal itibarın ve müşteri-firma özdeşleşmesinin müşteri vatandaşlık davranışını olumlu yönde etkilediği tespit edilmiştir. Kurumsal itibar güçlü algılandığında, müşterilerin bankayla daha çok özdeşleştiği belirlenmiştir. Bunun yanı sıra, müşteri temelli kurumsal itibarın müşteri vatandaşlık davranışına etkisinde müşteri-firma özdeşleşmesinin bütünleyici aracı role sahip olduğu tespit edilmiştir. Bu araştırma, kurumsal itibar ile müşteri vatandaşlık davranışı arasındaki ilişki mekanizmasını açıklaması yönüyle kurumsal itibar ve müşteri vatandaşlık davranışı literatürüne katkı sağlamaktadır. Ayrıca araştırmanın bulguları, banka yöneticileri için çıkarımlar sunmaktadır.

Kaynakça

  • Kaynakça Aggarwal, N. (2014). Investigating moderating role of customer participation in customer-based corporate reputation and customer citizenship behavior. FIIB Business Review, 3(3), 64-75.
  • Agarwal, J., Osiyevskyy, O. ve Feldman, P. M. (2015). Corporate reputation measurement: Alternative factor structures, nomological validity, and organizational outcomes. Journal of Business Ethics, 130(2), 485-506.
  • Ahearne, M., Bhattacharya, C. B. ve Gruen, T. (2005). Antecedents and consequences of customer company identification: Expanding the role of relationship marketing. Journal of Applied Psychology, 90(3),574–585.
  • Alhouz, F. ve Hasouneh, A. (2020). The impact of corporate social responsibility on customer citizenship behavior: The mediating role of customer-company identification and moderating role of generation. J. Sustain. Mark, 1, 10-21.
  • Aljarah, A. (2022). Environmental marketing strategy and customer citizenship behavior: an investigation in a cafe setting. International Journal of Hospitality & Tourism Administration, 23(5), 1030-1054.
  • Anderson, J. C. ve Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
  • Aramburu, I. A. ve Pescador, I. G. (2019). The effects of corporate social responsibility on customer loyalty: The mediating effect of reputation in cooperative banks versus commercial banks in the Basque country. Journal of Business Ethics, 154, 701-719.
  • Ashforth, B. E. ve Mael, F. (1989). Social identity theory and the organization. Academy of Management Review, 14(1), 20-39.
  • Balaji, M. S. (2014). Managing customer citizenship behavior: A relationship perspective. Journal of Strategic Marketing, 22(3), 222-239.
  • Bagozzi, R. P. ve Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16(1), 74–94.
  • Bartikowski, B. ve Walsh, G. (2011). Investigating mediators between corporate reputation and customer citizenship behaviors. Journal of Business Research, 64(1), 39-44.
  • Bhattacharya, C. B. ve Sen, S. (2003). Consumer–company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2), 76-88.
  • Bove, L. L., Pervan, S. J., Beatty, S. E. ve Shiu, E. (2009). Service worker role in encouraging customer organizational citizenship behaviors. Journal of Business Research, 62(7), 698-705.
  • Bryman, A. ve Cramer, D. (2002). Quantitative data analysis with SPSS release 10 for Windows: A guide for social scientists. New York: Routledge.
  • Chiu, W., Shin, S. ve Lee, H. W. (2017). Value Co-Creation in Fitness Centers: The Role of Customer Citizenship Behavior on Perceived Value, Satisfaction, and Repurchase Intention. In Handbook of research on strategic alliances and value co-creation in the service industry (ss. 415-430). IGI Global.
  • Choi, L., Kim, M. ve Kwon, H. B. (2022). Impact of customer-based corporate reputation on customer engagement behaviors: customer identification and brand love as mediators and industry type as a moderator. Journal of Brand Management, 29(2), 150-166.
  • Chun, R. (2005). Corporate reputation: Meaning and measurement. International Journal of management reviews, 7(2), 91-109.
  • Cintamür, İ. G. (2015). Müşteri Temelli Kurumsal İtibarın Ölçülmesine Yönelik Alternatif Bir Ölçeğin Bankacılık Sektöründe Geliştirilmesi. Doktora Tezi, İstanbul Üniversitesi Sosyal Bilimler Enstitüsü, İstanbul.
  • Cintamür, İ. G. (2022). Linking Customer Justice Perception, Customer Support Perception, and Customer Citizenship Behavior to Corporate Reputation: Evidence from the Airline Industry. Corporate Reputation Review, 1-22.
  • Cintamür, İ. G. ve Yüksel, C. A. (2018). Measuring customer based corporate reputation in banking industry: Developing and validating an alternative scale. International Journal of Bank Marketing, 36(7), 1414-1436.
  • De Nicola, M., Arrigo, E. ve Anees, U. (2023). The strategic effect of corporate reputation on customer citizenship behavior: an empirical verification. Review of Managerial Science, 1-28.
  • Fatma, M., Khan, I., Kumar, V. ve Shrivastava, A. K. (2022). Corporate social responsibility and customer-citizenship behaviors: The role of customer–company identification. European Business Review, 34(6), 858-875.
  • Fombrun, C. ve Shanley, M. (1990). What's in a name? Reputation building and corporate strategy. Academy of Management Journal, 33(2), 233-258.
  • Fombrun, C. ve Van Riel, C. (1997). The reputational landscape. Corporate reputation review, 1-16.
  • Fornell, C. ve Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50.
  • Garrouch, K. ve Ghali, Z. (2023). On linking the perceived values of mobile shopping apps, customer well-being, and customer citizenship behavior: Moderating role of customer intimacy. Journal of Retailing and Consumer Services, 74, 103396.
  • Groth, M. (2005). Customers as good soldiers: Examining citizenship behaviors in internet service deliveries. Journal of Management, 31(1), 7–27.
  • Gruen, T. W. (1995). The outcome set of relationship marketing in consumer markets. International Business Review, 4(4), 447–469.
  • Hair, J. F., Black, W. C., Babin, B. J. ve Anderson, R. E. (2014). Multivariate Data Analysis, Essex: Pearson Education Limited.
  • Hasan, M. ve Hossain, M. M. (2021). Corporate recognition award and reputation dimensions on corporate reputation consequences: a critical review on Bangladesh. International Journal of Asian Business and Information Management, 12(3), 191-204.
  • Haumann, T., Quaiser, B., Wieseke, J. ve Rese, M. (2014). Footprints in the sands of time: A comparative analysis of the effectiveness of customer satisfaction and customer–company identification over time. Journal of Marketing, 78(6), 78-102.
  • Hayes, A. F. (2013). Mediation, moderation, and conditional process analysis. Introduction to mediation, moderation, and conditional process analysis: A regression-based approach edn. New York: Guilford Publications, 120.
  • Homburg, C., Wieseke, J. Ve Hoyer, W.D. (2009). Social identity and the service – profit chain. Journal of Marketing, 73(2), 38-54.
  • Hong, S. Y. Ve Yang, S. U. (2009). Effects of reputation, relational satisfaction, and customer–company identification on positive word-of-mouth intentions. Journal of Public Relations Research, 21(4), 381-403.
  • Hooper, D., Coughlan, J. ve Mullen, M. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research, 6(1), 53–60.
  • Hur, W. M., Kim, H. ve Kim, H. K. (2018). Does customer engagement in corporate social responsibility initiatives lead to customer citizenship behaviour? The mediating roles of customer‐company identification and affective commitment. Corporate Social Responsibility and Environmental Management, 25(6), 1258-1269.
  • Jinfeng, L., Runtian, J. I. N. G. ve Qian, C. A. O. (2014). Antecedents of corporate reputation and customer citizenship behavior: evidence from China. International Business and Management, 9(1), 128-132.
  • Joshi, J. ve Singh, A. (2017). Studying the impact of perceived corporate reputation on commitment and loyalty headed for customer citizenship behaviours in Telecom companies. Adhyayan: A Journal Of Management Sciences, 7(2), 77-81.
  • Kang, J., Alejandro, T. B. ve Groza, M. D. (2015). Customer–company identification and the effectiveness of loyalty programs. Journal of Business Research, 68(2), 464-471.
  • Kavak, B. (2013). Pazarlama ve Pazar Araştırmaları: Tasarım ve Analiz. Ankara: Detay Yayıncılık.
  • Keh, H. T. ve Xie, Y. (2009). Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment. Industrial Marketing Management, 38(7), 732-742.
  • Kim, M., Yin, X. ve Lee, G. (2020). The effect of CSR on corporate image, customer citizenship behaviors, and customers’ long-term relationship orientation. International Journal of Hospitality Management, 88, 102520.
  • Kline, R. (2011). Principles and Practice of Structural Equation Modeling. New York: Guilford Press.
  • Kreiner, G. E. ve Ashforth, B. E. (2004). Evidence toward an expanded model of organizational identification. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(1), 1-27.
  • Mael, F. ve Ashforth, B. E. (1992). Alumni and their alma mater: A partial test of the reformulated model of organizational identification. Journal of Organizational Behavior, 13(2), 103-123.
  • Merta, O. (2016). Effects of company reputation on commitment, loyalty, and identification, and their respective influence on customer citizenship behaviours. Masters thesis, University of Jyväskylä.
  • Narteh, B. ve Braimah, M. (2020). Corporate reputation and retail bank selection: the moderating role of brand image. International Journal of Retail & Distribution Management, 48(2), 109-127.
  • Nunnally, J. C. ve Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York, NY: McGraw-Hill.
  • O’Connor, P. ve Assaker, G. (2022). Examining the antecedents and effects of hotel corporate reputation on customers’ loyalty and citizenship behavior: an integrated framework. Journal of Hospitality Marketing & Management, 1-22.
  • Otto, A. S., Szymanski, D. M. Ve Varadarajan, R. (2020). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 48, 543-564.
  • Park, J., Lee, H. ve Kim, C. (2014). Corporate social responsibilities, consumer trust and corporate reputation: South Korean consumers' perspectives. Journal of Business Research, 67(3), 295-302.
  • Pérez, A. ve Del Bosque, I. R. (2015). Corporate social responsibility and customer loyalty: exploring the role of identification, satisfaction and type of company. Journal of Services Marketing, 29(1), 15-25.
  • Pool, A.K., Pool, M.K. ve Taghipourian, M.J. (2016). Customer satisfaction through corporate reputation: The mediating role of perceived value. Internal Journal of Humanities and Cultural Studies 3(2), 1424–1434.
  • Rindova, V. P., Williamson, I. O., Petkova, A. P. ve Sever, J. M. (2005). Being good or being known: An empirical examination of the dimensions, antecedents, and consequences of organizational reputation. Academy of Management Journal, 48(6), 1033-1049.
  • Rather, R. A. ve Hollebeek, L. D. (2019). Exploring and validating social identification and social exchange-based drivers of hospitality customer loyalty. International Journal of Contemporary Hospitality Management, 31(3), 1432-1451.
  • Ruiz, B., García, J.A. ve Revilla, A.J. (2016). Antecedents and consequences of bank reputation: a comparison of the United Kingdom and Spain. International Marketing Review, 33(6), 781-805.
  • Samsa, Ç. (2022). The path from customer experience to customer citizenship: new adventure is a touristic railway journey. TQM Journal. https://doi.org/10.1108/TQM-07-2022-0238.
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The Impact of Customer- Based Corporate Reputation on Customer Citizenship Behavior: The Mediating Role of Customer-Company Identification

Yıl 2023, Cilt: 16 Sayı: 3, 637 - 668, 30.09.2023

Öz

The aim of this study is to reveal the mediating role of customer-company identification in the relationship between customer-based corporate reputation and customer citizenship behavior in the banking sector. Social identity theory is used to examine the proposed relationship between the concepts. In this vein, data were collected from 226 bank customers and the Process macro was used to test the hypotheses. The results revealed that customer-based corporate reputation and customer-company identification have a significant positive effect on customer citizenship behavior. Moreover, findings suggested that when perceived corporate reputation is strong, customer-bank identification enhances. The results also showed that customer-company identification had a complemantary mediator role in the relationship between customer-based corporate reputation and customer citizenship behavior. This study contributes to corporate reputation and customer citizenship behavior literature by elucidating the mechanism underlying their relationship. Moreover, the findings of this study have implications for bank managers.

Kaynakça

  • Kaynakça Aggarwal, N. (2014). Investigating moderating role of customer participation in customer-based corporate reputation and customer citizenship behavior. FIIB Business Review, 3(3), 64-75.
  • Agarwal, J., Osiyevskyy, O. ve Feldman, P. M. (2015). Corporate reputation measurement: Alternative factor structures, nomological validity, and organizational outcomes. Journal of Business Ethics, 130(2), 485-506.
  • Ahearne, M., Bhattacharya, C. B. ve Gruen, T. (2005). Antecedents and consequences of customer company identification: Expanding the role of relationship marketing. Journal of Applied Psychology, 90(3),574–585.
  • Alhouz, F. ve Hasouneh, A. (2020). The impact of corporate social responsibility on customer citizenship behavior: The mediating role of customer-company identification and moderating role of generation. J. Sustain. Mark, 1, 10-21.
  • Aljarah, A. (2022). Environmental marketing strategy and customer citizenship behavior: an investigation in a cafe setting. International Journal of Hospitality & Tourism Administration, 23(5), 1030-1054.
  • Anderson, J. C. ve Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
  • Aramburu, I. A. ve Pescador, I. G. (2019). The effects of corporate social responsibility on customer loyalty: The mediating effect of reputation in cooperative banks versus commercial banks in the Basque country. Journal of Business Ethics, 154, 701-719.
  • Ashforth, B. E. ve Mael, F. (1989). Social identity theory and the organization. Academy of Management Review, 14(1), 20-39.
  • Balaji, M. S. (2014). Managing customer citizenship behavior: A relationship perspective. Journal of Strategic Marketing, 22(3), 222-239.
  • Bagozzi, R. P. ve Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16(1), 74–94.
  • Bartikowski, B. ve Walsh, G. (2011). Investigating mediators between corporate reputation and customer citizenship behaviors. Journal of Business Research, 64(1), 39-44.
  • Bhattacharya, C. B. ve Sen, S. (2003). Consumer–company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2), 76-88.
  • Bove, L. L., Pervan, S. J., Beatty, S. E. ve Shiu, E. (2009). Service worker role in encouraging customer organizational citizenship behaviors. Journal of Business Research, 62(7), 698-705.
  • Bryman, A. ve Cramer, D. (2002). Quantitative data analysis with SPSS release 10 for Windows: A guide for social scientists. New York: Routledge.
  • Chiu, W., Shin, S. ve Lee, H. W. (2017). Value Co-Creation in Fitness Centers: The Role of Customer Citizenship Behavior on Perceived Value, Satisfaction, and Repurchase Intention. In Handbook of research on strategic alliances and value co-creation in the service industry (ss. 415-430). IGI Global.
  • Choi, L., Kim, M. ve Kwon, H. B. (2022). Impact of customer-based corporate reputation on customer engagement behaviors: customer identification and brand love as mediators and industry type as a moderator. Journal of Brand Management, 29(2), 150-166.
  • Chun, R. (2005). Corporate reputation: Meaning and measurement. International Journal of management reviews, 7(2), 91-109.
  • Cintamür, İ. G. (2015). Müşteri Temelli Kurumsal İtibarın Ölçülmesine Yönelik Alternatif Bir Ölçeğin Bankacılık Sektöründe Geliştirilmesi. Doktora Tezi, İstanbul Üniversitesi Sosyal Bilimler Enstitüsü, İstanbul.
  • Cintamür, İ. G. (2022). Linking Customer Justice Perception, Customer Support Perception, and Customer Citizenship Behavior to Corporate Reputation: Evidence from the Airline Industry. Corporate Reputation Review, 1-22.
  • Cintamür, İ. G. ve Yüksel, C. A. (2018). Measuring customer based corporate reputation in banking industry: Developing and validating an alternative scale. International Journal of Bank Marketing, 36(7), 1414-1436.
  • De Nicola, M., Arrigo, E. ve Anees, U. (2023). The strategic effect of corporate reputation on customer citizenship behavior: an empirical verification. Review of Managerial Science, 1-28.
  • Fatma, M., Khan, I., Kumar, V. ve Shrivastava, A. K. (2022). Corporate social responsibility and customer-citizenship behaviors: The role of customer–company identification. European Business Review, 34(6), 858-875.
  • Fombrun, C. ve Shanley, M. (1990). What's in a name? Reputation building and corporate strategy. Academy of Management Journal, 33(2), 233-258.
  • Fombrun, C. ve Van Riel, C. (1997). The reputational landscape. Corporate reputation review, 1-16.
  • Fornell, C. ve Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50.
  • Garrouch, K. ve Ghali, Z. (2023). On linking the perceived values of mobile shopping apps, customer well-being, and customer citizenship behavior: Moderating role of customer intimacy. Journal of Retailing and Consumer Services, 74, 103396.
  • Groth, M. (2005). Customers as good soldiers: Examining citizenship behaviors in internet service deliveries. Journal of Management, 31(1), 7–27.
  • Gruen, T. W. (1995). The outcome set of relationship marketing in consumer markets. International Business Review, 4(4), 447–469.
  • Hair, J. F., Black, W. C., Babin, B. J. ve Anderson, R. E. (2014). Multivariate Data Analysis, Essex: Pearson Education Limited.
  • Hasan, M. ve Hossain, M. M. (2021). Corporate recognition award and reputation dimensions on corporate reputation consequences: a critical review on Bangladesh. International Journal of Asian Business and Information Management, 12(3), 191-204.
  • Haumann, T., Quaiser, B., Wieseke, J. ve Rese, M. (2014). Footprints in the sands of time: A comparative analysis of the effectiveness of customer satisfaction and customer–company identification over time. Journal of Marketing, 78(6), 78-102.
  • Hayes, A. F. (2013). Mediation, moderation, and conditional process analysis. Introduction to mediation, moderation, and conditional process analysis: A regression-based approach edn. New York: Guilford Publications, 120.
  • Homburg, C., Wieseke, J. Ve Hoyer, W.D. (2009). Social identity and the service – profit chain. Journal of Marketing, 73(2), 38-54.
  • Hong, S. Y. Ve Yang, S. U. (2009). Effects of reputation, relational satisfaction, and customer–company identification on positive word-of-mouth intentions. Journal of Public Relations Research, 21(4), 381-403.
  • Hooper, D., Coughlan, J. ve Mullen, M. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research, 6(1), 53–60.
  • Hur, W. M., Kim, H. ve Kim, H. K. (2018). Does customer engagement in corporate social responsibility initiatives lead to customer citizenship behaviour? The mediating roles of customer‐company identification and affective commitment. Corporate Social Responsibility and Environmental Management, 25(6), 1258-1269.
  • Jinfeng, L., Runtian, J. I. N. G. ve Qian, C. A. O. (2014). Antecedents of corporate reputation and customer citizenship behavior: evidence from China. International Business and Management, 9(1), 128-132.
  • Joshi, J. ve Singh, A. (2017). Studying the impact of perceived corporate reputation on commitment and loyalty headed for customer citizenship behaviours in Telecom companies. Adhyayan: A Journal Of Management Sciences, 7(2), 77-81.
  • Kang, J., Alejandro, T. B. ve Groza, M. D. (2015). Customer–company identification and the effectiveness of loyalty programs. Journal of Business Research, 68(2), 464-471.
  • Kavak, B. (2013). Pazarlama ve Pazar Araştırmaları: Tasarım ve Analiz. Ankara: Detay Yayıncılık.
  • Keh, H. T. ve Xie, Y. (2009). Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment. Industrial Marketing Management, 38(7), 732-742.
  • Kim, M., Yin, X. ve Lee, G. (2020). The effect of CSR on corporate image, customer citizenship behaviors, and customers’ long-term relationship orientation. International Journal of Hospitality Management, 88, 102520.
  • Kline, R. (2011). Principles and Practice of Structural Equation Modeling. New York: Guilford Press.
  • Kreiner, G. E. ve Ashforth, B. E. (2004). Evidence toward an expanded model of organizational identification. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(1), 1-27.
  • Mael, F. ve Ashforth, B. E. (1992). Alumni and their alma mater: A partial test of the reformulated model of organizational identification. Journal of Organizational Behavior, 13(2), 103-123.
  • Merta, O. (2016). Effects of company reputation on commitment, loyalty, and identification, and their respective influence on customer citizenship behaviours. Masters thesis, University of Jyväskylä.
  • Narteh, B. ve Braimah, M. (2020). Corporate reputation and retail bank selection: the moderating role of brand image. International Journal of Retail & Distribution Management, 48(2), 109-127.
  • Nunnally, J. C. ve Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York, NY: McGraw-Hill.
  • O’Connor, P. ve Assaker, G. (2022). Examining the antecedents and effects of hotel corporate reputation on customers’ loyalty and citizenship behavior: an integrated framework. Journal of Hospitality Marketing & Management, 1-22.
  • Otto, A. S., Szymanski, D. M. Ve Varadarajan, R. (2020). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 48, 543-564.
  • Park, J., Lee, H. ve Kim, C. (2014). Corporate social responsibilities, consumer trust and corporate reputation: South Korean consumers' perspectives. Journal of Business Research, 67(3), 295-302.
  • Pérez, A. ve Del Bosque, I. R. (2015). Corporate social responsibility and customer loyalty: exploring the role of identification, satisfaction and type of company. Journal of Services Marketing, 29(1), 15-25.
  • Pool, A.K., Pool, M.K. ve Taghipourian, M.J. (2016). Customer satisfaction through corporate reputation: The mediating role of perceived value. Internal Journal of Humanities and Cultural Studies 3(2), 1424–1434.
  • Rindova, V. P., Williamson, I. O., Petkova, A. P. ve Sever, J. M. (2005). Being good or being known: An empirical examination of the dimensions, antecedents, and consequences of organizational reputation. Academy of Management Journal, 48(6), 1033-1049.
  • Rather, R. A. ve Hollebeek, L. D. (2019). Exploring and validating social identification and social exchange-based drivers of hospitality customer loyalty. International Journal of Contemporary Hospitality Management, 31(3), 1432-1451.
  • Ruiz, B., García, J.A. ve Revilla, A.J. (2016). Antecedents and consequences of bank reputation: a comparison of the United Kingdom and Spain. International Marketing Review, 33(6), 781-805.
  • Samsa, Ç. (2022). The path from customer experience to customer citizenship: new adventure is a touristic railway journey. TQM Journal. https://doi.org/10.1108/TQM-07-2022-0238.
  • Samsa, Ç. ve Yüce, A. (2022). Understanding customers hospital experience and value co-creation behavior. TQM Journal. https://doi.org/10.1108/TQM-09-2021-0282.
  • Shahsavari, A. ve Faryabi, M. (2013). The effect of customer based corporate reputation on customers’citizenship behaviours in banking industry. Research Journal of Applied Sciences, Engineering and Technology, 6(20), 3746-3755.
  • Simon D., Kriston L., Loh A., Spies C., Scheibler F., Wills C. ve Harter M. (2010). Confirmatory factor analysis and recommendations for improvement of the Autonomy-Preference-Index (API). Health Expectations, 13, 234–243.
  • Su, L., Swanson, S. R., Chinchanachokchai, S., Hsu, M. K. ve Chen, X. (2016). Reputation and intentions: The role of satisfaction, identification, and commitment. Journal of Business Research, 69(9), 3261-3269.
  • Sung, M. ve Yang, S. U. (2008). Toward the model of university image: The influence of brand personality, external prestige, and reputation. Journal of Public Relations Research, 20(4), 357-376.
  • Terblanche, N. S. (2014). Validation of the customer-based corporate reputation scale in a retail context. International Journal of Market Research, 56(5), 655-671.
  • Tolstoy, D., Nordman, E. R. ve Vu, U. (2022). The Indirect Effect of Online Marketing Capabilities on the International Performance of E-commerce SMEs. International Business Review, 31(3), 101946.
  • Trotta, A. ve Cavallaro, G. (2012). Measuring corporate reputation: A framework for Italian banks. International Journal of Economics and Finance Studies, 4(1), 21-30.
  • Tüzün, I. K. ve Devrani, T.K. (2011). The impact of perceived employee identification on the relationship between customer company-identification and customer citizenship behaviour: Practice from Turkish hotels. African Journal of Business Management, 5(5), 1781–1786.
  • Van, N. T., Chi, T. T. H., Chi, V. T. M. ve Quang, N. V. (2016). The relationship between customer-based corporate reputation and customer citizenship behavior: The case in Vietnam. International Journal of Business and Management, 11(9), 298.
  • Vega-Vazquez, M., Revilla-Camacho, M. Á. ve Cossío-Silva, F. J. (2013). The value co-creation process as a determinant of customer satisfaction. Management Decision, 51(10), 1945-1953.
  • Walsh, G. ve Beatty, S. E. (2007). Customer-based corporate reputation of a service firm: scale development and validation. Journal of the academy of marketing science, 35(1), 127-143.
  • Walsh, G., Bartikowski, B. ve Beatty, S. E. (2014). Impact of customer‐based corporate reputation on non‐monetary and monetary outcomes: The roles of commitment and service context risk. British Journal of Management, 25(2), 166-185.
  • Wolter, J. S., Donavan, D. T. Ve Giebelhausen, M. (2021). The corporate reputation and consumer-company identification link as a sensemaking process: A cross-level interaction analysis. Journal of Business Research, 132, 289-300.
  • Woo, M. (2019). Assessing customer citizenship behaviors in the airline industry: Investigation of service quality and value. Journal of Air Transport Management, 76, 40-47.
  • Wu, S. H., Huang, S. C. T., Tsai, C. Y. D. ve Lin, P. Y. (2017). Customer citizenship behavior on social networking sites: the role of relationship quality, identification, and service attributes. Internet Research, 27(2), 428-448.
  • Yen, C. H. (2023). Customer value cocreation behaviors in hospitality: Antecedents and mediators. International Journal of Hospitality Management, 110, 103456.
  • Yi, Y. ve Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business Research, 66(9), 1279-1284.
  • Zhao, X., Lynch Jr, J. G. ve Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and Truths About Mediation Analysis. Journal of Consumer Research, 37(2), 197-206.
Toplam 76 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme , Tüketici Davranışı
Bölüm Araştırma Makaleleri
Yazarlar

Neslişah Özdemir 0000-0003-2380-6149

Yayımlanma Tarihi 30 Eylül 2023
Gönderilme Tarihi 20 Şubat 2023
Yayımlandığı Sayı Yıl 2023 Cilt: 16 Sayı: 3

Kaynak Göster

APA Özdemir, N. (2023). Müşteri Temelli Kurumsal İtibarın Müşteri Vatandaşlık Davranışına Etkisinde Müşteri-Firma Özdeşleşmesinin Aracı Rolü. Pazarlama Ve Pazarlama Araştırmaları Dergisi, 16(3), 637-668.