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Dergiler / Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty / 2023 / Volume: 10 Issue: 3

MÜŞTERİ VATANDAŞLIK DAVRANIŞI ARAŞTIRMALARININ GELİŞİMİ: SİSTEMATİK İNCELEME VE BİBLİYOMETRİK ANALİZİ

THE EVOLUTION OF CUSTOMER CITIZIENSHIP BEHAVIOR RESEARCH: SYSTEMATIC REVIEW AND BIBLIOMETRIC ANALYSIS

Şerife Kazancı Sunaoğlu(BAYBURT ÜNİVERSİTESİ)0000-0001-5907-589X
Neslişah Özdemir(KASTAMONU ÜNİVERSİTESİ, İKTİSADİ VE İDARİ BİLİMLER FAKÜLTESİ, İŞLETME BÖLÜMÜ)0000-0003-2380-6149
Sayfa
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Yayın Tarihi
2023-11-30
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⚡ TL;DR(1 Cümlede Hızlı Çıkarım)

İnceleme bulguları tanımlayıcı genel bakış ve bibliyometrik haritalama (yıl, yazar, ülke, dergi, atıf, anahtar kelime), teorik arka plan, ölçümde yararlanılan çalışmalar, metedolojik yaklaşımlar (araştırma tasarımı, veri toplama yöntemi, anakütle, örneklem hacmi, örnekleme yöntemi, analiz, sektör) ve ilişkili olan değişkenler (öncül, sonuç, aracı ve düzenleyici) başlıkları altında tartışılmıştır.

📌 3 Maddede Bu Makale

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Amaç & Hipotez:Müşteri vatandaşlık davranışı, müşteri ve firma perspektifinden sağladığı çeşitli faydalar nedeniyle son yıllarda özellikle hizmet araştırmalarında dikkat çeken bir kavram olmuştur.
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Temel Bulgular & Veri:Bu araştırmanın amacı, gelişmekte olan müşteri vatandaşlık davranışı literatürüne sistematik bir değerlendirme yapılması ve bibliyometrik yöntemler kullanarak bütünsel bir görünüm ortaya konulmasıdır.
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Sonuç & Katkı:İnceleme bulguları tanımlayıcı genel bakış ve bibliyometrik haritalama (yıl, yazar, ülke, dergi, atıf, anahtar kelime), teorik arka plan, ölçümde yararlanılan çalışmalar, metedolojik yaklaşımlar (araştırma tasarımı, veri toplama yöntemi, anakütle, örneklem hacmi, örnekleme yöntemi, analiz, sektör) ve ilişkili olan değişkenler (öncül, sonuç, aracı ve düzenleyici) başlıkları altında tartışılmıştır.
🔬Tür:Uygulamalı Anket & Alan Araştırması
📍Kapsam:Genişletilmiş Akademik Örneklem
⚙️Değişkenler:Customer Citizenship Behavior · Systematic Literature Review · Bibliometric Analysis

Özet

Müşteri vatandaşlık davranışı, müşteri ve firma perspektifinden sağladığı çeşitli faydalar nedeniyle son yıllarda özellikle hizmet araştırmalarında dikkat çeken bir kavram olmuştur. Bu araştırmanın amacı, gelişmekte olan müşteri vatandaşlık davranışı literatürüne sistematik bir değerlendirme yapılması ve bibliyometrik yöntemler kullanarak bütünsel bir görünüm ortaya konulmasıdır. Bu doğrultuda, bu araştırmada, Scopus veri tabanındaki 151 uygulamalı araştırma makalesine içerik ve bibliyometrik analiz uygulanarak sistematik bir inceleme gerçekleştirilmiştir. İnceleme bulguları tanımlayıcı genel bakış ve bibliyometrik haritalama (yıl, yazar, ülke, dergi, atıf, anahtar kelime), teorik arka plan, ölçümde yararlanılan çalışmalar, metedolojik yaklaşımlar (araştırma tasarımı, veri toplama yöntemi, anakütle, örneklem hacmi, örnekleme yöntemi, analiz, sektör) ve ilişkili olan değişkenler (öncül, sonuç, aracı ve düzenleyici) başlıkları altında tartışılmıştır. Bu araştırma ile müşteri vatandaşlık davranışı literatürüne açıklık getirilerek mevcut durum ortaya konulmuştur. Bu kapsamda, boşluklar belirtilerek ve gelecek çalışmalara yönelik öneriler kavramsal, metodoloji ve ilişkiler başlıklarında sunularak literatüre katkıda bulunulmaktadır.

Abstract

Customer citizenship behavior has been a remarkable concept in recent years, particularly in service research, due to the numerous benefits it provides from both the customer and the company's perspectives.This study aims to give a comprehensive view utilizing bibliometric methodologies and to provide a systematic evaluation of the growing literature on customer citizenship behavior. In this vein, a systematic review was conducted by applying content and bibliometric analysis to 151emprical research articles in the Scopus database. The findings are discussed under the headings of descriptive overview and bibliometric mapping (year, author, country, journal, citation, keyword), theoretical background, studies used in measurement, methodological approaches (research design, data collection method, population, sample size, sampling method, analysis industry) and related variables (antecedents, consequences, mediators and moderators). This study contributes to the body of knowledge by clarifying the literature on customer citizenship behavior, presenting the current situation, identifying gaps, and making recommendations for future research.

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Bu Makaleye Atıf Yap

Sunaoğlu, Ş. K., Özdemir, N. (2023). MÜŞTERİ VATANDAŞLIK DAVRANIŞI ARAŞTIRMALARININ GELİŞİMİ: SİSTEMATİK İNCELEME VE BİBLİYOMETRİK ANALİZİ. Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty, Volume: 10 Issue: 3. https://doi.org/10.30798/makuiibf.1282386

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