@incollection{,
	
					
					
					542070E91D0E245FA4EF078BA06568A6
				,
	author={{YakupDurmaz} and {YakupDurmaz} and {EsraCikmaz} and {YakupDurmaz} and {Hasan Kalyoncu University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1537275
}

@incollection{b0,
	
	
		,
	title={{Measuring Service Quality in the Hotel Industry: A Study in a Business Hotel in Turkey}}
		,
	author={{
			AtillaAkbaba
		}}
	
	
		,
	journal={{International Journal of Hospitality Management}}
		
			25
			
			,
	year={2006}
		
	

}

@book{b1,
	
	
		,
	title={{Customer Relationship Management: Making Hard Decisionswith Soft Numbers}}
		,
	author={{
			JAnton
		}}
		
			,
	year={1996}
			,
	publisher={Prentice Hall: New Jersey}
		
	

}

@book{b2,
	
	
		,
	title={{Ders Notu}}
		,
	author={{
			MArslan
		} and {
			Mü?teri ?li?kileri
		} and {
			Yönetimi
		}}
		
		
		
			,
	year={2013}
			80
			,
	address={Harran Üniversitesi Birecik Meslek Yüksekokulu , s}
		
	

}

@incollection{b3,
	
	
		,
	title={{PerformanceOnlyMeasurement of Service Quality: A Replication andExtension}}
		,
	author={{
			MichaelKBrady
		} and {
			JosephJCronin
		} and {
			RRichard
		}}
		
		
	
	
		,
	journal={{Journal of Business Research}}
		
			55
			
			,
	year={2002}
		
	

}

@book{b4,
	
	
		,
	title={{Mü?terinin Kalbine Yolculuk}}
		,
	author={{
			OÇelebi
		}}
		
			,
	year={2013}
		
	
	,
	note={Hayat Yay?n Grubu, 2. Bask?}

}

@book{b5,
	
	
		,
	title={{Otel ??letmelerinde Çal??an Personelin Sahip Oldu?u ?leti?im Becerisinin Yüksekö?retim Mezunu Mü?teriler Taraf?ndan De?erlendirilmesine Yönelik Gaziantep'te Bir Uygulama}}
		,
	author={{
			EÇ?kmaz
		}}
		
			,
	year={2013}
		
		
			Yüksek Lisans Tezi Hasan Kalyoncu Üniversitesi, Sosyal Bilimler Enstitüsü
		
	

}

@incollection{b6,
	
	
		,
	title={{}}
		,
	author={{
			YDurmaz
		} and {
			Tüketici Davran???
		}}
		
	
	
		,
	journal={{Detay Yay?nc?l?k}}
		
			4
			,
	year={2008}
		
	

}

@incollection{b7,
	
	
		,
	title={{Modern Pazarlamada Tüketici Memnuniyeti ve Evrensel Tüketici Haklar?}}
		,
	author={{
			YakupDurmaz
		}}
	
	
		,
	journal={{Journal of YasarUniversity}}
		
			3
			1
			,
	year={2006. July}
		
	

}

@book{b8,
	
	
		,
	title={{H?gh Performance Branch Bank?ng}}
		,
	author={{
			RDw?ght
		}}
		
			,
	year={1996}
			,
	publisher={IRWIN, Profess?onalPubl?sh?ng}
		
	

}

@incollection{b9,
	
	
		,
	title={{Improving Service Quality: LessonsandPracticeFromthe Hotel Sector}}
		,
	author={{
			GavinEccles
		} and {
			PhilipDurand
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			7
			5
			
			,
	year={1997}
		
	

}

@incollection{b10,
	
	
		,
	title={{Service EncounterConceptualisation: Employees' Service Behavioursand Customers' Service QualityPerceptions}}
		,
	author={{
			AMFarrell
		} and {
			ALSouchon
		} and {
			R
		}}
		
		
	
	
		,
	journal={{Journal of Marketing Management}}
		
			17
			5
			
			,
	year={2001}
		
	

}

@incollection{b11,
	
	
		,
	title={{?leti?im Kurmak ?stiyorum}}
		,
	author={{
			MFidan
		}}
	
	
		,
	journal={{Tablet Kitabevi}}
		
			,
	year={2009}
		
	

}

@book{b12,
	
	
		,
	title={{}}
		,
	author={{
			RomaFowdar
		} and {
			Roshneeramsaran
		}}
		
		
			,
	year={2007}
		
	

}

@incollection{b13,
	
	
		,
	title={{Developing Service Quality Questionnaireforthe Hotel Industry in Mauritius}}
	
	
		,
	journal={{Journal of Vacation Marketing}}
		
			13
			1
			
		
	

}

@book{b14,
	
	
		,
	title={{?leti?im Bilimleri, Siyasal Kitabevi}}
		,
	author={{
			OGökçe
		}}
		
			,
	year={2006}
			,
	address={Ankara}
		
	

}

@incollection{b15,
	
	
		,
	title={{A Service Quality Measurement Architecture for Hot Spring Hotels in Taiwan}}
		,
	author={{
			Ling-FengHsieh
		} and {
			Li-Hungand LinLin
		} and {
			Yi-Yin
		}}
		
		
	
	
		,
	journal={{Tourism Management}}
		
			29
			
			,
	year={2008}
		
	

}

@incollection{b16,
	
	
		,
	title={{Customercomplaintbehaviortowardshotel restaurantservices}}
		,
	author={{
			VC SHeung
		} and {
			TLam
		}}
		
	
	
		,
	journal={{International Journal of Contemporary Hospitality Management}}
		
			15
			5
			
			,
	year={2003}
		
	

}

@incollection{b17,
	
	
		,
	title={{A QFD and SERVQUAL}}
		,
	author={{
			AK?kiz
		} and {
			Andmasoudi
		}}
		
	
	
		,
	journal={{Approachto Hotel Service Design ??letme Fakültesi Dergisi}}
		
			9
			1
			
			,
	year={2008}
		
	

}

@incollection{b18,
	
	
		,
	title={{TheEffect of Management Commitmentto Service on Employee Service Behaviors: TheMediating Role of JobSatisfaction}}
		,
	author={{
			JHKim
		} and {
			PTavitiyaman
		} and {
			WGKim
		}}
		
		
	
	
		,
	journal={{Journal Of Hospitality & Tourism Research}}
		
			33
			3
			
			,
	year={2009}
		
	

}

@book{b19,
	
	
		,
	title={{Genel Teknik ?leti?im, Detay Yay?nc?l?k 3}}
		,
	author={{
			?M?s?rl?
		}}
		
			,
	year={2007}
			,
	publisher={Bask?. Ankara}
		
	

}

@book{b20,
	
	
		,
	title={{Otel ??letmecili?i Beta Bas?m Yay?mc?l?k}}
		,
	author={{
			HOlal?
		} and {
			MVe Korzay
		}}
		
		
			,
	year={2004}
		
	

}

@incollection{b21,
	
	
		,
	title={{Mü?teri ?li?kileri Yönetiminin Otel ??letmelerinde Uygulanabilirli?ine ?li?kin Bir De?erlendirme}}
		,
	author={{
			EÖzkul
		}}
	
	
		,
	booktitle={{Seyahat ve Otel ??letmecili?i Dergisi}}
				Mart
		
			,
	year={2007}
		
	
	,
	note={Y?l: 4, Say?:1, s. 16}

}

@book{b22,
	
	
		,
	title={{Genel ve Teknik ?leti?im Gazi Kitabevi}}
		,
	author={{
			MSezgin
		} and {
			EAkgöz
		}}
		
		
			,
	year={2009}
			,
	publisher={Özbaran Ofset Matbaac?l?k}
		
	

}

@incollection{b23,
	
	
		,
	title={{Loyalty Programs andTheirImpact on Repeat Purchase Loyalty Patterns}}
		,
	author={{
			PSharp
		} and {
			BSharp
		} and {
			A
		}}
		
		
	
	
		,
	journal={{International Journal of Research in Marketing}}
		
			14
			,
	year={1997. 1997}
		
	

}

@incollection{b24,
	
	
		,
	title={{Theinformationandcommunicationtechnologiesproductivityimpact on the UK hotel sector}}
		,
	author={{
			MSigala
		}}
		Iss: 10
	
	
		,
	journal={{International Journal of Operations &Production Management}}
		
			23
			
			,
	year={2003}
		
	

}

@book{b25,
	
	
		,
	title={{Seçkin Yay?nc?l?k 2. bask?}}
		,
	author={{
			HTutar
		}}
		
			,
	year={2009}
			,
	publisher={Örgütsel ?leti?im}
		
	

}

@incollection{b26,
	
	
		,
	title={{}}
		,
	author={{
			?nciVarinli
		}}
	
	
		,
	journal={{Pazarlamada Yeni Yakla??mlar}}
		
			,
	year={2008}
		
	

}

@book{b27,
	
	
		,
	title={{Mü?teri ?li?kileri Yönetiminde Bilgi Teknolojilerinin Kullan?m?, Yay?nlanmam?? Yüksek Lisans Tezi, Marmara Üniversitesi Sosyal Bilimler Enstitüsü}}
		,
	author={{
			AY?ld?zel
		}}
		
			,
	year={2002}
			,
	address={?stanbul}
		
		
			?stanbul Üniversitesi Sosyal Bilimler Enstitüsü
		
	

}

@book{b28,
	
	
		,
	title={{?leti?im Nedir?}}
		,
	author={{
			MZ?ll?o?lu
		}}
		
			,
	year={2003}
			,
	address={Cem Yay?nevi, ?stanbul}
		
	

}

@book{b29,
	
	
		,
	title={{Consumer Behavior: Adecision Making Approach}}
		,
	author={{
			GWalters
		} and {
			BJBergiel
		}}
		
		
			,
	year={1989}
			,
	publisher={South Western Publishing}
			,
	address={USA}
		
	

}

@book{b30,
	
	
		,
	title={{Fundamentals of Marketing}}
		,
	author={{
			SWilliam
		}}
		,
	editor={6.th. ed.}
		
			,
	year={1981}
		
	

}