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 – 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...

In recent years, service quality, trust, corporate image and switching cost are mainly viewed as the primary determinants of repeat choice behavior. In the literature, according to many authors, switching costs have (1) financial switching cost, (2) procedural switching cost and (3) relational...

Intellectual capital is among the new, advanced management notions developed to overcome the inadequacy of previous administrations, to adapt to new situations and forge ahead of the competition. Intellectual capital means the information, experience and skills that offer advantage in...

This research tests a model of turnover intentions for accountants' motivated by the belief that understanding the turnover phenomenon among accountants' may help personnel managers and manpower planners design effective retention strategies. It may also provide occupational counselors and...

The nonlinearity and accompanying concept, namely the chaos receive great attention from researchers. This study employs nonlinearity and chaos theories to examine the behavior of the Istanbul Stock Exchange (ISE) all share equity indices. The main purpose was to explore the existence or...

Nowadays, protecting market share against rival firms is more important than ever due to the decline in market growth rate and the increase in the competition. The main requirement for protecting market share is to create loyal customers. Switching costs are one of the strategies for reaching...

We investigate the effectiveness of Benford's Law through an digital analysis of the off-balance sheet account disclosures made by Turkish Banks during the 1990-2010. We found that off-balance sheet account disclosures of the fiscal term 1999 doesn't comply with Benford's Law. Our finding is...