Emotional labour is defined as to stereotype the sensorial properties of employees who interact with their customers one to one as part of their job for the organization's self interest. Psychological capital expresses a mental state, with the positiveness in the center, of the organizations which overreaches intellectual capital while gaining the competetive advantage.As in all other sectors, employees of banking sector have invariant importance for their organizations. To use this resource most efficiently and to turn it into the competitive advantage have vital importance for the organizations. The way to enhance the capacity of employees involves strengthening their emotional labour and psychological capital.This study have the aims of identifying the emotional labour and psychological capital of employees at banking sector and determining whether these show any differences according to the demographic factors or not. For this purpose, the questionnaire which was prepared with the help of literature has been conducted to the employees of the banks at the Gulf of Edremit in Balıkesir province. The data gathered from these questionnaires has been analysed statistical and the results have been interpreted.

Emotional labor behavior is defined as making design of own emotional properties of employees, so as to be in favor of the organization, who often are together with and interacting with their customers as a part of their job. Psychological capital that has been suggested based on the concepts of psychology and positive organizational behavior, focuses on the positive strengths of employees, and provides a competitive advantage against their competitors, keeping positivity in its center. As in many sectors, especially employees in laborintensive sectors such as tourism, have a vital importance for their organizations, and the effective use of this resource will also bring along a competitive advantage. Increasing the efficiency and productivity of this resource will also be possible with identification and empowerment of the employees' psychological capital and their emotional labor. The goal of this study is to determine the relationships between the emotional labors and psychological capital of employees in the tourism sector, and also to determine whether or not they differ according to demographic factors. For this purpose, the questionnaire prepared by using the literature was conducted on the employees of a hotel enterprise operating in the Gulf region of Balıkesir province. The data obtained from the questionnaire were statistically analysed, and the results were evaluated.

Understanding of marketing, focused on customers, is required to study of understanding the tendency of consumption and the habits of potential customers in businesses better. Factors such as time, family, brand preferences, product diversity, using of internet, advertising, colors, fashion, age, gender, education can be effective in the preferences of consumption and the customers. Economic literacy analyses the revision of different options, identifications the costs and profits, the results of changes in economicsituations in interpretation and resolution of economic problems this provides to bemore consciousconsumer in a sense. In this notice,the relationships betweeneconomicliteracy and consumer preferences will be researched. The sample of this study consists ofthe academics and officials from the University of Dumlupınar reached by questionnaireon the Internet. As a result ofthis research, it was deduced that the employees who are working in economics and management, have ahigh level of economicliteracy, it was also observed that the more the level of educationincreases, the more economicliteracyincreases. Variablesdetermining the choices ofconsumers; there isn't any relationships between the specifications of products,advertising andbrand and the economic literacy. In the analysis of regression; a statistically significant association was observed between the factors of consumer preferencesdetermining theage, marital status, monthly income, degree, the level of education.

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Service quality is expressed as the difference between expected and perceived service. Since the concept of service has an abstract characteristics, the quality factor varies from consumer to consumer. The concept of behavioral intention is an indicator of that customers will continue to buy service from the organization or leave the organization. Members of accounting profession providing public accountant services that are the part of service sector, are affected by intense competition in the service sector. For this reason,members of accounting profession are required to care about the service quality and customer satisfaction of the taxpayer for whom they provide service. The measurement of the quality of service of members of accounting profession has become extremely important in terms of customer relations and the continuity of relationship. The purpose of this study is to determine how declarer income taxpayers perceive the quality of service which they buy from the members of accounting profession, and the influence of quality on behavioral intention.In the scope of the study, it is expected that quality of service will positively affect behavioral intention. For this purpose, a questionnaire was applied to 1.070 income taxpayers who purchased services from professional accountants in Balıkesir province center and districts, and the obtained data were subjected to statistical analysis and the results were interpreted. In the study, it was seen that physical qualities, reliability and empathy dimensions were influential on customer satisfaction, and customer satisfaction had a significant influence on behavioral intentions. Keywords:Members of accounting profession (Public Accountant Services), service quality, customer satisfaction, behavioral intentions, JEL Codes: M41, M31 MUHASEBE MESLEK MENSUPLARININ SUNDUĞU HİZMETİN KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE DAVRANIŞSAL NİYETLER ÖZETHizmet kalitesi, beklenen ile algılanan hizmet arasındaki fark olarak açıklanmaktadır Hizmet kavramı soyut bir özelik taşıdığından, kalite unsuru tüketiciden tüketiciye değişkenlik göstermektedir. Davranışsal niyet kavramı ise, müşterilerin organizasyondan hizmet almaya devam edeceklerinin veya organizasyonu terk edeceklerinin bir göstergesidir. Hizmet sektörünün bir parçası olan mali müşavirlik hizmetlerini sunan muhasebe meslek mensupları, hizmet sektöründe yaşanan yoğun rekabetten etkilenmektedirler. Bu nedenle, muhasebe meslek mensuplarının hizmet kalitesine ve kendilerinden hizmet alan mükelleflerin müşteri memnuniyetine özen göstermeleri gerekmektedir. Muhasebe meslek mensuplarının hizmet kalitesinin ölçülmesi, müşteri ilişkileri ve ilişkinin sürekliliği açısından son derece önem kazanmaktadır. Bu çalışma, muhasebe meslek mensuplarından hizmet satın alan gerçek usulde vergilendirilen gelir vergisi mükellefi (ticari kazanç ve serbest meslek kazancı elde eden) işletme sahiplerinin satın aldıkları hizmetin kalitesini nasıl algıladıklarının, hizmet kalitesinin müşteri memnuniyeti üzerindeki ve müşteri memnuniyetinin de ...