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Müşteri İlişkileri Yönetiminin Online Alışveriş Üzerine Etkisi: Giyilebilir Teknoloji Ürünleri Üzerine Nitel Bir Araştırma

Year 2022, Volume: 11 Issue: 1, 137 - 161, 27.03.2022
https://doi.org/10.53306/klujfeas.1072028

Abstract

Son yıllarda küreselleşme ve rekabetin hızla artmasıyla birlikte işletmeler ve tüketiciler arasında uzun vadeli ilişkilerin yaratılması gerekliliği ortaya çıkmıştır. Bununla birlikte, elektronik ticaretin hızlı büyümesi ve internet tabanlı hizmetlerin yaygınlaşması yeni bir kavram olan e-MİY’i doğurmuştur. Bu doğrultuda, müşteri ilişkileri yönetiminin online alışveriş üzerine etkisinin incelenmesi bu çalışmanın amacını oluşturmaktadır. Ayrıca çalışma kapsamında, tüketicilerin ürün ve hizmetlerle ilgili satıcılara yönelttiği soruların hangi konularda daha fazla ön plana çıktığının belirlenebilmesine yönelik olarak soruların kategorik olarak dağılımının ortaya koyulması amaçlanmıştır. Araştırma kapsamında toplamda 23 adet giyilebilir teknoloji ürünüyle ilgili tüketiciler tarafından satıcılara yönlendirilmiş 1.109 soru incelenmiştir. 20 farklı konu ile ilgili olarak yöneltilen soruların önemli bir bölümü herhangi bir giyilebilir teknoloji ürününün, diğer cihazlarla birlikte kullanımı veya uyumu ile ilgili olmuştur. Ürün özellikleri hakkında sorulan sorular ve farklı renk, beden ve materyal seçenekleri hakkında sorulan sorular ön plana çıkan diğer önemli konu başlıklarıdır. Online platformlar aracılığıyla müşteri ilişkileri yönetiminin gelecek yıllarda daha da önem kazanacak olması nedeniyle bu çalışmanın aynı alandaki diğer çalışmalara yol göstermesi beklenmektedir.

References

  • ADEI (Adobe Digital Economy Index) (2021), https://business.adobe.com/content/dam/dx/us/en/resources/reports/adobe-digital-economic-index-april-2021/Digital_Economy_Index_April_2021.pdf Erişim tarihi: 12.11.2021
  • Agrawal, M. L. (2003). Customer Relationship Management. Journal of Services Research, 3(2), 149-171.
  • Amazhanova, K., & Huseynov, F. (2018). The Impact of Electronic Customer Relationship Management on Customer Satisfaction in Turkey. Yönetim, Ekonomi ve Pazarlama Araştırmaları Dergisi, 2(4), 12-26.
  • Arslan, İ. K., & Arslan, P. (2012). Mobil Pazarlama. İstanbul: Papatya Yayıncılık.
  • Başaran Alagöz, S., Alagöz, M., İnce, M., & Oktay E. (2004). Müşteri İlişkileri Yönetimi: Bilişim Teknolojilerinin Etkisi ve Bankacılık Sektöründeki Gelişimi. Ankara: Nobel Yayın Dağıtım.
  • Beauchamp, M. B., & Ponder, N. (2010). Perceptions of Retail Convenıence for In-Store and Online Shoppers. Marketing Management Journal, 20(1), 49–65.
  • Berbegal-Mirabent, J., Mas-Machuca, M., & Marimon, F. (2016). Antecedents of Online Purchasing Behaviour in the Tourism Sector. Industrial Management & Data Systems, 116(1), 87-102.
  • Chablo, E. (1999). The Importance Of Marketing Data Intelligence In Delivering Successful CRM (Report). London, UK: SmartFOCUS.
  • Chandra, C., & Kumar, N. (2000). Supply Chain Management in Theory and Practice: A Passing Fad or a Fundamental Change?. Industrial Management & Data Systems, 100(3), 100-114.
  • Chang, H. H. (2007). Critical Factors and Benefits in the Implementation of Customer Relationship Management. Total Quality Management, 18(5), 483-508.
  • Çalışkan, G., & Şahbaz, R. P. (2019), Sosyal Müşteri İlişkileri Yönetimi Anlayışının Belirlenmesine Yönelik Bir Araştırma: İzmir Örneği. Uluslararası Türk Dünyası Turizm Araştırmaları Dergisi, 4(1), 17-34.
  • Erdoğan, Z., & Torun, T. (2009). Bir İlişkisel Pazarlama Aracı Olarak Sanal Topluluklar. Pazarlama ve Pazarlama Araştırmaları Dergisi, 2(4), 45-71.
  • Eurostat (2021). Internet Use and Online Purchases, 2020. https://ec.europa.eu/eurostat/databrowser/view/isoc_ci_ifp_iu/default/table?lang=en Erişim tarihi: 14.11.2021
  • Faqih, K. M. S. (2013), Exploring the Influence of Perceived Risk and Internet Self-efficacy on Consumer Online Shopping Intentions: Perspective of Technology Acceptance Model. International Management Review, 8(1), 68-78.
  • Feinberg, R., & Kadam, R . (2002). E–CRM Web Service Attributes as Determinants of Customer Satisfaction with Retail Wed Sites. International Journal of Service Industry Management, 13(5) , 432-451.
  • Fung Global Retail & Technology (FGRT) (2016). The Wearables Report 2016: Reviewing A Market Fast- Changing Market, https://www.fbicgroup.com/sites/default/files/The%20Wearables%20Report%202016%20by%20FBIC%20Global%20Retail%20and%20Technology%20June%2021%202016.pdf Erişim tarihi: 01.11.2021
  • Gel, O. C. (2007). CRM Yolculuğu. İstanbul: Sistem Yayıncılık.
  • Goldenberg, B. (1999). Customer Relationship Management – What is it all About? CRM Forum Resources. www.Crm-forum.com Erişim tarihi: 10.11.2021
  • Harrell, M. C., & Bradley, M. A. (2009). Data Collection Methods: Semi-Structured Interviews and Focus Groups. California: The RAND Corporation.
  • Hoots, M. (2005). Customer Relationship Management for Facility Managers. Journal of Facilities Management, 3(4), 346-361.
  • Huseynov, F., & Yıldırım, S. Ö. (2016). Internet Users’ Attitudes Toward Business-to-Consumer Online Shopping: A Survey. Information Development, 32(3), 452-465.
  • Jalal, A. N., & Ibrahim, O. (2012). Influence of Customer Relationship Management on Online Shopping. International Journal of Computer Science Issues, 9(6), 363-365.
  • Jusoh Md. Z., & Ling, G. H. (2012). Factors Influencing Consumers’ Attitude Towards E-commerce Purchases Through Online Shopping. International Journal of Humanities and Social Science, 2(4), 223-230.
  • Kavitha, T. (2017). Consumer Buying Behavior of Online Shopping - A Study. International Journal of Research in Management & Business Studies, 4(3), 38-41.
  • Keating, B. W., Alpert, F., Kriz, A., & Quazi, A. (2011). Mediating Role of Relationship Quality in Online Services. Journal of Computer Information Systems, 52(2), 33-41.
  • Khalifa, M., & Shen, N. (2005). Effects of Electronic Customer Relationship Management on Customer Satisfaction: A Temporal Model. Proceedings of the 38th Annual Hawaii International Conference on System Sciences, 2005, 1-10.
  • Kırım, A. (2001). Strateji ve Bire-Bir Pazarlama (CRM). İstanbul: Sistem Yayıncılık.
  • Kim, J., Suh, E., & Hwang, H. (2003). A Model for Evaluating the Effectiveness of CRM Using the Balanced Scorecard. Journal of interactive Marketing, 17(2), 5-19.
  • Kobsa, A., Koenemann, J., & Pohl, W. (2001). Personalised Hypermedia Presentation Techniques for Improving Online Customer Relationships. The Knowledge Engineering Review, 16(2).
  • Koo, H. S., & Fallon, K. (2017). Preferences in Tracking Dimensions for Wearable Technology. International Journal of Clothing Science and Technology, 29(2), 180-199.
  • Kotler, P., & Armstrong, G. (2004). Principles of Marketing. NJ: Prentice Hall.
  • Kumar. V., & Reinartz. W. (2012). Customer Relationship Management: Concept, Strategy, and Tools. Berlin: Springer.
  • Langerak, F., & Verhoef, P.C. (2003). Strategically Embedding CRM. Business Strategy Review, 14(4), 73-80.
  • Liang, C-J., & Chen, H-J. (2009). A Study of the Impacts of Website Quality on Customer Relationship Performance. Total Quality Management & Business Excellence, 20(9), 971-988.
  • Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why Do Customer Relationship Management Applications Affect Customer Satisfaction?. Journal of Marketing, 69(4), 201–209.
  • Morgan, R. M., & Hunt, S. D. (1994). The Commitment-trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20-38.
  • Nguyen, B., & Mutum, D. S. (2012). A Review of Customer Relationship Management: Successes, Advances, Pitfalls and Futures. Business Process Management Journal, 18(3), 400-419.
  • Onurlubaş, E., & Öztürk, D. (2018). Sosyal Medya Uygulamalarının Y Kuşağı Satın Alma Davranışı Üzerine Etkisi: Instagram Örneği. OPUS Uluslararası Toplum Araştırmaları Dergisi, 9(16), 984-1016.
  • Özçiçek Dölekoğlu, C., & Çelik, O. (2019). Internet Shopping of Generation Y. OPUS International Journal of Society Researches, 11(18), 1589-1601.
  • Padmavathy, C., Balaji, M. S., & Sivakumar, V. J. (2012). Measuring Effectiveness of Customer Relationship Management in Indian Retail Banks. International Journal of Bank Marketing, 30(4), 246-266.
  • Payne, A., & Frow, P. (2005). A Strategic Framework for Customer Relationship Management. Journal of Marketing, 69(4), 167-176.
  • Peck, H., Payne, A., Christopher, M., & Clark, M. (1999). Relationship Marketing: Strategy and implementation. Oxford: Butterworth Heineman.
  • Peppers, D., & Rogers, M. (2011). Managing Customer Relationships: A Strategic Framework. NJ: Wiley, Hoboken.
  • Rahman, M. A., Islam, Md. A., Esha, B. H., Sultana, N., & Chakravorty, S. (2018). Consumer buying behavior towards online shopping: An empirical study on Dhaka city, Bangladesh. Cogent Business & Management, 5(1), 1-22.
  • Reinartz W, Krafft M., & Hoyer W. D. (2004). The Customer Relationship Management Process: Its Measurement and Impact on Performance. Journal of Marketing Research, 41(3), 293-305.
  • Richards, K.A., & Jones, E. (2008). Customer Relationship Management: Finding Value Drivers. Industrial Marketing Management, 37(2), 120-130.
  • Ryals, L., & Payne, A. F. T. (2001). Customer Relationship Management in Financial Services: Towards Information Enabled Relationship Marketing. Journal of Strategic Marketing, 9(1), 3-27.
  • Sahay, B. S. (2003). Understanding Trust in Supply Chain Relationship. Industrial Management & Data Systems, 103(8), 553-563.
  • Schoder, D., & Madeja, N. (2004). Is Customer Relationship Management A Success Factor in Electronic Commerce?. Journal of Electronic Commerce Research, 5(1), 38-53.
  • Sökmen, A., & Baş, M. (2019). Elektronik Müşteri İlişkileri Uygulamalarının Algılanan İlişki Kalitesi ve Müşteri Sadakati Üzerine Etkisi: Havayolu Sektöründe Bir Araştırma. İşletme Araştırmaları Dergisi, 11(1), 641-652.
  • Statista (2021). E-commerce Worldwide - Statistics & Facts. https://www.statista.com/topics/871/online-shopping/#dossierKeyfigures Erişim tarihi: 01.11.2021
  • Stefanou, C. J., Sarmaniotis, C., & Stafyla, A. (2003). CRM and Customer-centric Knowledge Management: An Empirical Research. Business Process Management Journal, 9(5), 617-634.
  • Şirzad, N., & Turancı, E. (2019). Dijital Halkla İlişkiler ve Müşteri İlişkileri Yönetimi: Şikayet Yönetimi Bağlamında Memnuniyet Unsurlarının İncelenmesi. Akdeniz Üniversitesi İletişim Fakültesi Dergisi, 31, 421-443.
  • Tham, K. W., Dastane, O., Johari, Z., & Ismail, N. B. (2019). Perceived Risk Factors Affecting Consumers’ Online Shopping Behaviour. Journal of Asian Finance, Economics and Business, 6(4), 245-256.
  • Winer, R. S. (2001). A Framework for Customer Relationship Management. California Management Review, 43(4), 89-105.
  • Wright, R., & Keith, L. (2014). Wearable Technology: If the Tech Fits, Wear It. Journal of Electronic Resources in Medical Libraries, 11(4), 204-216.
  • Yıldırım A., & Şimşek H. (2000). Sosyal Bilimlerde Nitel Araştırma Yöntemleri. Ankara: Seçkin Yayıncılık.
  • Zablah, A. R., Beuenger, D. N., & Johnston W. J. (2003). Customer Relationship Management: An Explication of Its Domain and Avenues for Further Inquiry. Michael Kleinaltenkamp and Michael Ehret (Eds.). Relationship Marketing, Customer Relationship Management and Marketing Management: Co-Operation–Competition–CoEvolution, 115–124, Berlin: Freie Universität.
  • Zikmund, W. G., McLeod Jr., R., & Gilbert, F. W. (2003). Customer Relationship Management. Hoboken, NJ: Wiley.
  • Zineldin, M., & Jonsson, P. (2000). An Examination of the Main Factors Affecting Trust/commitment in Supplier-dealer Relationships: An Empirical Study of the Swedish Wood Industry. The TQM Magazine, 12(4), 245-266.

The Effect of Customer Relationship Management on Online Shopping: A Qualitative Research on Wearable Technology Products

Year 2022, Volume: 11 Issue: 1, 137 - 161, 27.03.2022
https://doi.org/10.53306/klujfeas.1072028

Abstract

With the rapid increase in globalization and competition in recent years, a necessity for creating long-term relationships between businesses and consumers has emerged. Though, the rapid growth of electronic commerce and the spread of internet-based services have given birth to a new concept, e-CRM. In this direction, the aim of this study is to examine the effect of customer relationship management on online shopping. In addition, within the scope of the study, it is aimed to reveal the categorical distribution of the questions in order to determine which subjects are more prominent in the questions directed by the consumers to the sellers about the products and services. Within the scope of the research, a total of 1,109 questions directed to sellers by consumers about 23 wearable technology products were examined. An important part of the questions asked about 20 different topics was about the use or compatibility of any wearable technology product with other devices. Questions asked about product features and different color, size and material options are other important topics that come to the fore. Since customer relationship management through online platforms will gain more importance in the coming years, it is expected that this study will guide other studies in the same field.

References

  • ADEI (Adobe Digital Economy Index) (2021), https://business.adobe.com/content/dam/dx/us/en/resources/reports/adobe-digital-economic-index-april-2021/Digital_Economy_Index_April_2021.pdf Erişim tarihi: 12.11.2021
  • Agrawal, M. L. (2003). Customer Relationship Management. Journal of Services Research, 3(2), 149-171.
  • Amazhanova, K., & Huseynov, F. (2018). The Impact of Electronic Customer Relationship Management on Customer Satisfaction in Turkey. Yönetim, Ekonomi ve Pazarlama Araştırmaları Dergisi, 2(4), 12-26.
  • Arslan, İ. K., & Arslan, P. (2012). Mobil Pazarlama. İstanbul: Papatya Yayıncılık.
  • Başaran Alagöz, S., Alagöz, M., İnce, M., & Oktay E. (2004). Müşteri İlişkileri Yönetimi: Bilişim Teknolojilerinin Etkisi ve Bankacılık Sektöründeki Gelişimi. Ankara: Nobel Yayın Dağıtım.
  • Beauchamp, M. B., & Ponder, N. (2010). Perceptions of Retail Convenıence for In-Store and Online Shoppers. Marketing Management Journal, 20(1), 49–65.
  • Berbegal-Mirabent, J., Mas-Machuca, M., & Marimon, F. (2016). Antecedents of Online Purchasing Behaviour in the Tourism Sector. Industrial Management & Data Systems, 116(1), 87-102.
  • Chablo, E. (1999). The Importance Of Marketing Data Intelligence In Delivering Successful CRM (Report). London, UK: SmartFOCUS.
  • Chandra, C., & Kumar, N. (2000). Supply Chain Management in Theory and Practice: A Passing Fad or a Fundamental Change?. Industrial Management & Data Systems, 100(3), 100-114.
  • Chang, H. H. (2007). Critical Factors and Benefits in the Implementation of Customer Relationship Management. Total Quality Management, 18(5), 483-508.
  • Çalışkan, G., & Şahbaz, R. P. (2019), Sosyal Müşteri İlişkileri Yönetimi Anlayışının Belirlenmesine Yönelik Bir Araştırma: İzmir Örneği. Uluslararası Türk Dünyası Turizm Araştırmaları Dergisi, 4(1), 17-34.
  • Erdoğan, Z., & Torun, T. (2009). Bir İlişkisel Pazarlama Aracı Olarak Sanal Topluluklar. Pazarlama ve Pazarlama Araştırmaları Dergisi, 2(4), 45-71.
  • Eurostat (2021). Internet Use and Online Purchases, 2020. https://ec.europa.eu/eurostat/databrowser/view/isoc_ci_ifp_iu/default/table?lang=en Erişim tarihi: 14.11.2021
  • Faqih, K. M. S. (2013), Exploring the Influence of Perceived Risk and Internet Self-efficacy on Consumer Online Shopping Intentions: Perspective of Technology Acceptance Model. International Management Review, 8(1), 68-78.
  • Feinberg, R., & Kadam, R . (2002). E–CRM Web Service Attributes as Determinants of Customer Satisfaction with Retail Wed Sites. International Journal of Service Industry Management, 13(5) , 432-451.
  • Fung Global Retail & Technology (FGRT) (2016). The Wearables Report 2016: Reviewing A Market Fast- Changing Market, https://www.fbicgroup.com/sites/default/files/The%20Wearables%20Report%202016%20by%20FBIC%20Global%20Retail%20and%20Technology%20June%2021%202016.pdf Erişim tarihi: 01.11.2021
  • Gel, O. C. (2007). CRM Yolculuğu. İstanbul: Sistem Yayıncılık.
  • Goldenberg, B. (1999). Customer Relationship Management – What is it all About? CRM Forum Resources. www.Crm-forum.com Erişim tarihi: 10.11.2021
  • Harrell, M. C., & Bradley, M. A. (2009). Data Collection Methods: Semi-Structured Interviews and Focus Groups. California: The RAND Corporation.
  • Hoots, M. (2005). Customer Relationship Management for Facility Managers. Journal of Facilities Management, 3(4), 346-361.
  • Huseynov, F., & Yıldırım, S. Ö. (2016). Internet Users’ Attitudes Toward Business-to-Consumer Online Shopping: A Survey. Information Development, 32(3), 452-465.
  • Jalal, A. N., & Ibrahim, O. (2012). Influence of Customer Relationship Management on Online Shopping. International Journal of Computer Science Issues, 9(6), 363-365.
  • Jusoh Md. Z., & Ling, G. H. (2012). Factors Influencing Consumers’ Attitude Towards E-commerce Purchases Through Online Shopping. International Journal of Humanities and Social Science, 2(4), 223-230.
  • Kavitha, T. (2017). Consumer Buying Behavior of Online Shopping - A Study. International Journal of Research in Management & Business Studies, 4(3), 38-41.
  • Keating, B. W., Alpert, F., Kriz, A., & Quazi, A. (2011). Mediating Role of Relationship Quality in Online Services. Journal of Computer Information Systems, 52(2), 33-41.
  • Khalifa, M., & Shen, N. (2005). Effects of Electronic Customer Relationship Management on Customer Satisfaction: A Temporal Model. Proceedings of the 38th Annual Hawaii International Conference on System Sciences, 2005, 1-10.
  • Kırım, A. (2001). Strateji ve Bire-Bir Pazarlama (CRM). İstanbul: Sistem Yayıncılık.
  • Kim, J., Suh, E., & Hwang, H. (2003). A Model for Evaluating the Effectiveness of CRM Using the Balanced Scorecard. Journal of interactive Marketing, 17(2), 5-19.
  • Kobsa, A., Koenemann, J., & Pohl, W. (2001). Personalised Hypermedia Presentation Techniques for Improving Online Customer Relationships. The Knowledge Engineering Review, 16(2).
  • Koo, H. S., & Fallon, K. (2017). Preferences in Tracking Dimensions for Wearable Technology. International Journal of Clothing Science and Technology, 29(2), 180-199.
  • Kotler, P., & Armstrong, G. (2004). Principles of Marketing. NJ: Prentice Hall.
  • Kumar. V., & Reinartz. W. (2012). Customer Relationship Management: Concept, Strategy, and Tools. Berlin: Springer.
  • Langerak, F., & Verhoef, P.C. (2003). Strategically Embedding CRM. Business Strategy Review, 14(4), 73-80.
  • Liang, C-J., & Chen, H-J. (2009). A Study of the Impacts of Website Quality on Customer Relationship Performance. Total Quality Management & Business Excellence, 20(9), 971-988.
  • Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why Do Customer Relationship Management Applications Affect Customer Satisfaction?. Journal of Marketing, 69(4), 201–209.
  • Morgan, R. M., & Hunt, S. D. (1994). The Commitment-trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20-38.
  • Nguyen, B., & Mutum, D. S. (2012). A Review of Customer Relationship Management: Successes, Advances, Pitfalls and Futures. Business Process Management Journal, 18(3), 400-419.
  • Onurlubaş, E., & Öztürk, D. (2018). Sosyal Medya Uygulamalarının Y Kuşağı Satın Alma Davranışı Üzerine Etkisi: Instagram Örneği. OPUS Uluslararası Toplum Araştırmaları Dergisi, 9(16), 984-1016.
  • Özçiçek Dölekoğlu, C., & Çelik, O. (2019). Internet Shopping of Generation Y. OPUS International Journal of Society Researches, 11(18), 1589-1601.
  • Padmavathy, C., Balaji, M. S., & Sivakumar, V. J. (2012). Measuring Effectiveness of Customer Relationship Management in Indian Retail Banks. International Journal of Bank Marketing, 30(4), 246-266.
  • Payne, A., & Frow, P. (2005). A Strategic Framework for Customer Relationship Management. Journal of Marketing, 69(4), 167-176.
  • Peck, H., Payne, A., Christopher, M., & Clark, M. (1999). Relationship Marketing: Strategy and implementation. Oxford: Butterworth Heineman.
  • Peppers, D., & Rogers, M. (2011). Managing Customer Relationships: A Strategic Framework. NJ: Wiley, Hoboken.
  • Rahman, M. A., Islam, Md. A., Esha, B. H., Sultana, N., & Chakravorty, S. (2018). Consumer buying behavior towards online shopping: An empirical study on Dhaka city, Bangladesh. Cogent Business & Management, 5(1), 1-22.
  • Reinartz W, Krafft M., & Hoyer W. D. (2004). The Customer Relationship Management Process: Its Measurement and Impact on Performance. Journal of Marketing Research, 41(3), 293-305.
  • Richards, K.A., & Jones, E. (2008). Customer Relationship Management: Finding Value Drivers. Industrial Marketing Management, 37(2), 120-130.
  • Ryals, L., & Payne, A. F. T. (2001). Customer Relationship Management in Financial Services: Towards Information Enabled Relationship Marketing. Journal of Strategic Marketing, 9(1), 3-27.
  • Sahay, B. S. (2003). Understanding Trust in Supply Chain Relationship. Industrial Management & Data Systems, 103(8), 553-563.
  • Schoder, D., & Madeja, N. (2004). Is Customer Relationship Management A Success Factor in Electronic Commerce?. Journal of Electronic Commerce Research, 5(1), 38-53.
  • Sökmen, A., & Baş, M. (2019). Elektronik Müşteri İlişkileri Uygulamalarının Algılanan İlişki Kalitesi ve Müşteri Sadakati Üzerine Etkisi: Havayolu Sektöründe Bir Araştırma. İşletme Araştırmaları Dergisi, 11(1), 641-652.
  • Statista (2021). E-commerce Worldwide - Statistics & Facts. https://www.statista.com/topics/871/online-shopping/#dossierKeyfigures Erişim tarihi: 01.11.2021
  • Stefanou, C. J., Sarmaniotis, C., & Stafyla, A. (2003). CRM and Customer-centric Knowledge Management: An Empirical Research. Business Process Management Journal, 9(5), 617-634.
  • Şirzad, N., & Turancı, E. (2019). Dijital Halkla İlişkiler ve Müşteri İlişkileri Yönetimi: Şikayet Yönetimi Bağlamında Memnuniyet Unsurlarının İncelenmesi. Akdeniz Üniversitesi İletişim Fakültesi Dergisi, 31, 421-443.
  • Tham, K. W., Dastane, O., Johari, Z., & Ismail, N. B. (2019). Perceived Risk Factors Affecting Consumers’ Online Shopping Behaviour. Journal of Asian Finance, Economics and Business, 6(4), 245-256.
  • Winer, R. S. (2001). A Framework for Customer Relationship Management. California Management Review, 43(4), 89-105.
  • Wright, R., & Keith, L. (2014). Wearable Technology: If the Tech Fits, Wear It. Journal of Electronic Resources in Medical Libraries, 11(4), 204-216.
  • Yıldırım A., & Şimşek H. (2000). Sosyal Bilimlerde Nitel Araştırma Yöntemleri. Ankara: Seçkin Yayıncılık.
  • Zablah, A. R., Beuenger, D. N., & Johnston W. J. (2003). Customer Relationship Management: An Explication of Its Domain and Avenues for Further Inquiry. Michael Kleinaltenkamp and Michael Ehret (Eds.). Relationship Marketing, Customer Relationship Management and Marketing Management: Co-Operation–Competition–CoEvolution, 115–124, Berlin: Freie Universität.
  • Zikmund, W. G., McLeod Jr., R., & Gilbert, F. W. (2003). Customer Relationship Management. Hoboken, NJ: Wiley.
  • Zineldin, M., & Jonsson, P. (2000). An Examination of the Main Factors Affecting Trust/commitment in Supplier-dealer Relationships: An Empirical Study of the Swedish Wood Industry. The TQM Magazine, 12(4), 245-266.
There are 60 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Engin Yücel 0000-0001-8910-5359

Publication Date March 27, 2022
Published in Issue Year 2022 Volume: 11 Issue: 1

Cite

APA Yücel, E. (2022). Müşteri İlişkileri Yönetiminin Online Alışveriş Üzerine Etkisi: Giyilebilir Teknoloji Ürünleri Üzerine Nitel Bir Araştırma. Kırklareli Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 11(1), 137-161. https://doi.org/10.53306/klujfeas.1072028