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EFFECT OF ELECTRONIC CUSTOMER RELATIONS MANAGEMENT ON COMPETITIVENESS AND LOGISTICS PERFORMANCE; A STUDY ON AUTOMOTIVE AND FURNITURE INDUSTRY

Year 2022, , 1580 - 1604, 29.11.2022

Şükrü Yapraklı , Sefa Çelik

https://doi.org/10.30798/makuiibf.912445

Abstract

Electronic customer relationship management is the result of increasing e-commerce as a result of technological developments and the urge to get loyal customers. As technology changes rapidly every day, it does not take long for companies in the market to differentiate from their competitors. At this point, the main difference can be caught by the companies that develop and direct customer relations by using technology. The aim of this research is to determine the impact of electronic customer relationship management on competitiveness and logistic performance. It is also aimed to compare the variables in different 2 sectors. The scope of the research consists of the authorized sales agents of the authorized automotive agencies and national furniture manufacturers that operate in Erzurum. As a result of the research, it has been determined that electronic customer relationship management has an impact on competitiveness and logistic performance and that the competitiveness is differentiated on a sectoral basis.

Keywords

Electronic Customer Relations Management Competitiveness Logistic Performance Furniture Automotive

References

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ELEKTRONİK MÜŞTERİ İLİŞKİLERİ YÖNETİMİNİN REKABET GÜCÜ VE LOJİSTİK PERFORMANS ÜZERİNDEKİ ETKİSİ; OTOMOTİV VE MOBİLYA SEKTÖRLERİNDE BİR ARAŞTIRMA

Year 2022, , 1580 - 1604, 29.11.2022

Şükrü Yapraklı , Sefa Çelik

https://doi.org/10.30798/makuiibf.912445

Abstract

Elektronik müşteri ilişkileri yönetimi (E-MİY), teknolojik gelişmeler sonucu artan e-ticaretin, sadık müşteri kazanma dürtüsünün ve rekabetin bir sonucudur. Teknoloji her geçen gün hızla değiştiğinden piyasadaki firmaların rakiplerinden farklılaşmaları uzun sürmemektedir. Bu noktada asıl farklılığı teknolojiyi kullanarak müşteri ilişkileri geliştiren ve yönlendiren firmalar yakalayabilmektedirler. Bu araştırmanın amacı, E-MİY uygulamalarının rekabet gücü ve lojistik performans üzerindeki etkisini belirlemektir. Araştırmada ayrıca araştırılan değişkenlerin 2 farklı sektörde karşılaştırılması amaçlanmıştır. Araştırma kapsamını Erzurum’da faaliyet gösteren otomotiv acenteleri ve ulusal mobilya üreticilerinin Erzurum’daki yetkili satış mağazaları oluşturmaktadır. Araştırma sonucunda E-MİY uygulamalarının rekabet gücü ve lojistik performansa etki ettiği ve rekabet gücünün sektörel bazda farklılaştığı tespit edilmiştir.

Keywords

Elektronik Müşteri İlişkileri yönetimi Rekabet Lojistik Performans Mobilya Otomotiv Electronic Customer Relations Management Competitiveness Logistic Performance Furniture Automotive

References

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Primary Language Turkish
Journal Section Research Articles
Authors

Şükrü Yapraklı 0000-0002-1756-1491

Sefa Çelik 0000-0003-3151-1324

Publication Date November 29, 2022
Submission Date April 9, 2021
Published in Issue Year 2022

Cite

APA Yapraklı, Ş., & Çelik, S. (2022). ELEKTRONİK MÜŞTERİ İLİŞKİLERİ YÖNETİMİNİN REKABET GÜCÜ VE LOJİSTİK PERFORMANS ÜZERİNDEKİ ETKİSİ; OTOMOTİV VE MOBİLYA SEKTÖRLERİNDE BİR ARAŞTIRMA. Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty, 9(3), 1580-1604. https://doi.org/10.30798/makuiibf.912445

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