Araştırma Makalesi
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Ticaret ve Sanayi Odalarında Üye İlişkileri Yönetimi ve Bilişim Teknolojilerinin Sürece Katkıları

Yıl 2022, Cilt: 22 Sayı: 4, 1109 - 1128, 28.12.2022
https://doi.org/10.18037/ausbd.1225885

Öz

Bu çalışmada Ticaret ve Sanayi Odalarının üye ilişkileri yönetimi kapsamında hangi düzeyde ne tür faaliyetlere yer verdiklerinin tespit edilmesi, ilgili faaliyetlerin nasıl uygulandığının incelenmesi ve bu süreçte bilişim teknolojilerinden ne düzeyde yararlandıklarının belirlenmesi amaçlanmıştır. Çalışmanın amaçlarına bağlı olarak nitel yöntemlerin yararlanıldığı bir araştırma kurgulanmış ve ikincil veriler kapsamında Ticaret ve Sanayi Odalarının web sitelerinde “üye ilişkileri yönetimi politikaları ve uygulamaları” başlıklarında kamuya açık olarak paylaşılmış metinler doküman analizi tekniği ile incelenmiştir. Araştırmanın örneklemini 44 metin oluşturmakta olup, metinlerin analizinde Maxqda programından yararlanılmıştır. Bulgular, faaliyet türünün üye yönetimi hizmetleri ve üye gelişimine yönelik hizmetler olarak iki ana kategori altında toplandığını göstermektedir. Faaliyetlerin uygulanma biçiminde ise bulgular, görev ve hizmetlerin yasallığı, üyelerden gelen istek, talep, öneri ve şikâyetler, oda personelinin profili, üye iletişim biçimi ile üye yönetimi ilkeleri gibi faktörlerin etkili olduğunu ortaya koymaktadır. Bununla birlikte odaların büyük çoğunluğunun oldukça basit düzeyde bilişim teknolojilerinden yararlandıkları, fakat bazılarının kalite yönetim sistemi ve üye memnuniyet sistemi gibi daha karmaşık teknoloji odaklı sitemleri benimsedikleri görülmüştür. Çalışmanın üye ilişkileri yönetimi ile yönetim bilişim sistemleri yazınlarına ve üye ilişkileri yönetimiyle ilgili olan tüm dernek, oda veya benzer kamu kuruluşlarına pratik düzeyde katkı sağlaması beklenmektedir.

Kaynakça

  • Akgün, V. Ö. ve Çini, M. A. (2021). Covid-19 pandemi sürecinde işletmelerin inovasyon kümesinin pazarlama ve yönetim perspektifinden değerlendirilmesi. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, (45), 377-395. https://doi.org/10.52642/susbed.929910.
  • Arulchelvan, S. (2014). New media communication strategies for election campaigns: Experiences of Indian political parties. Online Journal of Communication and Media Technologies, 4(3), 124-142. https://doi.org/10.29333/ojcmt/2478.
  • Bailey, K. ve Breslin, D. (2021). The COVID‐19 pandemic: what can we learn from past research in organizations and management?. International Journal of Management Reviews, 23(1), 3-6. https://doi.org/10.1111/ijmr.12237.
  • Bourne, L. (2011). Advising upwards: managing the perceptions and expectations of senior management stakeholders. Management Decision, 49(6), 1001-1023. https://doi.org/10.1108/00251741111143658.
  • Castelo Branco, M. ve Lima Rodriques, L. (2007). Positioning Stakeholder Theory within the debate on corporate social responsibility. Electronic Journal of Business Ethics and Organization Studies, 12(1).  Retrieved from https://jyx.jyu.fi/handle/123456789/25388.
  • Davis, P. S., Allen, J. A. ve Dibrell, C. (2012). Fostering strategic awareness at an organization's boundary. Leadership & Organization Development Journal, 33(4), 322-341. https://doi.org/10.1108/01437731211229287.
  • Dervitsiotis, K. N. (2003). Beyond stakeholder satisfaction: Aiming for a new frontier of sustainable stakeholder trust, Total Quality Management & Business Excellence, 14(5), 515-528, https://doi.org/ 10.1080/1478336032000053555.
  • Duffy, M. E. ve Thorson, E. (2009). Emerging trends in the new media landscape. J. C. Parker ve E. Thorson (Ed.), Health communication in the new media landscape (s. 93-116) içinde. New York, Springer.
  • Dutta, S. ve Evrard, P. (1999). Information technology and organisation within European small enterprises. European Management Journal, 17(3), 239-251. https://doi.org/10.1016/S0263-2373(99)00003-1.
  • Freeman, E. ve Moutchnik, A. (2013). Stakeholder management and CSR: questions and answers. uwf UmweltWirtschaftsForum, 21(1), 5-9. , https://doi.org/10.1007/s00550-013-0266-3.
  • Grawitch, M. J., Gottschalk, M. ve Munz, D. C. (2006). The path to a healthy workplace: A critical review linking healthy workplace practices, employee well-being, and organizational improvements. Consulting Psychology Journal: Practice and Research, 58(3), 129. https://psycnet.apa.org/doi/10.1037/1065-9293.58.3.129.
  • Grönroos, C. (1994). From Scientific Management to Service Management: A Management Perspective for the Age of Service Competition. International Journal of Service Industry Management, 5(1), 5-20. https://doi.org/10.1108/09564239410051885.
  • Gruen, T. W., Summers, J. O. ve Acito, F. (2000). Relationship marketing activities, commitment, and membership behaviors in professional associations. Journal of Marketing, 64(3), 34-49. https://doi.org/10.1509%2Fjmkg.64.3.34.18030.
  • Holifield, R. ve Williams, K. C. (2019). Recruiting, integrating, and sustaining stakeholder participation in environmental management: A case study from the Great Lakes Areas of Concern. Journal of Environmental Management, 230, 422-433. https://doi.org/10.1016/j.jenvman.2018.09.081.
  • Humphrey, R. H., Pollack, J. M. ve Hawver, T. (2008). Leading with emotional labor. Journal of Managerial Psychology, 23(2), 151-168. https://doi.org/10.1108/02683940810850790.
  • Johansen, P. (1995). Where's the meaning and the hope? Trends in employee publications. Journal of Popular Culture, 29(3), 129-138. https://doi.org/10.1111/j.0022-3840.1995.00129.x.
  • Karl, K. A. ve Sutton, C. L. (1998). Job values in today's workforce: A comparison of public and private sector employees. Public Personnel Management, 27(4), 515-527. https://doi.org/10.1177/009102609802700406.
  • Keffer, J. M. ve Hill, R. P. (1997). An ethical approach to lobbying activities of businesses in the United States. Journal of Business Ethics 16(12), 1371-1379. https://doi.org/10.1023/A:1005722806496.
  • Ko, E., Kincade, D. ve Brown, J. R. (2000). Impact of business type upon the adoption of quick response technologies–The apparel industry experience. International Journal of Operations & Production Management, 20(9), 1093-1111. https://doi.org/10.1108/01443570010339172.
  • Kumar, V. ve Reinartz, W. J. (2006). Customer relationship management: A databased approach. Hoboken: Wiley.
  • Linden, S. (2015). Job expectations of employees in the millennial generation (Doktora Tezi). Erişim adresi: https://scholarworks.waldenu.edu/dissertations/1411/.
  • Lozano, R. ve von Haartman, R. (2018). Reinforcing the holistic perspective of sustainability: Analysis of the importance of sustainability drivers in organizations. Corporate Social Responsibility and Environmental Management, 25(4), 508-522. https://doi.org/10.1002/csr.1475.
  • Macassa, G., McGrath, C., Tomaselli, G. ve Buttigieg, S. C. (2021). Corporate social responsibility and internal stakeholders’ health and well-being in Europe: a systematic descriptive review. Health Promotion International, 36(3), 866-883. https://doi.org/10.1093/heapro/daaa071.
  • Nadler, D. A. (1981). Managing organizational change: An integrative perspective. The Journal of Applied Behavioral Science, 17(2), 191-211. https://doi.org/10.1177/002188638101700205.
  • O'Neil, J. (2009). Linking public relations tactics to long-term success: An ınvestigation of how communications contribute to trust, satisfaction, and commitment in a nonprofit organization. Journal of Promotion Management, 14(3-4), 263-274. https://doi.org/10.1080/10496490802623358.
  • Özgen, H. ve Türk, A. G. M. (1996). Kâr amacı gütmeyen örgütlerde yönetim. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 4(4), 177-185. Erişim adresi: https://dergipark.org.tr/tr/pub/cusosbil/issue/4360/59627.
  • Parasuraman, A. (1997). Reflections on gaining competitive advantage through customer value. Journal of the Academy of Marketing Science, 25(2), 154-161. https://doi.org/10.1007/BF02894351.
  • Paswan, A. K. ve Troy, L. C. (2004). Non-profit organization and membership motivation: An exploration in the museum industr. Journal of Marketing Theory and Practice, 12(2), 1-15, https://doi.org/10.1080/10696679.2004.11658515.
  • Payne, A. ve Frow, P. (2006). Customer relationship management: from strategy to implementation. Journal of Marketing Management, 22(1-2), 135-168. https://doi.org/10.1362/026725706776022272.
  • Peslak, A. R. (2005). The importance of information technology: An empirical and longitudinal study of the annual reports of the 50 largest companies in the United States. Journal of Computer Information Systems, 45(3), 32-42. https://doi.org/10.1080/08874417.2005.11645841.
  • Phillips, R. (2003). Stakeholder theory and organizational ethics. California: Berrett-Koehler Publishers.
  • Post, J. E., Preston, L. E. ve Sauter-Sachs, S. (2002). Redefining the corporation: Stakeholder management and organizational wealth. California: Stanford University Press.
  • Rahmati, V., Darouian, S. ve Ahmadinia, H. (2012). A review on effect of culture, structure, technology and behavior on organizations. Australian Journal of Basic and Applied Sciences, 6(3), 128-135. Erişim adresi: http://www.ajbasweb.com/old/ajbas/2012/March/128-135.pdf.
  • Samant, S. M. ve Sangle, S. (2016). A selected literature review on the changing role of stakeholders as value creators. World Journal of Science, Technology and Sustainable Development, 13(2), 100-119. https://doi.org/10.1108/WJSTSD-01-2016-0002.
  • Saskia Bayerl, P., Jacobs, G., Denef, S., van den Berg, R.J., Kaptein, N., Birdi, K., … Vonas, G. (2013). The role of macro context for the link between technological and organizational change. Journal of Organizational Change Management, 26(5), 793-810. https://doi.org/10.1108/JOCM-05-2013-0076.
  • Schroth, L. ve Hody, B. J. (2020). The business case for moving to electronic documentation. Professional Safety, 65(10), 39-47. Erişim adresi: https://aeasseincludes.assp.org/professionalsafety/pastissues/065/10/F3SchrothHody_1020.pdf?_ga=2.268294471.87754933.1605630876-1778678882.1574820238.
  • Strauss, J. ve Hill, D. J. (2001). Consumer complaints by e-mail: an exploratory investigation of corporate responses and customer reactions. Journal of Interactive Marketing, 15(1), 63-73. https://doi.org/10.1002/1520-6653(200124)15:1%3C63::AID DIR1004%3E3.0.CO;2-C.
  • Toker, A. ve Kankotan, E. İ. (2008). Member relationship management in nonprofit organizations: The case of an alumni organization. International Marketing Trends Conference, 7, Venice, Italy. Erişim adresi: https://www.academia.edu/454271/Member_Relationship_Management_In_Nonprofit_Organizations_The_Case_of_An_Alumni_Organization.
  • Türkiye Odalar ve Borsalar Birliği ile Odalar ve Borsalar Kanunu (2004). Resmi Gazete 5174, 5(43), Erişim adresi: https://www.resmigazete.gov.tr/eskiler/2004/06/20040601.htm.
  • Wang, R. (2021). Organizational commitment in the nonprofit sector and the underlying impact of stakeholders and organizational support. VOLUNTAS: International Journal of Voluntary and Nonprofit Organizations, 33, 538-549. https://doi.org/10.1007/s11266-021-00336-8.
  • Yılmaz, H., Yalçın, E. ve Demiral, Y. M. (2017). The effects of music on restaurant customers: A descriptive study. International Gastronomic Tourism Congress, 3, İzmir. Erişim Adresi: https://www.academia.edu/35958327/3rd_International_Gastronomic_Toursim_Congress.
  • Zhou, T., Lu, Y. ve Wang, B. (2009). The relative importance of website design quality and service quality in determining consumers’ online repurchase behavior. Information Systems Management, 26(4), 327-337. https://doi.org/10.1080/10580530903245663.
Yıl 2022, Cilt: 22 Sayı: 4, 1109 - 1128, 28.12.2022
https://doi.org/10.18037/ausbd.1225885

Öz

Kaynakça

  • Akgün, V. Ö. ve Çini, M. A. (2021). Covid-19 pandemi sürecinde işletmelerin inovasyon kümesinin pazarlama ve yönetim perspektifinden değerlendirilmesi. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, (45), 377-395. https://doi.org/10.52642/susbed.929910.
  • Arulchelvan, S. (2014). New media communication strategies for election campaigns: Experiences of Indian political parties. Online Journal of Communication and Media Technologies, 4(3), 124-142. https://doi.org/10.29333/ojcmt/2478.
  • Bailey, K. ve Breslin, D. (2021). The COVID‐19 pandemic: what can we learn from past research in organizations and management?. International Journal of Management Reviews, 23(1), 3-6. https://doi.org/10.1111/ijmr.12237.
  • Bourne, L. (2011). Advising upwards: managing the perceptions and expectations of senior management stakeholders. Management Decision, 49(6), 1001-1023. https://doi.org/10.1108/00251741111143658.
  • Castelo Branco, M. ve Lima Rodriques, L. (2007). Positioning Stakeholder Theory within the debate on corporate social responsibility. Electronic Journal of Business Ethics and Organization Studies, 12(1).  Retrieved from https://jyx.jyu.fi/handle/123456789/25388.
  • Davis, P. S., Allen, J. A. ve Dibrell, C. (2012). Fostering strategic awareness at an organization's boundary. Leadership & Organization Development Journal, 33(4), 322-341. https://doi.org/10.1108/01437731211229287.
  • Dervitsiotis, K. N. (2003). Beyond stakeholder satisfaction: Aiming for a new frontier of sustainable stakeholder trust, Total Quality Management & Business Excellence, 14(5), 515-528, https://doi.org/ 10.1080/1478336032000053555.
  • Duffy, M. E. ve Thorson, E. (2009). Emerging trends in the new media landscape. J. C. Parker ve E. Thorson (Ed.), Health communication in the new media landscape (s. 93-116) içinde. New York, Springer.
  • Dutta, S. ve Evrard, P. (1999). Information technology and organisation within European small enterprises. European Management Journal, 17(3), 239-251. https://doi.org/10.1016/S0263-2373(99)00003-1.
  • Freeman, E. ve Moutchnik, A. (2013). Stakeholder management and CSR: questions and answers. uwf UmweltWirtschaftsForum, 21(1), 5-9. , https://doi.org/10.1007/s00550-013-0266-3.
  • Grawitch, M. J., Gottschalk, M. ve Munz, D. C. (2006). The path to a healthy workplace: A critical review linking healthy workplace practices, employee well-being, and organizational improvements. Consulting Psychology Journal: Practice and Research, 58(3), 129. https://psycnet.apa.org/doi/10.1037/1065-9293.58.3.129.
  • Grönroos, C. (1994). From Scientific Management to Service Management: A Management Perspective for the Age of Service Competition. International Journal of Service Industry Management, 5(1), 5-20. https://doi.org/10.1108/09564239410051885.
  • Gruen, T. W., Summers, J. O. ve Acito, F. (2000). Relationship marketing activities, commitment, and membership behaviors in professional associations. Journal of Marketing, 64(3), 34-49. https://doi.org/10.1509%2Fjmkg.64.3.34.18030.
  • Holifield, R. ve Williams, K. C. (2019). Recruiting, integrating, and sustaining stakeholder participation in environmental management: A case study from the Great Lakes Areas of Concern. Journal of Environmental Management, 230, 422-433. https://doi.org/10.1016/j.jenvman.2018.09.081.
  • Humphrey, R. H., Pollack, J. M. ve Hawver, T. (2008). Leading with emotional labor. Journal of Managerial Psychology, 23(2), 151-168. https://doi.org/10.1108/02683940810850790.
  • Johansen, P. (1995). Where's the meaning and the hope? Trends in employee publications. Journal of Popular Culture, 29(3), 129-138. https://doi.org/10.1111/j.0022-3840.1995.00129.x.
  • Karl, K. A. ve Sutton, C. L. (1998). Job values in today's workforce: A comparison of public and private sector employees. Public Personnel Management, 27(4), 515-527. https://doi.org/10.1177/009102609802700406.
  • Keffer, J. M. ve Hill, R. P. (1997). An ethical approach to lobbying activities of businesses in the United States. Journal of Business Ethics 16(12), 1371-1379. https://doi.org/10.1023/A:1005722806496.
  • Ko, E., Kincade, D. ve Brown, J. R. (2000). Impact of business type upon the adoption of quick response technologies–The apparel industry experience. International Journal of Operations & Production Management, 20(9), 1093-1111. https://doi.org/10.1108/01443570010339172.
  • Kumar, V. ve Reinartz, W. J. (2006). Customer relationship management: A databased approach. Hoboken: Wiley.
  • Linden, S. (2015). Job expectations of employees in the millennial generation (Doktora Tezi). Erişim adresi: https://scholarworks.waldenu.edu/dissertations/1411/.
  • Lozano, R. ve von Haartman, R. (2018). Reinforcing the holistic perspective of sustainability: Analysis of the importance of sustainability drivers in organizations. Corporate Social Responsibility and Environmental Management, 25(4), 508-522. https://doi.org/10.1002/csr.1475.
  • Macassa, G., McGrath, C., Tomaselli, G. ve Buttigieg, S. C. (2021). Corporate social responsibility and internal stakeholders’ health and well-being in Europe: a systematic descriptive review. Health Promotion International, 36(3), 866-883. https://doi.org/10.1093/heapro/daaa071.
  • Nadler, D. A. (1981). Managing organizational change: An integrative perspective. The Journal of Applied Behavioral Science, 17(2), 191-211. https://doi.org/10.1177/002188638101700205.
  • O'Neil, J. (2009). Linking public relations tactics to long-term success: An ınvestigation of how communications contribute to trust, satisfaction, and commitment in a nonprofit organization. Journal of Promotion Management, 14(3-4), 263-274. https://doi.org/10.1080/10496490802623358.
  • Özgen, H. ve Türk, A. G. M. (1996). Kâr amacı gütmeyen örgütlerde yönetim. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 4(4), 177-185. Erişim adresi: https://dergipark.org.tr/tr/pub/cusosbil/issue/4360/59627.
  • Parasuraman, A. (1997). Reflections on gaining competitive advantage through customer value. Journal of the Academy of Marketing Science, 25(2), 154-161. https://doi.org/10.1007/BF02894351.
  • Paswan, A. K. ve Troy, L. C. (2004). Non-profit organization and membership motivation: An exploration in the museum industr. Journal of Marketing Theory and Practice, 12(2), 1-15, https://doi.org/10.1080/10696679.2004.11658515.
  • Payne, A. ve Frow, P. (2006). Customer relationship management: from strategy to implementation. Journal of Marketing Management, 22(1-2), 135-168. https://doi.org/10.1362/026725706776022272.
  • Peslak, A. R. (2005). The importance of information technology: An empirical and longitudinal study of the annual reports of the 50 largest companies in the United States. Journal of Computer Information Systems, 45(3), 32-42. https://doi.org/10.1080/08874417.2005.11645841.
  • Phillips, R. (2003). Stakeholder theory and organizational ethics. California: Berrett-Koehler Publishers.
  • Post, J. E., Preston, L. E. ve Sauter-Sachs, S. (2002). Redefining the corporation: Stakeholder management and organizational wealth. California: Stanford University Press.
  • Rahmati, V., Darouian, S. ve Ahmadinia, H. (2012). A review on effect of culture, structure, technology and behavior on organizations. Australian Journal of Basic and Applied Sciences, 6(3), 128-135. Erişim adresi: http://www.ajbasweb.com/old/ajbas/2012/March/128-135.pdf.
  • Samant, S. M. ve Sangle, S. (2016). A selected literature review on the changing role of stakeholders as value creators. World Journal of Science, Technology and Sustainable Development, 13(2), 100-119. https://doi.org/10.1108/WJSTSD-01-2016-0002.
  • Saskia Bayerl, P., Jacobs, G., Denef, S., van den Berg, R.J., Kaptein, N., Birdi, K., … Vonas, G. (2013). The role of macro context for the link between technological and organizational change. Journal of Organizational Change Management, 26(5), 793-810. https://doi.org/10.1108/JOCM-05-2013-0076.
  • Schroth, L. ve Hody, B. J. (2020). The business case for moving to electronic documentation. Professional Safety, 65(10), 39-47. Erişim adresi: https://aeasseincludes.assp.org/professionalsafety/pastissues/065/10/F3SchrothHody_1020.pdf?_ga=2.268294471.87754933.1605630876-1778678882.1574820238.
  • Strauss, J. ve Hill, D. J. (2001). Consumer complaints by e-mail: an exploratory investigation of corporate responses and customer reactions. Journal of Interactive Marketing, 15(1), 63-73. https://doi.org/10.1002/1520-6653(200124)15:1%3C63::AID DIR1004%3E3.0.CO;2-C.
  • Toker, A. ve Kankotan, E. İ. (2008). Member relationship management in nonprofit organizations: The case of an alumni organization. International Marketing Trends Conference, 7, Venice, Italy. Erişim adresi: https://www.academia.edu/454271/Member_Relationship_Management_In_Nonprofit_Organizations_The_Case_of_An_Alumni_Organization.
  • Türkiye Odalar ve Borsalar Birliği ile Odalar ve Borsalar Kanunu (2004). Resmi Gazete 5174, 5(43), Erişim adresi: https://www.resmigazete.gov.tr/eskiler/2004/06/20040601.htm.
  • Wang, R. (2021). Organizational commitment in the nonprofit sector and the underlying impact of stakeholders and organizational support. VOLUNTAS: International Journal of Voluntary and Nonprofit Organizations, 33, 538-549. https://doi.org/10.1007/s11266-021-00336-8.
  • Yılmaz, H., Yalçın, E. ve Demiral, Y. M. (2017). The effects of music on restaurant customers: A descriptive study. International Gastronomic Tourism Congress, 3, İzmir. Erişim Adresi: https://www.academia.edu/35958327/3rd_International_Gastronomic_Toursim_Congress.
  • Zhou, T., Lu, Y. ve Wang, B. (2009). The relative importance of website design quality and service quality in determining consumers’ online repurchase behavior. Information Systems Management, 26(4), 327-337. https://doi.org/10.1080/10580530903245663.
Toplam 42 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Osman Uslu Bu kişi benim

Yayımlanma Tarihi 28 Aralık 2022
Gönderilme Tarihi 3 Haziran 2022
Yayımlandığı Sayı Yıl 2022 Cilt: 22 Sayı: 4

Kaynak Göster

APA Uslu, O. (2022). Ticaret ve Sanayi Odalarında Üye İlişkileri Yönetimi ve Bilişim Teknolojilerinin Sürece Katkıları. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 22(4), 1109-1128. https://doi.org/10.18037/ausbd.1225885