A Theoretical Approach to Customer Relationship Managment and Communication

Yakup Durmaz; Dr. Yakup Durmaz; Esra Cikmaz

Authors

Yakup Durmaz
Dr. Yakup Durmaz
Esra Cikmaz

Keywords:

customer, process of customer relationsip management, communication

Abstract

Nowadays customer relationship management process is a marketing approach used by various businesses. Management of customer relations provides businesses with great profits, especially in the case of gaining superiority in competition. This approach represents a process in the first place. It should be applied in an efficient and successful way by businesses. Moreover, ensuring customers' satisfaction while providing them with products and services plays a crucial role in increasing the profit rates. The efficiency level in communication among employees and customers forms one of the most important implementations enabling costumer satisfaction.

Downloads

How to Cite

A Theoretical Approach to Customer Relationship Managment and Communication. (2015). Global Journal of Management and Business Research, 15(11), 72-75. https://journalofbusiness.org/index.php/GJMBR/article/view/

Download Citation

Author Biography

Dr. Yakup Durmaz

Dr. Yakup Durmaz is an academic affiliated with Hasan Kalyoncu University in Gaziantep, Turkey, where he serves as an Assistant Professor in the Faculty of Economics, Administrative and Social Sciences. His research interests span business administration, economics, and marketing, with a particular focus on consumer behavior, customer relationship management, political marketing, and the evolution from traditional to digital marketing. Dr. Durmaz has authored several notable works including 'The Influence of Cultural Factors on Consumer Buying Behaviour and an Application in Turkey,' 'A Theoretical Approach to Customer Relationship Management and Communication,' 'A Theoretical Approach to Political Marketing,' and 'Travel from Traditional Marketing to Digital Marketing.' With a strong academic presence, he holds a PhD in Business Administration and has contributed significantly to the field through his research and teaching. His work is recognized internationally, and he maintains active profiles on various academic platforms, reflecting his ongoing commitment to advancing knowledge in marketing and management.

References

Atilla Akbaba (2006) Measuring service quality in the hotel industry: A study in a business hotel in Turkey. 25(2), 170-192. https://doi.org/10.1016/j.ijhm.2005.08.006

J. Anton (1996) Customer Relationship Management: Making Hard Decisionswith Soft Numbers.

M. ARSLAN (2013) Müşteri İlişkileri Yönetimi.

Michael Brady, Joseph Cronin, Richard Brand (2002) Performance-only measurement of service quality: a replication and extension. 55(1), 17-31. https://doi.org/10.1016/s0148-2963(00)00171-5

O. Çelebi (2013) " Müşterinin Kalbine Yolculuk",Hayat Yayın Grubu, 2. 2.

E. Çıkmaz (2013) Otel İşletmelerinde Çalışan Personelin Sahip Olduğu İletişim Becerisinin Yükseköğretim Mezunu Müşteriler Tarafından Değerlendirilmesine Yönelik Gaziantep'te Bir Uygulama, Yüksek Lisans Tezi Hasan Kalyoncu Üniversitesi, Sosyal Bilimler Enstitüsü.

Y. Durmaz (2008) Tüketici Davranışı. 4.

Yakup Durmaz (2006) Modern Pazarlamada Tüketici Memnuniyeti ve Evrensel Tüketici Hakları. 1.

R. Dwıght (1996) Hıgh Performance Branch Bankıng.

Gavin Eccles, Philip Durand (1997) Improving service quality: lessons and practice from the hotel sector. 7(5), 224-226. https://doi.org/10.1108/09604529710172845

A. Farrell, A. Souchon, Geoffrey R (2001) Service Encounter Conceptualisation: Employees' Service Behaviours and Customers' Service Quality Perceptions. 17(5-6), 577-593. https://doi.org/10.1362/026725701323366944

M. Fidan (2009) İletişim Kurmak İstiyorum, Tablet Kitabevi,Konya.

Fowdar, Roma Ramsaran (2007) Developing a service quality questionnaire for the hotel industry in Mauritius.

O. Gökçe (2006) İletişim Bilimleri, Siyasal Kitabevi, Ankara.

Ling-Feng Hsieh, Li-Hung Lin, Yi-Yin Lin (2008) A service quality measurement architecture for hot spring hotels in Taiwan. 29(3), 429-438. https://doi.org/10.1016/j.tourman.2007.05.009

Vincent Heung, Terry Lam (2003) Customer complaint behaviour towards hotel restaurant services. 15(5), 283-289. https://doi.org/10.1108/09596110310482209

A. İkiz (2008) A QFD and SERVQUAL Approachto Hotel Service Design İşletme Fakültesi Dergisi. 9, 17-31.

J. Kim, P. Tavitiyaman, W. Kim (2009) TheEffect of Management Commitmentto Service on Employee Service Behaviors: TheMediating Role of JobSatisfaction.

İ. Mısırlı (2007) Genel Teknik İletişim, Detay Yayıncılık 3.

H. Olalı, M. Korzay (2004) Otel İşletmeciliği Beta Basım Yayımcılık.

E. Özkul (2007) Müşteri İlişkileri Yönetiminin Otel İşletmelerinde Uygulanabilirliğine İlişkin Bir Değerlendirme. 16.

M. Sezgin, E. Akgöz (2009) Genel ve Teknik İletişim Gazi Kitabevi, Özbaran Ofset Matbaacılık.

Byron Sharp, Anne Sharp (1997) Loyalty programs and their impact on repeat-purchase loyalty patterns. 14(5), 473-486. https://doi.org/10.1016/s0167-8116(97)00022-0

Marianna Sigala (2003) The information and communication technologies productivity impact on the UK hotel sector. 23(10), 1224-1245. https://doi.org/10.1108/01443570310496643

H. Tutar (2009) Seçkin Yayıncılık 2. baskı. Örgütsel İletişim.

İnci Varinli (2008) Pazarlamada Yeni Yaklaşımlar. 2.

A. Yıldızel (2002) Müşteri İlişkileri Yönetiminde Bilgi Teknolojilerinin Kullanımı, Yayınlanmamış Yüksek Lisans Tezi, Marmara Üniversitesi Sosyal Bilimler Enstitüsü, İstanbul Üniversitesi Sosyal Bilimler Enstitüsü, İstanbul.

M. Zıllıoğlu (2003) İletişim Nedir?, Cem Yayınevi, İstanbul.

G. Walters, B. Bergiel (1989) Consumer Behavior: Adecision Making Approach.

S. William (1981) Fundamentals of Marketing.