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

Yaprakli T. Ş., Çelik S.

JOURNAL OF MEHMET AKIF ERSOY UNIVERSITY ECONOMICS AND ADMINISTRATIVE SCIENCES FACULTY, cilt.9, sa.3, ss.1580-1604, 2022 (ESCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 9 Sayı: 3
  • Basım Tarihi: 2022
  • Doi Numarası: 10.30798/makuiibf.912445
  • Dergi Adı: JOURNAL OF MEHMET AKIF ERSOY UNIVERSITY ECONOMICS AND ADMINISTRATIVE SCIENCES FACULTY
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), TR DİZİN (ULAKBİM)
  • Sayfa Sayıları: ss.1580-1604
  • Anahtar Kelimeler: Electronic Customer Relations Management, Competitiveness, Logistic Performance, Furniture, Automotive, MULTIPLE-ITEM SCALE, E-SERVICE QUALITY, E-CRM, ADVANTAGE, IMPACT, CAPABILITIES, PERCEPTIONS, RESOURCES, STRATEGY, BANKING
  • Atatürk Üniversitesi Adresli: Evet

Özet

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.