You are here

Home » Content

Elektronik Müşteri Hizmetleri Yönetimi Başarısı: Etkileyen Faktörler ve Süreç

THE SUCCESS OF CUSTOMER RELATIONSHIP MANAGEMENT: FACTORS AND THE PROCESS

Journal Name:

  • Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi

Publication Year:

  • 2007

Key Words:

Keywords (Original Language):

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
Today, in order to remain competitive, organizations have to provide efficient, high quality, productive and continuous services to their customers. Fast developing Technologies, especially information andcommunication Technologies have made marketing as technology implementations. One of the newly emerging applications of technology in marketing is CustomerRelationship Management (CRM). In this article, social, technical, culturaland organizational factors that are required for successful CRM implementations are discussed and an Implementation Success Model is proposed. This study, for the first time the important factors derived from management, psychology and informationsystems literature are presented in an original model.
Bookmark/Search this post with
Abstract (Original Language): 
Günümüzde firmaların müşterilerine etkin, kaliteli, verimli ve sürekli hizmet sunmaları rekabetçi kalabilmeleri için bir ön koşul olmuştur. Hızla gelişen teknolojiler, özellikle bilişim ve iletişim teknolojileri, pazarlama faaliyetlerini birer teknoloji uygulaması haline getirmiştir. Bilişim teknolojilerinin pazarlama faaliyetlerine uygulanmasının günümüzde en yeni görülen şekillerinde biri Customer Relationship Management (CRM – Müşteri Đlişkileri Yönetimi) dir. Bu makalede CRM uygulamalarının başarı ile yapılması ve sürdürülmesi için gerekli sosyal, teknik, kültürel ve örgütsel faktörler tartışılmışve bütün bu faktörleri içeren bir başarı modeli geliştirilmişve sunulmuştur. Bu makale ilk kez CRM uygulamalarının başarısı konusunda işletme, psikoloji ve bilişim sistemleri literatüründeki bulguların özgün bir model olarak bir araya getirmiştir.
FULL TEXT (PDF): 
PDF icon arastrmx_591_9_pp_496-518.pdf
  • 1
496-518
  • Turkish

REFERENCES

References: 

ACCENTURE – Roger and Pepper (2002), “How Much Are Customer
Relationship management Capabilities Really Worth?”Available at
www.teradata.com
ALMQUIST, E., HEATON, C. ve HALL, N. (2002), “Making CRM Make
Money”, available at
http://www.mmc.com/views/autumn_01_almquist.shtml
ANONIM (1995), “Highly Skilled Employees Scarce, Business Report”,
Westchester County Business Journal,(34:30), 13-14
ANTON, J. ve PETOUHOFF, N. (2002), Customer Relationship Management,
Prentice Hall, NetEffect Series
BHARADWAJ, A., BHARADWAJ, S., ve KONSYNSKI, B. (1999), “Information
Technology Effects on Firm Performance as Measured by Tobin’s Q”,
Management Science, (45:7), p.1008-1024
CALHOUN, J. (2001), “Driving Loyalty By Managing the Total Customer
Experience”, Ivey Business Journal,July/August 2001
CAVUSGIL, T. (2002), “Extending the Reach of E-Business”, Marketing
Management,March/April 2002
CLARK, C., CAVANAUGH, N., BROWN, C. ve SAMBAMURTY, V. (1997),
“Building Change-readiness Capabilities in the IS Organization”, MISQ,
December 1997, 425-455
COLGATE M. ve DANAHER, P. (2000), “Implementing a Customer Relationship
Strategy”, Journal of Academy of Marketing Science,(28:3), Summer
2000, 375-388
COUSINS, P. ve STANWIX, E. (2001), “It is only a Matter of Confidence”,
International Journal of Operations and ProductionsManagement,
(21:9), 1160-1179
COYLES, S. ve GOKEY, T. (2002), “Customer Retentionis not Enough”, The
McKinsey Quarterly,Number 2
DAHLIA, B. L. (1999), “The Human Factor in Information technology”, PA
Times,(22:5), May 1999
515
DAFT, R. ve LENGEL, R. (1986), “Organizational Information Requirements,
Media Richness and Structural Design”, Management Science,(32:5),
554-571
DAVIS, F. (1989), “Perceived Usefulness, Perceived Ease of Use and User
Acceptance of IT”, MIS Quarterly,(13:3), September 1989, 319-339
DAY, G. (2003), “Creating a Superior Customer Relating Capability”, MIT Sloan
Management Review,Spring 2003, 77-82
DAYAL, S., LANDERSBERG, H. ve ZEISSER, M. (1999), “Marketing &
Technology”, Marketing Management,November 1999
DELONE, W. ve MCLEAN, E. (1992), “IS Success: he Quest for the Dependent
Variable”, Information Systems Research,(3:1), 60-95
DORIO, J. (2002), “The Teradata – CentrPort Advantage”, Teradata White Paper,
available at www.terada.com
ELSBACH, K. ve ELOFSON, G. (2000), “How The Packaging of Decision
Explanations Affects Perceptions of Trustworthiness”, Academy of
Management Journal,(43:1), 80-89
FARRELLY, F. ve QUESTER, P. (2003), “The Effects ofmarketing Orientation on
Trust and Commitment”, European Journal of Marketing,(37:3), 530-553
FOGG, B. ve TSENG, H. (1999), “The Elements of Computer Credibility”,
Proceedings of CHI’99,Pittsburgh, May 15-20, ACM Press, NY, 1999,
80-87.
GABRIANO, E. ve JOHNSON, M. (1999), “The Different Roles of Satisfaction,
Trust and Commitment in Customer relationships”, Journal of Marketing,
(63:), April 1999, 70-87
GEFEN, D. ve RIDGINS, C. (2002), “Implementation Team responsiveness and
user evaluation of Customer relationship Management”, (19:1), Journal of
MIS,Summer 2002, 47-69
GINZBERG, M. (1981), “Key Recurrent Issues in The MIS Implementation
Process”, MIS Quarterly,June 1981, 47-59
GREWAL, D. IYER, G., KRISHNAN, R. ve SHARMA, A. (2003), “The Internet
and the Price – Value – Loyalty Chain”, Journal of Business Research,
(56: ), 391-398
516
HARRIS, L. ve OGBONNA, E. (1999), “Developing a Market Culture: A Critical
Evaluation”, Journal of Management Studies,936:2), March 1999, 177-196
HEFFRING, P. (2000), “Use Data Warehouse for BetterCRM”, Imarketing News,
(2:45), December 2000
JAWORSKI, B. ve KOHLI, A. (1993), “Market Orientation: Antecedents and
Consequences”, Journal of Marketing,57, 53-70
KARAHANNA, E. ve STRAUB, D. (1999), “Information Technology Adoption
Across Time”, MIS Quarterly,(23:2), p.181-214.
KARIMI, J., SOMERS, T. ve GUPTA, Y. (2001), “Impactof Information
Technology management Practices on Customer Service”, Journal of
Management Information Systems,(17:4), Spring 2001, 125-158
KRAUSS, M. (2003), “Predictive Analytical Help Customer Retention”,
Marketing News,May 26, 2003
KING, W. (2002), “IT Capabilities, Business Processes, and Impact on The Bottom
Line”, Information Systems Management,Spring 2002, 85 – 87
LANG, J. C. (2001), “Managing in Knowledge Based Competition”, Journal of
Organizational Change,(14:6), 539-553
MASSEY, A., MONTOYA-WEISS, M. ve HOLCOM, K. (2001),“Reengineering
the Customer Relationship”, (32: ), Decision Support Systems,155-170
MAYER, R. DAVIS, J. ve SCHOORMAN, D. (1995), “An Integrative Model of
Organizational Trust”, The Academy of Management Journal(20:3),
709-734
MAYER, R. ve DAVIS, J. (1999), “The Effect of the Performance Appraisal
System on Trust for Management”, Journal of Applied Psychology,
(84:1), 123-136
NARVER, J., SLATER S. ve TIETJE, B. (1998), “Creating a Market Orientation”,
Journal of Market Focused Management,(2: ), 241-255
O’LEARY, D. (2001), “The Impact of Data Accuracy onLearning Systems”,
Journal of Management Information Systems, (9:4), 83-98
PORTER, M. (1980), Competitive Advantage, HBR Press
517
PORTER, M. ve MILLER, V. (1985), “How Information Gives You Competitive
Advantage”, Harvard Business Review,July-August 1985, 149-160
REDMAN, T. (1998), “The Impact of Poor Data Qualityon the Typical
Enterprise”, Communications of ACM,(41:2), 79-82
REICHHELD, F. ve SCHEFTER, P. (2000), “E-Loyalty: Your Secret Weapon on
the Web”, Harvard Business Review,July-August 2000, 105-113
REINARTZ, W. ve KUMAR, V. (2000), “On the Profitability of Long Life
Customers in a Non-contractual Setting”, Journal of Marketing,(64: ),
17-35
RIGBY, D., REICHHELD, F. ve SCHEFTER, P. (2002), “Avoid The Four Perils of
CRM”, Harvard Business Review,February 2002, 101-109
ROBINSON, S. (1996), “Trust and Breach of The Psychological Contract”,
Administrative Science Quarterly, December 1996, 574-599
SANTHANAM, R. ve HARTONO, E. (2003), “Issues in Linking IT Capability to
Firm Performance”, MIS Quarterly,(27:1), 125-153
SHENG, Y. (2002), “A Business Model and Framework for ECRM”, Eight
Americans Conference of Information Systems,539-544
SIRDESHMUKH, D., SINGH, J. ve SABOL, B. (2002), “Consumer trust, Value
and Loyalty in relational Exchanges”, Journal of Marketing,(66:1), Jan
2002, 15-37
SWIFT, R. (2002), “Accentuating Business Profitability for Increased Shareholder
Value”, A Teradata White Paper, available at www. Teradata.com
SHNEIDERMAN, B. (2000), “Designing Trust Into Online Experiences”,
Communications of The ACM,(43:12), December 2000, 57-59
TAYLOR, S. ve HUNTER, G. (2002), “The Impact of Loyalty with ECRM
Software and E-services”, International Journal of Service Industry
Management,(13:5), 452-474
ULRICH, D. (1989), “Tie the Corporate, Knot: Gaining Complete Customer
Commitment”, Sloan Management Review,Summer 1989, 19-27
WALLACH, E. (1984), “Individuals and Organizations:The Cultural Match”,
Training and Development Journal,29-36.
WEISS, W. H. (1999), “Leadership”, Business Resource Premier,(60:1)
518
WILLIAMS, M. (2001), “In Whom We Trust”, Academy of Management
Review,(26:3), 377-396
WILLIAMS, M. ve ATTAWAY, J. (2002), “Exploring Salespersons’ Customer
Orientation as A Mediator of Organizational Culture’s Influence on Buyer-Seller Relationship”, Journal of Personal Selling,(15:4), Fall 1996, 33-52
WINER, R. (2001), “A Framework for Customer Relationship Management”,
California Management Review,(43:4), Summer 2001
YANG, X., AHMED, Z., GHINGOLD, M., BOON, G., MEI, T. ve HWA, L.
(2003), “Consumer Preferences for Commercial Web Site Design”,
Journal of Consumer Marketing,(20:1), 10-27

Thank you for copying data from http://www.arastirmax.com