Article 2022 · 0 citations

THE IMPACT OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT ON COMPETITIVENESS AND LOGISTICS PERFORMANCE; A RESEARCH IN THE AUTOMOTIVE AND FURNITURE SECTORS.

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 MULTIPLE-ITEM SCALE E-SERVICE QUALITY E-CRM ADVANTAGE CAPABILITIES PERCEPTIONS RESOURCES INDUSTRY STRATEGY BANKING

WoS Categories

Economics

Citation

Journal: JOURNAL OF MEHMET AKIF ERSOY UNIVERSITY ECONOMICS AND ADMINISTRATIVE SCIENCES FACULTY
Year: 2022
Volume: 9
Issue: 3
Pages: 1580-1604
ISSN: 2149-1658
DOI: 10.30798/makuiibf.912445
WoS UID: WOS:000891887100008

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