MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA - THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEY
Business organizations competing with various rivals, think by the illusion of the modern age; the best way to reach their target consumers is to use benefits of technology. They collect data and use them for customer satisfaction. But the importance of face to face communication is generally undere...
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| Format: | Article |
| Language: | English |
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Mehmet Akif Ersoy University
2020-03-01
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| Series: | Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi |
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| Online Access: | https://dergipark.org.tr/en/download/article-file/1018654 |
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| author | Bahar Urhan Torun Abdullah Koçak |
| author_facet | Bahar Urhan Torun Abdullah Koçak |
| author_sort | Bahar Urhan Torun |
| collection | DOAJ |
| description | Business organizations competing with various rivals, think by the illusion of the modern age; the best way to reach their target consumers is to use benefits of technology. They collect data and use them for customer satisfaction. But the importance of face to face communication is generally underestimated or neglected. This study aims to get Customer Relationship Management (CRM) applications to make a return from high-tech to interpersonal communication, which is a timeless sales technique.In order to present the role of nonverbal communication (NVC) in CRM process, 643 participants, who stayed in 5-star hotels in Turkey in the previous year were asked about their hotel choice, evaluations about hotel employees considering the last accommodation. The most important of the research results are the most important expectation from a 5-star hotel is the quality of service; the customers’ perception about quality is shaped by the quality of communication; the employees’ NV communication skills are very highly minded by the customers. |
| format | Article |
| id | doaj-art-23c12f13b12d4f1e8f8aeca21907c228 |
| institution | Kabale University |
| issn | 2149-1658 |
| language | English |
| publishDate | 2020-03-01 |
| publisher | Mehmet Akif Ersoy University |
| record_format | Article |
| series | Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi |
| spelling | doaj-art-23c12f13b12d4f1e8f8aeca21907c2282025-01-27T14:12:20ZengMehmet Akif Ersoy UniversityMehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi2149-16582020-03-0171679210.30798/makuiibf.579003273MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA - THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEYBahar Urhan Torun0https://orcid.org/0000-0001-5559-9311Abdullah Koçak1https://orcid.org/0000-0001-6981-8482AKDENIZ UNIVERSITYSELCUK UNIVERSITYBusiness organizations competing with various rivals, think by the illusion of the modern age; the best way to reach their target consumers is to use benefits of technology. They collect data and use them for customer satisfaction. But the importance of face to face communication is generally underestimated or neglected. This study aims to get Customer Relationship Management (CRM) applications to make a return from high-tech to interpersonal communication, which is a timeless sales technique.In order to present the role of nonverbal communication (NVC) in CRM process, 643 participants, who stayed in 5-star hotels in Turkey in the previous year were asked about their hotel choice, evaluations about hotel employees considering the last accommodation. The most important of the research results are the most important expectation from a 5-star hotel is the quality of service; the customers’ perception about quality is shaped by the quality of communication; the employees’ NV communication skills are very highly minded by the customers.https://dergipark.org.tr/en/download/article-file/1018654customer relationship managementnonverbal communication5-star hotelsemployeemüşteri i̇lişkileri yönetimisözsüz i̇letişim5 yıldızlı otellerçalışan |
| spellingShingle | Bahar Urhan Torun Abdullah Koçak MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA - THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEY Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi customer relationship management nonverbal communication 5-star hotels employee müşteri i̇lişkileri yönetimi sözsüz i̇letişim 5 yıldızlı oteller çalışan |
| title | MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA - THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEY |
| title_full | MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA - THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEY |
| title_fullStr | MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA - THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEY |
| title_full_unstemmed | MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA - THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEY |
| title_short | MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA - THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEY |
| title_sort | musteri iliskileri yonetimi surecinde sozsuz iletisimin rolu turkiye deki 5 yildizli oteller uzerine bir calisma the role of nonverbal communication in customer relationship management process a study on 5 star hotels in turkey |
| topic | customer relationship management nonverbal communication 5-star hotels employee müşteri i̇lişkileri yönetimi sözsüz i̇letişim 5 yıldızlı oteller çalışan |
| url | https://dergipark.org.tr/en/download/article-file/1018654 |
| work_keys_str_mv | AT baharurhantorun musteriiliskileriyonetimisurecindesozsuziletisiminroluturkiyedeki5yildizliotelleruzerinebircalismatheroleofnonverbalcommunicationincustomerrelationshipmanagementprocessastudyon5starhotelsinturkey AT abdullahkocak musteriiliskileriyonetimisurecindesozsuziletisiminroluturkiyedeki5yildizliotelleruzerinebircalismatheroleofnonverbalcommunicationincustomerrelationshipmanagementprocessastudyon5starhotelsinturkey |