Sosyal Medyanın Bir İletişim Ortamı Olarak Müşteri Memnuniyetinde Kullanımı
Yükleniyor...
Dosyalar
Tarih
2014
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Iticam
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Online shopping have been more preferred by the customers day by day through developing communication technologies. These costumers, also, keep in proceeding via the Internet if they have any feedback about the goods and service they purchased. By the way, the Internet offers a bidirectional flow of communication instead of one-way flow for these consumers. The active users are not only the consumers in the present that social media has become a power. Brands and companies use actively the social media as well. They aim not to have a complaint from the customers thanks to consumer relation management, in contradistinction to decreasing or solving the customers’ complaints in social media. Shortly, the social media, as a communication platform, is one of the most effective mediums to provide the consumer satisfaction. In this study, it will be examined that the effects of the new age consumers who prefers to directly communicate with the companies via the Internet after the good or service purchasing process, to consumer relations management. By the way, the role of the social media to ensure the consumer satisfaction will be attempted to put forth. Online shopping have been more preferred by the customers day by day through developing communication technologies. These costumers, also, keep in proceeding via the Internet if they have any feedback about the goods and service they purchased. By the way, the Internet offers a bidirectional flow of communication instead of one-way flow for these consumers. The active users are not only the consumers in the present that social media has become a power. Brands and companies use actively the social media as well. They aim not to have a complaint from the customers thanks to consumer relation management, in contradistinction to decreasing or solving the customers’ complaints in social media. Shortly, the social media, as a communication platform, is one of the most effective mediums to provide the consumer satisfaction. In this study, it will be examined that the effects of the rising generation consumers who prefers to directly communicate with the companies via the Internet after the good or service purchasing process, to consumer relations management. By the way, the role of the social media to ensure the consumer satisfaction will be attemp
Açıklama
Anahtar Kelimeler
Social Media, Social CRM, Online Shopping, Customer Satisfaction
Kaynak
International Trends and Issues in Communication & Media Conference 2014
