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  • 标题:OTEL İŞLETMELERİNİN İNTERNET TABANLI MÜŞTERİ İLİŞKİLERİNDE “E-POSTA YÖNETİMİ” VE TÜRKİYE’DEKİ OTEL İŞLETMELERİ ÜZERİNE BİR ARAŞTIRMA = E-MAIL MANAGEMENT IN WEB-BASED CUSTOMER RELATIONS
  • 作者:Mehmet AKSARAYLI ; Işıl ÖZGEN
  • 期刊名称:Ege Academic Review
  • 印刷版ISSN:1303-099X
  • 出版年度:2010
  • 卷号:10
  • 期号:2
  • 页码:727-744
  • 出版社:Ege University, Faculty of Economics and Administrative Sciences
  • 摘要:E-mail usage as a result of technological development has provided a new dimension between customer relationship and businesses. In this study e-mail management as a customer relationship tool has been reviewed in hotel establishments. The main purpose of this study is to explore the effectiveness of e-mail usage in hotels in Turkey. In order to achieve this purpose, mystery guest approach has been used and an inquiry mail about accommodation is send to hotels in Turkey, The response behavior to e-mail inquiries in the aspect of response quality and response speed are evaluated and the differences are investigated according to hotel scale, geographic location and hotel types.
  • 关键词:Hotel Establishments ; customer relations ; e–mail management
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