SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AND EVALUATION OF UNIVERSITIES IN TURKEY

Social media and social networks grow and diversify within each segment by embracing them. Parallel to this, the number of users of social media and social networks is increasing day by day. Thanks to this development, individuals and businesses have the opportunity to communicate with each other, c...

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Autor principal:	Arzu KILIÇ
Formato:	article
Lenguaje:	DE EN FR TR
Publicado:	Fırat University 2019
Materias:	scrm social media social networks university performance measurement Social Sciences H Social sciences (General) H1-99
Acceso en línea:	https://doaj.org/article/7aafdb0ffd994f7d9f1c23ce442695a9
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spelling	oai:doaj.org-article:7aafdb0ffd994f7d9f1c23ce442695a92021-11-24T09:20:43ZSOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AND EVALUATION OF UNIVERSITIES IN TURKEY2148-416310.9761/JASSS7363https://doaj.org/article/7aafdb0ffd994f7d9f1c23ce442695a92019-08-01T00:00:00Zhttps://jasstudies.com/index.jsp?mod=tammetin&makaleadi=2063276370_23-Yrd.%20Do%C3%A7.%20Dr.%20Arzu%20K%C4%B1l%C4%B1%C3%A7.pdf&key=28565https://doaj.org/toc/2148-4163Social media and social networks grow and diversify within each segment by embracing them. Parallel to this, the number of users of social media and social networks is increasing day by day. Thanks to this development, individuals and businesses have the opportunity to communicate with each other, convey their problems and work on them. By this, businesses have begun to manage their customer relationships. They even have significant competitive advantage by managing this process with the right strategies. Universities in our country address a large number of young people and their families as well. Starting with the university selection process, individuals are involved in research to obtain information about universities. It is possible to use numerous sources to search for information. However today, individuals tend to acquire information directly from university websites and affiliated social media accounts. Parallel to this development, universities now open accounts in social media platforms and communicate with the targeted audience. Individuals can examine the posts shared on these accounts and communicate their questions, suggestions and criticisms directly. This mutual communication offers the opportunity to manage customer relationships through social media. In this process, however, it is not known exactly how universities perform social relations management using the social media. This study is based on three social networks (facebook, twitter and instagram) which are commonly used in our country. It is aimed to determine the status of our universities' social customer relation management studies according to two basic factors (number of fans / followers and interaction rate).Arzu KILIÇFırat Universityarticlescrmsocial mediasocial networksuniversityperformance measurementSocial SciencesHSocial sciences (General)H1-99DEENFRTRJournal of Academic Social Science Studies , Vol 10, Iss 64, Pp 317-340 (2019)
institution	DOAJ
collection	DOAJ
language	DE EN FR TR
topic	scrm social media social networks university performance measurement Social Sciences H Social sciences (General) H1-99
spellingShingle	scrm social media social networks university performance measurement Social Sciences H Social sciences (General) H1-99 Arzu KILIÇ SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AND EVALUATION OF UNIVERSITIES IN TURKEY
description	Social media and social networks grow and diversify within each segment by embracing them. Parallel to this, the number of users of social media and social networks is increasing day by day. Thanks to this development, individuals and businesses have the opportunity to communicate with each other, convey their problems and work on them. By this, businesses have begun to manage their customer relationships. They even have significant competitive advantage by managing this process with the right strategies. Universities in our country address a large number of young people and their families as well. Starting with the university selection process, individuals are involved in research to obtain information about universities. It is possible to use numerous sources to search for information. However today, individuals tend to acquire information directly from university websites and affiliated social media accounts. Parallel to this development, universities now open accounts in social media platforms and communicate with the targeted audience. Individuals can examine the posts shared on these accounts and communicate their questions, suggestions and criticisms directly. This mutual communication offers the opportunity to manage customer relationships through social media. In this process, however, it is not known exactly how universities perform social relations management using the social media. This study is based on three social networks (facebook, twitter and instagram) which are commonly used in our country. It is aimed to determine the status of our universities' social customer relation management studies according to two basic factors (number of fans / followers and interaction rate).
format	article
author	Arzu KILIÇ
author_facet	Arzu KILIÇ
author_sort	Arzu KILIÇ
title	SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AND EVALUATION OF UNIVERSITIES IN TURKEY
title_short	SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AND EVALUATION OF UNIVERSITIES IN TURKEY
title_full	SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AND EVALUATION OF UNIVERSITIES IN TURKEY
title_fullStr	SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AND EVALUATION OF UNIVERSITIES IN TURKEY
title_full_unstemmed	SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AND EVALUATION OF UNIVERSITIES IN TURKEY
title_sort	social customer relationship management and evaluation of universities in turkey
publisher	Fırat University
publishDate	2019
url	https://doaj.org/article/7aafdb0ffd994f7d9f1c23ce442695a9
work_keys_str_mv	AT arzukilic socialcustomerrelationshipmanagementandevaluationofuniversitiesinturkey
_version_	1718415617350959104

SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AND EVALUATION OF UNIVERSITIES IN TURKEY

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