GCRIS

Now showing 1 - 3 of 3

Exploring Elderly Customer-Employee Rapport in Services: Managerial and Social Implications
(IGI Global, 2021) Tosun, Petek
The increasing share of older people in the population has influenced the economic and social life andservices sectors. Banking services are integrated into almost all of the daily transactions and inevitablefor older consumers. This study aims to examine the special needs and expectations of older customers in retail banking. A survey was conducted on frontline salespeople in branches. The findings haveshown that older consumers expect special attention from their customer relationship managers. Therelationship managers have positive attitudes toward older consumers and high customer-employeerapport levels. Attitude and rapport constructs are positively and significantly correlated. In addition,relationship managers were divided into three clusters depending on their rapport levels and perceivedbranch visit reasons. This chapter has provided current empirical findings, insights, and managerialrecommendations about customer-employee relationships in the older consumers and services contexts.
Corporate Social Responsibility in the Food Industry From a Marketing Perspective.
(Livre de Lyon, 2020) Tosun, Petek; Selçuk Köylüoğlu
Rapid developments in technology, the increase in the world population, environmental degradation, pandemics, and various social problems have led to a different perception and understanding of marketing. Marketing has been increasingly expected to embrace and even contribute to the remedy of issues such as obesity and been discussed from a social responsibility perspective. Although several studies have investigated the impact of CSR in the food sector, the market shares of sustainable products are generally low, so there is a need to comprehend better the effect of CSR on food marketing in different contexts. To compile previous research and present findings in an integrated way, this study focuses on CSR in the food industry from a marketing perspective.
Customer Relationship Management in the Covid-19 Outbreak From a Salesperson Perspective
(2020) Tosun, Petek
The new coronavirus disease (Covid-19) has led to an unpredictable change in business and social life. Many institutions shifted to remote working to reduce the possibility of contagion in the workplace. Banks, which are among the major institutions in business life, have adopted remote working and social distancing rules in their branches and other workspaces. This change has inevitably influenced salespeople’s relationships with their customers since the ways of interacting and communicating have changed dramatically. The purpose of this study is to explore the impact of flexible and remote working during the Covid-19 pandemic on customer relationship management (CRM) in retail banking. A survey was conducted on customer relationship managers, branch managers, and other sales personnel regarding their self-assessment of CRM and sales performance during the remote working conditions in the Covid-19 outbreak. The findings have shown that the outbreak period has improved salespeople’s relationships with their customers. Besides, sales performance was positively influenced by CRM. CRM and sales performance did not change significantly depending on the size of the bank’s branch network or the salesperson’s total work experience. 18% and 16% of the salespeople found themselves important and safe, as employees of banks during the outbreak, respectively. However, 51% of the participants stated that working in the banking sector in the outbreak period was hard and anxious. While 16% of the participants thought that it is possible to work from home, only 4% stated that face-to-face communication is required. This study is timely research that has focused on the impact of the Covid-19 outbreak on CRM in banking and may constitute a proper base for future studies that will examine the impact of the pandemic deeper.

İşletme Bölümü Koleksiyonu

Browse

Filters

Settings

Sort By

Results per page

Search Results