Müşteri deneyimi yönetimi ve havayolu taşımacılığı (Türk Hava Yolları örneği)
No Thumbnail Available
Date
2017
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
İstanbul Beykent Üniversitesi
Access Rights
info:eu-repo/semantics/openAccess
Abstract
Günümüz dünyasında, teknoloji, iletişim ve ticaret alanında yaşanan gelişmeler müşteri ilişkileri disiplinini farklı bir boyuta taşıyarak "müşteri deneyimi yönetimi" kavramını ortaya çıkarmıştır. Müşteri deneyimi yönetimi kavramı, markalar için önemi, diğer disiplinlerle ilişkisi, havayolu taşımacılığı sektöründeki değeri ve uygulama prensipleri giderek daha çok ilgi gösterilen alanlar haline gelmiştir. Çalışma tarihçe, metot ve literatür incelemesi tekniğinin yanı sıra kişisel bilgilere de dayanılarak gerçekleştirilmiştir. İşletmeler, rakiplerinden ayrışmak ve hizmette kalite ile satışta başarıyı yakalayarak büyüyebilmek amacıyla müşteri deneyimi yönetimine önem vermektedir. Diğer sektörlerde olduğu gibi havayolu taşımacılığı sektöründe de lider havayolu işletmeleri hedeflerine ulaşabilmek amacıyla marka stratejilerini müşterilerine beklentilerinin ötesinde hizmet sunma yönünde geliştirmektedir. Türkiye'nin lider, dünyanın en hızlı büyüyen havayolu işletmesi Türk Hava Yolları, başarılı bir müşteri ilişkileri yönetimi sistemi ile tüm iletişim kanallarını etkin bir şekilde kullanarak marka değerini arttırma yoluna gitmektedir. Anahtar Kelimeler :Müşteri Deneyimi Yönetimi, Havayolu Taşımacılığı,Türk Hava Yolları, Müşteri Memnuniyeti, Kaliteli Hizmet, İletişim, Sosyal Medya, Bilişim Teknolojisi
In today's world, the advances in technology, communication and trade areas originated the "customer experience management" by bringing the customer relations management a new dimention. The concept of the customer experience management and its importance for the brands, its relations with the other disciplines and its value in airline transportation sector, as well as its principles of implementation have begun to draw more interest. The study was completed by relying on history, method, the technic of analyzing literature as well as personal information. The companies cares about customer experience management in order to differentiate from their rivals and success on selling and giving quality service. As it is in other sectors, in the airline transportation sector the leader airlines develop their strategy of customer experience management towards giving service that exceeds customer expectations to be able to reach their targets. Turkish Airlines that is Turkey's leader and the world's fastest growing airline, going on its way with the successfull customer experience management system to increase the value of its brand by using all communication channels effectively. Key Words :Customer Experience Management, Airline Transport,Turkish Airlines, Customer Satisfaction, Quality Service,Communication, Social Media, Information Technology
In today's world, the advances in technology, communication and trade areas originated the "customer experience management" by bringing the customer relations management a new dimention. The concept of the customer experience management and its importance for the brands, its relations with the other disciplines and its value in airline transportation sector, as well as its principles of implementation have begun to draw more interest. The study was completed by relying on history, method, the technic of analyzing literature as well as personal information. The companies cares about customer experience management in order to differentiate from their rivals and success on selling and giving quality service. As it is in other sectors, in the airline transportation sector the leader airlines develop their strategy of customer experience management towards giving service that exceeds customer expectations to be able to reach their targets. Turkish Airlines that is Turkey's leader and the world's fastest growing airline, going on its way with the successfull customer experience management system to increase the value of its brand by using all communication channels effectively. Key Words :Customer Experience Management, Airline Transport,Turkish Airlines, Customer Satisfaction, Quality Service,Communication, Social Media, Information Technology
Description
Keywords
İşletme, Business Administration
