Customer complaint handling in social media a justice theory approach

Varnalı, Kaan
Yılmaz, Cengiz
Tarı Kasnakoğlu, Berna
Terzi, Hilal


Customer relationship management of web-based education: A case study for metu-online
Çetin, Filiz Doʇan; Köksal, Gülser (2005-01-01)
Web-based education is a preference of many instructors and students of today's education systems. There exist a few attempts to design Customer Relationship Management (CRM) systems for such education organizations. "Customers" of such organizations, namely students, instructors, visitors, managerial and technical teams, have different needs and requirements. METU-Online is a distance education platform developed and maintained by the Informatics Institute of Middle East Technical University (METU). In thi...
Customer incivility and turnover intention of bank employees: the moderating role of perceived organizational support and big 5 personality traits
Başer Hüner, Burcu; Acar, F. Pınar.; Department of Business Administration (2019)
The purpose of this study is three-fold: (a) to reveal the relationship between customer incivility and turnover intention in Turkish banking sector, (b) to test mediating role of emotional exhaustion on that relation and (c) to examine the moderating roles of organisational support and big five personality traits on the relationship between customer incivility and bank employees’ emotional exhaustion level. To test the relationships among the variables presented, data were acquired from employees at both p...
Customer relationship management system design for Metu-Online
Çetin, Filiz; Köksal, Gülser; Yalabık, Neşe; Department of Information Systems (2003)
METU-Online, a distance education tool developed and maintained by Middle East Technical University (METU) Informatics Institute, can be defined as Customer-to-Business-to-Customer (C2B2C) e-business. In this thesis, a new design and improvement of this system based on Customer Relationships Management (CRM) is presented. With this approach a CRM system is designed, an organizational change is recommended, customercentered business processes are improved to a certain extend, a CRM data warehouse is broadly ...
User response to residental tall buildings a case study in Ankara
İnce, Yasemin; İmamoğlu, Vacit; Department of Building Sciences (1996)
User authentication and distinguishing child users from adults with keystroke dynamics
Uzun, Yasin; Baykal, Nazife; Kemal Bıçakcı, Kemal; Department of Information Systems (2013)
Keystroke Dynamics, which is a biometric characteristic that depends on typing style of users, could be a viable alternative or a complementary technique for user authentication if tolerable error rates are achieved. Moreover, biometric data can also be used for inferring personal characteristics. Therefore it is possible to benefit from Keystroke Dynamics to predict infor- mation, such as age and gender. In this thesis study, the performance of artificial neural network algorithms for Keystroke Dynamics base...
Citation Formats
K. Varnalı, C. Yılmaz, B. Tarı Kasnakoğlu, and H. Terzi, “Customer complaint handling in social media a justice theory approach,” presented at the EMAC Regional Conference, (24 - 26 Eylül 2014), Katowice, Polonya, 2014, Accessed: 00, 2021. [Online]. Available: