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An Evaluation on Effects of Total Quality Applications in Customer Relations Management on Sustainable Global Competition


  • Pınar Altiok Gürel

    (Faculty of Economics and Administrative Sciences, Beykent University. Turkey)


The concept of globalization inherently necessitated knowing management technics that could adapt to fast changes. Assuming all other financial aspects are almost equal for companies, the only factor “that can create difference†within the global competition environment is “the human factor†. It draws attention in the way that among companies who set out with the same technical equipment, the companies who are successful in customer relations are able to render the global competition sustainable through approaches that are based on the human factor. In this area, the constructive influences of total quality management on the human, which is the main source that can manage information and turn it into speed and strength, positively reflect on companies and translate into advantages. Placing human at the center of the business, these approaches add new dimensions to changes and developments that will create differences in the global market in line with the versatile structure of business management and contribute to earnings that support economic growth

Suggested Citation

  • Pınar Altiok Gürel, 2014. "An Evaluation on Effects of Total Quality Applications in Customer Relations Management on Sustainable Global Competition," International Journal of Research in Business and Social Science, Society for the Study of Business & Finance, vol. 3(1), pages 35-62, January.
  • Handle: RePEc:rbs:ijbrss:v:3:y:2014:i:1:p:35-62

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    References listed on IDEAS

    1. Ha, Sejin & Stoel, Leslie, 2009. "Consumer e-shopping acceptance: Antecedents in a technology acceptance model," Journal of Business Research, Elsevier, vol. 62(5), pages 565-571, May.
    2. Forsythe, Sandra M. & Shi, Bo, 2003. "Consumer patronage and risk perceptions in Internet shopping," Journal of Business Research, Elsevier, vol. 56(11), pages 867-875, November.
    3. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
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