Effect of social media applications in accommodation enterprises on customer relations management: A research in 4 and 5 star hotels in Konya

The purpose of this study is to search effect of social media applications to customer relationship management. Firstly, the concepts of service sector, accommodation enterprises, social media applications and customer relationship management have been defined and a literature search has been done to determine the relationship between these variables. As a main purpose of the research to measure the impact of social media applications on customer relations, surveys were conducted to 4 and 5 star hotel customers in Konya province and data were analyzed. According to the results of the research, it was found that social media applications had a positive effect on customer relationship management.