The effect of organizational communication and knowledge sharing on internal customer relationship management

The main purpose of this study is to determine the effect of organizational communication and information sharing on internal customer relations management by revealing the relationship between organizational communication and information sharing and internal customer relationship management. In this context, three main concepts are emphasized in the study. The first is organizational communication, the second is information sharing, and the third is internal customer relationship management. Organizational communication is the understanding and reflection of the organization's employees to each other in order to coordinate the attitudes and behaviors of all organization employees in a way that meets the goals and objectives of the organization in order to achieve the predetermined organizational goals and to ensure organizational coordination or harmony. In other words, it is the establishment and maintenance of the relations between the formal structure of the organization and its informal structure. Information sharing is the transfer of the knowledge acquired by the employees based on their experience and experiences to their colleagues without or without any condition. Internal customer relationship management, on the other hand, is considered as a process that regulates and manages relationships between employees and processes within the organization. Each unit within the organization is considered as each other's customers. Internal customer relationship management; It is a process in which the cultural values, beliefs, practices, information sharing among employees, the level of knowledge and the attitudes and behaviors of internal customers towards external customers are evaluated. The study was carried out with the participation of 364 employees in Libya Post, Telecommunication and Information (LPTIC) company. The convenience sampling method was preferred for the inclusion of the employees in the scope of the research. The opinions of the employees included in the sample on the subject are on the basis of organizational communication, information sharing and internal customer relations management scales "1: Strongly disagree, 2: Disagree, 3: Neither agree nor disagree, 4: Agree and 5: Strongly agree" based on the five-point Likert scale. has been taken. After the data collected in the study were classified, reliability and validity analyzes of the scales were made. As a result of the statistical analysis, it was determined that there is a positive relationship between organizational communication and information sharing and internal customer relationship management, and that organizational communication and information sharing positively affect internal customer relations. In addition, it was found that there were partial differences in the perception levels of organizational communication, information sharing and internal customer relationship management dimensions according to the socio-demographic characteristics of the employees. Key Words: Organizational communication, knowledge sharing, internal relationship management.