إدارة علاقات العملاء و مواقع التواصل الاجتماعي : دراسة ميدانية بالمؤسسات الجزائرية

الملخص EN

Social networking sites have become communication tools that are used for several purposes and achieve a number of objectives for individuals or institutions.

Some institutions have used these sites for social communication for individuals, such as introducing the organization, introducing its activities, offering and presenting its services, meeting the demands of its customers and facilitating communication and dialogue between them.

That these sites have become playing the role and function of communication and exchange in institutions, whatever the type of activity.

The main objective of this study is to find out the role of social networking sites in improving customer relations in Algerian institutions.