GAZI UNIVERSITY INFORMATION PACKAGE - 2019 ACADEMIC YEAR

COURSE DESCRIPTION
CUSTOMER RELATIONS MANAGEMENT/TUR 472
Course Title: CUSTOMER RELATIONS MANAGEMENT
Credits 2 ECTS 5
Semester 8 Compulsory/Elective Elective
COURSE INFO
 -- LANGUAGE OF INSTRUCTION
  Turkish
 -- NAME OF LECTURER(S)
  Assoc. Prof. Evren Güçer
 -- WEB SITE(S) OF LECTURER(S)
   http://websitem.gazi.edu.tr/site/evrengucer
 -- EMAIL(S) OF LECTURER(S)
  evrengucer@gazi.edu.tr
 -- LEARNING OUTCOMES OF THE COURSE UNIT
Describes the main concepts of consumer relations.
Knows the consumer satisfaction process.
Knows the importance of consumer loyalty in companies.
Comprehends the role of consumer relations in relationship marketing.
Comprehends the role of consumer relations in total quality management.
Knows the consumer value.
Describes the importants consumer relations in communication.
 -- MODE OF DELIVERY
  The mode of delivery of this course is Face to face
 -- PREREQUISITES AND CO-REQUISITES
  There is no prerequisite or co-requisite for this course
 -- RECOMMENDED OPTIONAL PROGRAMME COMPONENTS
  There is no recommended optional programme component for this course
 --COURSE CONTENT
1. Week  The main concepts of costumer relationship
2. Week  The added value of costumer relationship in marketing.
3. Week  Techniques of the development of costumer relationship
4. Week  Customer relationship and the characteristics
5. Week  New dimensions in costumer relationship
6. Week  Value creating in costumer relationship
7. Week  Communication Techniques
8. Week  Art of creating communication with costumers
9. Week  Midterm Exam
10. Week  Costumer service
11. Week  Costumer services and qualification
12. Week  Gaining costumer
13. Week  Keeping costumer
14. Week  Measurement of costumer relationship
15. Week  Costumer relationships and organizational culture
16. Week  Final exam
 -- RECOMMENDED OR REQUIRED READING
  Aktepe,C., Baş M., ve Tolon M., “Müşteri İlişkileri Yönetimi”, Detay Yayıncılık, 2009. Odabaşı Y., “Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi”, Sistem Yayıncılık, 2006. Yılmaz A., Ersoy A., Argan F.A., “Perakendecilikte Müşteri İlişkileri Yönetimi, Anadolu Üniversitesi Yayınları, 2006.
 -- PLANNED LEARNING ACTIVITIES AND TEACHING METHODS
  Lecture, Question & Answer, Demonstration, Drill - Practise
 -- WORK PLACEMENT(S)
  None
 -- ASSESSMENT METHODS AND CRITERIA
 
Quantity
Percentage
 Mid-terms
1
40
 Assignment
7
50
 Exercises
0
0
 Projects
1
10
 Practice
0
0
 Quiz
0
0
 Contribution of In-term Studies to Overall Grade  
40
 Contribution of Final Examination to Overall Grade  
60
 -- WORKLOAD
 Efficiency  Total Week Count  Weekly Duration (in hour)  Total Workload in Semester
 Theoretical Study Hours of Course Per Week
16
2
32
 Practising Hours of Course Per Week
0
0
0
 Reading
8
1
8
 Searching in Internet and Library
8
1
8
 Designing and Applying Materials
0
0
0
 Preparing Reports
1
15
15
 Preparing Presentation
0
0
0
 Presentation
0
0
0
 Mid-Term and Studying for Mid-Term
1
20
20
 Final and Studying for Final
1
30
30
 Other
1
12
12
 TOTAL WORKLOAD: 
125
 TOTAL WORKLOAD / 25: 
5
 ECTS: 
5
 -- COURSE'S CONTRIBUTION TO PROGRAM
NO
 PROGRAM LEARNING OUTCOMES
1
2
3
4
5
1Have an understanding of the structure of the tourism industry, how it functions, and its significance for the development of the country.X
2Demonstrate reading, listening, speaking and writing skills in one foreign language (English, German or French) at least at the level of B2 of European Language Portfolio.X
3Have an understanding of the basic concepts, theories, principles and facts within the context of management, economics, and social psychology.X
4Demonstrate effective use of both basic and professional information and communication technologies and software.X
5Understand, analyze and interpret the cultures, history, religions, and the art of the civilisations that have lived in Turkey.X
6Have detailed knowledge of the geography of both the World and the Turkey.X
7Plan, implement and control a tour.X
8Communicate verbally, non-verbally and in writing effectively and demonstrate effective presentation skills.X
9Recognize, understand, and communicate with different cultures.X
10Understand and apply national and international law, regulations and professional standards related to tourist guiding.X
11Describe, synthesize, analyze, interpret and evaluate data and information professionally.X
12Work effectively both independently and with others.X
13Have the qualifications to manage and organize the organizations in the travel businesses.X
14Have general business knowledge.X
15Understands strategies for management and marketing in the field of travel management.X
16Have knowledge of basic law related to tourism businesses.X
17Understands the relationship between tourism and environment, is aware of the necessary practices for a more livable environment and applies them when necessary.X
18Have the ability to think analytically in the field of tourism.X
19Have basic knowledge about home country cuisine and world cuisines.X
20Have a basic knowledge of the document and the accounting system in the travel agencies.X