GAZI UNIVERSITY INFORMATION PACKAGE - 2019 ACADEMIC YEAR

COURSE DESCRIPTION
CONSUMER RELATIONSHIP MANAGEMENT/7880008
Course Title: CONSUMER RELATIONSHIP MANAGEMENT
Credits 3 ECTS 7.5
Semester 2 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 reklations.
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.
Descrbes 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. 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,
 -- 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
14
3
42
 Practising Hours of Course Per Week
0
0
0
 Reading
10
3
30
 Searching in Internet and Library
14
4
56
 Designing and Applying Materials
2
6
12
 Preparing Reports
8
2
16
 Preparing Presentation
3
2
6
 Presentation
1
1
1
 Mid-Term and Studying for Mid-Term
5
2
10
 Final and Studying for Final
7
2
14
 Other
0
 TOTAL WORKLOAD: 
187
 TOTAL WORKLOAD / 25: 
7.48
 ECTS: 
7.5
 -- COURSE'S CONTRIBUTION TO PROGRAM
NO
 PROGRAM LEARNING OUTCOMES
1
2
3
4
5
1He/she has professional management techniques and practices related to Recreation activitiesX
2He/she has the ability to solve the problem and analyze the problem of the company in the recreation field.X
3he/she has comprehensive knowledge related to his/her field about macro and micro scaled plan and policies.X
4he/she plans, conducts, evaluates and reports a research to his field by using scientific research methodsX
5he/she has the skills to be able to organize and manage the activities related to recreation fields.X
6he/she has the competence to follow the scientific literature related to the field of recreationX
7he/she renews and improves herself/himself continuously concerning the recreation fieldX
8he/she follows the information related to his/her field and makes communication by using at least a foreign language at general levelX
9he/she has the competence to apply the thesis writing techniques and processesX
10he/she has necessary skills to plan, design, operate, and sustain the activities of recreation field.X
11he/she has the skills to transfer the information related the recreation field to teammate and workersX
12he/she implements the interdisciplinary studies by using the information about recreation fieldX
13he/she develops the information with scientific methods by using available data that exhibited in recreation field and uses it with scientific, social and ethical responsibilityX