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Week
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Topics
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Study Metarials
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1
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Informing about the course
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M1
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2
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Customer Relationship Management: Definition, Scope, Importance
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R1-CHAPTER-1
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3
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Communication with Customers and Dimensions
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R1-CHAPTER-2
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4
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Customer Loyalty and Quality in Services
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R1-CHAPTER-3
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5
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Strategic Approach in Customer Relations
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R1-CHAPTER-4
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6
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Customer Relations Planning and Implementation Process
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R1-CHAPTER-5
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7
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Organizational Culture and Customer Relations-I
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R1-CHAPTER-6
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8
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Organizational Culture and Customer Relations-II
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R1-CHAPTER-6
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9
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Customer Relationship Management Applications
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R1-CHAPTER-7
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10
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Creating a customer database
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R1-CHAPTER-8
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11
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Problems Encountered in Customer Relations and Solutions-II
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R1-CHAPTER-8
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12
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Complaint Management
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R2-CHAPTER-10
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13
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A research to examine the effects of customer value on customer satisfaction, brand loyalty and customer relationship management performance.
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M2
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14
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Customer relationship management and research on hotels in Turkey
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T1
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Prerequisites
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There is no prerequisite for this course.
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Language of Instruction
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Turkish
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Responsible
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Dr. Yusuf Ziya AKBAŞ
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Instructors
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1-)Doktor Öğretim Üyesi Yusuf Ziya Akbaş
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Assistants
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Lecturers of the department
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Resources
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R1. Bakırtaş, H., Ayhan-Yılmaz, R., Özmen, M. & Barış, G. (2013). Müşteri İlişkileri Yönetimi. N. Timur & G. Barış (ed.). (1.Baskı). Anadolu Üniversitesi Yayınları, Eskişehir.
R2. Ünal, S. (2020). Müşteri İlişkileri Yönetimi. S. Ünal (ed.). Atatürk Üniversitesi Açıköğretim Fakültesi Yayını, Erzurum.
M1. Kunt, S., & Hassan, A. (2019). Müşteri İlişkileri Yönetiminin Evrimi: İnsanlar, Süreç ve Teknoloji, Sosyal, Beşeri ve İdari Bilimler Dergisi, 2(2), 91-103.
M2. Onaran, B., Atıl Bulut, Z., & Özmen, A. (2013). Müşteri Değerinin, Müşteri Tatmini, Marka Sadakati ve Müşteri İlişkileri Yönetimi Performansı Üzerindeki Etkilerinin İncelenmesine Yönelik Bir Araştırma. Business & Economics Research Journal, 4(2), 37-53.
T1. Soyaslan, M. (2006). Müşteri ilişkileri yönetimi ve Türkiye`deki oteller üzerine bir araştırma (Yüksek Lisans Tezi), Uludağ Üniversitesi, Sosyal Bilimler Enstitüsü, Bursa.
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Supplementary Book
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SR1. Demirel, Y. (2017). Müşteri İlişkileri Yönetimi (3. Baskı). Seçkin Yayıncılık, Ankara.
SR2. Odabaşı, Y. (2015). Satış ve Pazarlamada Müşteri İlişkileri Yönetimi (9. Baskı). Aura Yayınevi, Ankara.
SR3. Atıl Bilge, F. (2010). Müşteri İlişkileri Yönetimi (1. Baskı). Gazi Kitapevi, Ankara.
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Goals
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To teach the importance of customer value for businesses by explaining the stages it has gone through from the historical background to the present.
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Content
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The content of this course; Evolution of Customer Relationship Management: Human, Process and Technology, Customer Relationship Management: Definition, Scope, Importance, Communication with Customers and Dimensions, Customer Loyalty and Quality in Services, Customer, Strategic Approach in Relationships, Customer Relationship Planning and Implementation Process, Organizational Culture and Customer Relations , Customer Relationship Management Applications, Problems Encountered in Customer Relations and Solutions-1 Complaint Management, A research on the effects of customer value on customer satisfaction, brand loyalty and customer relationship management performance, and a research on Customer relationship management and hotels in Turkey.
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Program Learning Outcomes |
Level of Contribution |
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1
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Possess comprehensive and systematic knowledge about concepts, theories, principles and facts related to tourism.
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4
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2
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Possess information about basic concepts, theories, principles and facts in business, economics and law.
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-
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3
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Possess information about structure, functioning and the importance of country development of the tourism sector.
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4
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4
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Understands the management and marketing strategies in the field of tourism management. strategies for the management and marketing of tourism management.
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5
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5
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Possess practical and theoretical information that are required to effectively manage the tourism businesses (Accommodation, food and beverage, travel, recreation).
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5
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6
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Possess comprehensive and systematic knowledge about alternative types of tourism.
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-
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7
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Uses effectively basic computer usage information with communication technology and automation systems used in tourism business.
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-
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8
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Knows and applies the legal regulations and professional standards related to the field of tourism together with basic legal knowledge.
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3
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9
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Has the ability to use accounting systems and document systems in tourism enterprises in business life.
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5
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10
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Possess information about financial analysis skills related to tourism businesses (Accommodation, food and beverage, travel, recreation).
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4
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11
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Compares the knowledge of world and Turkey tourism geography with the culture, history, religion and arts of the civilizations that lived in Turkey.
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4
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12
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Knows at least one foreign language valid in the field of tourism management at a level to communicate well and at least at the B1 level of the European Language Portfolio.
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-
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13
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Has self-learning and lifelong learning awareness and behaviors suitable for individual and team work.
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3
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14
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Analyzes, interprets and evaluates information and data by defining research methods specific to the tourism sector.
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4
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15
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Has the ability to share his/her knowledge and thoughts about his/her field with others verbally and in writing.
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3
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