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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS TUR 4002 CUSTOMER RELATIONSHIP MANGEMENT IN TOURISM COMPULSORY 3 0 0 5

Offered By

Tourism and Hotel Management

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

ASISTANT PROFESSOR ILKAY TAŞ GÜRSOY

Offered to

Tourism and Hotel Management

Course Objective

The course aims to provide students with knowledge on fundamental concepts and principles related to customer relationship management, tools used in customer relations management and enable students think creatively in the customer relations field.

Learning Outcomes of the Course Unit

1   Interpreting the development of customer relations in the historical process 2   Describing main concepts related to customer relations 3   Identifying tools and techniques used in customer relations 4   Interpreting sub-stages of customer relations management process 5   Making an original customer relations management plan

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 Conceptual framework: customer relationship management in tourism 2 Development process of customer relations management 3 Customer relations and communication 4 Customer relations and management 5 Public relations and public opinion 6 Media relations 7 Mid-term exam 8 Mid-term exam 9 Ethic 10 Selection of customer relationships management strategy in tourism 11 Gathering and sharing data about customers 12 Tools used in evaluation of customer data 13 Case study discussions 14 Case study discussions 15 Final Exam 16 Final Exam

Recomended or Required Reading

Duane E. Sharp, Customer Relationship Management Systems Handbook, Auerbach Publications,2003. Kristin Anderson and Carol Kerr, Customer Relationship Management, McGraw-Hill, 2008.

Planned Learning Activities and Teaching Methods

Lecture, in class discussion

Assessment Methods

Successful / Unsuccessful

Further Notes About Assessment Methods

None

Assessment Criteria

To be announced.

Language of Instruction

English

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

e-mail: ilkay.tas@deu.edu.tr

Office Hours

Monday and Thursday, 16:00-17:00

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 12 3 36 Student Presentations 1 5 5 Preparations before/after weekly lectures 12 4 48 Preparation for midterm exam 1 15 15 Preparation for final exam 1 12 12 Final 1 2 2 Midterm 1 2 2 TOTAL WORKLOAD (hours) 120

Contribution of Learning Outcomes to Programme Outcomes

PO/LO PO.1 PO.2 PO.3 PO.4 PO.5 PO.6 PO.7 PO.8 PO.9 PO.10 PO.11 PO.12 LO.1 5 LO.2 5 LO.3 5 LO.4 5 LO.5 5