• HOME
• ABOUT US
  • Name Address
  • General Description
  • Governance
  • Academic Calendar
  • Degree Programmes
  • List of Programmes in English
  • General Admission and Registration Procedures
  • Credit Mobility and Recognition of Prior Learning
  • ECTS Credit Allocation
  • Academic Guidance
  • Contacts
• Degree Programmes
  • Third Cycle Programmes (Doctorate Degree)
  • Second Cycle Programmes (Master's Degree)
  • First Cycle Programmes (Bachelor's Degree)
  • Short Cycle Programmes (Associate's Degree)
• GENERAL INFORMATION FOR STUDENTS
  • Cost of Living
  • Accommodation
  • Meals
  • Medical Facilities
  • Facilities for Disabled Students
  • Insurance
  • Financial Supports
  • Student Affairs Office
  • Practical Information for International Students
  • Language Courses
  • Work Placement Possibilities
  • Sports, Social and Cultural Facilities
  • Student Associations and Clubs
  • About İzmir - Turkey
• INTERNATIONAL RELATIONS
  • International Relations Office
  • Registration Procedures
  • Agreements
  • Coordinators
  • Documents
  • List of Programmes in English
  • ECTS / DS Labels

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS SEC 4020 GUEST RELATIONS MANAGEMENT ELECTIVE 3 0 0 5

Offered By

Tourism Management

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

ASISTANT PROFESSOR ILKAY TAŞ GÜRSOY

Offered to

Tourism 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

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

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 and assignments

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)

ilkay.tas@deu.edu.tr

Office Hours

Tuesday, 14.00-16.00

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 12 3 36 Case study 2 3 6 Preparations before/after weekly lectures 12 2 24 Preparation for final exam 2 10 20 Preparation for midterm exam 1 15 15 Preparing assignments 3 5 15 Final 1 1 1 Midterm 1 1 1 TOTAL WORKLOAD (hours) 118

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 5 LO.2 5 5 LO.3 5 5 LO.4 5