TR
11111

COURSE INTRODUCTION AND APPLICATION INFORMATION

dba.ieu.edu.tr

Course Name
Code
Semester
Theory
(hour/week)
Application/Lab
(hour/week)
Local Credits
ECTS
Spring
Prerequisites
None
Course Language
Course Type
Required
Course Level
-
Mode of Delivery -
Teaching Methods and Techniques of the Course
Course Coordinator -
Course Lecturer(s)
Assistant(s)
Course Objectives
Learning Outcomes The students who succeeded in this course;
  • The student will be able to explain the nature, structure and processes of services sector and customer service management.
  • The student will be able to define customer behavior in services sector.
  • The student will be able to explain the activities conducted in order to measure and improve the level of customer satisfaction.
  • The student will be able to evaluate the content and applications of the activities for handling customer complaints and ensuring customer loyalty.
  • The student will be able to classify theoretical and practical information about customer service in retailing.
Course Description

 



Course Category

 Core Courses
Major Area Courses
Χ
Supportive Courses
Media and Managment Skills Courses
Transferable Skill Courses

 

WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES

Week Subjects Required Materials
1 Introduction to CRM
2 Services business and nature of the sector Lovelock and Wirtz Chapter 1; Berman and Evans Chapter 2
3 Managing customer relationships: value chain in retailing (Value, customer loyalty, customer equity) Lovelock and Wirtz Chapter 12; Timm Chapters 10&12; Berman and Evans Chapter 2 Harris Chapter 1&2 ; Lovelock and Wirtz Chapter 12
4 Case Study & Presentation
5 Seminar 1: Customer Relationship Management in Retailing
6 Customer behavior in services encounter, Crafting the retail environment for customers, Case Study & Presentation Lovelock and Wirtz Chapter 2; Berman and Evans Chapter 7, Lovelock and Wirtz Chapter 10
7 Midterm
8 Complaint handling and service recovery; Term project preliminary report presentation Lovelock and Wirtz Chapter 13; Harris Chapters 3&7; Timm Chapter 6&9
9 Seminar 2: CRM Applications in Retailing
10 Datawarehousing and datamining in CRM Berman and Evans Chapter 8
11 Case Study & Presentation
12 Customer Feedback: Measuring and improving customer satisfaction and perceived service quality; New Trends in CRM Lovelock and Wirtz Chapter 14; Harris Chapter 10; Berman and Evans Chapter 20
13 Term project presentations
14 Term project presentations
15 .
16 .
Course Notes/Textbooks Barry Berman and Joel R. Evans, Retail Management: A Strategic Approach (11/E), Prentice Hall, 2010; Christopher H. Lovelock and Jochen Wirtz, Services Marketing (7/E), Prentice Hall, 2011; Elaine K. Harris, Customer Service, A practical Approach (5/E), Prentice Hall, 2010; Paul R. Timm, Customer Service: Career Success Through Customer Loyalty (5/E), Prentice Hall, 2011.
Suggested Readings/Materials Zeithaml, Valarie and Bitner, Mary Jo (2000) Services Marketing, McGrawHill. Case studies and articles.

 

EVALUATION SYSTEM

Semester Activities Number Weigthing
Participation
1
10
Laboratory / Application
Field Work
Quizzes / Studio Critiques
Portfolio
Homework / Assignments
5
25
Presentation / Jury
Project
1
35
Seminar / Workshop
Oral Exam
Midterm
1
30
Final Exam
Total

Weighting of Semester Activities on the Final Grade
8
100
Weighting of End-of-Semester Activities on the Final Grade
Total

ECTS / WORKLOAD TABLE

Semester Activities Number Duration (Hours) Workload
Course Hours
(Including exam week: 16 x total hours)
16
3
48
Laboratory / Application Hours
(Including exam week: 16 x total hours)
16
Study Hours Out of Class
16
3
Field Work
Quizzes / Studio Critiques
Portfolio
Homework / Assignments
5
12
Presentation / Jury
Project
1
30
Seminar / Workshop
Oral Exam
Midterms
1
24
Final Exams
    Total
210

 

COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP

#
 Program Competencies/Outcomes
* Contribution Level
1
2
3
4
5
1 To solve problems, to have analytical and holistic viewpoint and to develop strategic thinking as a principle in the field of business administration X
2 To evaluate It is aimed to graduate students whom are able to critique what they have already learn in the field of management, adopting life long learning and continuously developing themselves X
3 It is aimed to graduate students whom are able to transfer their academic knowledge to organizational level and capable of expressing themselves regarding organizational problems both oral and written X
4 The students are required to understand the concepts and ideas of business in both national and multinational settings and practice cross disciplinary and comparative analysis X
5 It is required to know and practice the quality and productivity principles of business life X
6 Act and think with an innovative motive and able to apply the academic knowledge gain during new and unconventional occasions X
7 Acquiring leadership qualifications and applying them successfully X
8 Working efficiently and effectively, learning how to be a team member, taking responsibilities, being open minded, constructive, vulnerable to criticism and having self confidence X
9 It is required to know the regional economic aspects and transfer the academic knowledge to real life with both national and international thinking X
10 To know and apply the realities of business ethics and act according to social, scientific and ethical values under any circumstances such as data collection, evaluation, announcing and practicing X
11 Able to use a foreign language as fluent as possible for both chasing the scientific publication and developing proper communication with colleagues from other countries, (“European Language Portfolio Global Scale”, Level B1) X
12 Intermediate in both written and spoken of a second foreign language X
13 Able to use computer programs and technology to an adequate level required by business practices. X

*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest

 

İzmir Ekonomi Üniversitesi | Sakarya Caddesi No:156, 35330 Balçova - İZMİR Tel: +90 232 279 25 25 | webmaster@ieu.edu.tr | YBS 2010