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COURSE INTRODUCTION AND APPLICATION INFORMATION
dlm.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;
|
| Course Description |
|
| Core Courses | |
| Major Area Courses | ||
| 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 | Be able to analyze complex problems and bring a multidimensional perspective to problems by creating a synthesis of ideas with the practical education they are taking in the field of logistics and supply chain and realize the improvable areas by the help of their independent thinking abilities and have the ability to provide opportunities with innovative processes | |||||
| 2 | Know the sector well by working in projects together with industry partners to solve real life problems and to support social responsibility activities and be able to identify and solve the problems with the help of their experience in project management and teamwork | |||||
| 3 | Be able to find creative solutions to the problems they face in the academic or professional areas while considering the goals and the constraints in logistics and supply chain operations with the help of their interdisciplinary education | |||||
| 4 | Be able to take place in the sector related communications networks, follow up the changes and improve themselves accordingly when necessary in order to keep their personal and professional competencies within their business sector | |||||
| 5 | Have information about the sector related market leaders, professional organizations and their positions in the sector | |||||
| 6 | Be able to use the current and widely used software, information and communication technologies in the fields of logistics management and supply chain and identify the strengths and weaknesses of these | |||||
| 7 | Be able to prevent the problems that may evoke from communication issues of the groups they take part in by taking proactive decisions | |||||
| 8 | Be able to foresee the unexpected problems and uncertainties in the processes and manage these with flexible, effective and quick solutions; | |||||
| 9 | Have the necessary skills to understand the coordination mechanisms and undertake part in the integration between the departments and members of the supply chain; | |||||
| 10 | Be able to analyze the logistics and supply chain management processes using management science perspective and analytical approaches, analyze relevant concepts and ideas with scientific methods, interpret and evaluate the data | |||||
| 11 | Be able to use the theoretical methods related to design, planning and decisionmaking within the scope of logistics activities in the application areas | |||||
| 12 | Be able to interpret and evaluate the classical and contemporary theories in the field of logistics and supply chain considering the developments, changes and trends in the sector | |||||
| 13 | To be able to speak a second foreign at a medium level of fluency efficiently | |||||
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest