Course Name | Customer Relationship Management in Retailing |
Code | Semester | Theory (hour/week) | Application/Lab (hour/week) | Local Credits | ECTS |
---|---|---|---|---|---|
BA 414 | Fall/Spring | 2 | 2 | 3 | 8 |
Prerequisites | None | |||||
Course Language | English | |||||
Course Type | Elective | |||||
Course Level | First Cycle | |||||
Mode of Delivery | - | |||||
Teaching Methods and Techniques of the Course | Lecture / Presentation | |||||
Course Coordinator | ||||||
Course Lecturer(s) | ||||||
Assistant(s) | - |
Course Objectives | The main of this course is to provide students related theoretical and practical background regarding the customer service activities in services sector or in the related departments in manufacturing sector. |
Learning Outcomes | The students who succeeded in this course;
|
Course Description | This course aims to investigate and evaluate the practices in retailing sector regarding customer service management, customer relationship management, improving customer satisfaction and ensuring customer loyalty. |
Related Sustainable Development Goals |
| Core Courses | |
Major Area Courses | ||
Supportive Courses | ||
Media and Managment Skills Courses | ||
Transferable Skill Courses |
Week | Subjects | Required Materials |
1 | Introduction | |
2 | Introduction to the World of Retailing, Future Retailing, Retailing Marketing Strategy | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
3 | Managing Customer Relationships | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
4 | The CRM Process: What is Loyalty? | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
5 | Building and Sustaining Relationships in Retailing: Value Chain in Retailing, Aspects of Value-Oriented Retail Strategy | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
6 | Collecting Customer Data, Analyzing Customer Data and Identifying Target Customers and Data Mining | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
7 | Project Presentations | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
8 | Developing CRM Programs: Customer Retention | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
9 | Implementing CRM Programs | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
10 | CRM Applications in Retailing; Case Studies | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
11 | Customer Service | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
12 | Measuring and Improving Customer Satisfaction | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
13 | Complaint Handling | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
14 | Case Studies about the New Trends in CRM | Berman and Evans (2010), Retail Management: A Strategic Approach: Pearson |
15 | .Project Presentations | |
16 | .Project Presentations |
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. |
Semester Activities | Number | Weigthing |
Participation | ||
Laboratory / Application | ||
Field Work | ||
Quizzes / Studio Critiques | ||
Portfolio | ||
Homework / Assignments | 1 | 40 |
Presentation / Jury | ||
Project | 1 | 40 |
Seminar / Workshop | ||
Oral Exam | ||
Midterm | ||
Final Exam | 1 | 20 |
Total |
Weighting of Semester Activities on the Final Grade | 2 | 80 |
Weighting of End-of-Semester Activities on the Final Grade | 1 | 20 |
Total |
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 | 14 | 7 | 98 |
Field Work | |||
Quizzes / Studio Critiques | |||
Portfolio | |||
Homework / Assignments | 1 | 30 | |
Presentation / Jury | |||
Project | 1 | 30 | |
Seminar / Workshop | |||
Oral Exam | |||
Midterms | |||
Final Exams | 1 | 20 | |
Total | 226 |
# | Program Competencies/Outcomes | * Contribution Level | ||||
1 | 2 | 3 | 4 | 5 | ||
1 | To be able to acquire theoretical and practical knowledge and skills in the area. | X | ||||
2 | To be able to approach problems with an analytical and holistic viewpoint. | X | ||||
3 | To be able to gain knowledge about both national and international accounting and auditing standards. | |||||
4 | To be able to communicate the findings and solutions to the accounting and auditing problems in written and oral formats. | |||||
5 | To be able to critically evaluate the performance of accounting and other related management information systems, and organizations. | |||||
6 | To be able to develop innovative and creative approach to real-life business issues. | X | ||||
7 | To be able to integrate knowledge gained in the main areas of accounting and auditing through a strategic perspective. | |||||
8 | To be able to act in accordance with the scientific and ethical values in studies related to accounting and auditing. | X | ||||
9 | To be able to demonstrate both leadership and team-work skills through being an efficient and effective team member. | |||||
10 | To be able to have an ethical perspective and social responsiveness when evaluating and making business decisions. | |||||
11 | To be able to collect data in the area of business administration and communicate with colleagues in a foreign language ("European Language Portfolio Global Scale", Level B1). | |||||
12 | To be able to speak a second foreign at a medium level of fluency efficiently. | |||||
13 | To be able to relate the knowledge accumulated throughout the human history to their field of expertise. |
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest