Nevşehir Hacı Bektaş Veli University Course Catalogue

Information Of Programmes

VOCATIONAL SCHOOL OF ÜRGÜP SEBAHAT & EROL TOKÖZ / TR218 - TOURIST GUIDING

Code: TR218 Course Title: CUSTOMER RELATION MANAGEMENT Theoretical+Practice: 2+0 ECTS: 3
Year/Semester of Study 2 / Spring Semester
Level of Course Short Cycle Degree Programme
Type of Course Optional
Department TOURIST GUIDING
Pre-requisities and Co-requisites None
Mode of Delivery Face to Face
Teaching Period 14 Weeks
Name of Lecturer SERKAN ZARO (serkanzaro@nevsehir.edu.tr)
Name of Lecturer(s) GÜNAY EROL,
Language of Instruction Turkish
Work Placement(s) None
Objectives of the Course
This course aims to provide students a more comprehensive view regarding final consumers. It teaches to look deeper into consumers’ world by focusing on the psychological, sociological and cultural aspects of consumption.

Learning Outcomes PO MME
The students who succeeded in this course:
LO-1 Student will be able to analyze the socio-cultural factors that are influencing consumers before purchase. PO-10 They communicate with their subordinates and superiors effectively .
Examination
LO-2 Student will be able to establish the link between consumer identity and consumption. PO-18 Prepare reports regarding their task and present them to their seniors.
Examination
LO-3 Student will be able to analyze what influences consumers during shopping. PO-9 Their contact force is high and they adapt to team work.
PO-11 They have the ability to work under pressure, stress and business density.
Examination
LO-4 They can produce effective solutions to matters which can will be live with customers PO-8 They analyze the problems faced by the tourism industry with the help of the theoretical and practical experience they gained and find solutions to them.
PO-10 They communicate with their subordinates and superiors effectively .
PO-11 They have the ability to work under pressure, stress and business density.
Examination
PO: Programme Outcomes
MME:Method of measurement & Evaluation

Course Contents
Consumer Behavior. Perception, learning, motivation, identity concepts. Personality, lifestyle, attitude and attitude change concepts. Decision making process dynamics. Shopping and post-shopping customer relationship management. Group effects. Social classification. Global customer culture and subcultures. Cultural influences.
Weekly Course Content
Week Subject Learning Activities and Teaching Methods
1 Introduction to Course Lecture method
2 Introduction to consumer behavior Lecture method
3 Perception and Learning Lecture method
4 Motivation Lecture method
5 Identity Lecture method
6 Personality and Lifestyles Lecture method
7 Attitude and Attitude Change Lecture method
8 mid-term exam
9 Decision Making Process Lecture method
10 Buying and Disposing Lecture method
11 Group Influences Lecture method
12 Social Class Lecture method
13 Global consumer culture Lecture method
14 Subcultures Lecture method
15 Effects of culture Lecture method
16 final exam
Recommend Course Book / Supplementary Book/Reading
1 Müşteri ilişkileri yönetimi, Yrd. Doç. Dr. Cemalettin Aktepe / Yrd. Doç. Dr. Mehmet Baş / Dr. Metehan Tolon
Required Course instruments and materials
Books

Assessment Methods
Type of Assessment Week Hours Weight(%)
mid-term exam 8 1 40
Other assessment methods
1.Oral Examination
2.Quiz
3.Laboratory exam
4.Presentation
5.Report
6.Workshop
7.Performance Project
8.Term Paper
9.Project
final exam 16 1 60

Student Work Load
Type of Work Weekly Hours Number of Weeks Work Load
Weekly Course Hours (Theoretical+Practice) 2 14 28
Outside Class
       a) Reading 3 4 12
       b) Search in internet/Library 3 4 12
       c) Performance Project 0
       d) Prepare a workshop/Presentation/Report 0
       e) Term paper/Project 0
Oral Examination 0
Quiz 0
Laboratory exam 0
Own study for mid-term exam 4 6 24
mid-term exam 1 1 1
Own study for final exam 3 4 12
final exam 1 1 1
0
0
Total work load; 90