Nevşehir Hacı Bektaş Veli University Course Catalogue
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| Year/Semester of Study | 1 / Spring Semester | ||||
| Level of Course | 2nd Cycle Degree Programme | ||||
| Type of Course | Optional | ||||
| Department | TOURISM GUIDING (PHD) | ||||
| Pre-requisities and Co-requisites | None | ||||
| Mode of Delivery | Face to Face | ||||
| Teaching Period | 14 Weeks | ||||
| Name of Lecturer | KORAY ÇAMLICA (koraycamlica@nevsehir.edu.tr) | ||||
| Name of Lecturer(s) | |||||
| Language of Instruction | Turkish | ||||
| Work Placement(s) | None | ||||
| Objectives of the Course | |||||
| The aim of this course is to provide advanced knowledge and skills in the fields of customer relations and complaint management in the tourism sector. Students will specialize in ensuring customer satisfaction, managing complaints effectively, and maintaining customer relationships in the long term. The course aims to provide students with practical experiences by providing practical examples and case studies along with theoretical knowledge. | |||||
| Learning Outcomes | PO | MME | |
| The students who succeeded in this course: | |||
| LO-1 | Understand and Apply Fundamental Concepts of Customer Relations and Complaint Management |
PO-1 Critically evaluate the expert knowledge and skills acquired in tourism guiding. PO-2 Develops creative and practical solutions for current issues and problems in the field of tourism guidance. PO-3 Demonstrates leadership in solving industry-related problems |
Examination Presentation |
| LO-2 | Develop Skills for Effective Complaint Management |
PO-1 Critically evaluate the expert knowledge and skills acquired in tourism guiding. PO-2 Develops creative and practical solutions for current issues and problems in the field of tourism guidance. PO-3 Demonstrates leadership in solving industry-related problems |
Examination Presentation |
| LO-3 | Evaluate and Apply Advanced CRM Tools and Ethical Practices |
PO-1 Critically evaluate the expert knowledge and skills acquired in tourism guiding. PO-5 Has detailed information about statistical analysis types. PO-6 Knows and applies scientific ethical rules |
Examination Presentation |
| LO-4 | Analyze and Implement Case Studies for Practical Application |
PO-4 Has advanced knowledge of quantitative and qualitative research methods. PO-7 Plans, conducts, analyzes and reports a scientific research PO-8 Has expert knowledge about theories, facts, concepts and principles in the field. |
Examination Presentation |
| PO: Programme Outcomes MME:Method of measurement & Evaluation |
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| Course Contents | ||
| This content will provide doctoral-level students in the field of tourism guidance with a comprehensive set of knowledge and skills in customer relations and complaint management. | ||
| Weekly Course Content | ||
| Week | Subject | Learning Activities and Teaching Methods |
| 1 | Introduction and Basic Concepts | Lecture, Project Presentation, Question and Answer, Discussion |
| 2 | Fundamentals of Customer Relationship Management (CRM) | Lecture, Project Presentation, Question and Answer, Discussion |
| 3 | Customer Expectations and Satisfaction | Lecture, Project Presentation, Question and Answer, Discussion |
| 4 | Tools for Customer Relationship Management | Lecture, Project Presentation, Question and Answer, Discussion |
| 5 | Complaint Management Process | Lecture, Project Presentation, Question and Answer, Discussion |
| 6 | Complaint Analysis and Reporting | Lecture, Project Presentation, Question and Answer, Discussion |
| 7 | Methods for Resolving Complaints | Lecture, Project Presentation, Question and Answer, Discussion |
| 8 | mid-term exam | |
| 9 | Communication Skills in Customer Relations | Lecture, Project Presentation, Question and Answer, Discussion |
| 10 | Case Studies: Successful CRM Applications | Lecture, Project Presentation, Question and Answer, Discussion |
| 11 | Case Studies: Successful Complaint Management Examples | Lecture, Project Presentation, Question and Answer, Discussion |
| 12 | Innovative Approaches in Customer Relations | Lecture, Project Presentation, Question and Answer, Discussion |
| 13 | Ethics in Customer Relations and Complaint Management | Lecture, Project Presentation, Question and Answer, Discussion |
| 14 | Group Work: Complaint Management Strategies | Lecture, Project Presentation, Question and Answer, Discussion |
| 15 | General Review and Exam Preparation | Lecture, Project Presentation, Question and Answer, Discussion |
| 16 | final exam | |
| Recommend Course Book / Supplementary Book/Reading | ||
| 1 | Müşteri İlişkileri Yönetimi, Dr. Ömer Baybars Tek, Seçkin Yayıncılık | |
| 2 | Customer Relationship Management: Concepts and Technologies; Francis Buttle, Stan Maklan; Routledge Publishing | |
| Required Course instruments and materials | ||
| Books, articles, projection, internet resources, lecture notes | ||
| Assessment Methods | |||
| Type of Assessment | Week | Hours | Weight(%) |
| mid-term exam | 8 | 2 | 40 |
| Other assessment methods | |||
| 1.Oral Examination | |||
| 2.Quiz | |||
| 3.Laboratory exam | |||
| 4.Presentation | 2 | 30 | |
| 5.Report | |||
| 6.Workshop | |||
| 7.Performance Project | |||
| 8.Term Paper | |||
| 9.Project | |||
| final exam | 16 | 2 | 60 |
| Student Work Load | |||
| Type of Work | Weekly Hours | Number of Weeks | Work Load |
| Weekly Course Hours (Theoretical+Practice) | 3 | 14 | 42 |
| Outside Class | |||
| a) Reading | 5 | 14 | 70 |
| b) Search in internet/Library | 0 | ||
| c) Performance Project | 0 | ||
| d) Prepare a workshop/Presentation/Report | 6 | 5 | 30 |
| e) Term paper/Project | 0 | ||
| Oral Examination | 0 | ||
| Quiz | 0 | ||
| Laboratory exam | 0 | ||
| Own study for mid-term exam | 5 | 5 | 25 |
| mid-term exam | 2 | 1 | 2 |
| Own study for final exam | 2 | 5 | 10 |
| final exam | 1 | 1 | 1 |
| 0 | |||
| 0 | |||
| Total work load; | 180 | ||