E-MÜŞTERİ İLİŞKİLERİ DERS TANITIM VE UYGULAMA BİLGİLERİ

Kodu	Dersin Adı	Yarıyıl	Süresi(T+U)	Kredisi	AKTS Kredisi
ELT303	E-MÜŞTERİ İLİŞKİLERİ	5	3	3	5

DERS BİLGİLERİ
Dersin Öğretim Dili :	Türkçe
Dersin Düzeyi	BACHELOR'S DEGREE, TYY: + 6.Level, EQF-LLL: 6.Level, QF-EHEA: First Cycle
Dersin Türü	Zorunlu
Dersin Veriliş Şekli	-
Dersin Koordinatörü	Assoc.Prof. MUSTAFA ÇANAKÇIOĞLU
Dersi Veren Öğretim Üyesi/Öğretim Görevlisi	Dr.Öğr.Üyesi PINAR BACAKSIZ
Ders Ön Koşulu	Yok

AMAÇ VE İÇERİK
Amaç:	The main aim of the course is to enable to realize customer relationship management in digital environment.
İçerik:	Customer orientation, customer satisfaction, E-CRM, Customer loyalty

DERSİN ÖĞRENME ÇIKTILARI (Öğrenciler, bu dersi başarı ile tamamladıklarında aşağıda belirtilen bilgi, beceri ve/veya yetkinlikleri gösterirler.)
Ability to manage customer relations in digital environments
Resolving customer complaints in digital environments, providing customer satisfaction
Developing personal communication
Increasing problem solving skills
Developing analytical thinking skills

HAFTALIK DERS KONULARI VE ÖNGÖRÜLEN HAZIRLIK ÇALIŞMALARI
Hafta	Ön Hazırlık	Konular	Yöntem
1	Reading lecture notes	CRM- Customer Relations Concept and Features	Lecture, Presentation, Question and Answer
2	Reading lecture notes	Differences between E-CRM Concept and traditional CRM	Lecture, Presentation, Question and Answer
3	Reading lecture notes	The concept of communication and the importance of communication in marketing	Lecture, Presentation, Question and Answer
4	Reading lecture notes	Customer value, customer loyalty and customer focus concepts	Lecture, Presentation, Question and Answer
5	Reading lecture notes	Digital Consumer behavior (consumer perception, attitude, behavior patterns)	Lecture, Presentation, Question and Answer
6	Reading lecture notes	Digital Consumer behavior (models of purchasing behavior)	Lecture, Presentation, Question and Answer
7	Reading lecture notes	Relationship marketing on digital platforms	Lecture, Presentation, Question and Answer
8	-	MID-TERM EXAM	-
9	Reading lecture notes	Strategic CRM management	Lecture, Presentation, Question and Answer
10	Reading lecture notes	E-CRM planning	Lecture, Presentation, Question and Answer
11	Reading lecture notes	Digital Customer Complaint Management	Lecture, Presentation, Question and Answer
12	Reading lecture notes	CRM programları ve uygulamaları	Lecture, Presentation, Question and Answer
13	Reading lecture notes	Customer Satisfaction Studies	Lecture, Presentation, Question and Answer
14	Reading lecture notes	The Concept of Service and Its Importance in Customer Relationships	Lecture, Presentation, Question and Answer
15	Reading lecture notes	General review and evaluation of project work	Lecture, Presentation, Question and Answer
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-

KAYNAKLAR
Müşteri ilişkileri eğitimi / Erdoğan, Taşkın.
Turizm işletmelerinde elektronik müşteri ilişkileri : (E-Miy) / Evrim Çeltek ; ed. Meryem Kozak Akoğlan.

ÖLÇME VE DEĞERLENDİRME
Yarıyıl İçi Yapılan Çalışmaların Ölçme ve Değerlendirmesi	Etkinlik Sayısı	Katkı Yüzdesi	Açıklama

(0) Etkisiz	(1) En Düşük	(2) Düşük	(3) Orta	(4) İyi	(5) Çok İyi
0	1	2	3	4	5

KNOWLEDGE
Theoretical
	Program Yeterlilikleri/Çıktıları	Katkı Düzeyi
		0	1	2	3	4	5
1	Learns the basic information about electronic commerce.						5
2	Gains awareness about project and risk management skills and the importance of entrepreneurship, innovation and sustainable development.			2

KNOWLEDGE
Factual
	Program Yeterlilikleri/Çıktıları	Katkı Düzeyi
		0	1	2	3	4	5
1	Follows new generation marketing strategies by learning digital marketing.						5

SKILLS
Cognitive
	Program Yeterlilikleri/Çıktıları	Katkı Düzeyi
		0	1	2	3	4	5
1	Correctly relates the relationship between electronic commerce and information and communication technologies.						5

SKILLS
Practical
	Program Yeterlilikleri/Çıktıları	Katkı Düzeyi
		0	1	2	3	4	5
1	Applies the knowledge and skills related to the field, taking into account its social and ethical responsibilities.						5

OCCUPATIONAL
Autonomy & Responsibility
	Program Yeterlilikleri/Çıktıları	Katkı Düzeyi
		0	1	2	3	4	5
1	Researches developments in science and technology and understands the importance of constantly renewing themselves adopting lifelong learning as a principle.						5

OCCUPATIONAL
Learning to Learn
	Program Yeterlilikleri/Çıktıları	Katkı Düzeyi
		0	1	2	3	4	5
1	Gains skills in web and graphic design.	0
2	Has the ability to produce innovative works by learning to use digital tools effectively.				3

OCCUPATIONAL
Communication & Social
	Program Yeterlilikleri/Çıktıları	Katkı Düzeyi
		0	1	2	3	4	5
1	Evaluates the developments in the world from an intellectual perspective in the light of the joint faculty courses taken.					4

OCCUPATIONAL
Occupational and/or Vocational
	Program Yeterlilikleri/Çıktıları	Katkı Düzeyi
		0	1	2	3	4	5
1	Analyzes the current e-commerce environment.						5

DERSİN İŞ YÜKÜ VE AKTS KREDİSİ
Öğrenme-Öğretme Etkinlikleri İş Yükü
Öğrenme-Öğretme Etkinlikleri	Etkinlik(hafta sayısı)	Süresi(saat sayısı)	Toplam İş Yükü
Lecture & In-Class Activities	14	3	42
Preliminary & Further Study	13	5	65
Land Surveying	0	0	0
Group Work	0	0	0
Laboratory	0	0	0
Reading	0	0	0
Assignment (Homework)	0	0	0
Project Work	0	0	0
Seminar	0	0	0
Internship	0	0	0
Technical Visit	0	0	0
Web Based Learning	0	0	0
Implementation/Application/Practice	0	0	0
Practice at a workplace	0	0	0
Occupational Activity	0	0	0
Social Activity	0	0	0
Thesis Work	0	0	0
Field Study	0	0	0
Report Writing	0	0	0
Final Exam	1	1	1
Preparation for the Final Exam	9	5	45
Mid-Term Exam	1	1	1
Preparation for the Mid-Term Exam	6	4	24
Short Exam	0	0	0
Preparation for the Short Exam	0	0	0
TOTAL	44	0	178