| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | SHU201.5B | Customer Service in Aviation | Elective | 2 | 3 | 3 |
|
| Level of Course Unit |
| Short Cycle |
| Objectives of the Course |
| To learn what customer relationship management means for businesses with case studies related to CRM in Aviation and to know how CRM is used to gain competitive advantage for businesses. |
| Name of Lecturer(s) |
| Öğr. Gör. Yunus YÜCEL |
| Learning Outcomes |
| 1 | Explain the meaning of the term customer and its importance for strategic marketing management. | | 2 | Analyze the similarities and differences of traditional and customer-related marketing in today's markets. | | 3 | Learns the case studies about CRM in the aviation industry. |
|
| Mode of Delivery |
| Normal Education |
| Prerequisites and co-requisities |
| None |
| Recommended Optional Programme Components |
| None |
| Course Contents |
| Customer relations and aviation customer service |
| Weekly Detailed Course Contents |
|
| 1 | Examining the concepts of customer and marketing | | | | 2 | Sales, marketing and CRM relations | | | | 3 | Behaviors of individual and corporate customers in marketing | | | | 4 | Customer relations oriented business | | | | 5 | Customer portfolio management | | | | 6 | Examining the value that customer satisfaction adds to businesses | | | | 7 | Midterm | | | | 8 | Customer loyalty | | | | 9 | Customer behavior, customer relations, customer satisfaction and relationship marketing | | | | 10 | Customer value creation. Managing the customer lifecycle | | | | 11 | Customer value creation. Managing the customer lifecycle | | | | 12 | Customer Relationship Management and Applications in Aviation | | | | 13 | Customer Relationship Management and Applications in Aviation | | | | 14 | An overview | | | | 15 | Final examination | | |
|
| Recommended or Required Reading |
| Prof. Dr. Yavuz ODABAŞI Customer Services MediaCat Books |
| Planned Learning Activities and Teaching Methods |
|
| Assessment Methods and Criteria | |
| Midterm Examination | 1 | 100 | | SUM | 100 | |
| Final Examination | 1 | 100 | | SUM | 100 | | Term (or Year) Learning Activities | 40 | | End Of Term (or Year) Learning Activities | 60 | | SUM | 100 |
| | Language of Instruction | | | Work Placement(s) | | None |
|
| Workload Calculation |
|
| Attending Lectures | 14 | 2 | 28 |
| Discussion | 8 | 2 | 16 |
| Question-Answer | 15 | 3 | 45 |
| Team/Group Work | 7 | 2 | 14 |
|
| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 1 | 3 | 2 | 1 | 1 | 2 | 2 | 2 | 1 | 1 | | LO2 | 1 | 3 | 2 | 2 | 1 | 2 | 2 | 2 | 1 | 1 | | LO3 | 1 | 2 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1 |
|
| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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