Course Detail
Course Description
Course | Code | Semester | T+P (Hour) | Credit | ECTS |
---|
CUSTOMER EXPERIENCE MANAGEMENT | HR4110492 | Fall Semester | 2+1 | 2,5 | 5 |
Prerequisites Courses | |
Recommended Elective Courses | |
Language of Course | Turkish |
Course Level | First Cycle (Bachelor's Degree) |
Course Type | Elective |
Course Coordinator | Assist.Prof. Saadet UĞURLU |
Name of Lecturer(s) | Assist.Prof. Saadet UĞURLU |
Assistant(s) | Assist. Prof. Dr. Saadet UĞURLU |
Aim | |
Course Content | This course contains; Who is the customer and the consumer? What are the customer types?,Changing Consumer Needs and New Definition,Changing Marketing Communication Transition from 4P to -4C,Next Generation Communication Tools and usage,How did Customer Experience Management come about? Definition and scope,Workflow Processes (Communication with customers, Customer acquisition and retention, measurement),Workflow Processes (Communication with customers, Customer acquisition and retention, measurement),Customer Experience in Integrated Marketing Communication,Workshop1- Experience with odor,Workshop2- Experience in the hospital,Workshop 3- Experience in living centers,Workshop 4- Experience in public spaces,General Evaluation. |
Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
1. Will able to define term of customer experience | 16, 9 | A |
2. Explain the charactersitics of customer experience. | 13, 6, 9 | A |
3. Understand the basics of customer experience | 10, 13, 14, 6, 9 | A |
Teaching Methods: | 10: Discussion Method, 13: Case Study Method, 14: Self Study Method, 16: Question - Answer Technique, 6: Experiential Learning, 9: Lecture Method |
Assessment Methods: | A: Traditional Written Exam |
Course Outline
Order | Subjects | Preliminary Work |
---|
1 | Who is the customer and the consumer? What are the customer types? | Course concepts can be examined |
2 | Changing Consumer Needs and New Definition | The book 'Stratejik Communication Man. in New Media' should be read, 1-74 |
3 | Changing Marketing Communication Transition from 4P to -4C | 'Marketing 3.0' in the Mebis course file can be read |
4 | Next Generation Communication Tools and usage | The book 'Strategic Communication Management in New Media' should be read, -174 |
5 | How did Customer Experience Management come about? Definition and scope | The book 'Strategic Communication Management in New Media' should be read, 74-151. |
6 | Workflow Processes (Communication with customers, Customer acquisition and retention, measurement) | Examination of old research papers in Mebis course files |
7 | Workflow Processes (Communication with customers, Customer acquisition and retention, measurement) | Examination of old research papers in Mebis course files |
8 | Customer Experience in Integrated Marketing Communication | Examination of old research papers in Mebis course files |
9 | Workshop1- Experience with odor | Group work 1 |
11 | Workshop2- Experience in the hospital | Group work 2 |
12 | Workshop 3- Experience in living centers | Group work 3 |
13 | Workshop 4- Experience in public spaces | Group Field studies |
14 | General Evaluation | Group field study data report preparation |
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications |
No | Program Qualification | Contribution Level |
1 | 2 | 3 | 4 | 5 |
1 | Knows the basic concepts and theoretical grounds related to the field. | X | | | | |
2 | Determines the facts related to Public Relations and Advertising and analyzes these facts with various dimensions. | | X | | | |
3 | Takes place in companies’ decision making mechanism using his/her expertise; determines problems and offers solutions. | | | X | | |
4 | Performs analysis for corporations and devises plans in order to cater the needs of the corporations. | | | X | | |
5 | Takes responsibility when necessary in the field related projects and proposes solutions to emerging problems. | | | X | | |
6 | Takes place as a member in a project-based teamwork; leads projects and plans events. | | | X | | |
7 | Observes the theoretical and factual problems with scientific methods related to Public Relations and Advertising disciplines and sub-disciplines; analyzes the findings and presents them in scientific publications. | | | X | | |
8 | Has a high awareness towards lifelong learning. Follows the developments, innovations, opinions, methods and techniques regularly and uses them efficiently. | | X | | | |
9 | Uses Turkish language fluently and accurately in scientific and professional works. | X | | | | |
10 | Utilizes new communication technologies efficiently in professional and scientific works and follows the developments in new communication technologies regularly. | | X | | | |
11 | Communicates verbally and in writing using a foreign language at least at the European Language Portfolio B1 General level. | | | | | |
12 | Acts in accordance with ethical codes in professional and scientific works. | X | | | | |
13 | Plans social responsibility events and takes a role in implementation process. | | X | | | |
14 | Performs the measurement and evaluation of communication activities. | | | X | | |
15 | Knowledgeable about occupational health and safety and can use this information when necessary. | | | | | |
16 | Sensitive to the environment, the universality of social rights and the protection of cultural values. | X | | | | |
17 | Implements public relations and advertising campaigns in public and private companies using the methods and techniques related to the field. | | | X | | |
Assessment Methods
Contribution Level | Absolute Evaluation |
Rate of Midterm Exam to Success | | 40 |
Rate of Final Exam to Success | | 60 |
Total | | 100 |
ECTS / Workload Table |
Activities | Number of | Duration(Hour) | Total Workload(Hour) |
Course Hours | 14 | 3 | 42 |
Guided Problem Solving | 4 | 5 | 20 |
Resolution of Homework Problems and Submission as a Report | 1 | 18 | 18 |
Term Project | 0 | 0 | 0 |
Presentation of Project / Seminar | 0 | 0 | 0 |
Quiz | 0 | 0 | 0 |
Midterm Exam | 1 | 30 | 30 |
General Exam | 1 | 40 | 40 |
Performance Task, Maintenance Plan | 0 | 0 | 0 |
Total Workload(Hour) | 150 |
Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(150/30) | 5 |
ECTS of the course: 30 hours of work is counted as 1 ECTS credit. |
Detail Informations of the Course
Course Description
Course | Code | Semester | T+P (Hour) | Credit | ECTS |
---|
CUSTOMER EXPERIENCE MANAGEMENT | HR4110492 | Fall Semester | 2+1 | 2,5 | 5 |
Prerequisites Courses | |
Recommended Elective Courses | |
Language of Course | Turkish |
Course Level | First Cycle (Bachelor's Degree) |
Course Type | Elective |
Course Coordinator | Assist.Prof. Saadet UĞURLU |
Name of Lecturer(s) | Assist.Prof. Saadet UĞURLU |
Assistant(s) | Assist. Prof. Dr. Saadet UĞURLU |
Aim | |
Course Content | This course contains; Who is the customer and the consumer? What are the customer types?,Changing Consumer Needs and New Definition,Changing Marketing Communication Transition from 4P to -4C,Next Generation Communication Tools and usage,How did Customer Experience Management come about? Definition and scope,Workflow Processes (Communication with customers, Customer acquisition and retention, measurement),Workflow Processes (Communication with customers, Customer acquisition and retention, measurement),Customer Experience in Integrated Marketing Communication,Workshop1- Experience with odor,Workshop2- Experience in the hospital,Workshop 3- Experience in living centers,Workshop 4- Experience in public spaces,General Evaluation. |
Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
1. Will able to define term of customer experience | 16, 9 | A |
2. Explain the charactersitics of customer experience. | 13, 6, 9 | A |
3. Understand the basics of customer experience | 10, 13, 14, 6, 9 | A |
Teaching Methods: | 10: Discussion Method, 13: Case Study Method, 14: Self Study Method, 16: Question - Answer Technique, 6: Experiential Learning, 9: Lecture Method |
Assessment Methods: | A: Traditional Written Exam |
Course Outline
Order | Subjects | Preliminary Work |
---|
1 | Who is the customer and the consumer? What are the customer types? | Course concepts can be examined |
2 | Changing Consumer Needs and New Definition | The book 'Stratejik Communication Man. in New Media' should be read, 1-74 |
3 | Changing Marketing Communication Transition from 4P to -4C | 'Marketing 3.0' in the Mebis course file can be read |
4 | Next Generation Communication Tools and usage | The book 'Strategic Communication Management in New Media' should be read, -174 |
5 | How did Customer Experience Management come about? Definition and scope | The book 'Strategic Communication Management in New Media' should be read, 74-151. |
6 | Workflow Processes (Communication with customers, Customer acquisition and retention, measurement) | Examination of old research papers in Mebis course files |
7 | Workflow Processes (Communication with customers, Customer acquisition and retention, measurement) | Examination of old research papers in Mebis course files |
8 | Customer Experience in Integrated Marketing Communication | Examination of old research papers in Mebis course files |
9 | Workshop1- Experience with odor | Group work 1 |
11 | Workshop2- Experience in the hospital | Group work 2 |
12 | Workshop 3- Experience in living centers | Group work 3 |
13 | Workshop 4- Experience in public spaces | Group Field studies |
14 | General Evaluation | Group field study data report preparation |
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications |
No | Program Qualification | Contribution Level |
1 | 2 | 3 | 4 | 5 |
1 | Knows the basic concepts and theoretical grounds related to the field. | X | | | | |
2 | Determines the facts related to Public Relations and Advertising and analyzes these facts with various dimensions. | | X | | | |
3 | Takes place in companies’ decision making mechanism using his/her expertise; determines problems and offers solutions. | | | X | | |
4 | Performs analysis for corporations and devises plans in order to cater the needs of the corporations. | | | X | | |
5 | Takes responsibility when necessary in the field related projects and proposes solutions to emerging problems. | | | X | | |
6 | Takes place as a member in a project-based teamwork; leads projects and plans events. | | | X | | |
7 | Observes the theoretical and factual problems with scientific methods related to Public Relations and Advertising disciplines and sub-disciplines; analyzes the findings and presents them in scientific publications. | | | X | | |
8 | Has a high awareness towards lifelong learning. Follows the developments, innovations, opinions, methods and techniques regularly and uses them efficiently. | | X | | | |
9 | Uses Turkish language fluently and accurately in scientific and professional works. | X | | | | |
10 | Utilizes new communication technologies efficiently in professional and scientific works and follows the developments in new communication technologies regularly. | | X | | | |
11 | Communicates verbally and in writing using a foreign language at least at the European Language Portfolio B1 General level. | | | | | |
12 | Acts in accordance with ethical codes in professional and scientific works. | X | | | | |
13 | Plans social responsibility events and takes a role in implementation process. | | X | | | |
14 | Performs the measurement and evaluation of communication activities. | | | X | | |
15 | Knowledgeable about occupational health and safety and can use this information when necessary. | | | | | |
16 | Sensitive to the environment, the universality of social rights and the protection of cultural values. | X | | | | |
17 | Implements public relations and advertising campaigns in public and private companies using the methods and techniques related to the field. | | | X | | |
Assessment Methods
Contribution Level | Absolute Evaluation |
Rate of Midterm Exam to Success | | 40 |
Rate of Final Exam to Success | | 60 |
Total | | 100 |
Numerical Data
Ekleme Tarihi: 05/10/2023 - 13:48Son Güncelleme Tarihi: 05/10/2023 - 13:49
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