| Language of Instruction |
Türkçe |
| Course Type |
Elective Courses |
| Course Instructor(s) |
DOÇ. DR. DUYGU YETGİN AKGÜN |
| Mode of Delivery |
The mode of delivery of this course is face-to-face |
| Prerequisites |
There is no prerequisite or co-requisite for this course. |
| Courses Recomended |
N/A |
| Recommended Reading List |
Istanbulluoglu, D. (2017). Complaint handling on social media: The impact of multiple response times on consumer satisfaction. Computers in Human Behavior, 74, 72-82.Wang, Y., & Chaudhry, A. (2017). When and How Managers\\\' Responses to Online Reviews Affect Subsequent Reviews. Journal of Marketing Research.Proserpio, D., & Zervas, G. (2017). Online reputation management: Estimating the impact of management responses on consumer reviews. Marketing Science, 36(5), 645-665. |
| Assessment methods and criteria |
Examination and presentation- delivering an assignment |
| Work Placement |
N/A |
| Catalog Content |
Customer Relationship Management: Customer relationship definition and characteristics, Customer definition, Customer relations in travel and hospitality organizations; Customer Communication: Communication model and items, Communication with customers; New Dimensions of Customer Relationships: Total quality management in customer relationships, Creating value for the customer; Customer Satisfaction and Loyalty: Definition of service, Definition of quality, Customer winning and retention, Customer loyalty programs; Complaints Management in Travel and Hospitality Organizations: Complaint definition, Complaints management process, Online complaint websites. |
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