Information Package / Course Catalogue - Adnan Menderes University

General Information Unit Staff Academic Information Programme Outcomes Course Structure Diagram Contact Information

Person Responsible for Information Package

Assoc. Prof. Zeliha CAN ERGÜN

Lec. Alper YILMAZ

Lec. Hatice CAN

Res. Assist. Ahmet AKBULUT

Fatma KARACA

Customer Relationship Management (crm)

Course Code	: UTİ452
Course Type	: Area Elective
Couse Group	: First Cycle (Bachelor's Degree)
Education Language	: Turkish
Work Placement	: N/A

Theory	: 3
Prt.	: 0
Credit	: 3
Lab	: 0
ECTS	: 6

Objectives of the Course

The aim of this course is to recognize buying decisions and behaviors of consumers, psychological and socio-cultural factors affecting this behavior and to provide prediction and satisfaction of customer needs.

Course Content

The position of consumer in market economy, the importance of consumer behavior in marketing, general model of consumer behavior, psychological factors: learning and memory ; motivation and perception, attitude , personality, personality and lifestyle ; socio-cultural factors: group , family, personal effects and diffusion of innovations , social class, culture ; consumer buying process ; society and consumer behavior ; consumer protection and consumer awareness ; consumer education will be examined.

Name of Lecturer(s)

Learning Outcomes

1.	Defining concept and development of consumer relations management.
2.	Being aware of strategies of consumer relations managament.
3.	Making international analysis of consumer relations management.
4.	Learns the importance of consumer behavior in marketing.
5.	Will be able to define attitudes, changing attitudes and emotions.

Recommended or Required Reading

1.	Muhittin KARABULUT, Tüketici Davranışı: Pazarlama Yeniliklerinin Kabulü ve Yayılışı, 3. Baskı, İstanbul, 1989.

Weekly Detailed Course Contents

Week 1 - Theoretical

The content, purpose and methodology of the course, the concept consumer behavior and its characteristics

Week 2 - Theoretical

The importance of consumer behavior in marketing

Week 3 - Theoretical

Relationship between consumer behavior and marketing strategy

Week 4 - Theoretical

Psychological factors affecting consumer behavior-learning and memory

Week 5 - Theoretical

Motivation and involvement/sensation and Perception

Week 6 - Theoretical

Attitudes, changing attitudes and emotions

Week 7 - Theoretical

Personality and self-esteem/values and way of life

Week 8 - Theoretical

Socio-cultural factors-Group Dynamics and Advisory Group/family

Week 9 - Theoretical

Socio-cultural factors-Group Dynamics and Advisory Group/family

Week 10 - Theoretical

Personal effects and innovations

Week 11 - Theoretical

Personal effects and innovations

Week 12 - Theoretical

Social class/culture

Week 13 - Theoretical

Situational factors that affect consumer behavior

Week 14 - Theoretical

Structure of consumer decision making process

Assessment Methods and Criteria

Type of Assessment	Count	Percent
Midterm Examination	1	%40
Final Examination	1	%60

Workload Calculation

Activities	Count	Preparation	Time	Total Work Load (hours)
Lecture - Theory	13	0	3	39
Individual Work	13	0	4	52
Midterm Examination	1	28	1	29
Final Examination	1	30	1	31
TOTAL WORKLOAD (hours)				151

Contribution of Learning Outcomes to Programme Outcomes

	PÇ-1	PÇ-2	PÇ-3	PÇ-4	PÇ-5	PÇ-6	PÇ-7	PÇ-8	PÇ-9	PÇ-10	PÇ-11	PÇ-12	PÇ-13	PÇ-14	PÇ-15
OÇ-1	4	4	3		4	5	4	3	4			4	4	3
OÇ-2	3	3	4		4	4	5	4	3			4	5	4
OÇ-3	3	4	3		3	4	4	5	4			3	4	4
OÇ-4	3	3	3		4	5	5	5	5				4	5
OÇ-5		3	3	3	3	3	3	3	3			4	3	4	5