Gastronomy and Culinary Arts
Bachelor	TR-NQF-HE: Level 6	QF-EHEA: First Cycle	EQF-LLL: Level 6

Ders Genel Tanıtım Bilgileri

Course Code:

GMS413

Ders İsmi:

Customer Relationship Management in the Food and Beverage Industry

Ders Yarıyılı:

Fall

Ders Kredileri:

Theoretical	Practical	Credit	ECTS
2	0	2	4

Language of instruction:

Ders Koşulu:

Ders İş Deneyimini Gerektiriyor mu?:

Type of course:

Bölüm Seçmeli

Course Level:

Bachelor

TR-NQF-HE:6. Master`s Degree

QF-EHEA:First Cycle

EQF-LLL:6. Master`s Degree

Mode of Delivery:

Face to face

Course Coordinator :

Assoc. Prof. SALİM İBİŞ

Course Lecturer(s):

Assoc. Prof. SALİM İBİŞ

Course Assistants:

Dersin Amaç ve İçeriği

Course Objectives:	Bu dersin amacı, müşteri istek ve beklentilerini doğru biçimde analiz edebilen, müşteri ilişkileri yönetimi süreçlerini etkin şekilde uygulayabilen, müşteri memnuniyeti ve müşteri sadakati kavramlarına hâkim, müşteri şikâyetlerini profesyonel ve çözüm odaklı biçimde yönetebilen bireyler yetiştirmektir. (SKA 8, SKA 12)
Course Content:	Within the scope of this course, the concept of customer relationship management and its application areas in food and beverage businesses are examined.

Learning Outcomes

The students who have succeeded in this course;

Learning Outcomes

1 - Knowledge
Theoretical - Conceptual
1) Explains the concepts of customer and customer relationship management
2 - Skills
Cognitive - Practical
3 - Competences
Communication and Social Competence
1) Müşteri ilişkileri konusundaki tüm süreçlere hâkim olur.
Learning Competence
Field Specific Competence
1) Understands the importance of customer relationship management in food and beverage businesses
Competence to Work Independently and Take Responsibility
1) Designs and implements customer satisfaction, customer loyalty and complaint management processes in food and beverage businesses

Ders Akış Planı

Week	Subject	Related Preparation
1)	Customer concept and developments in customer understanding (LO1)	No preparation required
2)	Customer and its importance in food and beverage businesses (LO2)	Reading on the historical development of the customer concept
3)	Development and change of customer-oriented marketing approach (LO1)	Read the related chapter in Çeltek & Kozak (2013)
4)	Operation of the customer relationship management process (LO3)	Read recent articles on CRM
5)	Objectives, benefits and components of customer relationship management (LO3)	Examine automation in CRM processes
6)	Customer relationship management and technology (LO3)	Research CRM technologies
7)	The concept of complaints and their importance for food and beverage businesses (LO3)	Examine complaints directed to food and beverage businesses
8)	Midterm Exam	Midterm Exam
9)	Understanding and managing customer complaint behavior (LO4)	Assignment presentation
10)	Importance of customer satisfaction and loyalty for businesses (LO4)	Assignment presentation
11)	Customer relations and organizational culture (LO4)	Assignment presentation
12)	Methods of effective communication with customers (LO4)	Assignment presentation
13)	Social CRM (LO3)	Assignment presentation
14)	Current trends in customer relations in food and beverage businesses (LO4)	Assignment presentation
15)	Final Exam	Final Exam

Sources

Course Notes / Textbooks:	Ders notları Teams üzerinden paylaşılacaktır. / Course notes prepared by the instructor will be shared with students via Microsoft Teams throughout the semester.
References:	Ders notu. Evrim Çeltek, Meryem Akoğlan Kozak, Turizm İşletmelerinde Müşteri İlişkileri, 2013. Necdet Timur, Gülfidan Barış, Müşteri İlişkileri Yönetimi, 2019.

Ders - Program Öğrenme Kazanım İlişkisi

Ders Öğrenme Kazanımları	1	2	3	4
Program Outcomes
1) Defines the concepts, trends and information in the science of gastronomy.
2) Communicates effectively in at least one foreign language.
3) Examines the social, economic and cultural dimensions and development of food and beverage culture.
4) Defines healthy and balanced nutrition, nutritional elements and food groups, healthy menu planning, nutrition styles
5) Defines the chemical structures of foods, determines the chemical threats that can be found in foodstuffs and applies food preservation techniques appropriate to the situation.
6) Defines the concepts of hygiene and sanitation and food safety, and explains basic food microbiology, food-borne hazards and diseases.
7) Defines work accidents and occupational diseases that may occur in kitchens and food and beverage businesses, applies the basic first aid principles in the face of risky and dangerous situations.
8) Defines the economic value, management and marketing of gastronomic tourism in the world and develops projects for regional development.
9) Manages brand creation, menu planning, financial management processes for restaurant businesses depending on the current situation of the food and beverage industry.
10) Defines, applies and develops the concepts and techniques of national and international culinary cultures.
11) Prepares and presents bakery and pastry products of various cultures in the world in accordance with the relevant culture.
12) Explains national and international food legislation, regulations and communiqués and applies them in the field of study.
13) Knowing all the processes between production and presentation, he inspects food production systems, identifies and solves a potential problem.
14) Applies various brewing/making techniques by explaining the historical process of tea and coffee and its varieties in different regions.
15) Explains the basic concepts of purchasing and stock management, and applies basic purchasing processes, supplier selections and procedures, stock types, stock valuation methods in the field of study.
16) Defines the history, culture and production stages of alcoholic and non-alcoholic beverages.
17) Develops a new menu by making food and beverage cost analysis and control, pricing in line with the principles of menu planning.
18) Follows the legislation (law, regulation, circular, etc.), basic values and principles related to his profession and acts in accordance with them.
19) Using the terminology that is dominant in the field of gastronomy, reading the sources related to his profession understands.
20) Plans the physical environment of the kitchen; uses and protects equipment, tools and technologies.
21) Carries out scientific studies for the sustainability of gastronomy.

Ders - Öğrenme Kazanımı İlişkisi

No Effect	1 Lowest	2 Low	3 Average	4 High	5 Highest

	Program Outcomes	Level of Contribution
1)	Defines the concepts, trends and information in the science of gastronomy.	5
2)	Communicates effectively in at least one foreign language.
3)	Examines the social, economic and cultural dimensions and development of food and beverage culture.	1
4)	Defines healthy and balanced nutrition, nutritional elements and food groups, healthy menu planning, nutrition styles
5)	Defines the chemical structures of foods, determines the chemical threats that can be found in foodstuffs and applies food preservation techniques appropriate to the situation.
6)	Defines the concepts of hygiene and sanitation and food safety, and explains basic food microbiology, food-borne hazards and diseases.
7)	Defines work accidents and occupational diseases that may occur in kitchens and food and beverage businesses, applies the basic first aid principles in the face of risky and dangerous situations.
8)	Defines the economic value, management and marketing of gastronomic tourism in the world and develops projects for regional development.	2
9)	Manages brand creation, menu planning, financial management processes for restaurant businesses depending on the current situation of the food and beverage industry.	1
10)	Defines, applies and develops the concepts and techniques of national and international culinary cultures.
11)	Prepares and presents bakery and pastry products of various cultures in the world in accordance with the relevant culture.
12)	Explains national and international food legislation, regulations and communiqués and applies them in the field of study.
13)	Knowing all the processes between production and presentation, he inspects food production systems, identifies and solves a potential problem.
14)	Applies various brewing/making techniques by explaining the historical process of tea and coffee and its varieties in different regions.
15)	Explains the basic concepts of purchasing and stock management, and applies basic purchasing processes, supplier selections and procedures, stock types, stock valuation methods in the field of study.
16)	Defines the history, culture and production stages of alcoholic and non-alcoholic beverages.
17)	Develops a new menu by making food and beverage cost analysis and control, pricing in line with the principles of menu planning.
18)	Follows the legislation (law, regulation, circular, etc.), basic values and principles related to his profession and acts in accordance with them.	3
19)	Using the terminology that is dominant in the field of gastronomy, reading the sources related to his profession understands.	4
20)	Plans the physical environment of the kitchen; uses and protects equipment, tools and technologies.
21)	Carries out scientific studies for the sustainability of gastronomy.	1

Öğrenme Etkinliği ve Öğretme Yöntemleri

Anlatım
Course
Okuma
Homework
Soru cevap/ Tartışma
Örnek olay çalışması

Ölçme ve Değerlendirme Yöntemleri ve Kriterleri

Yazılı Sınav (Açık uçlu sorular, çoktan seçmeli, doğru yanlış, eşleştirme, boşluk doldurma, sıralama)
Homework

Assessment & Grading

Semester Requirements	Number of Activities	Level of Contribution
Midterms	1	% 40
Final	1	% 40
Yazma Ödev Dosyası	1	% 20
total		% 100
PERCENTAGE OF SEMESTER WORK		% 60
PERCENTAGE OF FINAL WORK		% 40
total		% 100

İş Yükü ve AKTS Kredisi Hesaplaması

Activities	Number of Activities	Duration (Hours)	Workload
Course Hours	14	2	28
Study Hours Out of Class	15	5	75
Homework Assignments	1	15	15
Midterms	1	1	1
Final	1	1	1
Total Workload			120