シラバス参照
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シラバス参照
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| 科目一覧へ戻る | 2025/04/01 現在 |
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開講科目名 ／Course |
Customer Relationship Management／Customer Relationship Management | ||||||||||
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時間割コード ／Course Code |
T4T10687_T1 | ||||||||||
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開講所属 ／Course Offered by |
観光学部／Faculty of Tourism | ||||||||||
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ターム・学期 ／Term・Semester |
2025年度／Academic Year 第2クォーター／2Q | ||||||||||
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曜限 ／Day, Period |
金／Fri 1, 金／Fri 2 | ||||||||||
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開講区分 ／Semester offered |
第2クォーター／2Q | ||||||||||
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単位数 ／Credits |
2.0 | ||||||||||
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学年 ／Year |
2,3,4 | ||||||||||
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主担当教員 ／Main Instructor |
佐野 楓／SANO Kaede | ||||||||||
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授業形態 ／Lecture Form |
講義 | ||||||||||
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教室 ／Classroom |
東１号館Ｅ１-２０８／E1-208 | ||||||||||
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開講形態 ／Course Format |
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ディプロマポリシー情報 ／Diploma Policy |
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教員名 ／Instructor |
教員所属名 ／Affiliation |
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| 佐野 楓／SANO Kaede | 観光学部（教員） |
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授業の概要・ねらい ／Course Aims |
Welcome to Customer Relationship Management. This is a medium level course in the global program (GP) and mainly targets second- and third-year students who have already learned the basic marketing knowledge. One of marketing innovations in the past two decades is customer relationship management (CRM). Travel and tourism companies and organizations have been among the innovators and early adopters of Internet marketing and CRM. For example, American Airlines was the innovator who introduced frequent flyer program in 1981 which was the beginning of loyalty program widely applied in various industries currently, and Ritz Carlton was awarded one of the early Malcolm Baldridge awards for innovation in customer service delivery in 1987. All efforts made by companies are for a stable and long-term relationship with customers. Based on the general background, this course is organized into three parts – customer relationship management strategies in the hospitality, airline and tourism industry. To deepen the students’ understanding about customer relationship management, this course employs five cases as teaching materials, and encourages group discussions during the class. |
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到達目標 ／Course Objectives |
By the end of this course, students are expected to: ・ Understand the strategic customer relationship management in the hospitality, airline and tourism industries ・ Be cognizant of new trends in the hospitality, airline and tourism industries ・ Be able to practice the principles of strategic marketing into real businesses. |
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成績評価の方法・基準 ／Grading Policies/Criteria |
Each student’s final score will be determined as follows: ・ Group discussion: 25% ・ Group (or individual) presentation: 25% ・ Individual report: 50% |
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教科書 ／Textbook |
N/A |
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参考書・参考文献 ／Reference Book |
Buttle, F., & Maklan, S. (2019). Customer Relationship Management: Concepts and Technologies. (Fourth edition). Routledge.（For further reading） https://www.routledge.com/Customer-Relationship-Management-Concepts-and-Technologies/Buttle-Maklan/p/book/9781138498259 |
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履修上の注意 ・メッセージ ／Notice for Students |
This is a GP 2.0 course subject (GP指定科目). Students in 3rd and 4th year are recommended to take this subject. |
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履修する上で必要な事項 ／Prerequisite |
All enrolled students are required to download the lecture materials (PowerPoint material) from Moodle before the class starts or use their laptops to access the lecture materials during the class. The printed lecture material will not be distributed in every class. |
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履修を推奨する関連科目 ／Related Courses |
・ Basic level (Targets second-year students): Tourism and Hospitality Marketing ・ Medium level (Targets second- and third-year students): Strategic Tourism Management ・ Advanced level (Targets third- and fourth-year students): Tourism Critical Issues B |
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授業時間外学修についての指示 ／Instructions for studying outside class hours |
The total time for preview and review is approximately 90 hours. Students are expected to learn more through independent study in addition to the class material every week. |
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その他連絡事項 ／Other messages |
I expect this to be a fun class in the sense that it will be a collaborative learning experience. Although I am the professor, many of you will have insights about tourism marketing, management, and research that I would like to hear about. The number of concepts I can present to you is limited, but learning need not be restricted to the textbooks. Please remember that I am here to facilitate your learning. I wish you would have an enjoyable learning experience. Although everything in this course will be taken in English (group discussion, group presentation, assignment), it does not mean that you must be very good in English. The most important thing is your motivation. I will be very happy to help you to overcome any difficulties in this course. |
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授業理解を深める方法 ／How to deepen your understanding of classes |
The students are expected to positively learn and find “something new” through group work and fieldwork rather than passively accept the things taught in the class. At the end of the course, all of the students are required to present a tourism management related case that researched by themselves. Students are also suggested set the learning outcomes by themselves. 【「アクティブ・ラーニング」実施要項⑥⑧⑩】 |
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オフィスアワー ／Office Hours |
Period 3, Thursday |
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科目ナンバリング ／Course Numbering |
T07093E01001G241 |
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実務経験 ／Practical Experience |
無 |
| No. | 回（日時） ／Time (date and time) |
主題と位置付け ／Subjects and instructor's position |
学習方法と内容 ／Methods and contents |
備考（担当） ／Notes |
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| 1 | Session 1 | Outline | Course introduction | |
| 2 | Session 2 | Lecture | Customer relationship management strategies in the hospitality industry | |
| 3 | Session 3 | Lecture | Case 1: Four Seasons | |
| 4 | Session 4 | Group discussion & Feedback | Case 1: Four Seasons | |
| 5 | Session 5 | Lecture | Case 2: The Ritz-Carlton Hotel | |
| 6 | Session 6 | Group discussion & Feedback | Case 2: The Ritz-Carlton Hotel | |
| 7 | Session 7 | Lecture | Customer relationship management strategies in the airline industry | |
| 8 | Session 8 | Lecture | Case 3: Singapore airlines | |
| 9 | Session 9 | Group discussion & Feedback | Case 3: Singapore airlines | |
| 10 | Session 10 | Lecture | Case 4: AirAsia | |
| 11 | Session 11 | Group discussion & Feedback | Case 4: AirAsia | |
| 12 | Session 12 | Lecture | Case 5: TripAdvisor | |
| 13 | Session 13 | Lecture & Group discussion | Case 5: TripAdvisor | |
| 14 | Session 14 | Review & Feedback | Final presentation | |
| 15 | Session 15 | Review & Feedback | Final presentation |