Curricula Guides

Uusi opinto-opas (sisältäen myös opetusohjelmat) lukuvuodelle 2018-2019 sijaitsee osoitteessa https://opas.peppi.utu.fi . Tältä sivustolta löytyvät enää vanhat opinto-oppaat ja opetusohjelmat.

The new study guide (incl. teaching schedules) for academic year 2018-2019 can be found at https://studyguide.utu.fi. This site contains only previous years' guides.

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Archived Curricula Guide 2014–2016
Curricula Guide is archieved. Please refer to current Curricula Guides
MA033022 MAS13 Managing Customer and Supplier Relationships 6 ECTS
Organised by
Marketing
Person in charge
Mekhail Mustak
Planned organizing times
Period(s) I II III IV
2014–2015 X X X X
2015–2016 X X X X
Preceding studies
Preceding studies on marketing are required. Courses taken on business-to-business marketing, services marketing or relationship marketing are recommended.

Learning outcomes

The objective of this course is twofold: to extend the students' theoretical knowledge on customer and supplier relationships, and to familiarize them with the managerial tools and techniques along with the technological solutions which can be used to apply the knowledge in real life. The course puts especial emphasis on the customer's side.
After completing the course, the students:
- understand the theoretical foundations of relationship marketing
- understand why firms implement relationship marketing, and its possible consequences
- know how to apply the knowledge to manage relationships with customers and suppliers
- become familiar with the technological aspects customer relationship management
- know customer relationship management from both strategy and process perspectives

Contents

Managing quality relationships with the customers and the suppliers is considered as a top priority in contemporary marketplace. Once considered as just a managerial tool, relationship management has evolved into a philosophy which permeates the entire organization. The course focuses on relationship management from the firm's perspective, and concentrates on its theoretical foundations, strategic and process related aspects, and practical applications with technological details. Especial focus is given on customer relationship management (CRM).

Teaching methods

Teaching method Contact Online
Independent work

No face-to-face lecture. Self-preparation by the student based on the course guideline available in Moodle. No registration is required for the course. Students should register only for the final examination.

Modes of study

Option 1
Available for:
  • Degree Programme Students
  • Other Students
  • Doctoral Students
  • Exchange Students
Written exam
  • In English

Self-study of one book (selected chapters), and collection of articles.

Evaluation

Numeric 0-5.

Recommended year of study

4th or 5th year
The course is open around the year.

Study materials

Academic year 2015-16:

  1. Collection of articles.
  2. Buttle, Francis; Maklan, Stan, Customer Relationship Management – Concepts and Technologies. Third Edition. Routledge, Oxon 2015.

Academic year 2014-15:

  1. Collection of articles.
  2. Buttle, Francis. Customer Relationship Management – Concepts and Tools. Elsevier, Butterworth-Heinemann 2012. (Electronic book. Selected chapters).

Further information

Please check Moodle for detailed information on study materials, and guidelines for preparation and final examination.
The course is equivalent to the previous course MAS3.

Belongs to following study modules

Turku School of Economics
Turku School of Economics
Department of Marketing and International Business
Department of Marketing and International Business
Department of Marketing and International Business
2015–2016
Teaching
Archived Teaching Schedule. Please refer to current Teaching Shedule.
Implementation details are unavailable.
Department of Marketing and International Business
Operations and Supply Chain Management
Economic Geography
International Business
Marketing
Economic Sociology
Finnish Study Modules
Business Japanese
Business Chinese