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Lecturer(s)
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Kadlec Jaromír, doc. Mgr. Dr.
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Ralet Patrick, Dr.
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Cassiere François, Dr.
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Rochette Corinne, prof.
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Course content
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1. Methods of customer service service on the Internet, synchronous and asynchronous service 2. Types of interface Business to Consumer (B2C) Business to Business (B2B) Electronic data
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Learning activities and teaching methods
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Monologic Lecture(Interpretation, Training), Dialogic Lecture (Discussion, Dialog, Brainstorming)
- Attendace
- 13 hours per semester
- Preparation for the Course Credit
- 25 hours per semester
- Homework for Teaching
- 12 hours per semester
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Learning outcomes
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The objective of this course is to enrich the student's knowledge about E-commerce, mainly from the points of view of communication with customers and methods of customer service.
In the course, the students will learn the basic knowledge and skills in the following scope and they will be able to demonstrate them in the exam: The students are able to apply the methods of customer service in French.
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Prerequisites
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Course KRF/FMK4
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Assessment methods and criteria
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Written exam
Active participation in class; to meet the requirements of the credit test.
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Recommended literature
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Ducreux, J.-M. (2011). Le grand livre du marketing: Connaitre pour comprendre, Positionner pour durer, Concevoir pour convaincre, Déployer pour réussir. Paris.
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Lannoo P., Ankri C. (2009). E-marketing et e-commerce. Ivry-sur-Seine.
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Soulez, S., Halla, S., Himber, T. (2012). Exercices de Marketing : Marketing stratégique, Comportement de l'acheteur et gestion de la relation client Marketing opérationnel.. Paris.
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Stenger, T., Bourliataux-Lajoinie S. (2011). E-marketing & e-commerce - Concepts, outils, pratiques. Paris.
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Volle, P., Isaac, H. (2011). E-commerce. Paris.
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