| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | AŞ211.2B | Service Marketing | Elective | 2 | 3 | 3 |
|
| Level of Course Unit |
| Short Cycle |
| Objectives of the Course |
| The aim of this course; teach the basic concepts of marketing services. In service marketing mix elements and service business to customer complaints and related issues that will be discussed what should be done about customer retention. |
| Name of Lecturer(s) |
| Öğr. Gör. Miraç İlyas KIVANÇ |
| Learning Outcomes |
| 1 | to explain the concepts and facts of the marketing of services. | | 2 | to know service quality, customer expectations and customer satisfaction concepts. | | 3 | to understand the product concepts in the service sector creates a design service for various industries. |
|
| Mode of Delivery |
| Normal Education |
| Prerequisites and co-requisities |
| None |
| Recommended Optional Programme Components |
| None |
| Course Contents |
| Service concept, the importance today of the service sector, the classification of services, analysis of the components of service marketing, product marketing services, prices of services marketing, service marketing, promotion in service marketing, staff in the service of marketing, physical evidence in service marketing, process, service marketing, service marketing capacity and demand management, marketing, customer service, quality of service and relationship marketing. |
| Weekly Detailed Course Contents |
|
| 1 | The aim of the course marketing and service | | | | 2 | to provide information about the quality of service | | | | 3 | Service Economy | | | | 4 | The concept of extended service products | | | | 5 | The company offers excellent service features | | | | 6 | pricing of services | | | | 7 | Dispersing of services | | | | 8 | Mid-term Exam | | | | 9 | Integration of Services | | | | 10 | Demand and capacity management for services | | | | 11 | Service quality | | | | 12 | Staff, customers and the physical evidence in service marketing | | | | 13 | Staff, customers and the physical evidence in service marketing | | | | 14 | Service marketing and human resources | | | | 15 | customer retention in service sector, relationship marketing | | |
|
| Recommended or Required Reading |
| İslamoğlu, Ahmet Hamdi , Aydın, Kemal, Hizmet Pazarlaması, İstanbul: Beta Yayıncılık |
| Planned Learning Activities and Teaching Methods |
|
| Assessment Methods and Criteria | |
| Midterm Examination | 1 | 100 | | SUM | 100 | |
| Final Examination | 1 | 100 | | SUM | 100 | | Term (or Year) Learning Activities | 40 | | End Of Term (or Year) Learning Activities | 60 | | SUM | 100 |
| | Language of Instruction | | Turkish | | Work Placement(s) | | None |
|
| Workload Calculation |
|
| Midterm Examination | 1 | 1 | 1 |
| Final Examination | 1 | 1 | 1 |
| Attending Lectures | 14 | 3 | 42 |
| Question-Answer | 14 | 1 | 14 |
| Self Study | 14 | 1 | 14 |
| Individual Study for Mid term Examination | 10 | 1 | 10 |
| Individual Study for Final Examination | 14 | 1 | 14 |
|
| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 2 | 2 | 2 | 3 | 3 | 2 | 2 | 3 | 3 | 2 | | LO2 | 1 | 1 | 1 | 2 | 1 | 2 | 2 | 1 | 2 | 2 | | LO3 | 1 | 2 | 1 | 1 | 1 | 1 | 1 | 2 | 3 | 2 |
|
| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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