| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | UT214B.2 | International Service Management | Elective | 2 | 4 | 3 |
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| Level of Course Unit |
| First Cycle |
| Objectives of the Course |
| The aim of this course is to understand the concept of service management in international context and the dimensions of service management. This course is designed to help students succeed in their role as managers in international service providers or in international firms that care about the service dimension while manufacturing. |
| Name of Lecturer(s) |
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| Learning Outcomes |
| 1 | To distinguish service from other goods, to learn the basic concepts of service, properties, classifications | | 2 | Understand the fundamental changes in the service sector and their impact on the activities of international service providers | | 3 | Understand the service marketing practices in the process of internationalization of service providers and interpret within the framework of cultural differences of customers and other international environmental factors |
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| Mode of Delivery |
| Normal Education |
| Prerequisites and co-requisities |
| none |
| Recommended Optional Programme Components |
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| Course Contents |
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| Weekly Detailed Course Contents |
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| 1 | Structure of Services in International Environment | | | | 2 | Structure of Services in International Environment | | | | 3 | Service Positioning in International Competitive Markets | | | | 4 | Service Positioning in International Competitive Markets | | | | 5 | Distribution of Services through Physical and Electronic Channels | | | | 6 | Consumer Behavior of Different Cultures in Service Sector | | | | 7 | Designing and Managing the Service Process, Managing Employees in the Service Sector to create a competitive advantage | | | | 8 | Midterm exam | | | | 9 | Designing and Managing the Service Process, Managing Employees in the Service Sector to create a competitive advantage | | | | 10 | Creating relationships and building customer loyalty | | | | 11 | Improving service quality and efficiency | | | | 12 | Examination of the service providers in various sectors in the international arena | | | | 13 | Examination of the service providers in various sectors in the international arena | | | | 14 | Examination of the service providers in various sectors in the international arena | | | | 15 | Case Study | | | | 16 | Final Exam | | |
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| Recommended or Required Reading |
| Lovelock, Christopher and Wirtz, Jochen (2007) Services Marketing, Prentice Hall.
Zeithaml, Valarie and Bitner, Mary Jo (2000) Services Marketing, McGraw-Hill. |
| Planned Learning Activities and Teaching Methods |
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| 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) | |
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| Workload Calculation |
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| Midterm Examination | 1 | 3 | 3 |
| Final Examination | 1 | 3 | 3 |
| Attending Lectures | 14 | 3 | 42 |
| Homework | 12 | 3 | 36 |
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| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 4 | 4 | 4 | 4 | 3 | 3 | 4 | 5 | 4 | 4 | | LO2 | 4 | 4 | 4 | 4 | 4 | 5 | 5 | 4 | 4 | 4 | | LO3 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 | 4 |
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| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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