| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | İŞL309.7B | Service Marketing Management | Elective | 3 | 5 | 5 |
|
| Level of Course Unit |
| First Cycle |
| Objectives of the Course |
| The main principles and concepts of service marketing management are to be adopted by the students. |
| Name of Lecturer(s) |
| Doç. Dr. Yusuf BİLGİN |
| Learning Outcomes |
| 1 | They will define service concept. | | 2 | They will confirm behaviour figures according as customer types in services sectors. | | 3 | They will have ability of confirming the problems in services sectors. | | 4 | They will do situation analysis and determinations relative to selling environment. | | 5 | They will receive intercultural service sectors attitude discrepancies. |
|
| Mode of Delivery |
| Second Education |
| Prerequisites and co-requisities |
| None |
| Recommended Optional Programme Components |
| None |
| Course Contents |
| Development of marketing and services, definition and classification of services, service enterprises, marketing strategies in service management, professional services and customer satisfaction methods in individual services. |
| Weekly Detailed Course Contents |
|
| 1 | The aim of the course and the definition of service. | | | | 2 | The concept of service management and the importance of the service sector. | | | | 3 | Classification of services and services. | | | | 4 | Marketing mix elements in Service Marketing management: product | | | | 5 | Distribution in service marketing management. | | | | 6 | Promotion and pricing in the management of service marketing. | | | | 7 | Human and management process in service marketing management. | | | | 8 | Midterm | | | | 9 | Physical elements in service marketing management. | | | | 10 | Capacity and demand management in service marketing management. | | | | 11 | Service quality, service encounters. | | | | 12 | Relational marketing | | | | 13 | Professional services. | | | | 14 | Customer satisfaction methods in individual services | | | | 15 | Marketing strategies according to service types | | | | 16 | Final Exam | | |
|
| Recommended or Required Reading |
| Öztürk,A.,2007; Hizmet Pazarlaması, Etkin Kitap Evi, Bursa |
| 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 | 2 | 2 |
| Attending Lectures | 14 | 4 | 56 |
| Individual Study for Mid term Examination | 1 | 10 | 10 |
| Individual Study for Final Examination | 1 | 15 | 15 |
| Homework | 14 | 4 | 56 |
|
| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 2 | 4 | 3 | 3 | 3 | 3 | 4 | 3 | 4 | 4 | | LO2 | 3 | 2 | 3 | 3 | 2 | 3 | 3 | 3 | 2 | 2 | | LO3 | 3 | 2 | 2 | 3 | 3 | 2 | 2 | 2 | 2 | 3 | | LO4 | 3 | 3 | 3 | 3 | 3 | 4 | 3 | 4 | 4 | 5 | | LO5 | 4 | 4 | 5 | 1 | 2 | 3 | 1 | 3 | 3 | 2 |
|
| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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