| Course Name | Code | Semester | T+U Hours | Credit | ECTS |
|---|---|---|---|---|---|
| Service Marketing | ISL 423 | 7 | 2 + 0 | 2 | 5 |
| Precondition Courses | |
| Recommended Optional Courses | |
| Course Language | Turkish |
| Course Level | Bachelor's Degree |
| Course Type | Optional |
| Course Coordinator | Prof.Dr. NİLGÜN SARIKAYA |
| Course Lecturers | Prof.Dr. NİLGÜN SARIKAYA, |
| Course Assistants | Res. Assist. Merve Türkmen |
| Course Category | |
| Course Objective | The aim of this course is to explain students fundamental concepts in service marketing, service marketing mix elements, and what service businesses should do about |
| Course Content | This course consists of teaching, definition of service marketing, analyzing environmental conditions that affect service marketing business and explaining service marketing mix which is service marketing elements |
| # | Course Learning Outcomes | Teaching Methods | Assessment Methods |
|---|---|---|---|
| 1 | Explains basic concepts and topics concerning services marketing | Lecture, Question-Answer, Discussion, Self Study, | Testing, |
| 2 | Analyses and forms the services marketing mix | Lecture, Question-Answer, Discussion, Case Study, | Testing, Oral Exam, Homework, |
| 3 | Makes synthesis on the concepts of service quality, suctomer expectations and customer satisfaction and make some suggestion in relation to marketing practices | Lecture, Discussion, Case Study, Self Study, | Testing, Oral Exam, |
| 4 | Understands the concept of product design in services and formulates service design practices for various service sectors | Lecture, Question-Answer, Discussion, Brain Storming, Case Study, | Testing, Homework, Project / Design, |
| 5 | Makes analysis regarding supply and demand management for services and forms marketing strategies in light of these analyse | Lecture, Discussion, Case Study, Self Study, | Testing, Homework, |
| 6 | Explains the fundamental concepts in relation to pricing decisions in services industry and able to develop pricing strategies | Lecture, Question-Answer, Discussion, Self Study, | Testing, Oral Exam, Homework, |
| 7 | Understands the SERVICESCAPE concept and applies it | Lecture, Discussion, Case Study, Self Study, | Oral Exam, Homework, Project / Design, |
| 8 | Understands the fundamentals of yield management, analyzes and applies it. | Lecture, Question-Answer, Discussion, Case Study, | Testing, Homework, Performance Task, |
| Week | Course Topics | Preliminary Preparation |
|---|---|---|
| 1 | Introduction to service marketing | |
| 2 | Customer Satisfaction and service quality | |
| 3 | Customer expectations management | |
| 4 | Consumer behavior and perceptions of service quality | |
| 5 | Service cape in service offer | |
| 6 | Product concept in service marketing | |
| 7 | New service design | |
| 8 | Midterm Exam | |
| 9 | Pricing in service marketing | |
| 10 | Yield management | |
| 11 | Supply management in service sector | |
| 12 | Demand management in service sector | |
| 13 | Customer retention ways | |
| 14 | Case studies |
| Resources | |
|---|---|
| Course Notes | |
| Course Resources | |
| Order | Program Outcomes | Level of Contribution | |||||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Gains the required knowledge in production, marketing, management , accounting and finance. | X | |||||
| 2 | Can work in teams and share information with team members in tasks of production, marketing, management, accounting and finance. | X | |||||
| 3 | Identifies and analyzes problems also offers solutions in tasks of production, marketing, management, accounting and finance. | X | |||||
| 4 | Contributes to projects, takes responsibility and conduct researches in tasks of production, marketing, management, accounting and finance. | X | |||||
| 5 | Can define goals and objectives of organization in tasks of production, marketing, management, accounting and finance. | X | |||||
| 6 | Questions the acquired knowledge in tasks of production, marketing, management, accounting and finance. | X | |||||
| 7 | Believes to adapting new situations and meets the requirements of new tasks of production, marketing, management, accounting and finance. | X | |||||
| 8 | Can transfer knowledge and recommendations in tasks of production, marketing, management, accounting and finance via using necessery communication tools and a foreign language effectively . | X | |||||
| 9 | Open to occupational cooperation and sharing in tasks of production, marketing, management, accounting and finance. | X | |||||
| 10 | Can use necessary information systems in tasks of production, marketing, management, accounting and finance. | X | |||||
| 11 | Behaves in accordance with social and occupational ethic values in tasks of production, marketing, management, accounting and finance. | X | |||||
| 12 | Analyses and carries out relations with stake holders in tasks of production, marketing, management, accounting and finance. | X | |||||
| 13 | Follows the innovations and encourages team members in tasks of production, marketing, management, accounting and finance. | X | |||||
| 14 | Questions the position of the organization and offers suggestions in tasks of production, marketing, management, accounting and finance. | X | |||||
| 16 | X | ||||||
| Evaluation System | |
|---|---|
| Semester Studies | Contribution Rate |
| 1. Ara Sınav | 40 |
| 1. Ödev | 30 |
| 1. Kısa Sınav | 15 |
| 2. Kısa Sınav | 15 |
| Total | 100 |
| 1. Yıl İçinin Başarıya | 60 |
| 1. Final | 40 |
| Total | 100 |
| ECTS - Workload Activity | Quantity | Time (Hours) | Total Workload (Hours) |
|---|---|---|---|
| Course Duration (Including the exam week: 16x Total course hours) | 16 | 3 | 48 |
| Hours for off-the-classroom study (Pre-study, practice) | 16 | 2 | 32 |
| Mid-terms | 1 | 8 | 8 |
| Assignment | 1 | 14 | 14 |
| Project / Design | 1 | 12 | 12 |
| Performance Task (Field Study) | 1 | 16 | 16 |
| Total Workload | 130 | ||
| Total Workload / 25 (Hours) | 5.2 | ||
| dersAKTSKredisi | 5 | ||