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