Course Name Code Semester T+U Hours Credit ECTS
Service Marketing ISL 315 5 2 + 0 2 5
Precondition Courses
Recommended Optional Courses
Course Language Turkish
Course Level Bachelor's Degree
Course Type Optional
Course Coordinator Dr.Öğr.Üyesi EMRE YILDIRIM
Course Lecturers Dr.Öğr.Üyesi EMRE YILDIRIM,
Course Assistants
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,
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
Course Notes
Course Resources
Order Program Outcomes Level of Contribution
1 2 3 4 5
1 Having adequte scientific knowledge of Human Resources Management, basic business concepts and other social sciences
2 Thinking critically and analytically X
3 Having knowledge of communication and information technologies
4 In-depth understanding of the research process and application of a range of research techniques into studies, researches and projects X
5 In-depth understanding of usage of Human Resources Management and other social sciences theoretical and applied knowledge together.
6 Ability to interpret basic Business concepts from Human Resource Management perspective X
7 Ability to implement basic HRM responsibilities in institutions such as HR Planning and staffing, labor relations, occupational healthy and safety, training planning, performance and rewards management, career planning, employment and interview techniques and legal HR issues
8 Implementing quality process approach into HRM process by considering institutional development, internal and external customer satisfaction; in case of need, having sense of responsibility making contribution for problem solving and continuous development and process excellence ability by problem identification, goal setting, reorganisation and change management skills
9 Management of resources and assets by considering budgetary, financial and legal issues; management of projects/operations with the ability of planning, implementation, and auditing; Having skills on management of self and other people
10 Enriching result oriented working approach with continous learning approach X
11 Strong oral and written communication skills and ability to present ideas and information effectively X
12 Being good at one foreign language, ability to communicate written and orally
13 Ability to work with people of various cultural and educational background by valuing team work, developing emphathy and listening skills X
14 Being conscious on social, academic and professional ethical values X
15 Development of critical theoretical appreciation of ´how´, ´why´ and ´where´ HRM contributes to and supports employee and societal development, and implementing these approach for applied and graduate projects and working life
Evaluation System
Semester Studies Contribution Rate
1. Ara Sınav 50
1. Kısa Sınav 10
2. Kısa Sınav 10
1. Ödev 30
Total 100
1. Yıl İçinin Başarıya 50
1. Final 50
Total 100
ECTS - Workload Activity Quantity Time (Hours) Total Workload (Hours)
Course Duration (Including the exam week: 16x Total course hours) 16 2 32
Hours for off-the-classroom study (Pre-study, practice) 16 2 32
Performance Task (Laboratory) 1 20 20
Total Workload 84
Total Workload / 25 (Hours) 3.36
dersAKTSKredisi 5