| 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 |
| Resources | |
|---|---|
| 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 | ||