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 Doç.Dr. EMRE YILDIRIM
Course Lecturers Doç.Dr. 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 Interprets and applies theoretical and practical information about HRM in sample situations.
2 Interprets and applies the knowledge of other relevant disciplines from the perspective of HRM X
3 Makes a versatile and critical evaluation in the process of obtaining and using information
4 Designs and implements research related to the field. X
5 Uses different development channels effectively.
6 Communicates effectively when working with others X
7 Acts in accordance with social, academic and professional ethical values.
8 Makes suggestions for the development of sensitive working environments on diversity management.
9 Experiences the gains they have acquired practically through internships.
10 Analyzes the Human Resources practices of the institutions where they do internship and provides them feedback. X
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