Course Name Code Semester T+U Hours Credit ECTS
Services Marketing UYP 508 0 3 + 0 3 6
Precondition Courses
Recommended Optional Courses
Course Language Turkish
Course Level yuksek_lisans
Course Type Optional
Course Coordinator Prof.Dr. NİLGÜN SARIKAYA
Course Lecturers Prof.Dr. NİLGÜN SARIKAYA,
Course Assistants
Course Category
Course Objective The aim of this course is to explain students fundamental concepts in servce marketing, service marketing mix elements, and what service businesses should do about customer complaints and customer retention.
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 and covers the ways to handle with customer complaints and retention customers.
# Course Learning Outcomes Teaching Methods Assessment Methods
1 Discusses the characteristics of services and evaluates the implications of these characteristics Lecture, Question-Answer, Discussion, Group Study, Testing, Homework,
2 Evaluates the concept of service quality from different perspectives Lecture, Question-Answer, Discussion, Group Study, Brain Storming, Testing, Homework,
3 Makes comparisons in regard to management of customer expectations and derives some implications for the marketing management Lecture, Question-Answer, Discussion, Group Study, Testing, Homework, Project / Design,
4 Develops blue-print for the new service design Lecture, Question-Answer, Discussion, Group Study, Brain Storming, Testing, Homework,
5 Evaluates supply and demand for services industry in a strategic perspective and forms marketing programs Lecture, Question-Answer, Discussion, Group Study, Brain Storming, Testing, Homework, Project / Design,
6 Examines the pricing practices in service industry and makes plans fort he yield management in services industry Lecture, Question-Answer, Discussion, Group Study, Testing, Homework, Project / Design, Performance Task,
7 Lecture, Question-Answer, Discussion, Group Study, Brain Storming, 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 Services pricing
8 Midterm Exam
9 Supply and demand management in service sector
10 Management of customer complaints
11 Customer retention ways
12 Customer satisfaction ways in individual services
13 Relationship marketing
14 Case studies
Resources
Course Notes
Course Resources
Evaluation System
Semester Studies Contribution Rate
1. Ödev 15
2. Ödev 25
3. Ödev 30
4. 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 3 48
Hours for off-the-classroom study (Pre-study, practice) 16 3 48
Mid-terms 1 10 10
Assignment 1 12 12
Project / Design 1 10 10
Performance Task (Seminar) 1 15 15
Total Workload 143
Total Workload / 25 (Hours) 5.72
dersAKTSKredisi 6