| 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 | ||