| Ders Adı | Kodu | Yarıyıl | T+U Saat | Kredi | AKTS |
|---|---|---|---|---|---|
| Servıces Marketıng | UYP 508 | 0 | 3 + 0 | 3 | 6 |
| Ön Koşul Dersleri | |
| Önerilen Seçmeli Dersler | |
| Dersin Dili | Türkçe |
| Dersin Seviyesi | YUKSEK_LISANS |
| Dersin Türü | Seçmeli |
| Dersin Koordinatörü | Prof.Dr. NİLGÜN SARIKAYA |
| Dersi Verenler | Prof.Dr. NİLGÜN SARIKAYA, |
| Dersin Yardımcıları | |
| Dersin Kategorisi | Diğer |
| Dersin Amacı | 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. |
| Dersin İçeriği | 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. |
| # | Ders Öğrenme Çıktıları | Öğretim Yöntemleri | Ölçme Yöntemleri |
|---|---|---|---|
| 1 | retention ways | Lecture, Question-Answer, Discussion, Group Study, | Testing, Homework, |
| 2 | Evaluates the concept of service quality from different perspectives | Brain Storming, Group Study, Discussion, Question-Answer, Lecture, | Testing, Homework, |
| 3 | Makes comparisons in regard to management of customer expectations and derives some implications for the marketing management | Group Study, Discussion, Question-Answer, Lecture, | Project / Design, Homework, Testing, |
| 4 | Develops blue-print for the new service design | Brain Storming, Group Study, Discussion, Question-Answer, Lecture, | Homework, Testing, |
| 5 | Evaluates supply and demand for services industry in a strategic perspective and forms marketing programs | Brain Storming, Group Study, Discussion, Question-Answer, Lecture, | Homework, Testing, Project / Design, |
| 6 | Examines the pricing practices in service industry and makes plans fort he yield management in services industry | Group Study, Discussion, Question-Answer, Lecture, | Performance Task, Project / Design, Homework, Testing, |
| 7 | Brain Storming, Group Study, Discussion, Question-Answer, Lecture, | Performance Task, Homework, Testing, |
| Hafta | Ders Konuları | Ön Hazırlık |
|---|---|---|
| 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 |
| Kaynaklar | |
|---|---|
| Ders Notu | |
| Ders Kaynakları | Hizmet pazarlaması ve Stratejileri, Editör: Prof.Dr.RemziALTUNIŞIK, Beta yayınevi, 1.baskı- Ekim 2015, İstanbul.(ANA KAYNAK) Yardımcı kaynaklar: Christion Grönroos, Service Management and Marketing, Toronto, 1990.
|
| Sıra | Program Çıktıları | Katkı Düzeyi | |||||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Demonstrate understanding of, and apply, basic concepts in production management and marketing | X | |||||
| 2 | :Demonstrate knowledge of how managers and employees interact in organizations. | X | |||||
| 3 | Recognize and explain the effect of production management and marketing on organizations and/or individuals. | X | |||||
| 4 | Demonstrate the ability to be empathetic and actively listen. | X | |||||
| 5 | Communicates effectly within formal and informal groups | X | |||||
| 6 | Define and analyze the root cause of "production management and marketing" problems | X | |||||
| 7 | Review literature professionally and propose novel research questions | X | |||||
| 8 | Find proper solutions to managerial problems | X | |||||
| 9 | Apply to approtiate methodological approaches to the field of production management and marketing | X | |||||
| 10 | Discusses the research findings in the context of the relevant literature. | X | |||||
| Değerlendirme Sistemi | |
|---|---|
| Yarıyıl Çalışmaları | Katkı Oranı |
| 1. Ödev | 15 |
| 2. Ödev | 25 |
| 3. Ödev | 30 |
| 4. Ödev | 30 |
| Toplam | 100 |
| 1. Yıl İçinin Başarıya | 50 |
| 1. Final | 50 |
| Toplam | 100 |
| AKTS - İş Yükü Etkinlik | Sayı | Süre (Saat) | Toplam İş Yükü (Saat) |
|---|---|---|---|
| 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 |
| Toplam İş Yükü | 143 | ||
| Toplam İş Yükü / 25 (Saat) | 5,72 | ||
| Dersin AKTS Kredisi | 6 | ||