Course Name | Code | Semester | T+U Hours | Credit | ECTS |
---|---|---|---|---|---|
Service Marketing | ISL 423 | 7 | 2 + 0 | 2 | 5 |
Precondition Courses | |
Recommended Optional Courses | |
Course Language | Turkish |
Course Level | Bachelor's Degree |
Course Type | Optional |
Course Coordinator | Prof.Dr. NİLGÜN SARIKAYA |
Course Lecturers | Prof.Dr. NİLGÜN SARIKAYA, |
Course Assistants | |
Course Category | Other |
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, |
8 | Understands the fundamentals of yield management, analyzes and applies it. | Lecture, Question-Answer, Discussion, Case Study, | 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 | 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 | |
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Course Notes | |
Course Resources | HİZMET PAZARLAMASI VE STRATEJİLERİ Prof. Dr. Remzi Altunışık (Editör) İstanbul Beta, Yayın No : 3319 İşletme Ekonomi Dizisi : Baskı - Ekim İSTANBUL.(ANA KAYNAK) Öztürk Ayşe, Hizmet Pazarlaması,, Ekin Kitabevi, 2006.
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Order | Program Outcomes | Level of Contribution | |||||
---|---|---|---|---|---|---|---|
1 | 2 | 3 | 4 | 5 | |||
1 | Our students will have fundamental knowledge in business administration. | X | |||||
2 | Our students will be able to work in teams, and share information with team members in tasks of business administration | X | |||||
3 | Our students will identify and analyse problems to offer solutions in tasks of business administration. | X | |||||
4 | Our students will participate in projects about business administration process and tasks. | X | |||||
5 | Our students will accept responsibility in order to conclude tasks of business administration. | X | |||||
6 | Our students will define ethical problems in work environment and generate solutions. | X | |||||
7 | Our students can transfer their knowledge and suggestions with technology supported tools and written communication skills. | X | |||||
8 | Our students can transfer their knowledge and suggestions by written and verbal communication skills. | X |
Evaluation System | |
---|---|
Semester Studies | Contribution Rate |
1. Ödev | 15 |
1. Ara Sınav | 40 |
1. Kısa Sınav | 15 |
2. 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 |
Mid-terms | 1 | 10 | 10 |
Assignment | 2 | 20 | 40 |
Project / Design | 0 | 12 | 0 |
Performance Task (Field Study) | 0 | 16 | 0 |
Quiz | 1 | 10 | 10 |
Total Workload | 124 | ||
Total Workload / 25 (Hours) | 4.96 | ||
dersAKTSKredisi | 5 |