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Ders Tanımı

Ders Kodu Yarıyıl T+U Saat Kredi AKTS
SERVICES MARKETING MBA 520 0 3 + 0 3 7
Ön Koşul Dersleri
Önerilen Seçmeli Dersler
Dersin Dili Türkçe
Dersin Seviyesi Yüksek Lisans
Dersin Türü SECMELI
Dersin Koordinatörü Prof.Dr. NİLGÜN SARIKAYA
Dersi Verenler
Dersin Yardımcıları
Dersin Kategorisi
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.
Dersin Öğrenme Çıktıları Öğretim Yöntemleri Ölçme Yöntemleri
1 - Discusses the characteristics of services and evaluates the implications of these characteristics 1 - 2 - 3 - 8 - A - C -
2 - Evaluates the concept of service quality from different perspectives 1 - 2 - 3 - 8 - 10 - A - C -
3 - Makes comparisons in regard to management of customer expectations and derives some implications for the marketing management 1 - 2 - 3 - 8 - 10 - A - C - F -
4 - Develops blue-print for the new service design 1 - 2 - 3 - A -
5 - Evaluates supply and demand for services industry in a strategic perspective and forms marketing programs 1 - 2 - 3 - A - F -
6 - Examines the pricing practices in service industry and makes plans fort he yield management in services industry 1 - 2 - 3 - A - C - F -
Öğretim Yöntemleri: 1:Lecture 2:Question-Answer 3:Discussion 8:Group Study 10:Brain Storming
Ölçme Yöntemleri: A:Testing C:Homework F:Performance Task

Ders Akışı

Hafta Konular ÖnHazırlık
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

Döküman Paylaşımı


Dersin Program Çıktılarına Katkısı

No Program Öğrenme Çıktıları KatkıDüzeyi
1 2 3 4 5

Değerlendirme Sistemi

YARIYIL İÇİ ÇALIŞMALARI SIRA KATKI YÜZDESİ
AraSinav 1 40
Odev 1 20
ProjeTasarim 1 15
PerformansGoreviSeminer 1 25
Toplam 100
Yıliçinin Başarıya Oranı 50
Finalin Başarıya Oranı 50
Toplam 100

AKTS - İş Yükü

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