|
|
| ISL4026 | Service Marketing Management | 3+0+0 | ECTS:4 | | Year / Semester | Spring Semester | | Level of Course | First Cycle | | Status | Elective | | Department | DEPARTMENT of BUSINESS | | Prerequisites and co-requisites | None | | Mode of Delivery | | | Contact Hours | 14 weeks - 3 hours of lectures per week | | Lecturer | Prof. Dr. Fazıl KIRKBİR | | Co-Lecturer | non | | Language of instruction | Turkish | | Professional practise ( internship ) | None | | | | The aim of the course: | |
The basic concepts of service marketing is taught to the students |
| Learning Outcomes | CTPO | TOA | | Upon successful completion of the course, the students will be able to : | | | | LO - 1 : | They know the communication | | | | LO - 2 : | They know the fundamentals of services marketing | | | | LO - 3 : | They analyze service marketing mix | | | | LO - 4 : | They synthesis by service quality , customer expectations about the concepts of customer satisfaction , Presents Recommendations for Implementation | | | | LO - 5 : | they understand the concept of product design in the service sector , the service design formulas for specific sectors | | | | CTPO : Contribution to programme outcomes, TOA :Type of assessment (1: written exam, 2: Oral exam, 3: Homework assignment, 4: Laboratory exercise/exam, 5: Seminar / presentation, 6: Term paper), LO : Learning Outcome | | |
|
The content of this course is to teach the examination of the environmental conditions that affected the definition of the concept of service marketing services marketing activities and services which are members of the marketing process, marketing services and customer satisfaction in the services business mix . |
| |
| Course Syllabus | | Week | Subject | Related Notes / Files | | Week 1 | entry courses - Description of Service | | | Week 2 | Contact and communication barriers | | | Week 3 | The importance of communication services | | | Week 4 | Introduction to service marketing | | | Week 5 | Service features | | | Week 6 | Classification of Service | | | Week 7 | characteristics of service businesses | | | Week 8 | Services business strategies | | | Week 9 | mid term | | | Week 10 | Service management model | | | Week 11 | Service management process | | | Week 12 | Good service criteria
| | | Week 13 | marketing mix in services -product-Price- distribution -Tutundurma- human | | | Week 14 | Physical factors -Process management | | | Week 15 | Customers keep roads-Case studies | | | Week 16 | final exam | | | |
| 1 | Ahmet H. İSLAMOĞLU ve diğr. Hizmet Pazarlaması, Beta Yayıncılık, 2006. | | | 2 | Karahan Kasım. , Hizmet Pazarlaması, Beta Yayıncılık, 2000. | | | |
| Method of Assessment | | Type of assessment | Week No | Date | Duration (hours) | Weight (%) | | Mid-term exam | 9 | 02/04/2017 | 1 | 50 | | End-of-term exam | 16 | 20/05/2017 | 1 | 50 | | |
| Student Work Load and its Distribution | | Type of work | Duration (hours pw) | No of weeks / Number of activity | Hours in total per term | | Yüz yüze eğitim | 3 | 14 | 42 | | Sınıf dışı çalışma | 3 | 14 | 42 | | Arasınav için hazırlık | 6 | 2 | 12 | | Arasınav | 1 | 1 | 1 | | Dönem sonu sınavı için hazırlık | 11 | 2 | 22 | | Dönem sonu sınavı | 1 | 1 | 1 | | Total work load | | | 120 |
|