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| 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 | Face to face | | 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 principles and concepts of marketing management services for students is to adopt |
| Learning Outcomes | CTPO | TOA | | Upon successful completion of the course, the students will be able to : | | | | LO - 1 : | They will define service concept. | 1,6 | 1, | | LO - 2 : | They will confirm behaviour figures according as customer types in services sectors. | 1,6 | 1, | | LO - 3 : | They will have ability of confirming the problems in services sectors. | 1,6 | 1, | | LO - 4 : | they will do situation analysis and determinations relative to selling environment. | 1,6 | 1, | | LO - 5 : | They will receive intercultural service sectors attitude discrepancies. | 1,6 | 1, | | 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 | | |
| Development of marketing and services, Description of services and classification of services, service businesses, marketing strategies in service management, Professional services and methods of customer satisfaction in Individual services |
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| Course Syllabus | | Week | Subject | Related Notes / Files | | Week 1 | The aim of the course and Description of services. | | | Week 2 | The concept of service management and the importance of the service sector. | | | Week 3 | Services and service classifications. | | | Week 4 | İts employees of the marketing mix in the management of Services Marketing:product | | | Week 5 | Distribution in management of Services Marketing. | | | Week 6 | Promotion and pricing in management of Services Marketing. | | | Week 7 | people and management process in management of Services Marketing. | | | Week 8 | Physical elements in management of Services Marketing. | | | Week 9 | Mid-term exam | | | Week 10 | Capacity and demand management in management of Services Marketing. | | | Week 11 | Service quality,service encounters | | | Week 12 | Relationship marketing | | | Week 13 | Professional services. | | | Week 14 | Methods of customer satisfaction in Individual services. | | | Week 15 | Marketing strategies according to the type of services | | | Week 16 | End-of-term exam | | | |
| 1 | Öztürk,A.,2007; Hizmet Pazarlaması, Etkin Kitap Evi, Bursa | | | |
| Method of Assessment | | Type of assessment | Week No | Date | Duration (hours) | Weight (%) | | Project | 4-13. haftalar | 01-03-2024 ile 31-05-2024 arası | | 40 | | Presentation | 4.13. haftalar | 01-03-2024 ile 31-05-2024 arası | | 10 | | End-of-term exam | 16 | 12/06/2024 | 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 | 12 | 36 | | Arasınav için hazırlık | 5 | 3 | 15 | | Arasınav | 1 | 1 | 1 | | Dönem sonu sınavı için hazırlık | 5 | 5 | 25 | | Dönem sonu sınavı | 1 | 1 | 1 | | Total work load | | | 120 |
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