Code | Name of the Course Unit | Semester | In-Class Hours (T+P) | Credit | ECTS Credit |
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UIT317 | INTERNATIONAL SERVICE MANAGEMENT | 5 | 3 | 3 | 5 |
GENERAL INFORMATION |
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Language of Instruction : | Turkish |
Level of the Course Unit : | BACHELOR'S DEGREE, TYY: + 6.Level, EQF-LLL: 6.Level, QF-EHEA: First Cycle |
Type of the Course : | Elective |
Mode of Delivery of the Course Unit | - |
Coordinator of the Course Unit | Assoc.Prof. BÜLENT İLHAN |
Instructor(s) of the Course Unit | |
Course Prerequisite | No |
OBJECTIVES AND CONTENTS |
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Objectives of the Course Unit: | This course is designed to help students succeed in their role as an executive in international service providers or in international firms that place emphasis on service. |
Contents of the Course Unit: | Contents of the course include; the concept of service, the basic elements of the service and the properties of the elements, the effects of the basic variables in the service sector on international service providers, the service marketing practices in the process of internationalization of service providers, the distribution of the service through physical and electronic channels and the consumer behaviors of different cultures in the service sector. |
KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to) |
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Explain the basic concepts and properties of service. (Bloom 2) |
Define the main changes in the service sector and the effects of these changes on the activities of international service providers (Bloom 1) |
Interpret service marketing applications used by service providers in the process of internationalization (Bloom 2). |
Evaluate the information technologies used by international service companies to increase their competitiveness. (Bloom 4) |
WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY |
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Week | Preparatory | Topics(Subjects) | Method |
1 | Reading and literature review | Structure of Services in International Environment; Characteristics of services, New perspectives in service economy Marketing | Narration, discussion |
2 | Reading and literature review | Service Positioning in International Competitive Markets | Narration, discussion |
3 | Reading and literature review | Distribution of Services by Physical and Electronic Channels | Narration, discussion |
4 | Reading and literature review | Distribution of Services by Physical and Electronic Channels | Narration, discussion |
5 | Reading and literature review | Consumer Behavior of Different Cultures in Service Sector | Narration, discussion |
6 | Reading and literature review | Designing and Managing Service Processes, Managing Employees in the Service Industry to create a competitive advantage | Narration, discussion |
7 | Reading and literature review | Designing and Managing Service Processes, Managing Employees in the Service Industry to create a competitive advantage | Narration, discussion |
8 | - | MID-TERM EXAM | - |
9 | Reading and literature review | Communication in service sector, building of relationships and customer loyalty | Narration, discussion |
10 | Reading and literature review | Improving service quality and efficiency | Narration, discussion |
11 | Reading and literature review | Pricing of Services | Narration, discussion |
12 | Reading and literature review | Failure in services and complaint management | Narration, discussion |
13 | Reading and literature review | Examining the services of various sectors in the international field | Narration, discussion |
14 | Reading and literature review | Examining the services of various sectors in the international field | Narration, discussion |
15 | Reading and literature review | Sample Case Analysis | Narration, discussion |
16 | - | FINAL EXAM | - |
17 | - | FINAL EXAM | - |
SOURCE MATERIALS & RECOMMENDED READING |
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Altunışık, R. (2015) Hizmet Pazarlaması ve Stratejileri, İstanbul: Beta Yayınevi |
Koç, E., Hizmet Pazarlaması ve Yönetimi; Global ve Yerel Yaklaşım, Seçkin Yayınevi |
Onaran, B., Özmen, A. (2017) Hizmet Pazarlaması: Stratejik Bir Yaklaşımla, Efil Yayınevi |
Lovelock, C. & Wirtz, J. (2007) Services Marketing,New Jersey: Prentice Hall. |
ASSESSMENT |
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Assessment & Grading of In-Term Activities | Number of Activities | Degree of Contribution (%) | Description |
Level of Contribution | |||||
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0 | 1 | 2 | 3 | 4 | 5 |
KNOWLEDGE |
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Theoretical |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Define the basic concepts of economics, administrative and human sciences. (Bloom 1)
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2 |
Evaluate the economic environment and overall sustainability of firms. (Bloom 4)
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KNOWLEDGE |
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Factual |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Relate principles and concepts of economics and finance with other disciplines. (Bloom 4)
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2 |
Define principles, concepts, methods and theories related with economics and finance. (Bloom 1)
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SKILLS |
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Cognitive |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Interpret the charts and tables related to the field. (Bloom 2)
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SKILLS |
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Practical |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Evaluate the theoretical models of economic policies which have direct or indirect effects by using the facts and dynamics of the economic system.(Bloom 4)
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2 |
Analyze economic and financial reports. ((bloom 4)
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3 |
Use basic mathematics, statistics and econometric methods and tools to solve economic and financial problems. (Bloom 3)
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4 |
Interpret the operation of current economic, political and social events by using institutional information related with Economics and Finance.(Bloom 2)
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OCCUPATIONAL |
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Autonomy & Responsibility |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Organize economic and financial activities in humanitarian and social terms with adherence to ethics. (Bloom 4).
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OCCUPATIONAL |
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Learning to Learn |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Develop a critical perspective on national and international economic, political, social, financial and development problems. (bloom 6)
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OCCUPATIONAL |
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Communication & Social |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Follow the agenda on economics, politics and social issues and improve himself/ herself. (bloom 6)
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OCCUPATIONAL |
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Occupational and/or Vocational |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Analyze current issues and problems by using the structure and properties of Macro and Microeconomics and variables. (Bloom 4)
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2 |
Evaluate the effectiveness of the general economic system and public policies and their effects on markets and basic economic variables.(Bloom 4)
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3 |
Analyze the cause and effect relationships between the relevant economic variables. (Bloom 4)
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4 |
Evaluate the expected trends and portfolio analyzes in interest and exchange rates within the framework of the general financial system. (Bloom 4)
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WORKLOAD & ECTS CREDITS OF THE COURSE UNIT |
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Workload for Learning & Teaching Activities |
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Type of the Learning Activites | Learning Activities (# of week) | Duration (hours, h) | Workload (h) |
Lecture & In-Class Activities | 14 | 3 | 42 |
Preliminary & Further Study | 14 | 2 | 28 |
Land Surveying | 0 | 0 | 0 |
Group Work | 0 | 0 | 0 |
Laboratory | 0 | 0 | 0 |
Reading | 0 | 0 | 0 |
Assignment (Homework) | 0 | 0 | 0 |
Project Work | 0 | 0 | 0 |
Seminar | 0 | 0 | 0 |
Internship | 0 | 0 | 0 |
Technical Visit | 0 | 0 | 0 |
Web Based Learning | 0 | 0 | 0 |
Implementation/Application/Practice | 0 | 0 | 0 |
Practice at a workplace | 0 | 0 | 0 |
Occupational Activity | 0 | 0 | 0 |
Social Activity | 0 | 0 | 0 |
Thesis Work | 0 | 0 | 0 |
Field Study | 0 | 0 | 0 |
Report Writing | 0 | 0 | 0 |
Final Exam | 1 | 1 | 1 |
Preparation for the Final Exam | 7 | 5 | 35 |
Mid-Term Exam | 1 | 1 | 1 |
Preparation for the Mid-Term Exam | 5 | 4 | 20 |
Short Exam | 0 | 0 | 0 |
Preparation for the Short Exam | 0 | 0 | 0 |
TOTAL | 42 | 0 | 127 |
Total Workload of the Course Unit | 127 | ||
Workload (h) / 25.5 | 5 | ||
ECTS Credits allocated for the Course Unit | 5,0 |