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INTERNATIONAL SERVICE MANAGEMENT COURSE IDENTIFICATION AND APPLICATION INFORMATION

Code Name of the Course Unit Semester In-Class Hours (T+P) Credit ECTS Credit
UIT317 INTERNATIONAL SERVICE MANAGEMENT 7 3 3 5

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY

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 -