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ISTANBUL GELİŞİM UNIVERSITY INFORMATION SYSTEM

SERVİCE MARKETING COURSE IDENTIFICATION AND APPLICATION INFORMATION

Code Name of the Course Unit Semester In-Class Hours (T+P) Credit ECTS Credit
IBY317 SERVİCE MARKETING 5 3 3 5

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week Preparatory Topics(Subjects) Method
1 - Introduction to service marketing Lecture, Question-Answer, Discussion
2 Reading Customer satisfaction and service quality Lecture, Question-Answer, Discussion
3 Reading Customer expectations and management Lecture, Question-Answer, Discussion
4 Reading Customer behaviours and perception of service quality Lecture, Question-Answer, Discussion
5 Reading Physical elements in service presentation (serviscape) Lecture, Question-Answer, Discussion
6 Reading Concept of output in service marketing Lecture, Question-Answer, Discussion
7 Reading New service design (Blue Print) Lecture, Question-Answer, Discussion
8 Reading Pricing of the services Lecture, Question-Answer, Discussion
9 Reading Income management (Yield management) Lecture, Question-Answer, Discussion
10 - MID-TERM EXAM -
11 Reading Offer management in service sector Lecture, Question-Answer, Discussion
12 Reading Demand management in service sector Lecture, Question-Answer, Discussion
13 Reading Ways of customer retention Lecture, Question-Answer, Discussion
14 Reading Case Study Lecture, Question-Answer, Discussion
15 Reading Case Study Lecture, Question-Answer, Discussion
16 - FINAL EXAM -
17 - FINAL EXAM -