INTERNATIONAL SERVICE MANAGEMENT PROGRAMME COURSE DESCRIPTION

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

GENERAL INFORMATION
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	Assist.Prof. RAMAZAN İNAN
Instructor(s) of the Course Unit
Course Prerequisite	No

OBJECTIVES AND CONTENTS
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)
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
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
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
Assessment & Grading of In-Term Activities	Number of Activities	Degree of Contribution (%)	Description

Level of Contribution
0	1	2	3	4	5

KNOWLEDGE
Theoretical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Describe the basic characteristics of the tourism industry and the basic concepts related to the Tourism Guidance profession and relate those with the characteristics of tourism businesses
2	Discusses the structure, operation and importance of tourism industry in country development and relates with tourism business

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Explains and interprets culture, history, religion, art, geography way of thinking and way of life the various civilizations who lived in Turkey.

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Plans a tour program considering the travel purpose, the type and the characteristics of the touristic region in accordance with the theoretical knowledge gained in the field of Tourism Guidance and discusses the functioning.
2	Underlines the importance of professional development by following scientific and current developments in the fields of tourism, art and archeology, and acts defensive attitude and behavior towards the necessity of lifelong learning.

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Analyzes numerical and statistical data and results in accordance with ethical values for current practices in the field of tourism .
2	Knows and applies the legal regulations related to tourism field, tourist guidance professional law and professional organizations.

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	By taking leadership role in tour groups; administers the tour program and solves possible problems during the tour.

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Uses the skills of explaining and presenting Turkey's and other regions natural and cultural assets that have, ancient city, ruins and historical artefacts and architectural art, culture, cuisine, folklore, flora and fauna features of regions etc.

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Shows the communication skill and presentation skill effectively in written and verbal and expresse his / her professional knowledge accurately and effectively.
2	Shows reading, writing, comprehension, speaking and writing skills in English and in a second foreign language (Arabic, Russian, Chinese).)

OCCUPATIONAL
Occupational and/or Vocational
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Uses knowledge and competences related to preparation, implementation and supervision of a tour.
2	By using the personality traits that have social skills required by the Tourism Guidance profession; arranges projects, organizations and activities with sustainable, societal and social content specific to the field.
3	Shows a sensitive attitude towards the negative effects of tourism on the physical and social environment, acts with the consciousness of preserving abstract and concrete cultural assets

WORKLOAD & ECTS CREDITS OF THE COURSE UNIT
Workload for Learning & Teaching Activities
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