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	Prof. ŞENOL DURGUN
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	Define the basic concepts of economics, administrative and human sciences.
2	Explain the general structure, operation and public policy formation process of administration.
3	Relate the principles and rules of political behavior, behavior and leadership in organizations.
4	Relate the knowledge of ecological, economic and social sustainability with information related to the field.

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Use information about his / her field in professional life and everyday life.
2	Use information related to ecological, economic and social sustainability in professional life and everyday life.

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Interpret current political and administrative developments and the functioning of the democratic system by using the knowledge of political science and public administration.
2	Define the basic concepts of management, urbanization, environmental policies, political and legal sciences.
3	Relate professional knowledge of management, urbanization, environmental policies, politics and legal sciences to universal values

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Compare the administrative structures and country management models by using the theoretical knowledge in the field of political science and public.
2	Organize events between the public, private sector and voluntary organizations.

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Collaborate with the people in the field of political science and public administration.
2	By using the accumulation of knowledge in political science and public administration; manage project, event and social responsibility activities.

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Analyze existing structures with a critical approach based on universal legal norms and administrative structures.
2	Apply the written and unwritten legal rules and ethical codes in his / her personal and professional life.

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Improve himself/herself by following the political and administrative agenda and the written-oral work on the agenda.
2	Debate in the field of political science and public administration with different target groups in multicultural environments.

OCCUPATIONAL
Occupational and/or Vocational
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Taking advantage of the existing history and theoretical knowledge of the field; interpret and analyze current issues, events and problems.
2	Develop original plans and programs to guide the functioning of political and bureaucratic institutions.
3	Develop alternative public policy proposals in the construction and implementation of sustainable and effective public policies.
4	Design reform programs aimed at making and improving the functioning of political and administrative organizations.

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