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. NEZİHA MUSAOĞLU
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 theoretical, political, economic and administrative theories used in the field of Political Science and International Relations.
2	Explain the political history, political ideas, intellectual accumulation of understanding international relations and the way that the history of diplomacy has passed from past to present.
3	List the norms of universal law and human rights, the principles of the modern legal system, the names of modern bureaucratic and administrative structures.

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Explain the Turkish state tradition, the influence of Islam, the accumulation of political thought and its historical background, and compare this accumulation with the current approaches.
2	Evaluate the chronological development of relations between political and diplomatic developments and political / diplomatic facts / events / ideas / actors from past to present.
3	Analyze the structure and functioning of actors, organizations and organizations that determine international relations.

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	In the light of current theoretical debates, apply relevant concepts to current political and international developments.
2	Evaluate the Turkish political tradition, developments with the Turkic community.
3	Use information on the field when comparing the administrative structures of different countries and their diplomatic traditions.

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Formulate the current political developments, developments and arrangements in international relations in the historical and theoretical accumulation.
2	Analyze the functioning of modern political regimes in the light of political and public bureaucratic structures, regulations and developments.
3	Examine and analyze current political developments in the Balkans, the Middle East, Central Asia, North Africa and the Caucasus in terms of both Turkish political history and international relations discipline.

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	To conduct a field-specific study individually and to complete it with discipline and responsibility.
2	To assume duties and responsibilities in a team work as leader or team member and to fulfil them flawlessly.

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Follow the political and administrative developments in the international political system and the bureaucratic organizations operating in this system.
2	Examine the international problems and conflicts, and the problems in the field of administration and politics in detail.

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Follow the current developments in the field of Political Science and International Relations and collaborate with leading names in the field.
2	Examine and analyze academic resources and the written and oral studies on the political developments in the region and the world, especially in the Middle East.
3	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	With the current historical and theoretical knowledge of the field, suggest sustainable, organizational and administrative arrangements aimed at meeting specific goals and solving certain problems.
2	Using the theoretical, economic, political and managerial knowledge, and produce reports on current developments, conflicts and agreements in geography related to world politics and especially in the Middle East.
3	Construct arguments on the current developments in Turkish politics in the light of the laws, regulations, and the important changes in the constitution and administrative law that determine Turkish political life and foreign relations.

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