Code | Name of the Course Unit | Semester | In-Class Hours (T+P) | Credit | ECTS Credit |
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UIT317 | INTERNATIONAL SERVICE MANAGEMENT | 5 | 3 | 3 | 5 |
GENERAL INFORMATION |
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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. ÇAĞLA TUĞBERK ARIKER |
Instructor(s) of the Course Unit | |
Course Prerequisite | No |
OBJECTIVES AND CONTENTS |
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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) |
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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 |
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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 |
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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 |
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Assessment & Grading of In-Term Activities | Number of Activities | Degree of Contribution (%) | Description |
Level of Contribution | |||||
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0 | 1 | 2 | 3 | 4 | 5 |
KNOWLEDGE |
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Theoretical |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Define the theories, concepts and principles of the basic and sub-fields of business.
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2 |
Explain business functions and processes based on current scientific sources.
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KNOWLEDGE |
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Factual |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Relate internationally valid business cases with the theories and concepts of other social sciences.
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SKILLS |
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Cognitive |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Explain the current events and facts in his / her field analytically and systematically based on advanced knowledge and skills he / she has.
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SKILLS |
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Practical |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Use the theoretical and factual knowledge in business for occupational practices.
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2 |
Solve individual and organizational problems in business life.
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3 |
Use computer programs (SPSS, R, Excel, Stata) efficiently against the complex business problems.
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OCCUPATIONAL |
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Autonomy & Responsibility |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Plan research and work using knowledge and skills gained in the field of business.
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2 |
Organize the activities for organizational goals and purposes independently.
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OCCUPATIONAL |
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Learning to Learn |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Criticize advanced knowledge and skills in the field with a critical approach.
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2 |
Develop the existing knowledge and skills with a critical point of view under the impact of scientific, technological and current developments.
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OCCUPATIONAL |
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Communication & Social |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Express his/her knowledge, thoughts and solutions on business to related stakeholders in written and verbal ways.
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2 |
Use the information and communication technology software and equipment required for business.
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OCCUPATIONAL |
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Occupational and/or Vocational |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Apply the social, scientific, cultural and ethical values at the stages of the collection of data, their implementation, interpretation and announcement of results in the field of business.
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2 |
Relate the concepts of social rights, occupational safety, employee health, quality management and sustainability with the cases in business life.
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WORKLOAD & ECTS CREDITS OF THE COURSE UNIT |
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Workload for Learning & Teaching Activities |
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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 |
Total Workload of the Course Unit | 127 | ||
Workload (h) / 25.5 | 5 | ||
ECTS Credits allocated for the Course Unit | 5,0 |