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SERVİCE MARKETING PROGRAMME COURSE DESCRIPTION

Code Name of the Course Unit Semester In-Class Hours (T+P) Credit ECTS Credit
IBY317 SERVİCE MARKETING 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 Face to face
Coordinator of the Course Unit Assist.Prof.Dr. TAMER SARAÇYAKUPOĞLU
Instructor(s) of the Course Unit

OBJECTIVES AND CONTENTS

Objectives of the Course Unit: This course aims to provide the student with knowledge and skills of analyzing the expanded marketing mix in service management by using basic concepts related to service marketing.
Contents of the Course Unit: Contents of the course include service marketing, environmental conditions affecting actions of service marketing, service marketing mix and new product design (blue print) in service management.

KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to)

Explain concepts related to service marketing.
Analyze service marketing mix.
Analyze methods of offer and demand in service sector.
Create pricing strategies for service sector.

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 - MID-TERM EXAM -
9 Reading Pricing of the services Lecture, Question-Answer, Discussion
10 Reading Income management (Yield management) Lecture, Question-Answer, Discussion
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 -

SOURCE MATERIALS & RECOMMENDED READING

Ozturk, A. (2006). “Hizmet Pazarlamasi”, Ekin Bookstore.
Islamoglu, A. (2006). “Hizmet Pazarlamasi”, Beta Publications.
Karahan, K. (2000). “Hizmet Pazarlamasi”, Beta Publications.
Tek, O. (1999). “Pazarlama Ilkeleri, Global Yonetimsel Yaklasim Turkiye Uygulamalari”, 7.Edition, Cem ofset.

ASSESSMENT

Assessment & Grading of In-Term Activities Number of Activities Degree of Contribution (%) Description
Mid-Term Exam 1 50
Final Exam 1 50
TOTAL 2 100
Level of Contribution
0 1 2 3 4 5

CONTRIBUTION OF THE COURSE UNIT TO THE PROGRAMME LEARNING OUTCOMES

KNOWLEDGE

Theoretical

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Define the basic concepts of aeronautical standards and rules. (Bloom 1)
0

KNOWLEDGE

Factual

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Organize teamwork during the collection, interpretation, announcement and application of data related to the field. (Bloom 6)
1

SKILLS

Cognitive

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Perform theoretical and practical knowledge related to his/her field in business life using analytical methods and modeling techniques. (Bloom 4)
1
2
Choose updated documents, modern techniques and tools required for maintenance applications. (Bloom 2)
0
3
Use maintenance manuals and other sources of information in business life to obtain information about the field
0
4
Determine the actualities of all technical and administrative documents related with the field. (Bloom 1)
1

SKILLS

Practical

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Use computer software, information and communication technologies at the level required by the field
0
2
Interpret the sketches, scheme, graphics that describe the subject. (Bloom 2)
0

OCCUPATIONAL

Autonomy & Responsibility

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Develop solutions for problems faced during application. (Bloom 6)
0

OCCUPATIONAL

Learning to Learn

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Determine the learning requirements related with his/her field. (Bloom 3)
0
2
Use the lifelong learning principles in occupational development. (Bloom 3)
0

OCCUPATIONAL

Communication & Social

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Apply the technical drawing knowledge effectively in business life. (Bloom 3)
0
2
By informing the relevant persons and institutions about the related field; state his / her thoughts and suggestions for solutions in the field.
0
3
Debate his/her ideas and solution suggestions with experts by supporting them with quantitative and qualitative data. (Bloom 2)
0
4
Participate in training related to the field at international level. (Bloom 3)
0
5
Organize activities for the professional development of employees under his/her responsibility. (Bloom 6).
0

OCCUPATIONAL

Occupational and/or Vocational

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Use the knowledge and skills obtained during undergraduate education in work life. (Bloom 3)
0
2
Solve the problems encountered in his/her field. (Bloom 3)
0
3
Apply the necessary culture of behavior in the areas of quality management and processes and environmental protection and occupational safety (Bloom 3)
1
4
Locate the awareness of safety factor to himself and to the team. (Bloom 1
1

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 13 3 39
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 6 4 24
Mid-Term Exam 1 1 1
Preparation for the Mid-Term Exam 7 3 21
Short Exam 0 0 0
Preparation for the Short Exam 0 0 0
TOTAL 42 0 128
Total Workload of the Course Unit 128
Workload (h) / 25.5 5
ECTS Credits allocated for the Course Unit 5,0