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 :	, TYY: + , EQF-LLL: , QF-EHEA:
Type of the Course :	Elective
Mode of Delivery of the Course Unit	-
Coordinator of the Course Unit
Instructor(s) of the Course Unit
Course Prerequisite	No

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

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 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