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Ders Tanımı

Ders Kodu Yarıyıl T+U Saat Kredi AKTS
SERVICE MARKETING ISL 315 5 2 + 0 2 5
Ön Koşul Dersleri
Önerilen Seçmeli Dersler
Dersin Dili Türkçe
Dersin Seviyesi Lisans
Dersin Türü SECMELI
Dersin Koordinatörü Arş.Gör.Dr. EMRE YILDIRIM
Dersi Verenler Arş.Gör.Dr. EMRE YILDIRIM
Dersin Yardımcıları
Dersin Kategorisi
Dersin Amacı
The aim of this course is to explain students fundamental concepts in service marketing, service marketing mix elements, and what service businesses should do about
Dersin İçeriği
This course consists of teaching, definition of service marketing, analyzing environmental conditions that affect service marketing business and explaining service marketing mix which is service marketing elements
Dersin Öğrenme Çıktıları Öğretim Yöntemleri Ölçme Yöntemleri
1 - Explains basic concepts and topics concerning services marketing 1 - 2 - 3 - 14 - A -
2 - Analyses and forms the services marketing mix 1 - 2 - 3 - 12 - A - B - C -
3 - Makes synthesis on the concepts of service quality, suctomer expectations and customer satisfaction and make some suggestion in relation to marketing practices 1 - 3 - 12 - 14 - A - B -
4 - Understands the concept of product design in services and formulates service design practices for various service sectors 1 - 2 - 3 - 10 - 12 - A - C - D -
5 - Makes analysis regarding supply and demand management for services and forms marketing strategies in light of these analyse 1 - 3 - 12 - 14 - A - C -
6 - Explains the fundamental concepts in relation to pricing decisions in services industry and able to develop pricing strategies 1 - 2 - 3 - 14 - A - B - C -
7 - Understands the SERVICESCAPE concept and applies it 1 - 3 - 12 - 14 - B - C - D -
Öğretim Yöntemleri: 1:Lecture 2:Question-Answer 3:Discussion 14:Self Study 12:Case Study 10:Brain Storming
Ölçme Yöntemleri: A:Testing B:Oral Exam C:Homework D:Project / Design

Ders Akışı

Hafta Konular ÖnHazırlık
1 Introduction to service marketing
2 Customer Satisfaction and service quality
3 Customer expectations management
4 Consumer behavior and perceptions of service quality
5 Service cape in service offer
6 Product concept in service marketing
7 New service design
8 Midterm Exam
9 Pricing in service marketing
10 Yield management
11 Supply management in service sector
12 Demand management in service sector
13 Customer retention ways
14 Case studies

Kaynaklar

Ders Notu
Ders Kaynakları

Döküman Paylaşımı


Dersin Program Çıktılarına Katkısı

No Program Öğrenme Çıktıları KatkıDüzeyi
1 2 3 4 5
1 Having adequte scientific knowledge of Human Resources Management, basic business concepts and other social sciences
2 Thinking critically and analytically
3 Having knowledge of communication and information technologies
4 In-depth understanding of the research process and application of a range of research techniques into studies, researches and projects
5 In-depth understanding of usage of Human Resources Management and other social sciences theoretical and applied knowledge together.
6 Ability to interpret basic Business concepts from Human Resource Management perspective
7 Ability to implement basic HRM responsibilities in institutions such as HR Planning and staffing, labor relations, occupational healthy and safety, training planning, performance and rewards management, career planning, employment and interview techniques and legal HR issues
8 Implementing quality process approach into HRM process by considering institutional development, internal and external customer satisfaction; in case of need, having sense of responsibility making contribution for problem solving and continuous development and process excellence ability by problem identification, goal setting, reorganisation and change management skills
9 Management of resources and assets by considering budgetary, financial and legal issues; management of projects/operations with the ability of planning, implementation, and auditing; Having skills on management of self and other people
10 Enriching result oriented working approach with continous learning approach
11 Strong oral and written communication skills and ability to present ideas and information effectively
12 Being good at one foreign language, ability to communicate written and orally
13 Ability to work with people of various cultural and educational background by valuing team work, developing emphathy and listening skills
14 Being conscious on social, academic and professional ethical values
15 Development of critical theoretical appreciation of ´how´, ´why´ and ´where´ HRM contributes to and supports employee and societal development, and implementing these approach for applied and graduate projects and working life

Değerlendirme Sistemi

YARIYIL İÇİ ÇALIŞMALARI SIRA KATKI YÜZDESİ
AraSinav 1 46
KisaSinav 1 12
KisaSinav 2 12
Odev 1 30
Toplam 100
Yıliçinin Başarıya Oranı 50
Finalin Başarıya Oranı 50
Toplam 100

AKTS - İş Yükü

Etkinlik Sayısı Süresi(Saat) Toplam İş yükü(Saat)
Course Duration (Including the exam week: 16x Total course hours) 16 2 32
Hours for off-the-classroom study (Pre-study, practice) 16 2 32
Performance Task (Laboratory) 1 20 20
Toplam İş Yükü 84
Toplam İş Yükü /25(s) 3.36
Dersin AKTS Kredisi 3.36
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