| Course Unit Title | Course Unit Code | Type of Course Unit | Level of Course Unit | Year of Study | Semester | ECTS Credits |
|---|---|---|---|---|---|---|
| Service Marketing | BSP116 | Compulsory | Associate degree | 1 | Spring | 4 |
Name of Lecturer(s)
Lecturer Elvan AKSEN
Lecturer Emine DEMİRCİLİ
Learning Outcomes of the Course Unit
1) Plan the presentation of service
2) Explain the distribution channels of services
3) Apply the different pricing approaches for services
4) Explain the elements of promotion
5) Plan the demand and capacity management of services
6) Define the concept of service
7) Explain the quality of services
8) Explain the importance of the customer
Program Competencies-Learning Outcomes Relation
| Program Competencies | |||||||||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | ||
| Learning Outcomes | |||||||||||||
| 1 | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | Low | Low | |
| 2 | Low | Low | No relation | No relation | No relation | No relation | No relation | No relation | Low | Low | Low | Low | |
| 3 | No relation | Low | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | |
| 4 | Low | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | High | Low | Low | |
| 5 | Low | No relation | No relation | No relation | No relation | No relation | No relation | No relation | Low | Low | Low | Low | |
| 6 | Middle | No relation | No relation | No relation | No relation | No relation | No relation | No relation | Middle | Middle | Middle | Middle | |
| 7 | Middle | No relation | No relation | No relation | No relation | No relation | No relation | No relation | Middle | Middle | Middle | Middle | |
| 8 | Middle | No relation | No relation | No relation | No relation | No relation | No relation | No relation | Middle | Middle | Middle | Middle | |
Mode of Delivery
Face to Face
Prerequisites and Co-Requisites
None
Recommended Optional Programme Components
Not Required
Course Contents
This course includes defining the concept of service ,common characteristics of services, the importance of the service sector, marketing mix in services, classification of services; product concept in services; distribution of services, pricing of services, promotion, human factor in service marketing, customer complaints, qualified service.
Weekly Schedule
1) Service concept and the importance of the service sector.2) Basic characteristics of services
3) Classification of services
4) Marketing mix in services
5) Product concept in service marketing
6) Distribution decisions in services
7) Price decsions in services
8) Midterm examination/Assessment
9) Promotion decisions in service
10) Customer expectations and management
11) Supply and demand management in service sector
12) Customer satisfaction
13) Service quality
14) Customer complaints
15) Sample events
16) Final examination
Recommended or Required Reading
Planned Learning Activities and Teaching Methods
1) Lecture
2) Question-Answer
3) Discussion
4) Case Study
Assessment Methods and Criteria
Language of Instruction
Turkish
Work Placement(s)
Not Required