| Course Unit Title | Course Unit Code | Type of Course Unit | Level of Course Unit | Year of Study | Semester | ECTS Credits |
|---|---|---|---|---|---|---|
| Service Marketing | ISL365 | Elective | Bachelor's degree | 3 | Fall | 4 |
Name of Lecturer(s)
Prof. Dr. Fazilet Burcu ÇAM
Associate Prof. Dr. Fatih KOÇ
Learning Outcomes of the Course Unit
1) The role and importance of services in today's economies, definition, features, scope and classification of services
2) Service as a product, service design and new services
3) Service pricing
4) Distribution in services
5) Promotion (marketing communication) in services
6) People, physical evidence and process management in services
7) Professional services
8) Service quality management, measurement and models
9) Organization of services and supply-demand management in services
10) Failure in services and complaint management
Program Competencies-Learning Outcomes Relation
| Program Competencies | |||||||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | ||
| Learning Outcomes | |||||||||||
| 1 | High | High | High | High | High | High | High | Middle | High | Middle | |
| 2 | High | High | High | Middle | High | High | High | High | High | Middle | |
| 3 | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | No relation | |
| 4 | Middle | Middle | Middle | Middle | Middle | Middle | Middle | Middle | Middle | Middle | |
| 5 | Middle | Middle | Middle | Middle | Middle | Middle | Middle | Middle | Middle | Middle | |
| 6 | High | Middle | High | High | High | High | High | High | High | Middle | |
| 7 | Middle | Middle | Middle | Middle | Middle | Middle | Middle | Middle | High | Middle | |
| 8 | Middle | Middle | Middle | Middle | High | High | Middle | High | Middle | High | |
| 9 | Middle | High | Middle | High | Middle | Middle | High | High | Middle | High | |
| 10 | High | Low | Middle | Low | Middle | High | Middle | High | Middle | Middle | |
Mode of Delivery
Face to Face
Prerequisites and Co-Requisites
None
Recommended Optional Programme Components
Marketing Principles
Course Contents
The role and importance of services in today's economies, definition, features, scope and classification of services, service as a product, service design, new services, marketing mix of services, professional services, service quality management and measurement, complaint management in services.
Recommended or Required Reading
Planned Learning Activities and Teaching Methods
Assessment Methods and Criteria
Contribution of Midterm Examination to Course Grade |
40% |
|---|---|
Contribution of Final Examination to Course Grade |
60% |
Total |
100% |
Language of Instruction
Turkish
Work Placement(s)
Not Required