INTERNATIONAL TRADE AND BUSINESS | |||||
Bachelor | TR-NQF-HE: Level 6 | QF-EHEA: First Cycle | EQF-LLL: Level 6 |
Course Code: | BA4111 | ||||||||
Ders İsmi: | Services Marketing Management | ||||||||
Ders Yarıyılı: |
Spring Fall |
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Ders Kredileri: |
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Language of instruction: | English | ||||||||
Ders Koşulu: | |||||||||
Ders İş Deneyimini Gerektiriyor mu?: | No | ||||||||
Type of course: | Non-Departmental Elective | ||||||||
Course Level: |
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Mode of Delivery: | Face to face | ||||||||
Course Coordinator : | Dr. Öğr. Üyesi GÜLBERK GÜLTEKİN SALMAN | ||||||||
Course Lecturer(s): | |||||||||
Course Assistants: |
Course Objectives: | The course aims at providing an insight about how different frameworks and analytical procedures can best be used in order to examine the varied challenges faced by managers in different service settings. |
Course Content: | to learn critical skills and gain knowledge needed to implement quality service and service strategies for competitive advantage across industries. |
The students who have succeeded in this course;
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Week | Subject | Related Preparation |
1) | Why Study Services? | |
2) | Understanding Services Process | |
3) | Managing Service Encounters | |
4) | Customer Behavior in Service Environment Relationship Marketing and Customer Loyalty | |
5) | Complaint Handling and Service Recovery The Service Product | |
6) | Pricing Strategies for Services | |
7) | Promotion and Education Service Positioning and Design | |
8) | Review | |
9) | Creating Delivery Systems in Place, Cyberspace and Time | |
10) | Creating Value Through Productivity | |
11) | Balancing Demand and Capacity | |
12) | Managing Customer Waiting Lines and Reservations PROJECT PRESENTATIONS | |
13) | Employee Roles in Service Organizations PROJECT PRESENTATIONS | |
14) | Organizing for Service Leadership PROJECT PRESENTATIONS |
Course Notes / Textbooks: | “Principles of Service Marketing and Management”, Second Edition Christopher Lovelock and Lauren Wright Pearson Prentice Hall,2002 |
References: | “Services Marketing-Integrating Customer Focus Acroos The Firm” 6th Edition- 2013 Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D Gremler McGraw Hill |
Ders Öğrenme Kazanımları | ||||||||
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Program Outcomes | ||||||||
1) Has theoretical and practical knowledge on management, business, trade, economy, entrepreneurship, innovation, sustainable development related to International Trade and Business and can use this information | ||||||||
2) Can collect data from different sources in the global business world and successfully apply research techniques, use information and communication technologies. | ||||||||
3) Can analyze opportunities and threats with strategic thinking skills by using different resources and channels in the ever-changing global business world. | ||||||||
4) Can communicate orally and in writing with a good knowledge of English grammar. | ||||||||
5) He / she can transfer the knowledge and skills he / she has acquired in the field to the relevant people in written and oral form and evaluate them critically. | ||||||||
6) Adopts the principles of business ethics with the awareness of professional responsibility and can apply these principles within the framework of legal rules in the field of global trade and business. | ||||||||
7) He / she can collaborate in and out of the field, take responsibility, respect cultural differences and have ethical values. | ||||||||
8) Has sufficient awareness of social rights, justice, cultural values, environmental awareness, occupational health and safety. | ||||||||
9) With the lifelong learning skill acquired, she/he can identify learning needs and improve herself/himself |
No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
Program Outcomes | Level of Contribution | |
1) | Has theoretical and practical knowledge on management, business, trade, economy, entrepreneurship, innovation, sustainable development related to International Trade and Business and can use this information | |
2) | Can collect data from different sources in the global business world and successfully apply research techniques, use information and communication technologies. | |
3) | Can analyze opportunities and threats with strategic thinking skills by using different resources and channels in the ever-changing global business world. | |
4) | Can communicate orally and in writing with a good knowledge of English grammar. | |
5) | He / she can transfer the knowledge and skills he / she has acquired in the field to the relevant people in written and oral form and evaluate them critically. | |
6) | Adopts the principles of business ethics with the awareness of professional responsibility and can apply these principles within the framework of legal rules in the field of global trade and business. | |
7) | He / she can collaborate in and out of the field, take responsibility, respect cultural differences and have ethical values. | |
8) | Has sufficient awareness of social rights, justice, cultural values, environmental awareness, occupational health and safety. | |
9) | With the lifelong learning skill acquired, she/he can identify learning needs and improve herself/himself |
Semester Requirements | Number of Activities | Level of Contribution |
Attendance | 14 | % 10 |
Quizzes | 5 | % 5 |
Homework Assignments | 10 | % 10 |
Project | 25 | % 25 |
Midterms | 20 | % 20 |
Final | 30 | % 30 |
Total | % 100 | |
PERCENTAGE OF SEMESTER WORK | % 70 | |
PERCENTAGE OF FINAL WORK | % 30 | |
Total | % 100 |
Activities | Number of Activities | Workload |
Course Hours | 15 | 42 |
Presentations / Seminar | 7 | 7 |
Homework Assignments | 2 | 2 |
Final | 15 | 54 |
Total Workload | 105 |