| CIVIL ENGINEERING | |||||
| Bachelor | TR-NQF-HE: Level 6 | QF-EHEA: First Cycle | EQF-LLL: Level 6 | ||
| Course Code: | BA4111 | ||||||||
| Ders İsmi: | Services Marketing Management | ||||||||
| Ders Yarıyılı: |
Fall Spring |
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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 | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Program Outcomes | ||||||||||
| 1) Adequate knowledge in mathematics, science and civil engineering; the ability to use theoretical and practical knowledge in these areas in complex engineering problems. | ||||||||||
| 2) Ability to identify, formulate, and solve complex engineering problems; ability to select and apply proper analysis and modeling methods for this purpose. | ||||||||||
| 3) Ability to design a complex system, process, structural and/or structural members to meet specific requirements under realistic constraints and conditions; ability to apply modern design methods for this purpose. | ||||||||||
| 4) Ability to develop, select and use modern techniques and tools necessary for the analysis and solution of complex problems encountered in civil engineering applications; ability to use civil engineering technologies effectively. | ||||||||||
| 5) Ability to design, conduct experiments, collect data, analyze and interpret results for the study of complex engineering problems or civil engineering research topics. | ||||||||||
| 6) Ability to work effectively within and multi-disciplinary teams; individual study skills. | ||||||||||
| 7) Ability to communicate effectively in English and Turkish (if he/she is a Turkish citizen), both orally and in writing. | ||||||||||
| 8) Awareness of the necessity of lifelong learning; ability to access information to follow developments in civil engineering technology. | ||||||||||
| 9) To act in accordance with ethical principles, professional and ethical responsibility; having awareness of the importance of employee workplace health and safety. | ||||||||||
| 10) Information about business life practices such as project management, risk management, and change management; awareness of entrepreneurship, innovation, and sustainable development. | ||||||||||
| 11) Knowledge about contemporary issues and the global and societal effects of engineering practices on health, environment, and safety; awareness of the legal consequences of civil engineering solutions. | ||||||||||
| No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
| Program Outcomes | Level of Contribution | |
| 1) | Adequate knowledge in mathematics, science and civil engineering; the ability to use theoretical and practical knowledge in these areas in complex engineering problems. | |
| 2) | Ability to identify, formulate, and solve complex engineering problems; ability to select and apply proper analysis and modeling methods for this purpose. | |
| 3) | Ability to design a complex system, process, structural and/or structural members to meet specific requirements under realistic constraints and conditions; ability to apply modern design methods for this purpose. | |
| 4) | Ability to develop, select and use modern techniques and tools necessary for the analysis and solution of complex problems encountered in civil engineering applications; ability to use civil engineering technologies effectively. | |
| 5) | Ability to design, conduct experiments, collect data, analyze and interpret results for the study of complex engineering problems or civil engineering research topics. | |
| 6) | Ability to work effectively within and multi-disciplinary teams; individual study skills. | |
| 7) | Ability to communicate effectively in English and Turkish (if he/she is a Turkish citizen), both orally and in writing. | |
| 8) | Awareness of the necessity of lifelong learning; ability to access information to follow developments in civil engineering technology. | |
| 9) | To act in accordance with ethical principles, professional and ethical responsibility; having awareness of the importance of employee workplace health and safety. | |
| 10) | Information about business life practices such as project management, risk management, and change management; awareness of entrepreneurship, innovation, and sustainable development. | |
| 11) | Knowledge about contemporary issues and the global and societal effects of engineering practices on health, environment, and safety; awareness of the legal consequences of civil engineering solutions. |
| 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 | |