SPEECH AND LANGUAGE THERAPY
Bachelor	TR-NQF-HE: Level 6	QF-EHEA: First Cycle	EQF-LLL: Level 6

Ders Genel Tanıtım Bilgileri

Course Code:

BA4111

Ders İsmi:

Services Marketing Management

Ders Yarıyılı:

Spring
Fall

Ders Kredileri:

Theoretical	Practical	Credit	ECTS
3	0	3	6

Language of instruction:

English

Ders Koşulu:

Ders İş Deneyimini Gerektiriyor mu?:

Type of course:

Non-Departmental Elective

Course Level:

Bachelor

TR-NQF-HE:6. Master`s Degree

QF-EHEA:First Cycle

EQF-LLL:6. Master`s Degree

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;

Learning Outcomes

1 - Knowledge
Theoretical - Conceptual
2 - Skills
Cognitive - Practical
3 - Competences
Communication and Social Competence
Learning Competence
Field Specific Competence
Competence to Work Independently and Take Responsibility

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) To use theoretic and methodological approach, evidence-based principles and scientific literature in Speech and Language Therapy field systematically for practice.
2) To have theoretic and practical knowledge for individual's, family's and the community's health promotion and protection.
3) To use information and health technologies in practice and research in the field of Speech and Language Therapy.
4) To communicate effectively with advisee, colleagues for effective professional relationships.
5) To be able to monitor occupational information using at least one foreign language, to collaborate and communicate with colleagues at international level.
6) To use life-long learning, problem-solving and critical thinking skills.
7) To act in accordance with ethical principles and values in professional practice.
8) To take part in research, projects and activities within sense of social responsibility and interdisciplinary approach.
9) To be able to search for literature in health sciences databases and information sources to access to information and use the information effectively.
10) To take responsibility and participate in the processes actively for training of other therapist, education of health professionals and individuals about speech and languege therapy.
11) To carry out speech and languge therapy practices considering cultural differences and different health needs of different groups in the community.

No Effect	1 Lowest	2 Low	3 Average	4 High	5 Highest

	Program Outcomes	Level of Contribution
1)	To use theoretic and methodological approach, evidence-based principles and scientific literature in Speech and Language Therapy field systematically for practice.
2)	To have theoretic and practical knowledge for individual's, family's and the community's health promotion and protection.
3)	To use information and health technologies in practice and research in the field of Speech and Language Therapy.
4)	To communicate effectively with advisee, colleagues for effective professional relationships.
5)	To be able to monitor occupational information using at least one foreign language, to collaborate and communicate with colleagues at international level.
6)	To use life-long learning, problem-solving and critical thinking skills.
7)	To act in accordance with ethical principles and values in professional practice.
8)	To take part in research, projects and activities within sense of social responsibility and interdisciplinary approach.
9)	To be able to search for literature in health sciences databases and information sources to access to information and use the information effectively.
10)	To take responsibility and participate in the processes actively for training of other therapist, education of health professionals and individuals about speech and languege therapy.
11)	To carry out speech and languge therapy practices considering cultural differences and different health needs of different groups in the community.