OPTICIANRY (TURKISH)
Associate	TR-NQF-HE: Level 5	QF-EHEA: Short Cycle	EQF-LLL: Level 5

Ders Genel Tanıtım Bilgileri

Course Code:

BA4111

Ders İsmi:

Services Marketing Management

Ders Yarıyılı:

Spring

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:

Associate

TR-NQF-HE:5. Master`s Degree

QF-EHEA:Short Cycle

EQF-LLL:5. 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) The student acquires theoretical and practical knowledge related to his field at a basic level.
2) The student owns information about moral discipline and ethical rules related to his field.
3) The student uses theoretical and practical knowledge related to his field at a basic level; basic fundamental computer programs and related technologies.
4) The student manages a duty independently by using the knowledge about his field at a basic level.
5) The student evaluates the knowledge about his field at a basic level with a critical approach, he designates his learning needs and directs his learning.
6) The student uses information and communication technologies with at least at basic level of European Computer Using Licence basic level of computer software which his field of study requires.
7) The student complies with and contributes to quality management and processes.
8) The student has sufficient consciousness about individual and public health, environmental protection and work safety issues.
9) The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities.

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

	Program Outcomes	Level of Contribution
1)	The student acquires theoretical and practical knowledge related to his field at a basic level.
2)	The student owns information about moral discipline and ethical rules related to his field.
3)	The student uses theoretical and practical knowledge related to his field at a basic level; basic fundamental computer programs and related technologies.
4)	The student manages a duty independently by using the knowledge about his field at a basic level.
5)	The student evaluates the knowledge about his field at a basic level with a critical approach, he designates his learning needs and directs his learning.
6)	The student uses information and communication technologies with at least at basic level of European Computer Using Licence basic level of computer software which his field of study requires.
7)	The student complies with and contributes to quality management and processes.
8)	The student has sufficient consciousness about individual and public health, environmental protection and work safety issues.
9)	The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities.