GASTRONOMY AND CULINARY ARTS | |||||
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) - Possess advanced level theoretical and practical knowledge supported by textbooks with updated information, practice equipments and other resources. | |||||
2) Use of advanced theoretical and practical knowledge within the field. -Interpret and evaluate data, define and analyze problems, develop solutions based on research and proofs by using acquired advanced knowledge and skills within the field. | |||||
3) Inform people and institutions, transfer ideas and solution proposals to problems in written and orally on issues in the field. - Share the ideas and solution proposals to problems on issues in the field with professionals and non-professionals by the support of qualitative and quantitative data. -Organize and implement project and activities for social environment with a sense of social responsibility. -Monitor the developments in the field and communicate with peers by using a foreign language at least at a level of European Language Portfolio B1 General Level. -Use informatics and communication technologies with at least a minimum level of European Computer Driving License Advanced Level software knowledge. | |||||
4) Evaluate the knowledge and skills acquired at an advanced level in the field with a critical approach. -Determine learning needs and direct the learning. -Develop positive attitude towards lifelong learning. | |||||
5) Act in accordance with social, scientific, cultural and ethic values on the stages of gathering, implementation and release of the results of data related to the field. - Possess sufficient consciousness about the issues of universality of social rights, social justice, quality, cultural values and also, environmental protection, worker's health and security. | |||||
6) Conduct studies at an advanced level in the field independently. - Take responsibility both as a team member and individually in order to solve unexpected complex problems faced within the implementations in the field. - Planning and managing activities towards the development of subordinates in the framework of a project |
No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
Program Outcomes | Level of Contribution | |
1) | - Possess advanced level theoretical and practical knowledge supported by textbooks with updated information, practice equipments and other resources. | 2 |
2) | Use of advanced theoretical and practical knowledge within the field. -Interpret and evaluate data, define and analyze problems, develop solutions based on research and proofs by using acquired advanced knowledge and skills within the field. | 4 |
3) | Inform people and institutions, transfer ideas and solution proposals to problems in written and orally on issues in the field. - Share the ideas and solution proposals to problems on issues in the field with professionals and non-professionals by the support of qualitative and quantitative data. -Organize and implement project and activities for social environment with a sense of social responsibility. -Monitor the developments in the field and communicate with peers by using a foreign language at least at a level of European Language Portfolio B1 General Level. -Use informatics and communication technologies with at least a minimum level of European Computer Driving License Advanced Level software knowledge. | 5 |
4) | Evaluate the knowledge and skills acquired at an advanced level in the field with a critical approach. -Determine learning needs and direct the learning. -Develop positive attitude towards lifelong learning. | 3 |
5) | Act in accordance with social, scientific, cultural and ethic values on the stages of gathering, implementation and release of the results of data related to the field. - Possess sufficient consciousness about the issues of universality of social rights, social justice, quality, cultural values and also, environmental protection, worker's health and security. | 3 |
6) | Conduct studies at an advanced level in the field independently. - Take responsibility both as a team member and individually in order to solve unexpected complex problems faced within the implementations in the field. - Planning and managing activities towards the development of subordinates in the framework of a project | 3 |
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 |