| EUROPEAN UNION RELATIONS | |||||
| Bachelor | TR-NQF-HE: Level 6 | QF-EHEA: First Cycle | EQF-LLL: Level 6 | ||
| Course Code | Course Name | Semester | Theoretical | Practical | Credit | ECTS |
| BA4111 | Services Marketing Management | Fall | 3 | 0 | 3 | 6 |
| This catalog is for information purposes. Course status is determined by the relevant department at the beginning of semester. |
| Language of instruction: | English |
| Type of course: | Non-Departmental Elective |
| Course Level: | Bachelor’s Degree (First Cycle) |
| Mode of Delivery: | Face to face |
| Course Coordinator : | Dr. Öğr. Üyesi GÜLBERK GÜLTEKİN SALMAN |
| Course Lecturer(s): |
Dr. Öğr. Üyesi GÜLBERK GÜLTEKİN SALMAN Prof. Dr. İPEK ALTINBAŞAK FARİNA |
| Recommended Optional Program Components: | None |
| 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. |
|
The students who have succeeded in this course; The students who have succeeded in this course; will 1. Have an in-depth appreciation and understanding of the unique challenges inherent in managing and delivering quality services. Participants will be introduced to and have the opportunity to work with tools and strategies that address these challenges. 2. Develop an understanding of the “state of the art” service management thinking. 3. Promote a customer service-oriented mindset. 4. Learn strategies, tools and approaches for addressing the unique challenges of service management and marketing; 5. Develop essential service quality knowledge and skills and be prepared to apply them in an actual business context; 6. Become a more perceptive and effective manager and consumer through understanding the complexities of service design, delivery, and communication; 7. Learn an appreciation of the inter-functional coordination necessary to deliver quality service. 8. Further develop communication skills through written projects, team-based work and oral presentations. |
| to learn critical skills and gain knowledge needed to implement quality service and service strategies for competitive advantage across industries. |
| 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 |
| 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 | % 45 | |
| PERCENTAGE OF FINAL WORK | % 55 | |
| 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 | |
| No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
| Program Outcomes | Level of Contribution | |
| 1) | To be able to examine, interpret data and assess ideas with the scientific methods in the area of EU studies. | 2 |
| 2) | To be able to inform authorities and institutions in the area of EU studies, to be able to transfer ideas and proposals supported by quantitative and qualitative data about the problems. | 2 |
| 3) | To be introduced to and to get involved in other disciplines that EU studies are strongly related with (political science, international relations, law, economics, sociology, etc.) and to be able to conduct multi-disciplinary research and analysis on European politics. | 3 |
| 4) | To be able to evaluate current news on European Union and Turkey-EU relations and identify, analyze current issues relating to the EU’s politics and policies. | 2 |
| 5) | To be able to use English in written and oral communication in general and in the field of EU studies in particular. | 1 |
| 6) | To have ethical, social and scientific values throughout the processes of collecting, interpreting, disseminating and implementing data related to EU studies. | 1 |
| 7) | To be able to assess the historical development, functioning of the institutions and decision-making system and common policies of the European Union throughout its economic and political integration in a supranational framework. | 2 |
| 8) | To be able to evaluate the current legal, financial and institutional changes that the EU is going through. | 2 |
| 9) | To explain the dynamics of enlargement processes of the EU by identifying the main actors and institutions involved and compare previous enlargement processes and accession process of Turkey. | 2 |
| 10) | To be able to analyze the influence of the EU on political, social and economic system of Turkey. | 2 |
| 11) | To acquire insight in EU project culture and to build up project preparation skills in line with EU format and develop the ability to work in groups and cooperate with peers. | 2 |
| 12) | To be able to recognize theories and concepts used by the discipline of international relations and relate them to the historical development of the EU as a unique post-War political project. | 3 |