PUBLIC RELATIONS AND PUBLICITY | |||||
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 | Spring 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) | 1) To prepare the students to become communication professionals by focusing on strategic thinking, professional writing, ethical practice and innovative use of traditional and new media 2) To be able to have the ability to explain and identify problems associated with the relationships between events and facts in the areas of public relations, persuasive communication, communication management, corporate communications. 3) To be able to understand how an organizational culture works and how employees and leaders create messages as a communication tool. 4) To be able to critically discuss and interpret theories, concepts, methods, tools and ideas in the field of public relations. | |
2) | 1) To be able to create effective public relations plans using fundamental planning components that include situation analysis, public profile, objectives, strategies and tactics. 2) To be able to analyze primary and secondary research data in the fields of perception and reputation management and corporate communication practices. 3) To be able to develop creative and persuasive management skills in terms of reputation, employee relations, leadership and similar corporate practices. 4) To be able to explain and describe business marketing activities, economics, business law and global business practices. | |
3) | 1) To be able to search, write, and design articles, newsletters, and fliers, brochures, and announcements, in styles and formats appropraite various audiences, mediums and settings. 2) To be able to to use information, communication technologies and computer software with the required level of public relations, marketing communication, persuasive communication, communication management, corporate communications. Learning Competence 1) To be able to recognize national and international, social and cultural dimensions of public relations. Field Specific Competence 1) To be able to apply theoretical concepts related to mass communication, consumer behavior, psychology, persuasion,sociology, marketing, and other related fields to understand how public realtions works. 2) To be able to apply the underlying theories of communication and the necessities of work safety to different types of public relations processes and campaigns. Competence to Work Independently and Take Responsibility 1) To be able to take responsibility in an individual capacity or as a team in generating solutions to given scenarios which can occur in public relations processes. |