BAHÇEŞEHİR UNIVERSITY BİLGİ PAKETİ / DERS KATALOĞU
| MOLECULAR BIOLOGY AND GENETICS | |||||
| Bachelor | TR-NQF-HE: Level 6 | QF-EHEA: First Cycle | EQF-LLL: Level 6 | ||
Course Introduction and Application Information
| Course Code | Course Name | Semester | Theoretical | Practical | Credit | ECTS |
| BA4111 | Services Marketing Management | Spring | 3 | 0 | 3 | 6 |
| This catalog is for information purposes. Course status is determined by the relevant department at the beginning of semester. |
Basic information
| 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. |
Learning Outcomes
|
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. |
Course Content
| to learn critical skills and gain knowledge needed to implement quality service and service strategies for competitive advantage across industries. |
Weekly Detailed Course Contents
| 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 |
Sources
| 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 |
Evaluation System
| 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 | |
ECTS / Workload Table
| Activities | Number of Activities | Workload |
| Course Hours | 15 | 42 |
| Presentations / Seminar | 7 | 7 |
| Homework Assignments | 2 | 2 |
| Final | 15 | 54 |
| Total Workload | 105 | |
Contribution of Learning Outcomes to Programme Outcomes
| No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
| Program Outcomes | Level of Contribution | |
| 1) | Utilize the wealth of information stored in computer databases to answer basic biological questions and solve problems such as diagnosis and treatment of diseases. | 3 |
| 2) | Acquire an ability to compile and analyze biological information, clearly present and discuss the conclusions, the inferred knowledge and the arguments behind them both in oral and written format. | 4 |
| 3) | Develop critical, creative and analytical thinking skills. | 5 |
| 4) | Develop effective communication skills and have competence in scientific speaking, reading and writing abilities in English and Turkish. | 3 |
| 5) | Gain knowledge of different techniques and methods used in genetics and acquire the relevant laboratory skills. | 4 |
| 6) | Detect biological problems, learn to make hypothesis and solve the hypothesis by using variety of experimental and observational methods. | 4 |
| 7) | Gain knowledge of methods for collecting quantitative and qualitative data and obtain the related skills. | 3 |
| 8) | Conduct research through paying attention to ethics, human values and rights. Pay special attention to confidentiality of information while working with human subjects. | 5 |
| 9) | Obtain basic concepts used in theory and practices of molecular biology and genetics and establish associations between them. | 4 |
| 10) | Search and use literature to improve himself/herself and follow recent developments in science and technology. | 5 |
| 11) | Be aware of the national and international problems in the field and search for solutions. | 4 |