INDUSTRIAL PRODUCTS DESIGN | |||||
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) | Having the theoretical and practical knowledge proficiency in the discipline of industrial product design | |
2) | Applying professional knowledge to the fields of product, service and experience design development | |
3) | Understanding, using, interpreting and evaluating the design concepts, knowledge and language | |
4) | Knowing the research methods in the discipline of industrial product design, collecting information with these methods, interpreting and applying the collected knowledge | |
5) | Identifying the problems of industrial product design, evaluating the conditions and requirements of problems, producing proposals of solutions to them | |
6) | Developing the solutions with the consideration of social, cultural, environmental, economic and humanistic values; being sensitive to personal differences and ability levels | |
7) | Having the ability of communicating the knowledge about design concepts and solutions through written, oral and visual methods | |
8) | To identify and apply the relation among material, form giving, detailing, maintenance and manufacturing methods of design solutions | |
9) | Using the computer aided information and communication technologies for the expression of industrial product design solutions and applications | |
10) | Having the knowledge and methods in disciplines like management, engineering, psychology, ergonomics, visual communication which support the solutions of industrial product design; having the ability of searching, acquiring and using the knowledge that belong these disciplines when necessary. | |
11) | Using a foreign language to command the jargon of industrial product design and communicate with the colleagues from different cultures | |
12) | Following and evaluating the new topics and trends that industrial product design needs to integrate according to technological and scientific developments |