PERFORMING ARTS
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 Fall	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)	They acquire theoretical, historical and aesthetic knowledge specific to their field by using methods and techniques related to performing arts (acting, dance, music, etc.).	2
2)	They have knowledge about art culture and aesthetics and they provide the unity of theory and practice in their field.	2
3)	They are aware of national and international values in performing arts.	2
4)	Abstract and concrete concepts of performing arts; can transform it into creative thinking, innovative and original works.	1
5)	They have the sensitivity to run a business successfully in their field.	3
6)	Develops the ability to perceive, think, design and implement multidimensional from local to universal.	3
7)	They have knowledge about the disciplines that the performing arts field is related to and can evaluate the interaction of the sub-disciplines within their field.	2
8)	They develop the ability to perceive, design, and apply multidimensionality by having knowledge about artistic criticism methods.	3
9)	They can share original works related to their field with the society and evaluate their results and question their own work by using critical methods.	1
10)	They follow English language resources related to their field and can communicate with foreign colleagues in their field.	1
11)	By becoming aware of national and international values in the field of performing arts, they can transform abstract and concrete concepts into creative thinking, innovative and original works.	3
12)	They can produce original works within the framework of an interdisciplinary understanding of art.	2
13)	Within the framework of the Performing Arts Program and the units within it, they become individuals who are equipped to take part in the universal platform in their field.	3
14)	Within the Performing Arts Program, according to the field of study; have competent technical knowledge in the field of acting and musical theater.	2
15)	They use information and communication technologies together with computer software that is at least at the Advanced Level of the European Computer Use License as required by the field.	3