| OPERATING ROOM SERVICES (TURKISH) | |||||
| Associate | TR-NQF-HE: Level 5 | QF-EHEA: Short Cycle | EQF-LLL: Level 5 | ||
| 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. |
| Language of instruction: | English |
| Type of course: | Non-Departmental Elective |
| Course Level: | Associate (Short 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) | The use of theoretical knowledge in practice | |
| 2) | Effective use the terminology of the field | |
| 3) | Behave according to basic professional legislation related the field | |
| 4) | Use information and communication technology, express professional knowledge through written and verbal/non-verbal communication | |
| 5) | Express the social, scientific, cultural and ethical values of professional | |
| 6) | Behave according to quality management and processes and participate in these processes | |
| 7) | Develop themselves personally and professionally updating knowledge, skills and competencies of the field with lifelong learning awareness | |
| 8) | Use basic level knowledge and skills related the field, interpret and evaluate the data, identify potential problems and solve them | |
| 9) | Implement techniques according to developing technology and use new tools and devices | |
| 10) | The ability to prepare the operating room for surgery | |
| 11) | The ability to admit the patient into the operating room and to provide assistance for post - operational transport | |
| 12) | The ability to have theoretical and practical knowledge related to the field at a basic level |