| LOGISTIC MANAGEMENT | |||||
| 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 | 3 | 0 | 3 | 6 |
| The course opens with the approval of the Department at the beginning of each semester |
| Language of instruction: | En |
| Type of course: | Departmental Elective |
| Course Level: | Bachelor |
| 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 |
| 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: | “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 |
| Laboratory | % 0 | |
| Application | % 0 | |
| Field Work | % 0 | |
| Special Course Internship (Work Placement) | % 0 | |
| Quizzes | 5 | % 5 |
| Homework Assignments | 10 | % 10 |
| Presentation | % 0 | |
| Project | 25 | % 25 |
| Seminar | % 0 | |
| Midterms | 20 | % 20 |
| Preliminary Jury | % 0 | |
| Final | 30 | % 30 |
| Paper Submission | % 0 | |
| Jury | % 0 | |
| Bütünleme | % 0 | |
| Total | % 100 | |
| PERCENTAGE OF SEMESTER WORK | % 45 | |
| PERCENTAGE OF FINAL WORK | % 55 | |
| Total | % 100 | |
| Activities | Number of Activities | Workload | |
| Course Hours | 15 | 42 | |
| Laboratory | |||
| Application | |||
| Special Course Internship (Work Placement) | |||
| Field Work | |||
| Study Hours Out of Class | |||
| Presentations / Seminar | 7 | 7 | |
| Project | |||
| Homework Assignments | 2 | 2 | |
| Quizzes | |||
| Preliminary Jury | |||
| Midterms | |||
| Paper Submission | |||
| Jury | |||
| Final | 15 | 54 | |
| Total Workload | 105 | ||
| No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
| Program Outcomes | Level of Contribution | |
| 1) | To correctly identify the problems and to be able to ask the correct questions | |
| 2) | To have the ability for problem solving and to utilize analytical approach in dealing with the problems | |
| 3) | To be able to identify business processes and use them to increase the productivity in logistics system. | |
| 4) | To be fully prepared for a graduate study | |
| 5) | Awareness of the new advancements in Information and Communications Technologies (ICT) and to be able to use them in logistics management effectively. internet and the electronic world | |
| 6) | To understand the components of logistics as well as the importance of the coordination among these components. | |
| 7) | To know the necessary ingredients for improving the productivity in business life | |
| 8) | To think innovatively and creatively in complex situations | |
| 9) | To act and think both regionally and internationally | |
| 10) | To understand the demands and particular questions of globalization | |
| 11) | Aware of the two way interaction between globalization and logistics; as well as to use this interaction for increasing the productivity. | |
| 12) | To be able to use at least one foreign language both for communication and academic purposes | |
| 13) | To acquire leadership qualities but also to know how to be a team member | |
| 14) | To understand the importance of business ethics and to apply business ethics as a principal guide in both business and academic environment |