GAZI UNIVERSITY INFORMATION PACKAGE - 2019 ACADEMIC YEAR

COURSE DESCRIPTION
SERVICES MARKETING/ISLE411
Course Title: SERVICES MARKETING
Credits 3 ECTS 5
Semester 6 Compulsory/Elective Elective
COURSE INFO
 -- LANGUAGE OF INSTRUCTION
  Turkish
 -- NAME OF LECTURER(S)
  Assoc .Prof Hüsniye ÖRS
 -- WEB SITE(S) OF LECTURER(S)
  
 -- EMAIL(S) OF LECTURER(S)
  
 -- LEARNING OUTCOMES OF THE COURSE UNIT
To be able to understand the role and importance of services in the economy,
To be able to correct define a service and true positioning ,
To be able to gain capability in terms of improving provided service quality.
To be able to focus on customer satisfaction by enhancing value.
 -- MODE OF DELIVERY
  The mode of delivery of this course is Face to face
 -- PREREQUISITES AND CO-REQUISITES
   There is no prerequisite or co-requisite for this course.
 -- RECOMMENDED OPTIONAL PROGRAMME COMPONENTS
  There is no recommended optional programme component for this course.
 --COURSE CONTENT
1. Week  Understanding the services sector and distinctive aspects of services marketing
2. Week  Developing frameworks for analysing services
3. Week  The customer experience
4. Week  Positioning a service in market place
5. Week  Targeting customers and building relationships
6. Week  Managing demand
7. Week  Creating and delivering services
8. Week  Adding value to core products with supplementary services
9. Week  Mid Term
10. Week  Understanding costs and developing pricing strategies
11. Week  Communicating and promoting services
12. Week  Enhancing value by productivity and quality
13. Week  Developing and managing the customer service function
14. Week  Organizing and implementing the marketing function
15. Week  Globalizing services marketing
16. Week  Final exam
 -- RECOMMENDED OR REQUIRED READING
   1- LOVELOCK, Christopher, Services Marketing, Prentice Hall,nc.,1996. 2-ZEITHAML,Valarie., Leonard Berry, Service Marketing, McGraw-Hill Com.,1996.p 3-İSLAMOĞLU, Ahmet Hamdi, Burcu Candan,Kenan Aydın, Şenol Hacıefendi, Hizmet Pazarlaması, 2006, Beta Yayınları.
 -- PLANNED LEARNING ACTIVITIES AND TEACHING METHODS
  Lecture
 -- WORK PLACEMENT(S)
  Not Applicable
 -- ASSESSMENT METHODS AND CRITERIA
 
Quantity
Percentage
 Mid-terms
0
40
 Assignment
0
0
 Exercises
0
0
 Projects
0
0
 Practice
0
0
 Quiz
0
0
 Contribution of In-term Studies to Overall Grade  
40
 Contribution of Final Examination to Overall Grade  
60
 -- WORKLOAD
 Efficiency  Total Week Count  Weekly Duration (in hour)  Total Workload in Semester
 Theoretical Study Hours of Course Per Week
14
3
42
 Practising Hours of Course Per Week
0
 Reading
0
 Searching in Internet and Library
0
 Designing and Applying Materials
0
 Preparing Reports
0
 Preparing Presentation
1
3
3
 Presentation
1
1
1
 Mid-Term and Studying for Mid-Term
1
10
10
 Final and Studying for Final
1
15
15
 Other
14
3
42
 TOTAL WORKLOAD: 
113
 TOTAL WORKLOAD / 25: 
4.52
 ECTS: 
5
 -- COURSE'S CONTRIBUTION TO PROGRAM
NO
 PROGRAM LEARNING OUTCOMES
1
2
3
4
5
1Having theoretical knowledge in international trade management, international business administration, international logistic international law areas and having ability and professional expertise in terms of implementationX
2Having professional competence in order to be assigned in various private and public sector institutions like national and international trade organizations and unions, economics consultancy offices, under secretariat of foreign trade and foreign trade offices
3Having knowledge about other disciplines like business administration, economics, law, public administration and international relations that are related to international tradeX
4Being able to behave according to principles of ethical behaviors in all international trade areasX
5Having abilities about issues like information technologies, basic computer programs and foreign language that are needed to perform international trade activitiesX
6Being aware of the economical, political and cultural integrations and systems in his/her country and all over the world, to be able to position the country and organization while performing activates related to his/her areaX
7Beeing capable of identifying problems in his/her field, access to relevant resources, having knowledge about the legislation and abilities to produce scientific knowledge and analyzing-synthesizing abilities to carry out a researchX
8Having knowledge and qualifications to carry out and complete a national and an international projectX
9Carrying out activities relevant to his/her field, having critical, creative and innovative thinking abilitiesX
10Having theoretical and practical knowledge and abilities needed to undertake international trade activities related to export-import, exchange, regional collaborations and organizations, free zone practices
11Having knowledge and abilities about transporting, storing, supply chain management, risk analysis and insurance and to carry out national and international logistic activities
12Having basic business administration information about production, management, marketing, accounting, finance and human resources in order to undertake international trade and having abilities about quantitative methods that help to have this knowledgeX
13Pursuing and applying legislation information about national and international trade law, public law and private law in order to manage international trade operations