GAZI UNIVERSITY INFORMATION PACKAGE - 2019 ACADEMIC YEAR

COURSE DESCRIPTION
GLOBAL SERVICE MARKETING/1890016
Course Title: GLOBAL SERVICE MARKETING
Credits 3 ECTS 7.5
Semester 1 Compulsory/Elective Elective
COURSE INFO
 -- LANGUAGE OF INSTRUCTION
  TURKISH
 -- NAME OF LECTURER(S)
  PROF.HÜSNİYE ÖRS
 -- WEB SITE(S) OF LECTURER(S)
  http://www.websitem.gazi.edu.tr/site/husniye
 -- EMAIL(S) OF LECTURER(S)
  husniye@gazi.edu.tr
 -- LEARNING OUTCOMES OF THE COURSE UNIT
To be able to understand the role and importance of services in the global economy
To be able to correctly 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
To position a service accurately and completely
 -- 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  Introduction to Global Service Marketing
2. Week  Factors affecting the development of global service industry
3. Week  Main features of global services and key differences of service marketing
4. Week  Components of global service marketing
5. Week  Design of global service products and new service process
6. Week  Capacity management in global services
7. Week  Process Management in global services
8. Week  Midterm
9. Week  Physical evidences in global marketing
10. Week  Global service quality, relation quality, service delivery system
11. Week  Global service error (s) and compensation
12. Week  Marketing communication in global services
13. Week  Success and failure in global services
14. Week  Complaint management in global services
15. Week  Case studies
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. 4- ÖRS; Hüsniye, Hizmet Pazarlama Etkinliği ve Kalite 5- ÖRS,Hüsniye, Pazarlama Perspektifinden Eğitim Hizmeti 6- Articles
 -- PLANNED LEARNING ACTIVITIES AND TEACHING METHODS
   Lecture, Question & Answer, Dill - Practise
 -- WORK PLACEMENT(S)
  None.
 -- ASSESSMENT METHODS AND CRITERIA
 
Quantity
Percentage
 Mid-terms
0
0
 Assignment
1
20
 Exercises
0
0
 Projects
1
60
 Practice
1
20
 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
0
0
 Reading
14
3
42
 Searching in Internet and Library
14
3
42
 Designing and Applying Materials
0
0
0
 Preparing Reports
1
4
4
 Preparing Presentation
1
15
15
 Presentation
1
3
3
 Mid-Term and Studying for Mid-Term
1
15
15
 Final and Studying for Final
1
15
15
 Other
1
10
10
 TOTAL WORKLOAD: 
188
 TOTAL WORKLOAD / 25: 
7.52
 ECTS: 
7.5
 -- COURSE'S CONTRIBUTION TO PROGRAM
NO
 PROGRAM LEARNING OUTCOMES
1
2
3
4
5
1Having necessary knowledge within the scope of international business profession in the fields of management, marketing, accounting, finance, operations management, human resources managementX
2Being able to create value in the organizations worked in by having different positions in national and international businesses by having relation with professionX
3Having knowledge about other disciplines as international trade, economics, law, public administration and international relations by having relation with professionX
4Being able to behave according to principles of ethical behaviors in all items participated in by having relation with professionX
5Having basic business knowledge such as management, production, marketing, accounting, finance, human resources and having abilities about the usage of numerical methods in order to actualize the activities related with professionX
6Being aware of the economical, political and cultural 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 area and strategy developmentX
7Being capable of identifying problems in profession, 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 ability to develop national and international projects with subjects related with its profession and having skill and knowledge about running and completing a project by taking part in project teamsX
9Carrying out activities relevant to profession, having critical, creative and innovative thinking abilitiesX
10Pursuing and applying legislation information in the organzations worked in by having relation with professionX