| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | İSL3232013202 | SERVICE MARKETING | Elective | 3 | 5 | 4 |
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| Level of Course Unit |
| First Cycle |
| Objectives of the Course |
| The aim of the course is
• to teach basic principles and concepts of marketing services to students |
| Name of Lecturer(s) |
| Işıl Özden ÇITIR |
| Learning Outcomes |
| 1 | Hizmet kavramını tanımlayarak, hizmet sektörlerinde müşteri tiplerine göre davranış şekillerini tespit edebilecekler. | | 2 | Hizmet sektörlerindeki problemleri tespit ederek, bunlara çözüm önerileri sunabilecek yorumlarda bulunabilecekler. | | 3 | Kültürler arası hizmet sektöründe tutum farklılıklarını kavrayabilecekler. | | 4 | To have the knowledge of the concept of service, service sectors | | 5 | Able to explain cross-cultural differences in attitutes in the service sector | | 6 | Demonstrate the ability to Identify the problems of service sector and offer solutions to these comments resulting set |
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| Mode of Delivery |
| Formal Education |
| Prerequisites and co-requisities |
| None |
| Recommended Optional Programme Components |
| None |
| Course Contents |
| • Definition and classification of services
• Service management
• Marketing strategies
• Professional services and personal services
• Methods of satisfying the customer
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| Weekly Detailed Course Contents |
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| 1 | The aim of the course and the definition of service | | | | 2 | Service management concept and importance of service sector | | | | 3 | Services and the classification of services | | | | 4 | Marketing of the service elements of the marketing mix | | | | 5 | Service marketing distribution | | | | 6 | Service marketing and promotional pricing | | | | 7 | Human service marketing and management process | | | | 8 | Midterm Exam | | | | 9 | Physical elements of service marketing | | | | 10 | Servicemarketing capacity and demand management | | | | 11 | Service quality, service comparisons | | | | 12 | Relationship marketing | | | | 13 | professional services | | | | 14 | Individual services, customer satisfaction methods | | | | 15 | Marketing strategies according to the type of service | | | | 16 | Week 16 Final Exam
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| Recommended or Required Reading |
| Öztürk, A.S. (2007). Hizmet Pazarlaması. Bursa: Ekin Yayınevi |
| Planned Learning Activities and Teaching Methods |
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| Assessment Methods and Criteria | |
| SUM | 0 | |
| SUM | 0 | | Yarıyıl (Yıl) İçi Etkinlikleri | 40 | | Yarıyıl (Yıl) Sonu Etkinlikleri | 60 | | SUM | 100 |
| | Language of Instruction | | Turkish | | Work Placement(s) | | None |
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| Workload Calculation |
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| Midterm Examination | 1 | 1 | 1 |
| Final Examination | 1 | 1 | 1 |
| Attending Lectures | 14 | 3 | 42 |
| Team/Group Work | 14 | 3 | 42 |
| Individual Study for Homework Problems | 14 | 1 | 14 |
| Individual Study for Mid term Examination | 10 | 1 | 10 |
| Individual Study for Final Examination | 10 | 1 | 10 |
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| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 3 | 3 | 4 | | | | | | | | | | | | | | | | | | | | | | LO2 | 3 | 4 | 5 | | | | | | | | | | | | | | | | | | | | | | LO3 | 5 | 4 | 4 | | | | | | | | | | | | | | | | | | | | | | LO4 | | | | | | | | | | | | | | | | | | | | | | | | | LO5 | | | | | | | | | | | | | | | | | | | | | | | | | LO6 | | | | | | | | | | | | | | | | | | | | | | | |
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| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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Ordu University Rectorate Building ,Cumhuriyet Campus , Center / ORDU / TURKEY • Tel: +90 452 226 52 00
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