TÜRKÇE
ENGLISH
Information
| Code | PZR250 |
| Name | Service Marketing |
| Semester | 4. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 3 ECTS |
| National Credit | 2 National Credit |
| Teaching Language | Türkçe |
| Level | Ön Lisans Dersi |
| Type | Normal |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. SELİM SOYÇELİK |
Course Goal
To comprehend the basic concepts related to service marketing. Service marketing mix elements, service businesses, what to do about customer complaints and disclosure of customer retention.
Course Content
The importance of the concept of service and the service sector, services and classification of services, service businesses and elements of the traditional marketing mix, marketing and service personnel, and customer service, marketing, and physical evidence of the service.
Course Precondition
none
Resources
service marketing
Notes
lecture notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Defines the basic concepts related to service marketing. |
| LO02 | Defines marketing mix in terms of service sector. |
| LO03 | Evaluates the capacity and demand management in service marketing. Explains the concept of service quality |
| LO04 | Define the relationship marketing. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Have basic theoretical knowledge supported by up-to-date information in the field of marketing. | 4 |
| PLO02 | Bilgi - Kuramsal, Olgusal | Gains the skills to use the basic theoretical and applied knowledge acquired in the field of marketing at an advanced education level in the same field or in a field at the same level. | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Using the knowledge and skills acquired in the field of marketing, he/she will be able to analyze, interpret, question, criticize and find solutions to any marketing problem at a basic level. | 5 |
| PLO04 | Bilgi - Kuramsal, Olgusal | Gains the ability to independently carry out a basic level of marketing related work. | |
| PLO05 | Bilgi - Kuramsal, Olgusal | Take responsibility individually or as a team member to solve problems encountered in marketing-related applications. | |
| PLO06 | Bilgi - Kuramsal, Olgusal | He/she can carry out activities for the development of the personnel he/she is responsible for. | |
| PLO07 | Beceriler - Bilişsel, Uygulamalı | They can criticize the basic knowledge and skills acquired in marketing, have the ability to identify their deficiencies and meet these deficiencies. | 4 |
| PLO08 | Beceriler - Bilişsel, Uygulamalı | Gains lifelong learning awareness. | 4 |
| PLO09 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | He/she can convey his/her thoughts through written, verbal and visual communication at the level of basic knowledge and skills on marketing-related issues. | 4 |
| PLO10 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | He/she can share his/her thoughts on marketing-related issues and solutions to problems with experts and non-experts. | |
| PLO11 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Obtains a basic level of foreign language knowledge to monitor information in the field of marketing and communicate with colleagues and non-nationals. | |
| PLO12 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | With the basic computer use required by the marketing field, internet technologies can use office software at a basic level. | |
| PLO13 | Yetkinlikler - Öğrenme Yetkinliği | Have social, scientific, cultural and ethical values in the stages of collecting any data in the field of marketing, applying it and announcing the results. | 5 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | The importance of the service concept and service sector | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 2 | Services and the classification of the services | Lecture notes | Öğretim Yöntemleri: Anlatım |
| 3 | Service enterprises and traditional marketing mix elements | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 4 | introduction to Marketing mix in service | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Grup Çalışması |
| 5 | Marketing mix in service | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Alıştırma ve Uygulama, Grup Çalışması |
| 6 | Marketing mix in service II | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 7 | Marketing mix in service III | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 8 | Mid-Term Exam | Lecture notes | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | In the service sector, advertising, sales promotion, public relations, personal selling and direct marketing | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Alıştırma ve Uygulama, Grup Çalışması |
| 10 | Service marketing and staff | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Alıştırma ve Uygulama, Grup Çalışması |
| 11 | Customer and service | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Alıştırma ve Uygulama, Grup Çalışması |
| 12 | Service marketing and physical evidence | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 13 | Demand and capacity management of service enterprises | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Alıştırma ve Uygulama |
| 14 | Service quality and service encounters | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 15 | Relationship marketing and internationalization | Lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Alıştırma ve Uygulama |
| 16 | Term Exams | Lecture notes | Ölçme Yöntemleri: Yazılı Sınav |
| 17 | Term Exams | Lecture notes | Ölçme Yöntemleri: Yazılı Sınav |
Student Workload - ECTS
| Works | Number | Time (Hour) | Workload (Hour) |
|---|---|---|---|
| Course Related Works | |||
| Class Time (Exam weeks are excluded) | 14 | 2 | 28 |
| Out of Class Study (Preliminary Work, Practice) | 14 | 2 | 28 |
| Assesment Related Works | |||
| Homeworks, Projects, Others | 0 | 0 | 0 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 6 | 6 |
| Final Exam | 1 | 16 | 16 |
| Total Workload (Hour) | 78 | ||
| Total Workload / 25 (h) | 3,12 | ||
| ECTS | 3 ECTS | ||