Erciyes University - Info Package

Course unit title	Level of course unit	Course unit code	Type of course unit	Semester of course unit	Local credit	ECTS credit	Syllabus
SERVICE MARKETING	Second cycle	İŞLT 517		1	7.00	7.00	Print

Description of course unit

Prerequisites and course requisities	---
Language of instruction	Turkish
Coordinator	PROF. DR. MEHMET ŞÜKRÜ AKDOĞAN
Lecturer(s)	PROF. DR. MEHMET ŞÜKRÜ AKDOĞAN
Teaching assitant(s)	ARŞ.GÖR. NUR BAŞYAZICIOĞLU
Mode of delivery	The topics indicated in the weekly lesson plan will be explained through course presentations prepared at the project. In addition, classroom discussions will be held to ensure that students are attending classes, and examples will be given before and after the course.
Course objective	Within the national economies, the service sector is getting better and the employment rate is increasing. With the importance of the service sector, service marketing also comes to the forefront. To explain the marketing strategies that can be applied in the service sector with examples.
Course description	Service concept and importance of service industry, Classification of services and services, Service businesses and traditional marketing mix members, Service marketing and personnel, Service and customer, Service marketing and physical evidence.

Course contents

1	The concept of service and the importance of the service sector
2	Classification of services and services
3	Service operators and traditional marketing mix members
4	Product in service marketing
5	Price in service marketing
6	Distribution in service marketing
7	Promotion in service marketing
8	Service marketing and participants (staff and customers)
9	Service marketing and physical evidence
10	Demand and capacity management in service enterprises
11	Service quality
12	Service encounters
13	Customer satisfaction in service marketing
14	Relationship marketing and internationalization of services
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16
17
18
19
20

Learning outcomes of the course unit

1	Define service concept
2	Identify problems in service sectors
3	Develop appropriate marketing strategies for service sector
4	Understand the importance of staff and customers in the service sector
5	Will be able to understand attitude differences in intercultural service sectors
6	Students will gain skills in service sector marketing
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8
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10

*Contribution level of the course unit to the key learning outcomes

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45
Number of stars refer to level of contribution from 1 (the least) to 5 (the most)

Planned learning activities, teaching methods and ECTS work load

	Quantity	Time (hour)	Quantity*Time (hour)
Lectures (face to face teaching)	14	3	42
Study hours out of classroom (study before and after the class)	14	3	42
Homework	1	14	14
Presentation / seminar	1	15	15
Quiz	0	0	0
Preparation for midterm exams	1	8	8
Midterm exams	1	2	2
Project (term paper)	0	0	0
Laboratuar	0	0	0
Field study	0	0	0
Preparation for final exam	1	20	20
Final exam	1	2	2
Research	0	0	0
Total work load			145
ECTS			6.00

Assessment methods and criteria

Evaluation during semester	Quantity	Percentage
Midterm exam	1	40
Quiz	0	0
Homework	0	0
Semester total		40
Contribution ratio of evaluation during semester to success		40
Contribution ratio of final exam to success		60
General total		100

Recommended and required reading

Textbook	Ayşe Öztürk, Hizmet Pazarlaması,10. Baskı, Ekin Kitabevi, 2010.
Additional references	Nazmi Kozak, Çağıl Hale Özel ve Deniz Karagöz Yüncü, Hizmet Pazarlaması, Detay Yayıncılık, Ankara, 2011.

Files related to the course unit