COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
ISLE 412SERVICE MARKETING3 + 06th Semester5

COURSE DESCRIPTION
Course Level Bachelor's Degree
Course Type Elective
Course Objective The aim of this course is to teach service marketing concepts and marketing strategies for being offered successful services. After taking this course, students can take decisions about marketing and quality improvement strategies so as to solve marketing problems due to service characteristics.
Course Content Service concept and the importance of service industry, services characteristics and service classifications, demand and capacity management in service marketing, service marketing mix (7p) and products in service marketing, price in service marketing, promotion and marketing communication in service marketing, place in service marketing, process management in service marketing, physical evidence in service marketing, people in service marketing, service marketing strategies (internal marketing, external marketing, interactive marketing, relationship marketing, customer loyalty etc.), service quality, service quality models (deming quality, malcolm baldrige national quality, efqm, kalder quality model etc.), total service quality management, service marketing mix and case studies in service industries (health, banking, tourism etc.)
Prerequisites No prerequisites.
Corequisite No corequisites.
Mode of Delivery Face to face

COURSE LEARNING OUTCOMES

COURSE'S CONTRIBUTION TO PROGRAM
Data not found.

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration14342
Hours for off-the-classroom study (Pre-study, practice)13339
Assignments11010
Mid-terms11313
Final examination12626
Total Work Load

ECTS Credit of the Course






130

5

COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2014-2015 Spring1SÜLEYMAN BARUTÇU

Course Details
Course Code:  ISLE 412 Course Title:  SERVICE MARKETING
L+P Hour : 3 + 0   Course Code : 1   Language Of Instruction: English Course Semester :  2014-2015 Spring
Course Coordinator :  PROFESSOR SÜLEYMAN BARUTÇU E-Mail:  sbarutcu@pau.edu.tr, Phone Number :  296 2702,
Course Location İİBF C0302,
Goals : The aim of this course is to teach service marketing concepts and marketing strategies for being offered successful services. After taking this course, students can take decisions about marketing and quality improvement strategies so as to solve marketing problems due to service characteristics.
Content : Service concept and the importance of service industry, services characteristics and service classifications, demand and capacity management in service marketing, service marketing mix (7p) and products in service marketing, price in service marketing, promotion and marketing communication in service marketing, place in service marketing, process management in service marketing, physical evidence in service marketing, people in service marketing, service marketing strategies (internal marketing, external marketing, interactive marketing, relationship marketing, customer loyalty etc.), service quality, service quality models (deming quality, malcolm baldrige national quality, efqm, kalder quality model etc.), total service quality management, service marketing mix and case studies in service industries (health, banking, tourism etc.)
Attendance : %
Topics
WeeksTopics
1 Service Concept and the Importance of Service Industry,
2 Services Characteristics and Service Classifications, Demand and Capacity Management in Service Marketing
3 Service Marketing Mix (7P) and Products in Service Marketing
4 Price in Service Marketing Promotion and Marketing Communication in Service Marketing
5 Promotion and Marketing Communication in Service Marketing
6 Place in Service Marketing
7 Process Management in Service Marketing,
8 Physical Evidence in Service Marketing
9 People in Service Marketing
10 Service Marketing Strategies (Internal Marketing, External Marketing, Interactive Marketing, Relationship Marketing, Customer Loyalty Etc.),
11 Service Quality
12 Service Quality Models (Deming Quality, Malcolm Baldrige National Quality, EFQM, Kalder Quality Model Etc.)
13 Total Service Quality Management
14 Service Marketing Mix And Case Studies In Service Industries (Health, Banking, Tourism Etc.)
Materials
FileFile NameFile LanguageOriginal File NameAdded Date
Download File 416-821-1-SM.pdfTürkçe416-821-1-SM.pdf09.02.2015 16:14:14
Resources
ResourcesResources Language
Karafakıoğlu, M. (2012) Uluslararası Pazarlama Yönetimi, Beta Basın YayımTürkçe
Türkçe
Principles of Service Marketing and ManagementEnglish
Course Assessment
Assesment MethodsPercentage (%)Assesment Methods Title
Final Exam60Final Exam
Midterm Exam40Midterm Exam
L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes