Nevşehir Hacı Bektaş Veli University Course Catalogue
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| Year/Semester of Study | 2 / Spring Semester | ||||
| Level of Course | 1st Cycle Degree Programme | ||||
| Type of Course | Optional | ||||
| Department | ULUSLARARASI TİCARET VE LOJİSTİK | ||||
| Pre-requisities and Co-requisites | None | ||||
| Mode of Delivery | Face to Face | ||||
| Teaching Period | 14 Weeks | ||||
| Name of Lecturer | CEYLAN BOZPOLAT (cakdogan@nevsehir.edu.tr) | ||||
| Name of Lecturer(s) | |||||
| Language of Instruction | Turkish | ||||
| Work Placement(s) | None | ||||
| Objectives of the Course | |||||
| To comprehend the basic concepts related to service pazarlamas?yla. Service marketing mix elements, service businesses, what to do about customer complaints and disclosure of customer retention. | |||||
| Learning Outcomes | PO | MME | |
| The students who succeeded in this course: | |||
| LO-1 | can explain the basic concepts of service industry. |
PO-5 Knowledge of production processes and management in the sector of profession
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Examination |
| LO-2 | can analyse and create the marketing mix. |
PO-7 Featuring in national and international market positions PO-11 Evaluation and adaptation of international marketing strategies in terms of market conditions of operation |
Examination |
| LO-3 | can understand the service quality, customer expectation and satisfaction concepts and apply them |
PO-11 Evaluation and adaptation of international marketing strategies in terms of market conditions of operation |
Examination |
| PO: Programme Outcomes MME:Method of measurement & Evaluation |
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| Course Contents | ||
| Servis industry's fundamental principles, concepts, and marketing strategies are taught in this course. | ||
| Weekly Course Content | ||
| Week | Subject | Learning Activities and Teaching Methods |
| 1 | The importance of the service concept and service sector. | Lecturing and discussion |
| 2 | Services and the classification of the services. | Lecturing and discussion |
| 3 | Service enterprises and traditional marketing mix elements. | Lecturing and discussion |
| 4 | product in service marketing | Lecturing and discussion |
| 5 | Service marketing distribution. | Lecturing and discussion |
| 6 | Service marketing price | Lecturing and discussion |
| 7 | Service marketing promotion | Lecturing and discussion |
| 8 | mid-term exam | |
| 9 | In the service sector, advertising, sales promotion, public relations, personal selling and direct marketing. | Lecturing and discussion |
| 10 | Service marketing and staff | Lecturing and discussion |
| 11 | Read about customer service and the course materials to be processed. | Lecturing and discussion |
| 12 | Service marketing and physical evidence. | Lecturing and discussion |
| 13 | Demand and capacity management service | Lecturing and discussion |
| 14 | Quality of service, and the service matches. | Lecturing and discussion |
| 15 | Relational marketing and internationalization. | Lecturing and discussion |
| 16 | final exam | |
| Recommend Course Book / Supplementary Book/Reading | ||
| 1 | Öztürk Ayşe, Hizmet pazarlaması, Birlik yayınları, Eskişehir, 2000 | |
| Required Course instruments and materials | ||
| textbook, whiteboard, slide projector | ||
| Assessment Methods | |||
| Type of Assessment | Week | Hours | Weight(%) |
| mid-term exam | 8 | 1 | 40 |
| Other assessment methods | |||
| 1.Oral Examination | |||
| 2.Quiz | |||
| 3.Laboratory exam | |||
| 4.Presentation | |||
| 5.Report | |||
| 6.Workshop | |||
| 7.Performance Project | |||
| 8.Term Paper | |||
| 9.Project | |||
| final exam | 16 | 1 | 60 |
| Student Work Load | |||
| Type of Work | Weekly Hours | Number of Weeks | Work Load |
| Weekly Course Hours (Theoretical+Practice) | 3 | 14 | 42 |
| Outside Class | |||
| a) Reading | 2 | 12 | 24 |
| b) Search in internet/Library | 2 | 10 | 20 |
| c) Performance Project | 0 | ||
| d) Prepare a workshop/Presentation/Report | 0 | ||
| e) Term paper/Project | 0 | ||
| Oral Examination | 0 | ||
| Quiz | 0 | ||
| Laboratory exam | 0 | ||
| Own study for mid-term exam | 7 | 2 | 14 |
| mid-term exam | 1 | 1 | 1 |
| Own study for final exam | 9 | 1 | 9 |
| final exam | 1 | 1 | 1 |
| 0 | |||
| 0 | |||
| Total work load; | 111 | ||