1	Course Title:	SERVICES MARKETING
2	Course Code:	ISL4312
3	Type of Course:	Optional
4	Level of Course:	First Cycle
5	Year of Study:	4
6	Semester:	8
7	ECTS Credits Allocated:	5
8	Theoretical (hour/week):	3
9	Practice (hour/week) :	0
10	Laboratory (hour/week) :	0
11	Prerequisites:	None
12	Recommended optional programme components:	None
13	Language:	Turkish
14	Mode of Delivery:	Face to face
15	Course Coordinator:	Prof. Dr. MURAT HAKAN ALTINTAŞ
16	Course Lecturers:	Prof. Dr. Murat Hakan Altıntaş Doç. Dr. Erkan ÖZDEMİR Doç. Dr. Çağatan Taşkın
17	Contactinformation of the Course Coordinator:	mhakan@uludag.edu.tr, 0 224 2941066, Uludağ Üniversitesi, İ.İ.B.F. İşletme Bölümü
18	Website:
19	Objective of the Course:	Teaching international marketing strategies which enterprises should put into practice in our world
20	Contribution of the Course to Professional Development

21

Learning Outcomes:

1 Understanding service and its differences; 2 To learn services marketing; 3 To actualize services management and application processes.;

22	Course Content:

Week	Theoretical	Practical
1	Definition of service and service characteristics
2	Organization structure in services
3	Services marketing planning and services marketing mix (7p’s)
4	Designing services
5	Distributing, promoting and pricing services
6	Participants in services and managing services personnels.
7	Physical evidence in services
8	Process management in services
9	Service encounter and its methods
10	Communication in services and its tecniques
11	Service quality and its measurement
12	Services and relationship marketing
13	Internal marketing in services
14	Summarizing lecture subjects and general evaluation

23	Textbooks, References and/or Other Materials:	Hizmet Pazarlaması, Kasım Karahan; David Palmer, Services Marketing.
24	Assesment

TERM LEARNING ACTIVITIES	NUMBER	PERCENT
Midterm Exam	1	40
Quiz	0	0
Homeworks, Performances	0	0
Final Exam	1	60
Total	2	100
Contribution of Term (Year) Learning Activities to Success Grade		40
Contribution of Final Exam to Success Grade		60
Total		100
Measurement and Evaluation Techniques Used in the Course
Information

25

ECTS / WORK LOAD TABLE

Activites	NUMBER	TIME [Hour]	Total WorkLoad [Hour]
Theoretical	14	3	42
Practicals/Labs	0	0	0
Self Study and Preparation	14	4	56
Homeworks, Performances	0	10	10
Projects	0	0	0
Field Studies	0	0	0
Midtermexams	1	0	0
Others	1	6	6
Final Exams	1	36	36
Total WorkLoad			150
Total workload/ 30 hr			5
ECTS Credit of the Course			5

26	CONTRIBUTION OF LEARNING OUTCOMES TO PROGRAMME QUALIFICATIONS
PQ1 PQ2 PQ3 PQ4 PQ5 PQ6 PQ7 PQ8 PQ9 PQ10 PQ11 PQ12 LO1 4 4 4 5 0 0 0 5 0 0 3 5 LO2 4 4 4 4 0 0 0 5 0 0 3 4 LO3 5 4 4 4 0 0 0 5 0 0 0 5

LO: Learning Objectives

PQ: Program Qualifications

Contribution Level:

1 Very Low

2 Low

3 Medium

4 High

5 Very High