SECTION I: GENERAL INFORMATION ABOUT THE COURSE

Course Code	Course Name	Year	Semester	Theoretical	Practical	Credit	ECTS
60414MEEOZ-LOG0157	Services Marketing	4	Fall	3	0	3	5

Course Type :	Elective Course II
Cycle:	Bachelor      TQF-HE:6. Master`s Degree      QF-EHEA:First Cycle      EQF-LLL:6. Master`s Degree
Language of Instruction:	English
Prerequisities and Co-requisities:	N/A
Mode of Delivery:	Face to face
Name of Coordinator:	Dr. Öğr. Üyesi ASLIHAN BEKAROĞLU ÖZATAR
Dersin Öğretim Eleman(lar)ı:
Dersin Kategorisi:	Programme Specific

SECTION II: INTRODUCTION TO THE COURSE

Course Objectives & Content

Course Objectives:	Dersin amaçları: · Kaliteli hizmetleri yönetme ve sunmanın doğasında bulunan benzersiz zorlukların derinlemesine takdir edilmesini ve anlaşılmasını sağlamak. Katılımcılar, bu zorlukları ele alan araçlar ve stratejilerle tanışacak ve bunlarla çalışacak. · Hizmet yönetimi düşüncesinin 'son teknoloji' anlayışını geliştirmek.
Course Content:

Course Learning Outcomes (CLOs)

Course Learning Outcomes (CLOs) are those describing the knowledge, skills and competencies that students are expected to achieve upon successful completion of the course. In this context, Course Learning Outcomes defined for this course unit are as follows:

Knowledge (Described as Theoritical and/or Factual Knowledge.)

Skills (Describe as Cognitive and/or Practical Skills.)

Competences (Described as "Ability of the learner to apply knowledge and skills autonomously with responsibility", "Learning to learn"," Communication and social" and "Field specific" competences.)

Weekly Course Schedule

Week	Subject	Materials Sharing *
		Related Preparation	Further Study
1)	Hizmet Pazarlamasına Giriş ve Hizmetleri Anlamak için Çerçeve
2)	Hizmetlerle İlgili Tüketici Davranışları
3)	Pazarlama Karması I: Hizmetlerin Fiyatlandırılması
4)	Pazarlama Karması II: İletişim
5)	Pazarlama Karması III: Dağıtım
6)	Pazarlama Karması IV: Müşteri Hizmetleri Süreçlerinin Tasarlanması
7)	Pazarlama Karması V: Hizmet Ortamını Tasarlamak
8)	Pazarlama Karması VI: Hizmet Ürünü
9)	Pazarlama Karması VII: Hizmet Personelini Yönetm
10)	Pazarlama Uygulaması I: Hizmet Kalitesini Anlamak
11)	Pazarlama Uygulaması II: Hizmet Kalitesini Yönetme
12)	Pazarlama Uygulaması III: Hizmet Kuruluşları için Büyüme Stratejileri
13)	Vaka Tartışması
14)	Vaka Tartışması

*These fields provides students with course materials for their pre- and further study before and after the course delivered.

Recommended or Required Reading & Other Learning Resources/Tools

Course Notes / Textbooks:
References:

Level of Contribution of the Course to PLOs

No Effect	1 Lowest	2 Low	3 Average	4 High	5 Highest

	Programme Learning Outcomes	Contribution Level (from 1 to 5)
1)	To be able to explain the basic, theoretical and practical knowledge about aviation management.
2)	To be able to apply basic business functions and business processes.
3)	To be able to plan flight operations in airline companies, to be able to plan airport systems and airport ground services, to be able to plan the process of air cargo and dangerous goods transport (DGR).
4)	To be able to apply the theoretical knowledge in business life during a semester.
5)	To be able to provide solutions to the problems about passenger services.
6)	To be able to implement national and international legislation and regulations related to aviation law.
7)	To be able to apply the concepts of aviation safety and security and air traffic control and services in all areas.
8)	To be able to make weight and balance calculations in aircraft loading.
9)	To be able to explain aviation navigation systems.
10)	To be able to participate as a team member and takes responsibility in the environments that require the solving of the conflicts and to be able to act as a leader when necessary.
11)	Evaluates the norms and standards present in the works in which s/he takes responsibility in a critical point of view.
12)	To be able to acquire communication in a Foreign Language (English) competence defined on the level of at least B1 in European Language Portfolio. (In programs whose medium of instruction is English, on the level of B2/B2+).

SECTION IV: TEACHING-LEARNING & ASSESMENT-EVALUATION METHODS OF THE COURSE

Teaching & Learning Methods of the Course

(All teaching and learning methods used at the university are managed systematically. Upon proposals of the programme units, they are assessed by the relevant academic boards and, if found appropriate, they are included among the university list. Programmes, then, choose the appropriate methods in line with their programme design from this list. Likewise, appropriate methods to be used for the course units can be chosen among those defined for the programme.)

Teaching and Learning Methods defined at the Programme Level	Teaching and Learning Methods Defined for the Course

Assessment & Evaluation Methods of the Course

(All assessment and evaluation methods used at the university are managed systematically. Upon proposals of the programme units, they are assessed by the relevant academic boards and, if found appropriate, they are included among the university list. Programmes, then, choose the appropriate methods in line with their programme design from this list. Likewise, appropriate methods to be used for the course units can be chosen among those defined for the programme.)

Aassessment and evaluation Methods defined at the Programme Level	Assessment and Evaluation Methods defined for the Course

Contribution of Assesment & Evalution Activities to Final Grade of the Course

Measurement and Evaluation Methods	# of practice per semester	Level of Contribution
Quizzes	2	% 10.00
Homework Assignments	1	% 10.00
Midterms	1	% 30.00
Semester Final Exam	1	% 50.00
Total		% 100
PERCENTAGE OF SEMESTER WORK		% 50
PERCENTAGE OF FINAL WORK		% 50
Total		% 100

SECTION V: WORKLOAD & ECTS CREDITS ALLOCATED FOR THE COURSE