Nevşehir Hacı Bektaş Veli University Course Catalogue
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| Year/Semester of Study | 3 / Fall Semester | ||||
| Level of Course | 1st Cycle Degree Programme | ||||
| Type of Course | Optional | ||||
| Department | TOURISM AND HOTEL MANAGEMENT | ||||
| Pre-requisities and Co-requisites | None | ||||
| Mode of Delivery | Face to Face | ||||
| Teaching Period | 14 Weeks | ||||
| Name of Lecturer | SUZAN ÇOBAN (suzan@nevsehir.edu.tr) | ||||
| Name of Lecturer(s) | EMİR ERDEN, | ||||
| Language of Instruction | Turkish | ||||
| Work Placement(s) | None | ||||
| Objectives of the Course | |||||
| Making students understand basic concepts and subjects of services marketing. | |||||
| Learning Outcomes | PO | MME | |
| The students who succeeded in this course: | |||
| LO-1 | Can explain the mix of service marketing |
PO-3 To have knowledge about Service Delivery Process and procedures in the field of Tourism. To analyze, plan, practice and control these processes. To restructure and improve Service Delivery Process when necessary. To manage or to convert service processes and work which are complex, unpredictable and require new strategic approaches. PO-7 To follow changes in internal and external environment of organization in the field, to make rational analysis, interpret, contribute and adapt changes. |
Examination Presentation |
| LO-2 | Can describe the features of services |
PO-1 To have detailed knowledge about a specific profession related to the field of Tourism and to have comprehensive and systematic knowledge about concepts, theories, principles and facts in close disciplines. To use and interpret this knowledge, theories, models generally in business environment PO-3 To have knowledge about Service Delivery Process and procedures in the field of Tourism. To analyze, plan, practice and control these processes. To restructure and improve Service Delivery Process when necessary. To manage or to convert service processes and work which are complex, unpredictable and require new strategic approaches. |
Examination |
| LO-3 | Can explain the elements of service quality |
PO-3 To have knowledge about Service Delivery Process and procedures in the field of Tourism. To analyze, plan, practice and control these processes. To restructure and improve Service Delivery Process when necessary. To manage or to convert service processes and work which are complex, unpredictable and require new strategic approaches. PO-4 To have knowledge about internal and external environmental factors of organizations, relationships, interactions, management, policies and strategies of parts of the organization in the field. To use service delivery policies and strategies related to the field. To perform, review, improve and evaluate the service processes on the satisfaction basis of the customer, to find solutions for problems that affect the service process, to develop and use consumer satisfaction measurement tool. |
Examination |
| LO-4 | Can explain the main marketing approaches in service marketing. |
PO-1 To have detailed knowledge about a specific profession related to the field of Tourism and to have comprehensive and systematic knowledge about concepts, theories, principles and facts in close disciplines. To use and interpret this knowledge, theories, models generally in business environment PO-3 To have knowledge about Service Delivery Process and procedures in the field of Tourism. To analyze, plan, practice and control these processes. To restructure and improve Service Delivery Process when necessary. To manage or to convert service processes and work which are complex, unpredictable and require new strategic approaches. PO-4 To have knowledge about internal and external environmental factors of organizations, relationships, interactions, management, policies and strategies of parts of the organization in the field. To use service delivery policies and strategies related to the field. To perform, review, improve and evaluate the service processes on the satisfaction basis of the customer, to find solutions for problems that affect the service process, to develop and use consumer satisfaction measurement tool. |
Examination |
| PO: Programme Outcomes MME:Method of measurement & Evaluation |
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| Course Contents | ||
| The concept of service, service companies, marketing mix, the human factor and the physical evidence, demand and capacity management, service marketing, and new approaches | ||
| Weekly Course Content | ||
| Week | Subject | Learning Activities and Teaching Methods |
| 1 | The service concept and services's features | Lecturing, question-answer and discussion method |
| 2 | Classification of services and environment | Lecturing, question-answer and discussion method |
| 3 | Marketing mix: product and distribution | Lecturing, question-answer and discussion method |
| 4 | Marketing mix: price and promotion | Lecturing, question-answer and discussion method |
| 5 | Public relations, personal selling and direct marketing | Lecturing, question-answer and discussion method |
| 6 | The human factor in service marketing | Lecturing, question-answer and discussion method |
| 7 | Physical evidence | Lecturing, question-answer and discussion method |
| 8 | mid-term exam | |
| 9 | Demand management service businesses | Lecturing, question-answer and discussion method |
| 10 | Capacity management of service businesses | Lecturing, question-answer and discussion method |
| 11 | Service quality and its dimensions | Lecturing, question-answer and discussion method |
| 12 | Service quality model | Lecturing, question-answer and discussion method |
| 13 | Improving the quality of service | Lecturing, question-answer and discussion method |
| 14 | Service encounter | Lecturing, question-answer and discussion method |
| 15 | Relationship marketing | Lecturing, question-answer and discussion method |
| 16 | final exam | |
| Recommend Course Book / Supplementary Book/Reading | ||
| 1 | Öztürk Ayşe, Hizmet pazarlaması, Birlik yayınları, Eskişehir, 2000 | |
| 2 | Hizmet Pazarlaması ve Stratejileri, (ed: Remzi Altunışık), İstanbul: Beta yay. 2015 | |
| Required Course instruments and materials | ||
| Textbook, projections, blackboard | ||
| 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) | 2 | 14 | 28 |
| Outside Class | |||
| a) Reading | 2 | 3 | 6 |
| b) Search in internet/Library | 2 | 3 | 6 |
| 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 | 3 | 3 | 9 |
| mid-term exam | 1 | 1 | 1 |
| Own study for final exam | 3 | 3 | 9 |
| final exam | 1 | 1 | 1 |
| 0 | |||
| 0 | |||
| Total work load; | 60 | ||