| Teaching Staff
|
Prof. Dr. Coşkun İKİZLER |
| Language of Instruction |
Türkçe (Turkish) |
| Type Of Course |
Compulsory |
| Prerequisites |
|
| Recommended Optional Programme Component |
|
| Course Objectives |
This course aims to enable an understanding of the principles of service management and the attainment of the managerial skills required in order to effectively manage and increase the competitiveness of service businesses. |
| Course Content |
This course examines both traditional and new approaches for achieving operational competitiveness in service businesses. |
| Learning Outcomes (LO) |
At the end of this course, students will be able to:
1.Learning service delivery and how to manage
2.Learning theories and models developed under service management
3. Understand the concept of "co-production" in service delivery, their impact on service management in private and public sectors, and critically assess it. |
| Mode of Delivery |
Face to face |
| Course Outline |
| Week |
Topics |
| 1. Week |
The concept of service, its characteristics and its impact on management |
| 2. Week |
Service and process design |
| 3. Week |
Facility location and servicescape design and management |
| 4. Week |
Customer management and customer engagement in services |
| 5. Week |
Service quality |
| 6. Week |
Human resource management in services; |
| 7. Week |
Management of service failures |
| 8. Week |
Mid-term exam |
| 9. Week |
Service innovation |
| 10. Week |
New service development |
| 11. Week |
Revenue/yield management |
| 12. Week |
Article review |
| 13. Week |
Article review |
| 14. Week |
Final exam |
|
| Assessment |
| |
Percentage(%) |
| Mid-term (%) |
|
| Quizes (%) |
|
| Homeworks/Term papers (%) |
|
| Practice (%) |
|
| Labs (%) |
|
| Projects/Field Work (%) |
|
| Seminars/Workshops (%) |
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| Final (%) |
|
| Other (%) |
|
| Total(%) |
100 |
|
| Course Book (s) and/or References |
Fitzsimmons, J. 2018, Service Management: Operations, Strategy, Information Technology, McGraw-Hill Higher Education |
| Work Placement(s) |
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| The Relationship between Program Qualifications (PQ) and Course Learning Outcomes (LO) |
PY1 | PY2 | PY3 | PY4 | PY5 | PY6 | PY7 | PY8 | PY9 | PY10 | PY11 | PY12 | PY13 | PY14 | ÖÇ1 | 3 | | | 3 | | | 2 | | | 5 | | 4 | 4 | | ÖÇ2 | | | | 4 | 4 | | | | | 2 | | 5 | | | ÖÇ3 | 4 | | 2 | | | | 4 | | 3 | 2 | | | 3 | | ÖÇ4 | 4 | 5 | | 4 | | 2 | 2 | | | | | 5 | 4 | |
|