COURSE UNIT TITLE

: INTERNATIONAL SERVICE MANAGEMENT

DEGREE PROGRAMMES

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
IBS 3192 INTERNATIONAL SERVICE MANAGEMENT ELECTIVE 3 0 0 5

Offered By

International Business and Trade

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

ASISTANT PROFESSOR ÖZGE ÖZGEN

Offered to

International Business and Trade

Course Objective

The objective of this course is to develop an understanding of the "state of the art" of service management thinking and the dimensions of service growth within international context. This course is designed to help students succeed in their potential roles as executives of international service-producing organizations, or of goods-producing organizations that wish to emphasize the service dimension of their product offering for competitive advantage in international markets.

Learning Outcomes of the Course Unit

1   Students will be able to demonstrate that they identify the characteristics, classification and other basic concepts of services to differentiate the services from goods
2   Students will be able describe the major changes occurring in the service sector to interpret the effect of them on international service providers operations
3   Students will be able to show that they understand the service marketing implications under the condition of increasing internationalization of many service businesses to interpret the effects of increasing cultural diversity of customer bases and other differences that are occurred depending on international environmental factors
4   Students will be able understand service failures and recovery options to show how to manage service failures in order to increase the quality of services
5   Students will be able to demonstrate that they understand the concepts of information technology that are required for service management to develop an awareness of the opportunities regarding the information technology in order to enhance service firms competitiveness

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 The Nature of Services within International Perspective Characteristics of Services, New Perspectives on Marketing in the Service Economy
2 Positioning Services in International Competitive Markets Developing Service Concepts: Core and Supplementary Elements
3 Distributing Services through Physical and Electronic Channels
4 Cross-cultural Customer Behavior in Service Encounters Educating Customers and Promoting the Value Proposition
5 Designing and Managing Service Processes, Managing Service Employees for Competitive Advantage, Crafting the Service Environment
6 Creating Relationships and Building Customer Loyalty Achieving Service Recovery and Obtaining Customer Feedback
7 Improving Service Quality and Productivity
8 Review of Several Service Providers within International Context Review of Tourism and Hospitality Industry
9 Review of Several Service Providers within International Context Review of International Retailers
10 Review of Several Service Providers within International Context Review of International Banking
11 Real Life Studies
12 Case Study

Recomended or Required Reading

TEXTBOOK: Lovelock, Christopher and Wirtz, Jochen (2007) Services Marketing, Prentice Hall.
SUPPLEMENTARY TEXT BOOK: Zeithaml, Valarie and Bitner, Mary Jo (2000) Services Marketing, McGraw-Hill.

Planned Learning Activities and Teaching Methods

Lecture, discussions, audio-visuals, case study, group study

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MT Midterm
2 ASS Assignment
3 FCG FINAL COURSE GRADE MT * 0.40 + ASS * 0.60

Further Notes About Assessment Methods

None

Assessment Criteria

1. The learner will clearly describe the differences between services and goods in exams.
2. The learner will describe how to use information technology in order to enhance service firms competitiveness in exams.
3. The learner will analyze and interpret international service providers operations, environmental conditions and effects of them on operations of service providers when they present the written and oral case study analysis.
4. The learner will show how to recover the service failures in real life example application.
5. The learner will address the marketing strategies executed by international service providers in self studies and discuss in class.
6. The learner will apply marketing research methods into the selected and related topics using their effective oral and written presentation techniques.

Language of Instruction

English

Course Policies and Rules

1. Plagiarism of any type will result in disciplinary action.
2. Attending at least 70 percent of lectures is mandotary.
3. All assignments should be submitted on time. Otherwise will not be accepted.

Contact Details for the Lecturer(s)

ozge.ozgen@deu.edu.tr

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 12 3 36
Preparations before/after weekly lectures 12 2 24
Preparing assignments 6 5 30
Preparation for midterm exam 1 10 10
Preparing presentations 6 2 12
Midterm 1 1,5 2
TOTAL WORKLOAD (hours) 114

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10PO.11PO.12PO.13PO.14PO.15
LO.134
LO.24
LO.334
LO.4425
LO.545

CONTACT INFORMATION
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Phone: +90(232) 412 12 12 - Fax: +90 (232) 464 81 35

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