Mechanical Engineering
Course Details
KTO KARATAY UNIVERSITY
Faculty of Engineering
Programme of Mechanical Engineering
Course Details
Faculty of Engineering
Programme of Mechanical Engineering
Course Details
| Course Code | Course Name | Year | Period | Semester | T+A+L | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| MAK8433 | Service Marketing | 4 | Spring | 8 | 2+0+0 | 2 | 2 |
| Course Type | Elective |
| Course Cycle | Bachelor's (First Cycle) (TQF-HE: Level 6 / QF-EHEA: Level 1 / EQF-LLL: Level 6) |
| Course Language | Turkish |
| Methods and Techniques | - |
| Mode of Delivery | Face to Face |
| Prerequisites | - |
| Coordinator | Prof. Faruk ÜNSAÇAR |
| Instructor(s) | - |
| Instructor Assistant(s) | - |
Course Content
Concept of service Service quality gap model Consumer behavior in service Customer expectation and service perception Set up a customer relationship in the service Service Compensation Customer-oriented service design Physical proof of service Role of employee and client in service delivery E-services Demand and capacity in service Integrated marketing communication in the service Pricing the service
Objectives of the Course
To provide the necessary theoretical infrastructure for service marketing, to integrate marketing mix elements in service sector (and e-service), to develop marketing strategies, to build and maintain customer relations.
Contribution of the Course to Field Teaching
| Basic Vocational Courses | |
| Specialization / Field Courses | |
| Support Courses | |
| Transferable Skills Courses | |
| Humanities, Communication and Management Skills Courses |
Weekly Detailed Course Contents
| Week | Topics |
|---|---|
| 1 | Concept of service |
| 2 | Service quality gap model |
| 3 | Consumer behavior in service |
| 4 | Customer expectation and service perception |
| 5 | Set up a customer relationship in the service |
| 6 | Project discussion |
| 7 | Service Compensation |
| 8 | Customer-oriented service design |
| 9 | Physical proof of service |
| 10 | Role of employee and client in service delivery |
| 11 | E-Service |
| 12 | Demand and capacity in service |
| 13 | Integrated marketing communication in the service |
| 14 | Pricing the service |
Textbook or Material
| Resources | Zeithaml, Bitner ve Gremler, Services Marketing: Integrating customer focus across the firm?, 5th. Ed. McGraw Hill International Edition |
Evaluation Method and Passing Criteria
| In-Term Studies | Quantity | Percentage |
|---|---|---|
| Attendance | - | - |
| Laboratory | - | - |
| Practice | - | - |
| Field Study | - | - |
| Course Specific Internship (If Any) | - | - |
| Homework | - | - |
| Presentation | - | - |
| Projects | - | - |
| Seminar | - | - |
| Quiz | - | - |
| Listening | - | - |
| Midterms | - | - |
| Final Exam | - | - |
| Total | 0 (%) | |
ECTS / Working Load Table
| Quantity | Duration | Total Work Load | |
|---|---|---|---|
| Course Week Number and Time | 0 | 0 | 0 |
| Out-of-Class Study Time (Pre-study, Library, Reinforcement) | 0 | 0 | 0 |
| Midterms | 0 | 0 | 0 |
| Quiz | 0 | 0 | 0 |
| Homework | 0 | 0 | 0 |
| Practice | 0 | 0 | 0 |
| Laboratory | 0 | 0 | 0 |
| Project | 0 | 0 | 0 |
| Workshop | 0 | 0 | 0 |
| Presentation/Seminar Preparation | 0 | 0 | 0 |
| Fieldwork | 0 | 0 | 0 |
| Final Exam | 0 | 0 | 0 |
| Other | 0 | 0 | 0 |
| Total Work Load: | 0 | ||
| Total Work Load / 30 | 0 | ||
| Course ECTS Credits: | 0 | ||