COURSE UNIT TITLE

Offered By

International Business and Trade

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

ASSOCIATE PROFESSOR ÖZGE ÖZGEN

Offered to

International Business and Trade
International Trade and Business (English)

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

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

IBS 2001 - INTERNATIONAL MARKETING MANAGEMENT

Recomended Optional Programme Components

None

Course Contents

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

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.

IN THIS COURSE, THERE WILL BE 1 CASE STUDY

The following scale will be used for the assessment of all criteria. The criteria are also presented below the scale with point values.
This particular element is absent or falls short of expectations, and /or it is completely out of place within the given context. Poor (0%)
This particular element is somewhat absent and does not entirely fit the context. Fair (40%)
This particular element is developed satisfactorily and fits the context at an acceptable standard. Good (60%)
This particular element is developed in a good and professional way and fits into the context. Very good (80%)
The way this particular element is developed is noteworthy and fits perfectly into the context. Excellent (100%)

Case Study Assessment (60% of overall grade)
Understanding the context: Identify the problem or situation in the given text/case clearly. (30 points)
Terminology usage: Used the appropriate terminology given in the course related to the topic of the assignment (20 points)
Discussion abilities based on given questions/objectives: Discuss the current situation with its advantages and disadvantages, the critical importance of current implementation for international marketers and if necessary, suggest alternative solutions. (40 points)
Academic writing skills: Correct APA format of citations in paper; correct APA format for bibliography, complete source information; format of the text: single spaced text, proper headings and margins, justified text and professional outlook. (10 points)

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

Contribution of Learning Outcomes to Programme Outcomes