COURSE UNIT TITLE

: LOGISTICS SERVICES MARKETING

DEGREE PROGRAMMES

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
DLY 5017 LOGISTICS SERVICES MARKETING ELECTIVE 3 0 0 6

Offered By

Logistics Management

Level of Course Unit

Second Cycle Programmes (Master's Degree)

Course Coordinator

ASSISTANT PROFESSOR CANSU YILDIRIM

Offered to

Logistics Management

Course Objective

The aim of this course is to provide an understanding of strategic significance of services marketing and d how these may aid companies to develop competitive advantage in the marketplace. Accordingly, the objective of the course is to help students understand new perspectives in marketing from a service economy point of view, develop a perspective on consumer and their behaviours, as well as developing and delivering proper service products for these consumers.

Learning Outcomes of the Course Unit

1   1)understand how services contribute to economy,
2   2)learn how consumers evaluate and choose between alternative service offerings,
3   3)understand what makes a service product,
4   4) understand why consumers complain,
5   5) know how service design can improve service quality.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 Introduction to the course
2 New perspectives on Marketing in the Service Economy
3 Consumer behaviour
4 Consumer Behaviour in a Services Context
5 Positioning Services in Competitive Markets
6 Developing Service Products
7 Midterms
8 Midterms
9 Distributing Services through Physical and Electronic Channels and Promoting Services
10 Designing and Managing Service Processes
11 New Years- Revision
12 Crafting Service Environment
13 Complaint Handling, Service Recovery and Service Quality
14 Complaint Handling, Service Recovery and Service Quality (contd)
15 Review of the term
16 Finals

Recomended or Required Reading

Course Notes: Your reference will be the course notes, papers, cases and powerpoints presented in the class.

Reference Books:
Lovelock,C. & Wirtz, J. (2011). Services Marketing: People, Technology, Strategy, Pearson.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm.

McGraw-Hill Education.
Service Industrials Journal, Service Theory and Practice, Journal of Service Research, Journal of Services Marketing

Planned Learning Activities and Teaching Methods

Literature survey, case studies, homework

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MTE MIDTERM EXAM
2 STT TERM WORK (SEMESTER)
3 FIN FINAL EXAM
4 FCG FINAL COURSE GRADE MTE * 0.30 + STT * 0.30 + FIN* 0.40
5 RST RESIT
6 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.30 + STT * 0.30 + RST* 0.40


Further Notes About Assessment Methods

None

Assessment Criteria

MSc level knowledge, skills and competencies in research, examination, critics, oral and written presentation of logistics services marketing practices in the scope of services marketing will be assessed.

Language of Instruction

Turkish

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

To be announced.

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Practice 0
Presentation 13 3 39
Weekly Preparations before and after the Course 12 6 72
Preparation for Midterm Exam 1 5 5
Preparation for Final Exam 1 10 10
Preparation for Other Exams 0
Other (Please specify) 0
Preparation of Project 1 15 15
Preparation of Presentation 1 5 5
Other Exams ( 0
Final Exam 1 2 2
Midterm Exam 1 2 2
TOTAL WORKLOAD (hours) 150

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10PO.11PO.12PO.13
LO.13433343313322
LO.2333333433232
LO.3343323333233
LO.43343333312333
LO.5343323333233

CONTACT INFORMATION
Dokuz Eylül Üniversitesi Cumhuriyet Bulvarı No: 144 35210 Alsancak / İZMİR
Phone: +90(232) 412 12 12 - Fax: +90 (232) 464 81 35

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