| 1 |
Concept of services |
Lecture notes |
| 2 |
Introduction to experience economy. Importance of services industry in world economy |
Growth of the Service Sector- World Bank Report www.worldbank.org/depweb/beyond/beyondco/beg_09.pdf Pine, B. Joseph, and James H. Glimore (1998), “Welcome to Experience Economy,” Harvard Business Review, July-August, 97-105. |
| 3 |
Comparision between goods and services, properties of services, IHIP comparison |
Related chapter of the text book Zeithaml, V. “How Consumer Evaluation Processes Differ Between Goods and Services”, 1996, J. of Marketing |
| 4 |
Classification of services |
Related chapter of the text book |
| 5 |
Services positioning and competitive strategies |
Related chapter of the text book |
| 6 |
Competitive strategies in services |
llen, M. (1988) “Strategic Management of Consumer Services” Long Range Planning, 21 (November-December), 20-25 Shostack, G.L. (1987) “Service positioning Through Structural Change”, Journal of Marketing, 51, January, pp. 34-43 Carlzon, J. (1987) “Putting the Customer First: The Key to Service Strategy”, (excerpt from Moments of Truth) McKinsey Quarterly, Summer 1987 |
| 7 |
Consumer behaviour in services industry |
Related chapter of the text book Özgüven, N. (2008) “Hizmet Pazarlamasında Müşteri Memnuniyeti ve Ulastirma Sektoru Üzerinde Bir Uygulama”, Ege Akademik Bakış, 8, 2, 651-682 |
| 8 |
Midterm exam |
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| 9 |
Operations/Production methodology in services |
Related chapter of the text book Sampson, S. E. "Why we need an operations paradigm for services", Proceedings of POMS College of Service Operations 2007 Meeting, London. |
| 10 |
Process design in services |
Machuca, J. A. D., Gonzalez-Zamora, M., & Aguilar-Escobar, V. G. (2007). Service operations management research. Journal of Operations Management, 25(3), 585–603 Levitt, T. (1976). “The industrialization of service”. Harvard Business Review, September- October 63-74. Machuca, J. A. D., Gonzalez-Zamora, M., & Aguilar-Escobar, V. G. (2007). Service operations management research. Journal of Operations Management, 25(3), 585–603 Levitt, T. (1976). “The industrialization of service”. Harvard Business Review, September- October 63-74. |
| 11 |
Services as products and service design |
Related chapter of the text book |
| 12 |
Place problem in service industry |
Related chapter of the text book |
| 13 |
Location selection and layout strategies in retailing industry |
Related chapter of the text book |
| 14 |
Capacity plans |
Related chapter of the text book Chase, R.B., Aquilano, N.J. (1995), Operations Management, “Service Capacity Planning” |
| 15 |
Service quality |
Related chapter of the text book Zengin, E., Erdal, A. (2000) “Hizmet Sektöründe Toplam Kalite Yönetimi” Journal of Qafqaz University, Vol. III, I, 43-56 Kavak,B., Surucu, P. (2007) “Ticari Bankacılık Sektorunde Hizmet Kalitesinin Degerlendirilmesi”, Verimlilik Dergisi, 31-45 |
| 16 |
Final Exam |
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