| Course Name | Service Supply Chain |
| Code | Semester | Theory (hour/week) | Application/Lab (hour/week) | Local Credits | ECTS |
|---|---|---|---|---|---|
| LOG 342 | Spring | 3 | 0 | 3 | 6 |
| Prerequisites | None | |||||
| Course Language | English | |||||
| Course Type | Required | |||||
| Course Level | First Cycle | |||||
| Mode of Delivery | Online | |||||
| Teaching Methods and Techniques of the Course | Group WorkLecture / Presentation | |||||
| Course Coordinator | ||||||
| Course Lecturer(s) | ||||||
| Assistant(s) | ||||||
| Course Objectives | This course aims to teach the fundamentals of service concept, services supply chains and their components. In addition to basic concepts, this course aims to provide insight on service quality, service design/innovation and failures |
| Learning Outcomes | The students who succeeded in this course;
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| Course Description | This course involves the issues that are critical for managing service supply chains efficiently. This course embraces the concepts of service components and delivery, customer journey mapping, service design and innovation, service failures and recovery, transformative services and quality. Real life cases are being used. |
| Related Sustainable Development Goals |  |
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| Core Courses | |
| Major Area Courses | X | |
| Supportive Courses | ||
| Media and Managment Skills Courses | ||
| Transferable Skill Courses |
| Week | Subjects | Required Materials |
| 1 | Introduction | |
| 2 | Services- Importance, Attributes and Servicescape Concept | Service Management: An Integrated Approach, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 1-1 and Part 1(3) |
| 3 | Service Supply Chains, Servitization and S-D Logic | Service Management: An Integrated Approach, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 1-1 and Part 1(3) |
| 4 | Service Supply Chains, Servitization and S-D Logic (Con’t) | Service Management: An Integrated Approach, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 1-1 and Part 1(3) |
| 5 | Consumer Behavior in Service Setting Service Encounters | Service Management: An Integrated Approach, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 3 (12) |
| 6 | CASE WEEK | |
| 7 | Service Environment:The Service Delivery Process- Service Encounters Customer Journey Mapping | Service Management: An Integrated Approach, 3. basım Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 1 (2) Principles of Service Marketing and Management, Christopher Lovelock, Lauren Wrigh, Prentice Hall, Part 4 Rosenbaum, M. S., Otalora, M. L., & Ramírez, G. C. (2017). How to create a realistic customer journey map? Business Horizons, 60(1), 143-150. |
| 8 | CASE WEEK | |
| 9 | Designing Services, Service Co-Creation, and Innovation, Service Blueprinting | Service Management: An Integrated Approach eBook, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 4 (15), Part 2 (4) Fließ, S., & Kleinaltenkamp, M. (2004). Blueprinting the service company: Managing service processes efficiently. Journal of Business Research, 57(4), 392-404. Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: a practical technique for service innovation. California management review, 50(3), 66-94. |
| 10 | CASE WEEK | |
| 11 | Service Failures and Multi-Agent Failures in Service Supply Chains, Complaint and Service Recovery Management | Principles of Service Marketing and Management, Christopher Lovelock, Lauren Wrigh, Prentice Hall, Part 6 Oflaç, B. S., Sullivan, U. Y., & Baltacioğlu, T. (2012). An attribution approach to consumer evaluations in logistics customer service failure situations. Journal of Supply Chain Management, 48(4), 51-71. Yildirim, C., Sevil Oflaç, B., & Yurt, O. (2018). The doer effect of failure and recovery in multi-agent cases: service supply chain perspective. Journal of Service Theory and Practice, 28(3), 274-297. Principles of Service Marketing and Management, Christopher Lovelock, Lauren Wrigh, Prentice Hall, Part 6 |
| 12 | Defining and Measuring Service Quality | Principles of Service Marketing and Management, Christopher Lovelock, Lauren Wrigh, Prentice Hall, Part 12 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions. Retailing Journal, 64(1), p. 12. |
| 13 | MIDTERM | |
| 14 | Project presentations | |
| 15 | Review of the semester | |
| 16 | Review of the semester |
| Course Notes/Textbooks | Service Management: An Integrated Approach eBook, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson, ISBN 9780273732181
Principles of Service Marketing and Management , Christopher Lovelock, Lauren Wrigh, Prentice Hall; 2 edition, ISBN-13: 978-0130404671, ISBN-10: 0130404675
Service Management: An Integrated Approach to Supply Chain Management and Operations (FT Press Operations Management) Cengiz Haksever, Barry Rend |
| Suggested Readings/Materials | Various academic papers and cases. |
| Semester Activities | Number | Weigthing |
| Participation | ||
| Laboratory / Application | ||
| Field Work | ||
| Quizzes / Studio Critiques | ||
| Portfolio | ||
| Homework / Assignments | 1 | 30 |
| Presentation / Jury | 1 | 45 |
| Project | ||
| Seminar / Workshop | ||
| Oral Exam | ||
| Midterm | 1 | 25 |
| Final Exam | ||
| Total |
| Weighting of Semester Activities on the Final Grade | 2 | 75 |
| Weighting of End-of-Semester Activities on the Final Grade | 1 | 25 |
| Total |
| Semester Activities | Number | Duration (Hours) | Workload |
|---|---|---|---|
| Course Hours (Including exam week: 16 x total hours) | 16 | 3 | 48 |
| Laboratory / Application Hours (Including exam week: 16 x total hours) | 16 | ||
| Study Hours Out of Class | 15 | 1 | 15 |
| Field Work | |||
| Quizzes / Studio Critiques | |||
| Portfolio | |||
| Homework / Assignments | 3 | 6 | |
| Presentation / Jury | 1 | 50 | |
| Project | |||
| Seminar / Workshop | |||
| Oral Exam | |||
| Midterms | 1 | 37 | |
| Final Exams | |||
| Total | 168 |
| # | Program Competencies/Outcomes | * Contribution Level | ||||
1 | 2 | 3 | 4 | 5 | ||
| 1 | To be able to analyze complex problems in the field of logistics and supply chains | X | ||||
| 2 | To be able to have good knowledge of sector related market leaders, professional organizations, and contemporary developments in the logistics sector and supply chains | X | ||||
| 3 | To be able to participate in the sector-related communication networks and improve professional competencies within the business sector | X | ||||
| 4 | To be able to use necessary software, information and communication technologies in the fields of logistics management and supply chain | |||||
| 5 | To be able to understand and utilize the coordination mechanisms and supply chain integration | X | ||||
| 6 | To be able to analyze the logistics and supply chain processes using the management science perspective and analytical approaches | X | ||||
| 7 | To be able to design, plan and model in order to contribute to decision making within the scope of logistics and supply chains | X | ||||
| 8 | To be able to interpret and evaluate the classical and contemporary theories in the field of logistics and supply chains | X | ||||
| 9 | To be able to conduct projects and participate in teamwork in the field of logistics and supply chains | X | ||||
| 10 | To be able to have an ethical perspective and social responsiveness when making and evaluating decisions. | X | ||||
| 11 | To be able to collect data in the area of logistics and communicate with colleagues in a foreign language ("European Language Portfolio Global Scale", Level B1). | |||||
| 12 | To be able to speak a second foreign at a medium level of fluency efficiently. | |||||
| 13 | To be able to relate the knowledge accumulated throughout human history to their field of expertise. | |||||
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest
